I have recently switched from Pure to another supplier. My Pure experience had been fine but they put the prices up and I found a much cheaper deal elsewhere.
Throughout the switch process my new supplier has been informative and helpful but I have had zero communication from Pure. I assumed I’d be asked to enter a final meter reading, but no. And, now that the switch has happened, most of my details – usage, past bills – have vanished from the website and app.
With the absence of any communication, and the fact that my account was in credit for more than my typical monthly usage, I cancelled my direct debit. It was due to come out after the switch anyway.
Now, of course, I have received an email from Pure asking me to reinstate the direct debit.
I reckon the credit will cover any outstanding balance but am more than happy to pay the difference if not. What I don’t want to do is have a DD for £100+ come out after I have moved supplier and then have to sort out a refund.
Anyone had any experience of this or can offer any thoughts? I have tried the help bot but, as you can guess, it has not been much help.
Best answer by Angelabikerbabe
You're talking to fellow PP customers on this forum, and as such we don't have access to customers accounts. But we will help if we can.
Because a switch normally takes 6 weeks to complete sometimes you end up paying 1 DD to PP and 1 DD to your new supplier. (But,.you are not paying for the same energy twice.)
Once the switch has completed, PP will issue your final bill if you are in credit, , they will refund you. (Or if you owe them, they'll take a final payment)
The refund is credited by DD ,so if you cancel your DD it will take longer to get your refund.