I've switched to Pure Planet so why is my old supplier still charging me?

  • 15 March 2018
  • 39 replies
  • 18334 views

My gas account was finalised with SSE on the 17th Feb but they are still waiting for Pure Planet to contact them with a final reading for the electricity account. I only noticed this because I had a fairly large credit on the electricity which was almost offset by a debit on the gas account and because the latter had been finalised, SSE took the direct debit. I contacted them to complain but it turns out it's not their fault. This needs sorting ASAP by Pure Planet!

I also tried to contact Pure Planet via chat on the app and nothing happens, which leaves me the only option, as far as I can tell, of putting this on a public forum - not ideal!

Having only just joined, I can say I'm not impressed and if there are any further issues which cause more inconvenience, I'm off!

39 replies



We sometimes get questions from members who have switched to Pure Planet but get a bill from their old supplier, or are still making Direct Debit payments to their old supplier.


They want to know how their old supplier can still be charging them when they have switched away and are already on supply with Pure Planet?

And then, to make matters more confusing, if they contact their old supplier to query this, some people are incorrectly told that we haven’t sent them your meter readings.

It takes about six weeks from the date you switched to Pure Planet for your old supplier to send you a final bill.

This is what happens in those six weeks:

From your switch date we send your opening meter readings (the ones we ask you to submit in the app about five days before your switch date) to an energy industry database.
If you don’t send us the opening meter readings we use an estimate based on previous usage.

Two things can then happen after that.

One
The industry database matches your opening meter readings. We and your old supplier are informed. If you’ve got electricity and gas, one set of meter readings may be sent to your old supplier several days before the other (this is why some old suppliers claim to only have received one).

The switch then progresses and your old supplier issues you a final bill.

But, occasionally, your old supplier may dispute the reading, for instance if your opening meter readings do not match their own records by a big margin.

If this happens we will liaise directly with your old supplier to reach an agreement. To help this process we’ll use the photos you took of your meter(s) when you sent us your first reading(s). We may need you to send us new meter readings and/or photos.

Two
We have a query with your opening meter readings, because there is a large difference between your opening meter readings and the estimated readings held on the central industry database, based on your previous energy usage.

If this happens, we will then liaise with your old supplier to reach an agreement. To help this process we’ll use the photos you took of your meter(s) when you sent us your first reading(s). We may need you to send us new meter readings and/or photos.

You will remain on supply with Pure Planet throughout.

It usually takes six weeks, after which you will get your final bill from your old supplier, and if you’ve been paying them for energy you haven’t used, you can expect a refund.



FAQ: Why have estimated meter readings been used to open my Pure Planet account?

I'm not sure if this was posted as a result of my earlier post but I need specific help about my electricity account - gas is fine, so why has electricity not yet been finalised a month after the gas was? Can you tell me exactly where things are up to with my account?
Hi @Banky777
Thanks for posting in the community
I've also added your other post here - to avoid duplication and multiple posts/replies. That can be confusing for other members to follow.
Great to hear that you've contacted the team via the app. If it's something specific to your account that's the best option. It's not a live-chat but I will flag this up with the team
Shouldnt any credit or debit from the old supplier be transferred tomy Pure Planet account?
Userlevel 7
Badge +9
Hi andy.
Now that would be a good idea actually.however once your old acct is finalised they will refund you.
A nice idea in theory @andymorri1
As we're separate businesses it's not likely that system would ever work.
It's a bit like phone bills. If I racked up debts to O2, I don't image that Vodafone would be willing to take those on!

But yes as @Jon1 says you will get a refund if you're paying twice during a switch

Jon1;9523:
Hi andy.
Now that would be a good idea actually.however once your old acct is finalised they will refund you.
Hi I'm having similar problems. I dud post something via Trustpilot, got a response from Hayley. She said she'd replied to my wattbott message - can I find it? Heck no! So trying this way. It seems the supply numbers between Pure Planet and my old supplier (EDF) are different and both of you are charging for supply. How do I resolve this?
Hi @pknuts
Looks like you found the message from our team, as they got a reply from you at 10.55am.
But to be sure they've also sent you a text message.
Things getting sorted? 🆙
I also have my first bill coming off today and I'd like to delay my payment for a couple of days, is this possible?
Thanks
Colin
Hi @Colin M
Alas not, as it takes several days for any changes to take effect.
If you think you might miss a payment please contact the Member services team in advance.
Also you might want to take a look at this article from our knowledge hub about what to do if you're not able to pay
The key thing is to let us know and we'll do all we can to help
Userlevel 7
Badge +10
Banky777;4921:
My gas account was finalised with SSE on the 17th Feb but they are still waiting for Pure Planet to contact them with a final reading for the electricity account. I only noticed this because I had a fairly large credit on the electricity which was almost offset by a debit on the gas account and because the latter had been finalised, SSE took the direct debit. I contacted them to complain but it turns out it's not their fault. This needs sorting ASAP by Pure Planet!

I also tried to contact Pure Planet via chat on the app and nothing happens, which leaves me the only option, as far as I can tell, of putting this on a public forum - not ideal!

Having only just joined, I can say I'm not impressed and if there are any further issues which cause more inconvenience, I'm off!


Hi Banky
It's not your only option, if you were still in credit overall (including any charges yet to be taken) with SSE before they took the DD you could ask your bank to reverse the DD and ask SSE to use the credit on the electric to compensate. It is SSE's fault, this is extremely common when people switch there is always an overlap.
People expect energy switches to be resolved instantly, it just does not happen, ever.

