We’re carrying out a Direct Debit review and I wanted to tell you a bit more about it here in the Pure Planet Community.
Our warmer / cooler payment schedule has been designed to prevent Members building up debit or credit. We take a little less in summer (April to September) and a little more in winter (October to March) to match seasonal energy usage.
You can view this info at any time in your Pure Planet app - go to Menu > Balance & payments.
We regularly review Member’s accounts to make sure that payments and usage are on track.
There’s a few reasons why someone might be paying too much or too little, or have built up too much credit or debit:
- They may have over or under estimated their usage (commonly caused by selecting high, medium or low usage when getting a quote rather than entering actual usage).
- Circumstances may have changed, for example getting an EV changer installed, or someone moving in or out of a property
- A price change up or down may mean monthly Direct Debits no longer cover energy usage
- Unseasonably cold or mild weather
Members who are on track
Pure Planet Members who are on track - which means their DD payments already match their energy use - have received emails from us to confirm no action needs to be taken, and we’ll review their accounts again in about six months.
It's normal for there to be a little bit of debit or credit on your account. As we take payments in advance we would expect your account to always be about one month’s payment in credit.
Members who have built up debit or credit
We’ll contact Members who have built up either debit or credit and explain what happens next.
If we haven't received a meter reading from you recently we'll ask you for one of these so we have an accurate record of your usage.
If you’re paying too much / built up too much credit then we’ll refund you and then adjust your payments down to stop you building up credit.
If you’re paying too little / built up a debit then we’ll arrange to take a one-off payment or put in place a debt repayment plan, and then adjust your payments up to stop you building up credit.
We’ll always contact you before we make any changes.
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