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An update on your transfer to Shell energy, and your final Pure Planet bill

An update on your transfer to Shell energy, and your final Pure Planet bill
  • Former Community Manager
  • 4002 replies

Hi everyone,

We’re sending your final Pure Planet bills. These cover the period from your last statement, to 11.59pm on 16 October 2021. After this point, Shell Energy officially started supplying your energy. 

In this post we’ve answered some questions you may have about your final bill, and your transfer to Shell Energy. We hope it helps explain, and of course we’re happy to keep chatting in the replies below if you have any more questions. 

 

When will I receive my final Pure Planet bill? 

They’re being sent in batches, over the course of 18 November to 26 November, so don’t worry if you haven’t got yours yet. We’ll send the bill by email, and it will be available to download as normal in your app or at purepla.net

The email subject line will start with “IMPORTANT:”. If you haven’t received it after 26 November, it’s worth checking your spam, junk, or promotions folders, just in case the email’s fallen in there. 

What happens to my monthly Direct Debit payments? 

Management of your Direct Debit will be transferred to Shell energy in January. This means, until January, we’ll continue to collect your monthly payments. Please keep your Direct Debit in place, as this’ll ensure that:

  • You continue to pay off any debit on your Pure Planet account; and

  • You don’t build a large energy debit on your Shell Energy account. 

If you’ve cancelled your Direct Debit, you can set it back up in your app or online account under ‘balance and payments’.

What happens if I’m in credit with Pure Planet? 

Don’t worry - your credit balance is protected. It’ll be transferred to your Shell Energy account in January. 

Why is there an estimated reading on my final bill? 

If you last entered a meter reading before 16 October 2021, we’ll have used an estimated reading to cover energy used between your last reading, up to 16 October. 

The estimated reading is calculated based on your previous energy usage and readings. 

The reading on your bill will be used by Shell Energy to open your account with them. You won’t pay for your energy twice. 

What are my energy usage rates after 16 October?

From 17 October, you’ll be charged at the rates of Shell Energy’s Flexible 6 Variable tariff. Shell Energy will have emailed you to confirm your tariff and rates. 

I'm worried I might go into debt in the next few months — where can I find support?

We remain partnered with Stepchange, a specialist debt advice charity who can help you if you’re struggling to make ends meet. You can find more information on Stepchange, including how to get in touch with their team in our Community.

How will I know how much energy I’ve used?

Once your account is set up with Shell Energy, they’ll get in touch to ask for your meter readings. Once entered, you’ll be able to view your usage in your Shell Energy account. 

We’ve now turned off sending Pure Planet a meter reading. In the meantime, if you’d like to keep track of your usage, you can continue to record and keep note of your meter readings.

How do I view all of my Pure Planet energy statements?

In your app or online account, tap ‘manage your balance and payments’ > ‘statement history’ to view and download all your statements with Pure Planet.

balance and statements in the app

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. 

 

If you have any questions, let’s chat about them in the replies below.

You may also like: Pure Planet ceases trading - your FAQs


178 replies

Userlevel 7
Badge +5

Thank you @Nataly @Marc @Mads  for keeping us informed through the process. 

Userlevel 7
Badge +11

This is excellent, because that final PP statement, and then the time period between the first Shell request and account set up in January, allows a good few weeks to still have support of PP. if anything not looking quite as it should with that final statement. 

Good work, and as our Laps says, there’s been no let up in the amount of communication and information throughout this whole transition. Cannot fault 👍👍👍👏👏👏

Userlevel 7
Badge +11

Oooooh it’ll be lovely not to have to take meter reads for couple months! Hate that hee in that communal corridor. Perfect. Can sit back now, once I get the final statement, and relax til Jan. 👍👏

Userlevel 1

Thank you for your information. But when can we switch from Shell to another company, should we want to?

So, does that mean if you were already waiting for a final bill from PP  that it will now come in the next week instead of waiting to get something from Shell?

Userlevel 7
Badge +9

Thanks 👍 

So, does that mean if you were already waiting for a final bill from PP  that it will now come in the next week instead of waiting to get something from Shell?