I partly blame ofgem for the switching debacle, if they made it mandatory for energy companies to finalise within 2 weeks (with a get-out clause for exceptional circumstances like large debt or being unable to get a customer response) 90% of problems like this wouldn't happen. 6 weeks is far too long to finalise and always results in two lots of payments. Many can't afford to pay twice in one month, or sometimes twice in 2 months - although no-one should pay for the same energy twice.
hi..
I have a similar problem. to those already posted here.. 10 weeks since switchover and still no final bill from my old supplier..
I have contacted them to complain but they say they have received no confirmation of service transfer from pure planet..
my opening readings on the app also don't appear to be accurate..
how can this be resolved..?.. I don't really want to switch again but this isn't a great start..
Userlevel 7
Badge +10
hi mbrownlees
I assume you have had a welcome pack and statements etc. from PP?
M guess is that PP have sent them confirmation, but hopefully @Marc Will pick this up and check it out.
10 weeks is a long time..you're very patient!
If you don't get a message head off to help in the app,ask wattbot, type "message the team" and ask there.
In the meanwhile if you are sure you've switched I'd contact your old supplier and escalate it at their end too, also make sure they reduce the DD to as low as possible.

mbrownlees;14612:
hi..
I have a similar problem. to those already posted here.. 10 weeks since switchover and still no final bill from my old supplier..
I have contacted them to complain but they say they have received no confirmation of service transfer from pure planet..
my opening readings on the app also don't appear to be accurate..
how can this be resolved..?.. I don't really want to switch again but this isn't a great start..
mbrownlees;14612:
hi..
I have a similar problem. to those already posted here.. 10 weeks since switchover and still no final bill from my old supplier..
I have contacted them to complain but they say they have received no confirmation of service transfer from pure planet..
my opening readings on the app also don't appear to be accurate..
how can this be resolved..?.. I don't really want to switch again but this isn't a great start..


Hi @mbrownlees
I've flagged this up with our Member services team
They emailed you last month asking for confirmation of your meter numbers.
Did you get this?
Can I use the remaining balance in my pure planet account to pay off my old energy supplier who are now Demanding payment.
Userlevel 7
Badge +9
Sorry shaun, as nice as it would be to transfer balances between suppliers, it is not possible to do so.
Userlevel 7
Badge +8
Maybe in the future, who knows!
Hi,

I am not being charged but my old suppliers aren't releasing my credit balance as they claim not to have had a closing gas reading? Can you help?

Thank you
Userlevel 7
Badge +10
hi Mark
no idea why but gas always seems to take longer to reach the previous supplier..
how many weeks is it since you switched?
It can take up to 6 weeks, and I'll bet PP have sent it..I'm afraid patience is required.
after 5 weeks (or so) assume PP have sent it and contact the old supplier and insist that they find it, that seems to work in many cases (cynical I know).
If that fails go to help in the app, ask wattbot, type "message the team" and ask them to chase it up.

MarkACE;20649:
Hi,

I am not being charged but my old suppliers aren't releasing my credit balance as they claim not to have had a closing gas reading? Can you help?

Thank you
Hi,

We are the landlord of flat.
The tenant changed supplier to Pure Plant without first seeking authorisation to do so by the landlord.

The tenant has since left without providing us a forwarding address or supplier account number.

We have a new tenant.

Can you please contact the tenant and ask if he wants to continue with Pure Planet?
Saxon;20887:
Hi,

We are the landlord of flat.
The tenant changed supplier to Pure Plant without first seeking authorisation to do so by the landlord.

The tenant has since left without providing us a forwarding address or supplier account number.

We have a new tenant.

Can you please contact the tenant and ask if he wants to continue with Pure Planet?


Hi @Saxon
Welcome to the community!
Thanks for posting.
(FYI I've edited your post as it contained lots of personal info, not appropriate for a public forum).
If the new tenant wants to switch to PP, he/she just needs to download the Pure Planet app and sign up.
Userlevel 7
Badge +10
hi Saxon
I'm sending you a DM (direct message little envelope top rhs) and also @Marc
The new tenant part is simpler than you think, if you ask your new tenants if they wish to continue, if so all they need do is download the app on a suitable device (smartphone or tablet) and join. The systems at PP will know it's already being supplied.
PP don't have account numbers and they will also need to write to the property, c/o the Occupier, but read the DM.
Oops sorry @Marc, our replies crossed, hope the DM is OK
Hi, I switched to PP on the 6th December and whilst I have stopped my previous supplier taking further direct debits I have not had my final bill from them. Can some one confirm that my final meter reading have been provided to my previous supplier ?
Userlevel 7
Badge +9
Hi Taylorg, if you go to the joining and switching menu you will see all the info you need. I did not use a switch site and always thinks it's prudent to send the same metre reading images to both the previous and new supplier. It takes up to 6 weeks for the final bill to be produced and any credit/debit should be promptly processed after that..about 2 weeks. Check your closing readings on your final Bill v what You have sent PP. Go to WattBot and type in "Message the Team" and ask a question which can take up to 2 days for a reply. PP would/should of sent your joining readings they instructed you to provide to your previous supplier...as I said read all the processes and FaQ'
My account was confirmed switched to Pure Planet on 11th October 2018 but since the switch over 12 weeks ago, to date I have not received the final settlement bill from the old supplier(Together Energy), and more annoying they have continued to take payment of £102.98 per month as Direct Debit, from my account for months of October, November, December and January. This is despite the last bill provided by them i.e. September 2018 shows a balance credit of £45.66
I have therefore now cancelled the direct debit with them and have requested them to provide me with the final bill and reimbursement of the over payment taken.
How can PP help to resolve this promptly as I believe you were managing the whole process. I have done many switches in the past but have never experienced such inconvenience and been overcharged to this extent before.

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