We’re currently carrying out our Direct Debit reviews to make sure that our Members haven’t built up excessive debit or credit.
Our warmer / cooler payment schedule has been designed to prevent this happening, but 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 charger installed, or someone moving in or out of a property
- Unseasonably cold or mild weather
Price comparison website MoneySuperMarket is reported to have carried out research showing that some energy companies are holding on to their customers’ credit.
It said more than eight million people were in credit for energy by an average £108 each after a mild winter, and claimed Co-Operative Energy kept the most credit, with its customers in credit by around £196 - a figure which has been disputed by the firm.
Our team at Pure Planet is currently in the middle of a Direct Debit review which we carry out on every Member’s account approximately once every six months.
We have no interest in our Members building up lots of credit. 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.
Every member - apart from those who’ve joined us in the last three months - has already received (or will soon get) an email from us which explains that we’ve reviewed your DD payments.
The email explains that you’re either:
This means your DD payments already match your energy use. No action needs to be taken, and we’ll review your accounts again in about six months.
You've built up debit or credit
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 and 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 and 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.
Don't forget you can view your Direct Debits payment info at any time in your Pure Planet app - go to Menu > Balance & payments.
Please send us regular monthly meter readings so that your payments and energy use stay on track :o
We’ll always contact you before we make any changes. Check out our FAQs on payments and billing for more info.