Hey @Mark Pocock 

Yep, if you switched away before Pure Planet ceased trading, you’ll get your final statement through. :slight_smile:

Please note though that if you’re in credit after your final statement, that’ll be protected and transferred to Shell, who’ll sort your refund. 

Thank you for your information. But when can we switch from Shell to another company, should we want to?

Hi @nigelm 

Good question. Shell Energy is in the process of setting up your new account with them — this should be completed by January 2022. In the meantime, their advice is to not to switch until the transfer is complete. 

That should make the process smoother. Once you’ve received your account info and been set up, you could then switch away should you want to, without incurring exit fees. 

Thanks for the update Nataly, really helpful to be kept in the picture on what's happening

Badge +5

One observation or suggestion. I assume there are some who don’t save their monthly bills but rely on the app to access them. If that is the case I suggest you download and save them all now whilst you can, as you may not be able to in the weeks ahead when the app closes.

Shame we can’t have a PP Christmas farewell party!

Userlevel 7
Badge +11

One observation or suggestion. I assume there are some who don’t save their monthly bills but rely on the app to access them. If that is the case I suggest you download and save them all now whilst you can, as you may not be able to in the weeks ahead when the app closes.

Shame we can’t have a PP Christmas farewell party!

Who says we can’t?

Let’s Partyyy!

 

Userlevel 4

I have had a statement produced on the 18th November.  Is this right cause I thought only shell energy can only charge us now as PP have went into admin?

Userlevel 7
Badge +11

Its all explained here our Ryan. Released yesterday 👍

 

Userlevel 7
Badge +5

It’s so strange seeing such a low cost statement 

Hi @Rds261189 

Thanks for posting! I’ve merged your response into this thread for you, @Bev is spot on here, the bill you’ve received is your final Pure Planet bill. 

I hope this helps!

Userlevel 7
Badge +8

It’s so strange seeing such a low cost statement 

Its low cost because, depending on your normal statement date, it might only cover a few days

It’s so strange seeing such a low cost statement 

Its low cost because, depending on your normal statement date, it might only cover a few days

Exactly that @Duppy - some Members may receive a statement that only covers one or two days of usage @Lapa. Completely agreed it can look/ feel quite strange. I think when I get mine, it’ll only cover two days!

@G4RHL really good suggestion to download/ save the final statement. It’s always sent as a PDF attachment in the email, too. :relaxed:

Badge +5

I have had a statement produced on the 18th November.  Is this right cause I thought only shell energy can only charge us now as PP have went into admin?

Administration does not mean a company has died. The administrator will collect in debts due to the company and can trade if appropriate. What is due to PP is a debt due to it being so collected. A tidy approach. 

Not got mine yet but it is coming.

Thanks to PP for so clearly advising what lies ahead.

Userlevel 7
Badge +5

I know that’s why it’s so low 😂 

On 3 July I received a statement for 1 June to 30 June.

On 3 August I received a statement for 1 June to 31 July.

In other words I was billed twice for the period from 1 June to 30 June.

This needs to be corrected - who is responsible for “pre-Shell” errors and who do I communicate with at Pure Planet?

 

Badge +5

@Siac Before proceeding further with this have you checked the readings on the bills. Just in case it is a typo.

Userlevel 7
Badge +11

Ah, just received my statement. Perfect, Thank you. Parents still to get theirs. 

Userlevel 7
Badge +8

@Siac 

In the August statement, were the charges for the July statement refunded and an offset statement covering 2 months issued. This sometimes happens if PP received new information, for example meter readings when estimates have previously been used

I’m due to move house soon, who do I contact and how?

Userlevel 7
Badge +2

I’m due to move house soon, who do I contact and how?

The Your Property  section is still active when I go into my account details in the App. Tap the little head icon in the top right hand corner and  beneath where it says Your Property there is a Move Out option, where you can input data relevant to your move.

You can also tap on Help and then ask a question then if you type in "move out" one option will take you to the section I've described above.

I hope this helps, come back here and let us know how you get on!😃

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