Hi, does Pure Planet have any Service Level Agreements when it comes to replying on their message system? I sent a message last week and have still not had a reply.
First the app doesn’t work, and the response has been - well we’ve looked at it and can’t see your problem so just don’t use it and now I can’t query why they have charged me for a higher gas usage than my meter reading.
This is a pretty bad start since joining.
Best answer by Nataly
Our Member Services team reply to chats within three working days - their hours are 9am - 5.30pm, Monday to Friday. It’s worth bearing in mind it isn’t a live chat system.
I have checked this out with the team and it appears they’ve replied to your messages within two working days - their latest reply is from today. If you head back into ‘ask a question’ you should be able to view the replies from Roz, explaining how your gas has been calculated and that it’s converted from M3 into kWh for your monthly statements.
Hope that helps