I just wanted to let you all know that the last Direct Debits have now been taken by Pure Planet. From now on, your Direct Debits will be taken by Shell Energy. We’ve safely transferred across everyone’s payment details so there’s nothing you need to do — payment will be taken automatically. Shell Energy has advised us that they will try to keep your payment date the same, or as close to the previous date as possible.
They’ll be in touch to confirm your payment date ahead of your first payment to them.
I owe Pure Planet for energy used before the transfer
If you owe Pure Planet any money for the energy you used up to 23:59 on 16 October 2021, you can make a payment quickly and easily in your Pure Planet app. Head to the ‘Balance & Payments’ section, then tap ‘Manage balance’ where you can make a secure card payment.
You can also get in touch with our team, if you prefer. Tap ‘Help’ in your account and let us know you need some support from us. We can help you make a payment.
I have a payment plan set up with Pure Planet
If you already have a payment plan set up with us, payments will no longer be taken automatically via Direct Debit. Please get in touch with our team who will be able to help you make payments in a different way. Or, visit your Pure Planet app where you can make a secure card payment following the instructions above.
How do I get help and support?
You can still get in touch with Pure Planet as normal (through ‘help’ > ‘ask a question’) for any questions about your energy supply up to and including 16 October. For any questions about your energy supply after 17 October, you can get in touch with Shell Energy directly.
Update: 10 January 2022
We are aware that some of our former Members had Direct Debit payments taken by Pure Planet up to 7 January 2022. Payments were taken where a payment was pending but not yet complete.
As before, any payment made to Pure Planet goes towards clearing any debt you may have with us, or will be transferred across to Shell Energy as credit.
We’re sorry for any inconvenience or confusion this may have caused.
If you have any questions, let’s chat about them in the replies below.
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