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Customer service phone number

  • 31 January 2018
  • 38 replies
  • 29460 views

Hello,
Does anyone know what is Pure Planet customer service phone number?

They take ages to answer basic emails.... disappointing
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Best answer by Marc 15 October 2018, 10:32

Mikeandsuelamble;13386:
What is the amount I need to pay to close my account with you?

- - - Updated - - -

Surely you can work out how much I need to pay to close my account!

- - - Updated - - -

Can you reply?


Hi @Mikeandsuelamble
Thanks for posting
The community can't really help with something so account-specific as this.
And it's probably not something we'd want made public even if we could?
As @woz says, our Member services team can look into this for you 🆙
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38 replies

Hi Is that normal I switched yesterday and they charged me today so in advance 199£
Userlevel 6
Badge +2
AB1;3117:
Hello,
Does anyone know what is Pure Planet customer service phone number?

They take ages to answer basic emails.... disappointing


Pure Planet doesn't have a customer service number you can dial in. You have to use Wattbot to speak to them team (they come back via email).

If it's really urgent they will prioritise your issue. What is it by the way if you don't mind me asking?

@Migel, if you type for Paying Upfront in the search engine you'll find information about that - and yesz it's normal.
Hi the same thing had happened to me I’m being billed and have just switched over to them today is this right??
DianeH;3167:
Hi the same thing had happened to me I’m being billed and have just switched over to them today is this right??


Hi @DianeH thanks for posting in the community!
Yes it is normal for the first payment to happen on switch date. This is because we estimate your energy spend in advance so we can buy it at the lowest possible rate. Here's a thread about switching to us which may be helpful?
Happy to keep chatting here 👍
Yes please that would be a good start

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Is it possible to speak with someone on the phone please ?
I only joined Pure Planet after reading good customer service reviews posted on a changing energy suppliers website, but find this the only energy supplier that does not supply a telephone number, and reading other reviews on "THIS" website about using email to get in touch and then the very slow response in answering, this standard of service I am not happy with!

I myself have only just joined, and have received an email from them informing me that my first direct debit payment will go out of my account tomorrow, even though my previous supplier or even Pure Planet has not requested my final readings, this is a first for me.

This is going to be my quickest change of energy suppliers yet!
after moving into a new home previous supplier charged me for the same billing period as Pure Planet. Now trying to get in touch with Pure Planet to update their bill!!! but 2 weeks response delay an average between each email . 21st century, I expect more responsive customer service
AB1;3501:
after moving into a new home previous supplier charged me for the same billing period as Pure Planet. Now trying to get in touch with Pure Planet to update their bill!!! but 2 weeks response delay an average between each email . 21st century, I expect more responsive customer service


Hi @AB1 it can take six weeks for your old supplier to issue your final bill. More info on the switching process here which may be useful. You could speak to your old supplier about pausing your Direct Debits in the meantime?
oxojohn;3485:
I only joined Pure Planet after reading good customer service reviews posted on a changing energy suppliers website, but find this the only energy supplier that does not supply a telephone number, and reading other reviews on "THIS" website about using email to get in touch and then the very slow response in answering, this standard of service I am not happy with!

I myself have only just joined, and have received an email from them informing me that my first direct debit payment will go out of my account tomorrow, even though my previous supplier or even Pure Planet has not requested my final readings, this is a first for me.

This is going to be my quickest change of energy suppliers yet!


Hi @oxojohn welcome to the community. Thanks for posting.
We take the first Direct Debit on your switch date, in advance of your usage, to ensure you're always ahead of your statements.Your old supplier won't cancel their Direct Debit until your final bill has been produced. You'll receive your final bill up to six weeks after your switch is complete. You can cancel the old supplier's Direct Debit directly with your bank if you wish to stop further payments. But we'd would recommend speaking to your old supplier before doing so.
Hope that helps?
Please can someone tell me how to cancel my switch over from my previous company. Pure Planet are so difficult to contact and I cannot download the app on my phone. Also if I'd have realised that it was all dependent on a phone app, I would not have thought about using the company in the first place. I now just want to cancel the whole thing, but cannot contact anyone to arrange this.
Userlevel 7
Badge +1
If you have not even downloded the app then you have not started the switch. Therefore nothing to cancel.
If the switch was in progress then you would of had emails confirming the process.
App based is proberly is the future but not for everyone at the moment.i find this process no harder than my app based banking,pension,tax and several other aspects of modern life. But like i say not for all.
Userlevel 7
Badge +8
Jon1;10091:

.i find this process no harder than my app based banking,pension,tax and several other aspects of modern life. But like i say not for all.


