Price rises before switch completed

  • 7 October 2020
  • 11 replies
  • 182 views

I started my switch on 22 Sept through compare the market, I was told I wouldn’t hear anything for fourteen days but not to worry, I had to provide bank details so I assumed everything was going through, I got a refernce number and also got confirmation of my tariff.

Yesterday I was called from PP and told that I needed to respond to an email which I attempted but when I am redirected to the PP website for a quote, the price has gone up by £120 year even though I accepted the quote at the lower price?

Is this normal policy?


11 replies

Userlevel 7
Badge +11

hi @Pinehill no it isn’t however  a couple of points, if you applied for and accepted the  fixed tariff and verified the account (which cements the switch) PP will honour the tariff.

I’m not sure if the email you hadn’t responded to was the confirmation and  if so it should confirm at the prices you were quoted unless it’s timed out?

Who told you you wouldn’t hear anything for 14 days because as far as I know that is incorrect.

If however you applied for the variable tariff that can change at any time with a couple of weeks notice.

In fact existing variable tariff customers will not pay the new variable rate until 4th Nov.

https://community.purepla.net/latest-news-11/announcing-members-rate-increase-to-variable-tariff-for-electricity-11224

https://community.purepla.net/switching-supplier-30/switching-to-pure-planet-from-a-price-comparison-website-10438

If you have the app you can use help and support to send your question to the PP staff who should be able to clarify where you stand, if you don’t have the app post back.

@Marc wasn’t there a post saying you’d hold variable prices for some time (I can’t remember how long) if someone signed up to variable? I seem to remember reading it somewhere but  I‘ve searched and failed to find it?

Badge +2

 

Hi Pinehill,

 

FYI

 

When do the new electricity rates take effect?

The change to our variable rate for electricity is effective from 4 November 2020 for all existing Members. New Members joining us from today - 7 October - will be quoted and join at the new rates.

 

Hope that helps. 

What happens next?
 

This was the last email I got and then I didn’t hear anything else until a phone call yesterday from PP asking me to confirm that I had replied to the email, when I followed the link it took me to a new more expensive quote, it appears that I am on a variable rate as opposed to the fixed rate.

 

Your switch could be completed in as little as 21 days**. Click here to find out more about how long it takes to switch energy suppliers.

During the first 14 days after your application you may not hear anything as it's your 'cooling off period'. if you’ve changed your mind and wish to cancel, download and fill in the cancellation form here.

You'll then be asked to provide your final meter reading to your old and new suppliers. Your new supplier will let you know when your switch will happen and you should receive your final bill from your old supplier.

If you haven't heard anything from your new supplier after 28 days or need any other help, please email our dedicated Energy Customer Services Team or call 0800 083 3249

Thanks, that seems to explain why I have been quoted at the new prices.

Userlevel 7
Badge +8

hi @Pinehill no it isn’t however  a couple of points, if you applied for and accepted the  fixed tariff and verified the account (which cements the switch) PP will honour the tariff.

I’m not sure if the email you hadn’t responded to was the confirmation and  if so it should confirm at the prices you were quoted unless it’s timed out?

Who told you you wouldn’t hear anything for 14 days because as far as I know that is incorrect.

If however you applied for the variable tariff that can change at any time with a couple of weeks notice.

In fact existing variable tariff customers will not pay the new variable rate until 4th Nov.

https://community.purepla.net/latest-news-11/announcing-members-rate-increase-to-variable-tariff-for-electricity-11224

https://community.purepla.net/switching-supplier-30/switching-to-pure-planet-from-a-price-comparison-website-10438

If you have the app you can use help and support to send your question to the PP staff who should be able to clarify where you stand, if you don’t have the app post back.

@Marc wasn’t there a post saying you’d hold variable prices for some time (I can’t remember how long) if someone signed up to variable? I seem to remember reading it somewhere but  I‘ve searched and failed to find it?

