On Wednesday I started a switch to Pure Planet. On Thursday my old provider asked me to settle the outstanding debt on my direct debit. I paid immediately. An hour later I got an email from Pure Planet saying my switch was being cancelled because my previous provider was blocking it because I hadn’t settled my debt. Clearly the timing had been problematic but I had paid the debt. PP asked me to start the switch again. I tried to but online it says I need to set up an account. When I try to, it says I’ve already got an account. When I go to my account it says the switch is blocked...what can I do next? I think I wouldn’t have initiated a switch to PP if I’d known it wouldn’t be possible to speak to a customer services person.
Best answer by Nataly
Hi @Julia R
When you logged in, were you able to get a new quote?
You'd need to get a new quote and restart your switch to us
We're 100% digital which helps us be more efficient and save money - savings we can then pass on to you.
You can contact our Member Services team by tapping 'help' > 'Ask WattBot' in your account :)
Hope that helps?