Review Time
The issue was sorted out promptly and efficiently. It would have been better if I could see if the chat was still connected by three moving dots or music. At one point the answer took quite some time and I thought maybe they'd left the chat. They were polite and gave me options and explained them.
After four years trying to get my gas smart meter to send readings automatically I changed to Outfox Energy. After complaining to Outfox (although it wasn't their fault but past energy suppliers who couldn't be bothered) a member of their complaints team took up my case and within two months have sorted out the problem which included fitting a new gas meter for me. I was kept informed of every stage of the works with dates and these were always followed up by an email to check they had been carried out. I'm so grateful to Liz at Complaints for her dedication in keeping customers satisfied.
Very good service from Monalisa at Outfox the market. Good information provided and made it easy to carry out my request. Also suggested a cheaper tariff I could move to.
Emailed to ask for a refund and reduction of direct debit as electricity use had reduced after moving away from heating which used electricity. Quick response from Hetal reducing direct debit and advising that refunds team would process the refund request.
I spoke with Aaron, who listened to my reasoning and was completely understanding. He agreed with my view and provided the resolution I was seeking.
In my experience over the past couple of years, I have found Outfox customer service to be first class.
I am completely happy to recommend Outfox, both as an energy provider and for the efficient and understanding customer service quality people.
I wrote to check my new chosen tariff would take effect when my present one ended.
Vishveshvari responded and confirmed that all was in order. Easy leaving a message and quick email reply, thanks.
Was flying out on holiday went to add my meter readings as they were due the day we flew and the app didn’t save my day electric readings. Tried logging in and out but no good. I emailed as I wasn’t sure id have time to call from the airport. The phone was answered very quickly and Saleh was very prompt and helpful in ensuring the correct reading was entered into my acnt.
Outfox Energy make everything seamless, from switching supplier to changing bank accounts. The app is really basic and easy to use, but anything outside of submitting readings and getting statements needs to be done through the website. Staff are always polite and respond within 1 working day to any queries.
Thank you for listening to my query and resolving it, Esa was knowledgeable and kept going until my issue was sorted. Also thank you for calling back when the line was not great to start with, a lot of companies would just hang up and not bother. I was on hold for 25 mins before being connected so I'm greatful that Esa did immediately call back.
The representative handled our query regarding the electronic information from the gas meter with great efficiency. They addressed the issue promptly, clearly, and with understanding. A truly professional, knowledgeable, and polite member of the team.
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