Best answer by stephenrand
This is all very puzzling.
First, your account is defined by your email address, you don't have an account number.
Second, as I understand it, any change to your payments is communicated in advance by an email to which you can reply.
Third, if they have made an error and apologised, has your monthly payment been returned to what it was originally? Is that what is now showing on your account in the app?
Fourth, if you still need to communicate with Pure Planet and can't reply to an email, you open the app, click on the three little bars top right hand corner, select Help, then choose Wattbot and put 'message the team' in the question box and then explain the situation. They promise to get back to you within one or two working days.
Hope this helps. If not, post back here and more advice will be forthcoming.