Hi @woz 

What you are referring to is the price protection which guarantees the price for 2 months

https://community.purepla.net/latest-news-11/pure-planet-announces-new-price-protection-for-its-members-8315

Hi @Pinehill and welcome to the Community :relaxed:

It sounds like you may not have completed your switch? You’d need to verify your email, and would then receive a Welcome Pack email from us - there’s more info on that in our FAQs, too. 

Since we’ve now changed our prices, it may be that you’d need to get a new quote and start a new switch to Pure Planet. 

Let us know?

Userlevel 7
Badge +11

hi @Pinehill no it isn’t however  a couple of points, if you applied for and accepted the  fixed tariff and verified the account (which cements the switch) PP will honour the tariff.

I’m not sure if the email you hadn’t responded to was the confirmation and  if so it should confirm at the prices you were quoted unless it’s timed out?

Who told you you wouldn’t hear anything for 14 days because as far as I know that is incorrect.

If however you applied for the variable tariff that can change at any time with a couple of weeks notice.

In fact existing variable tariff customers will not pay the new variable rate until 4th Nov.

https://community.purepla.net/latest-news-11/announcing-members-rate-increase-to-variable-tariff-for-electricity-11224

https://community.purepla.net/switching-supplier-30/switching-to-pure-planet-from-a-price-comparison-website-10438

If you have the app you can use help and support to send your question to the PP staff who should be able to clarify where you stand, if you don’t have the app post back.

@Marc wasn’t there a post saying you’d hold variable prices for some time (I can’t remember how long) if someone signed up to variable? I seem to remember reading it somewhere but  I‘ve searched and failed to find it?

Hi @woz 

What you are referring to is the price protection which guarantees the price for 2 months

https://community.purepla.net/latest-news-11/pure-planet-announces-new-price-protection-for-its-members-8315

@Marc shouldn’t that be in the faq in an appropriate location  or a link to it in the faq? rather than latest news ( it isn’t latest news )

no wonder I couldn’t find it (and neither will anyone of my limited abilities else be able to either...)

I started my switch on 22 Sept through compare the market, I was told I wouldn’t hear anything for fourteen days but not to worry, I had to provide bank details so I assumed everything was going through, I got a refernce number and also got confirmation of my tariff.

Yesterday I was called from PP and told that I needed to respond to an email which I attempted but when I am redirected to the PP website for a quote, the price has gone up by £120 year even though I accepted the quote at the lower price?

Is this normal policy?

The exact same thing has happened to me, thank you for writing in.
I had joined a fixed rate tariff through MSM and apparently the price changed moments after I started the change. Currently I am unsure whether I want to stay with pure planet after my experiences on getting an answer as to why I was advertised a price that I had no possible way of switching to. Despite going through each step necessary. 

Userlevel 7
Badge +11

@JohnnyM23plimsoll 

I have every sympathy with you but what’s bothering me (and I hope PP) is that I and probably they know nothing about the “I was told I wouldn’t hear anything for fourteen days but not to worry”, part. Where/when did that happen?

There is a 14 day cooling off period after you complete the verification but as long as you go through the verification process which details the quote it (the quote) should be honoured. 

If you got a quote from msm and the verification didn’t match that quote that would be very serious indeed and I would pursue that first as a question, then if no joy and if you can prove it, as a complaint, then ultimately  to the energy ombudsman because that simply shouldn’t happen.

I would expect that the system of quotes was robust enough to allow you to switch to what you were quoted.

You should have received an email straight away or very soon after asking you to complete the switch, and indeed msm should have made it clear that the switch would not occur unless you verified.

Did you not get an email asking you to verify?

Hello,

Thank you for your assistance. 

Yes just like yourself, I wasn’t expecting to hear back so soon. I verified my E-mail the next day, but when i set up the app on my phone the quote my phone would show for me was notably higher. 

