My old supplier told me they only received the electricity but not the final gas reading from Pure Planet, so they cannot issue the final bill and my quite conspicuous refund. They told me to ask PP to do this.
How do I proceed? I NEED them to refund me my credit balance, I thought PP was doing that, this is quite a letdown from their part I feel. I sent them readings and pictures, and thought the process was supposed to be smooth.
Best answer by Gwyndy
Switching is supposed to be reasonably smooth, however, it isn't 'wonderful.'
Without knowing more information, it's a bit hard to advise.
You could chase Pure Planet via WattBot for the readings, you would probably need to type 'Message the Team' for this.
However, I have to slightly disagree with what you have been told by your previous supplier.
The readings you supply when switching are sent to a third-party for verification, it's that third-party that calculate your readings and send the 'approved' readings to both your old supplier and Pure Planet - they aren't sent by Pure Planet to your old supplier. Presumably therefore, even if Pure Planet had not, as claimed, 'sent the readings' your old supplier should have received the 'calculated readings'?
Although Pure Planet ask for your readings, that's more to ensure they have evidence if there's any disagreement than anything else. There's a better description of the process here: