Hi, we were with PP for 1 year and we have switched to another provider. I need to speak to someone about the fact you won't accept our meter reading? We know we have overpaid, as due to may factors, we couldn't move into the property, so didn't use the expected amount of energy. We have paid for energy, and we can't get a refund we know we are entitled to! Can someone respond so I can give full details. Very disappointed and frustrated
Best answer by Gwyndy
no final bill yet as Wattbott/team came back to me and a reading dispute has to be raised with our current supplier? I will admit I don't really understand it all, but maybe it’s the third party mentioned above.
The process is detailed here:https://community.purepla.net/switching-supplier-30/switching-suppliers-what-happens-when-you-switch-10298 only in your case ‘us’ is your ‘new supplier’ and Pure Planet is your ‘old supplier’,
“As soon as we receive your opening reading we send it away to a go through an independent validation process. Your readings are checked against your previous readings, then sent back to us and on to your old supplier. Both suppliers have to use the estimate provided, so you won't pay for the same energy usage twice.
Sometimes, opening readings fail the validation process. In this case, the validation process will estimate a reading, then send that back to us and on to your old supplier. In the case you’re unable to submit your opening readings, we’d be sent estimated readings to use instead following the same process.
Both suppliers have to use this reading, by the terms of our energy licence. If it’s outside a certain tolerance, we can raise a ‘reading dispute’ and ask for it to be changed to the reading you supplied.”