I had a lot going on in my personal life so i left my account for a day at this stage. With the understanding that to my knowledge they had verified my account (as it had been linked to my mobile the site was sending me emails)  i figured maybe i had put my details in wrong whilst trying to retrieve a quote. Pure planet’s own staff then phoned me to ask why it hadn't been pushed through and that there had been no verification on their end, so i immediately set to doing that but still the original quote was still claiming in price every time i looked at it. The over the phone staff member advised i retrieve a new quote and ask for online support.

so for the last few days i have been in conversations to an online team member, he has been helpful at first gave advise that didn't make sense. like “its January tariff its might well be expired,” or “i can see its live and you can switch to it and the best deal is through our send me quote option.”

I pointed out, if it had expired in January then why was I advertised it on February 8th? since thats a number of working days later. I also pointed out that when i follow his instructions i cannot see a quote with the same name and the quotes i do see are a ten quid higher price from what I was quoted.

he apologised for the confusion which i appreciate he then responded “I have been investigating further and can see that your quote actually expired straight after you got it. This could be a bug either in our system or in the price comparison website.” he then advised me to go to the find me a quote page and pick the best deal.

I understand I was a day slow on the mark due to the same message you got, but i think the “Bug” the worker speaks of has stopped me being verified? i dunno Im very confused and although i really like the sound of the green gas and electric i feel very confused and not very confident in my choice of switch.

despite the stress of the situation the staff have tried their best to help me but im at a loss on what i should do.

 at the moment have sent a complaint since i haven't received a reply from the team member chats box in two days. I guess i will use the 14 day cooling off period as the time to hear back and see if i want to accept paying a higher price due to a bug that has stopped me getting the price i was promised.

I take a part of responsibility for the issues like but i dunno, im not sure about signing up with them right now.

Userlevel 7
Badge +11

Hello,

Thank you for your assistance. 

Yes just like yourself, I wasn’t expecting to hear back so soon. I verified my E-mail the next day, but when i set up the app on my phone the quote my phone would show for me was notably higher. 

I had a lot going on in my personal life so i left my account for a day at this stage. With the understanding that to my knowledge they had verified my account (as it had been linked to my mobile the site was sending me emails)  i figured maybe i had put my details in wrong whilst trying to retrieve a quote. Pure planet’s own staff then phoned me to ask why it hadn't been pushed through and that there had been no verification on their end, so i immediately set to doing that but still the original quote was still claiming in price every time i looked at it. The over the phone staff member advised i retrieve a new quote and ask for online support.

so for the last few days i have been in conversations to an online team member, he has been helpful at first gave advise that didn't make sense. like “its January tariff its might well be expired,” or “i can see its live and you can switch to it and the best deal is through our send me quote option.”

I pointed out, if it had expired in January then why was I advertised it on February 8th? since thats a number of working days later. I also pointed out that when i follow his instructions i cannot see a quote with the same name and the quotes i do see are a ten quid higher price from what I was quoted.

he apologised for the confusion which i appreciate he then responded “I have been investigating further and can see that your quote actually expired straight after you got it. This could be a bug either in our system or in the price comparison website.” he then advised me to go to the find me a quote page and pick the best deal.

I understand I slow on the mark due to the same message you got, but i think the “Bug” the worker speaks of has stopped me being verified? i dunno Im very confused and although i really like the sound of the green gas and electric i feel very confused and not very confident in my choice of switch.

despite the stress of the situation the staff have tried their best to help me but im at a loss on what i should do.

 at the moment have sent a complaint since i haven't received a reply from the team member chats box in two days. I guess i will use the 14 day cooling off period as the time to hear back and see if i want to accept paying a higher price due to a bug that has stopped me getting the price i was promised.

I take a part of responsibility for the issues like but i dunno, im not sure about signing up with them right now.

@JohnnyM23plimsoll 

speculating...given that the staff member has admitted that the price expired (but your quote was valid when you got it?)  I simply don’t understand why, in the circumstances they can’t either offer you the tariff that (that may not be possible) or, as a gesture/one-off agree to credit the price differential (over the year) as a credit to your account or offer you an amazon or similar voucher. Result, one happy and confident customer, downside, absolutely none as it affects so few people. It seems the decent thing to do and Pure Planet are decent.

by the way, it didn’t happen to me.

Let us know how you get on?

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