Agree Jon 🆙 and most definitely my preferred way of doing things 🆙
Hi @awalker2
I got your Direct Message too - thanks.
This has been flagged up with our Member services team. They've checked your account, and you're not coming on supply with us, so there's nothing to cancel.
It's likely that you didn't complete the switch

Happy to keep chatting here of course 🆙

awalker2;10088:
Please can someone tell me how to cancel my switch
Just reading up on your dd payment I have been advised that my first direct debit will be taken on the 24 of this month and was given a price of 56.81. Is this the amount you will take from my account this month.
Hi @Mr gw
Welcome to the community!
Thanks for posting
That sounds about right. You can check in the app
Go to Menu > My account > Your payments

Hope that helps? 🆙

Mr gw;10112:
Just reading up on your dd payment I have been advised that my first direct debit will be taken on the 24 of this month and was given a price of 56.81. Is this the amount you will take from my account this month.
I need to not be on the Priority Service Register...think I clicked yes by mistake when registering.
Received an email saying so had to provide details before switch can take place.
However it impossible to take myself off the register using the app! What can I do to rectify?
Emailed but no response after 3 days.
Hi @MaxPanic
No worries. Don't panic! (ba-doom tish :p)
I've flagged this up to our Member services team. They've taken you off
🆙

MaxPanic;10846:
I need to not be on the Priority Service Register...think I clicked yes by mistake when registering.
Received an email saying so had to provide details before switch can take place.
However it impossible to take myself off the register using the app! What can I do to rectify?
Emailed but no response after 3 days.
Userlevel 7
Badge +10
Mr gw;10112:
Just reading up on your dd payment I have been advised that my first direct debit will be taken on the 24 of this month and was given a price of 56.81. Is this the amount you will take from my account this month.


Just a reminder that £56.81 will be your summer months payment. When it gets to the October payment it will go to £85.21 (or 85.22) if my calculation is correct.
What is the amount I need to pay to close my account with you?

- - - Updated - - -

Surely you can work out how much I need to pay to close my account!

- - - Updated - - -

Can you reply?
Userlevel 7
Badge +10
hi
To close your account you'll need to go to help in the app, type "message the team" give closing readings and whatever other details are required depending on whether you're moving etc.
It can take quite a while to process before you get the final bill/refund, could be 6 weeks.
I'm sure they will be able to work it out for you, but it's not instant (with any provider).

Mikeandsuelamble;13386:
What is the amount I need to pay to close my account with you?

- - - Updated - - -

Surely you can work out how much I need to pay to close my account!

- - - Updated - - -

Can you reply?
Userlevel 7
Badge +10
I forgot to mention, although some questions are addressed by staff in here, anything that's account related or with personal details should be done via help in the app as this is a public community.
Mikeandsuelamble;13386:
What is the amount I need to pay to close my account with you?

- - - Updated - - -

Surely you can work out how much I need to pay to close my account!

- - - Updated - - -

Can you reply?


Hi @Mikeandsuelamble
Thanks for posting
The community can't really help with something so account-specific as this.
And it's probably not something we'd want made public even if we could?
As @woz says, our Member services team can look into this for you 🆙
How can i contact pure plant about my direct debit?
Sam Giddins;14720:
How can i contact pure plant about my direct debit?


Hi @Sam Giddins
Welcome to the community!
What's your query?
I would find it more helpful if you had a contact no: for queries. I would like to know when I officially switched so I can keep track of my payments.

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