I can honestly say that I would NEVER recommend Pure Planet to any family or friends. Why is a company so difficult to contact or communicate with?
I moved out in May, advised Pure Planet of this, got my final bill and closed the account…. Since then, I’ve had a direct debit go out in June (which ive already complained about but OBVIOUSLY nobody has got back to me). I cancelled my DD so they didn’t take anymore money for a house I HAVEN’T LIVED at for nearly 2 months… and today had an email saying I need to reinstate my DD!
absolutely terrible customer service. How am I supposed to speak to an actual human being regarding my complaint if all they have is a robot to answer questions?
any help would be appreciated, I don’t want them chasing me for ‘debt’ that should never have been generated in the first place.
Best answer by Angelabikerbabe
You're talking to fellow PP customers on this forum, and as such we don't have access to customers accounts. But we will help if we can.
A switch normally takes up to 6 weeks to complete, as all the details have to go through a 3rd party verifier.
Because it takes this long, sometimes you end up paying 1 DD to PP and 1 DD to your old supplier. (But,.you are not paying for the same energy twice.)
Once the switch has completed, and if you are in credit with your previous supplier, they will issue your final bill, they will refund you. (Or if you owe them, they'll take a final payment)
The'yre asking you to reinstate your DD so that they are able to refund you , if you end up with a credit on your account