Reminder: Going into cooler months means Direct Debits will be higher

  • 23 September 2019
  • 36 replies
  • 3822 views

Hey everyone,

A reminder that from next month your Direct Debits will be higher, as we move into the cooler months.

To account for different usage patterns throughout the year, we take a little less in the warmer months (April - September), and a little more in the cooler months (October - March).

The split between your cooler and warmer month payments is outlined in your Welcome Pack, emailed when you start your switch to Pure Planet.

You can also view your monthly Direct Debit payment amounts in your account by tapping ‘Balance & payments’, as well as viewing your current account balance.

As we don’t have fixed term contracts or exit fees, averaging payments over 12 months could cause Members to build up high credits or debits, depending on when they switch to Pure Planet.

Think you’ve been paying too much or too little? Check out our FAQ on how your Direct Debit payments are reviewed to ensure you stay on track.

Any questions? Ask below 🆙


36 replies

Hey @Nataly,

I hope that you "guys" are ready for the influx of "complaints" that ......
​"PP have increased my DD payment without asking"
Obviously not from the people who actually understand the way that the system works........but from the hundreds/thousands of customers who are apparently unaware of what they have signed up for.

I have slowed down my level of responses to the Community Forum, as it is beginning to drain my resolve, and my faith in my fellow man/woman (delete as appropriate).
Userlevel 7
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@Nataly
I think you should lose the word slightly for two reasons:

Perceptions of "slightly" may differ, for example £80 vs £120 (most people wouldn't call that slight. I don't need an explanation that there is only £20 difference in each compared to 12 equal payments, but there will be others on here that don't see it that way.
also...
It makes it sound like you're deliberately trivialising it (although I understand why you've written it that way)..

I know people already have notice of the change (if they've bothered to read their quotes), but writing it in the community or the app may not be perceived as notice, however an email is less arguable (is that a word)

just my thoughts
P.S.
Love the photo...
Userlevel 7
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oh ye of little faith...<

Gray4276;38213:
Hey @Nataly,

I hope that you "guys" are ready for the influx of "complaints" that ......
​"PP have increased my DD payment without asking"
Obviously not from the people who actually understand the way that the system works........but from the hundreds/thousands of customers who are apparently unaware of what they have signed up for.

I have slowed down my level of responses to the Community Forum, as it is beginning to drain my resolve, and my faith in my fellow man/woman (delete as appropriate).
woz;38221:
oh ye of little faith...<


Hi Woz,

Was that meant to be a "link" or just a comment?? I'm a bit dim sometimes and miss the point (I have been known to overthink things at times)
Anyway..... I was only stating how I feel about some of the posts..... my problem and not really an issue.
Userlevel 7
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hi gray
it was meant to be an ironic link...and not too serious...
Gray4276;38227:
Hi Woz,

Was that meant to be a "link" or just a comment?? I'm a bit dim sometimes and miss the point (I have been known to overthink things at times)
Anyway..... I was only stating how I feel about some of the posts..... my problem and not really an issue.
woz;38229:
hi gray
it was meant to be an ironic link...and not too serious...


No problem Woz,

Maybe my skin is a little bit "thin" at the moment.....
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I'm inspired
It's the new UK political policies motto..a bit like John Lewis "Never knowingly overthought"
woz;38218:
@Nataly
I think you should lose the word slightly


Good suggestion - done! 🆙
Userlevel 7
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I'm with you @Gray4276, I find the repetitive questions about the same subjects a bit tiresome but I do have admiration for our members who take so much time each day to answer the questions and offer such great advice.
Scubaseahorse;38340:
I'm with you @Gray4276, I find the repetitive questions about the same subjects a bit tiresome but I do have admiration for our members who take so much time each day to answer the questions and offer such great advice.


Cheers m8,
It's more the ones that slag off PP when in reality they don't understand what they have signed up for. No understanding and not bothering to look through the very comprehensive array of information available on the App/Website. I find it disheartening if I'm honest.
To quote the "Fast Show"...
I'll get me coat!!
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Totally agree @Gray4276
Mine is 60 quid. Doesn't help with all the "estimated" months despite giving meter readings and each time being told it was lower than expected. Changed today back to ebico
Userlevel 7
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Your what is £60?
Have you compared PP annual quote vs. ebico?
Some of the answers on here frighten me...
djblez;39449:
Mine is 60 quid. Doesn't help with all the "estimated" months despite giving meter readings and each time being told it was lower than expected. Changed today back to ebico
Hi djblez,

To quote @woz " oh ye of little faith" .......(quote was originally directed at me......but that's a different story)

It appears that you are disappointed that PP has raised your DD payment by £60 quid.........You should have been totally aware that this was about to happen, as these details were what you agreed to during your switching process.

PP split your projected annual usage figures......supplied by you to PP.
This annual figure is split 40 % for the warmer months (Apr - Sep) and 60 % for the cooler months (Oct - Mar)
These DD figures were available in your "Welcome Pack" email sent by PP as your switch was being implemented.
The DD payment details are also easily/openly available within your App.......which you can log into at any time 24/7. So you have should have realised that your DD payment was going to increase for the "cooler months".

