Price rises before switch completed

  • 7 October 2020
  • 7 replies
  • 96 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?


7 replies

Userlevel 7
Badge +10

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 +1

 

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 +10

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...)

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