With regard to your statements having "estimated" readings......this is due to the necessity for PP to estimate your readings because your meter readings have been submitted before the billing account date......which is on the "monthly anniversary" of your supply connection.
If (for example) you came on supply on the 12th of the month.......and you supply your meter readings on the 10th of the month.....then PP will need to estimate your usage between the 10th and the 12th of the month.
Also when PP indicate that "your readings are lower than expected" ......it's their way of reminding you to "check your readings" before you commit to submitting them.......they're trying to help you......

It is obvious to me from the details of your 2 posts to the Community Forum that you have switched to PP without understanding how the PP buisniess model operates.......and because of this you have decided that PP is not the supplier for you, and have decided to switch again to another supplier.....

I do not work for nor represent PP.......I am just a PP customer.......the above post is purely my own personal opinion.

Good luck to you with your new supplier......I genuinely hope that all goes well with ebico.

djblez;39449:
Mine is 60 quid. Doesn't help with all the "estimated" months despite giving meter readings and each time being told it was lower than expected. Changed today back to ebico

Userlevel 7
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Hey
let's not dance around this, we both know that because djblez has absolutely no understanding of how PP operates and can see the direct debit as the only metric when all it is is a payment towards energy that's used, that he or she has taken a decision which I'm almost certain will cost him/her significantly more.
Some people won't be helped.
To quote you back (in a paraphrased way) no point in flogging a dead parrot.
Move along...nothing to see here...

Gray4276;39458:
Hi djblez,

To quote @woz " oh ye of little faith" .......(quote was originally directed at me......but that's a different story)

It appears that you are disappointed that PP has raised your DD payment by £60 quid.........You should have been totally aware that this was about to happen, as these details were what you agreed to during your switching process.

PP split your projected annual usage figures......supplied by you to PP.
This annual figure is split 40 % for the warmer months (Apr - Sep) and 60 % for the cooler months (Oct - Mar)
These DD figures were available in your "Welcome Pack" email sent by PP as your switch was being implemented.
The DD payment details are also easily/openly available within your App.......which you can log into at any time 24/7. So you have should have realised that your DD payment was going to increase for the "cooler months".

With regard to your statements having "estimated" readings......this is due to the necessity for PP to estimate your readings because your meter readings have been submitted before the billing account date......which is on the "monthly anniversary" of your supply connection.
If (for example) you came on supply on the 12th of the month.......and you supply your meter readings on the 10th of the month.....then PP will need to estimate your usage between the 10th and the 12th of the month.
Also when PP indicate that "your readings are lower than expected" ......it's their way of reminding you to "check your readings" before you commit to submitting them.......they're trying to help you......

It is obvious to me from the details of your 2 posts to the Community Forum that you have switched to PP without understanding how the PP buisniess model operates.......and because of this you have decided that PP is not the supplier for you, and have decided to switch again to another supplier.....

I do not work for nor represent PP.......I am just a PP customer.......the above post is purely my own personal opinion.

Good luck to you with your new supplier......I genuinely hope that all goes well with ebico.


Hi Woz,

I feel llike you've just told me off.......and you're probably correct to do so........I deserve it. I should be more tolerant......It's just that sometimes, I cannot resist the urge to "say it as I see it"😬

Woz.......do your parrots ride horses ??? 🤔

"This is not a crime zone" 😱

woz;39462:
Hey
let's not dance around this, we both know that because djblez has absolutely no understanding of how PP operates and can see the direct debit as the only metric when all it is is a payment towards energy that's used, that he or she has taken a decision which I'm almost certain will cost him/her significantly more.
Some people won't be helped.
To quote you back (in a paraphrased way) no point in flogging a dead parrot.
Move along...nothing to see here...

Userlevel 7
Badge +10
Nope not telling you off at all!
it's a Donkey (the Parrot is on)
woz;39473:
Nope not telling you off at all!
it's a Donkey (the Parrot is on)


And we all know that donkeys can be harder to lead towards the water 💦
Hi guys. When will the 6 month review of DD happen? Is it the same time for everyone? I appreciate and understand the summer vs winter DD changes but mine has increased by 50% despite being in credit on my account (to the tune of 3.5 winter months payment or 5.5 summer months)

Any thoughts appreciated.

Thanks
Userlevel 7
Badge +8
Hi nickr
The winter payment increase is scheduled and automatic, any credit has no bearing on it.
If you are in credit, you can go to help, Wattbot, type message the team and ask for a payment review and/or refund.
You should receive a reply within 24 hours
Userlevel 7
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nickr;39515:
Hi guys. When will the 6 month review of DD happen? Is it the same time for everyone? I appreciate and understand the summer vs winter DD changes but mine has increased by 50% despite being in credit on my account (to the tune of 3.5 winter months payment or 5.5 summer months)

Any thoughts appreciated.

Thanks


Hi nickr
As this is your first post, welcome to the Pure Planet community!
Everyone's winter payment is 50% higher than their summer payment, that's how it works (a 40/60 split) - but your credit certainly sounds quite high.

Have a look at the FAQ link in the original post in this thread, and also this thread
https://community.purepla.net/threads/7241-Regular-Review-When-How?highlight=Review

I think you are definitely due a review!

Stephen
Userlevel 7
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hi nickr
the increase in winter isn't predicated upon your balance, that's a separate process.
The review process is a bit fuzzy, in theory it should happen at approx 6 months but you've picked it up so...
It sounds very much like you should apply for a part refund and a re-assessment of your DD.
Go to help, ask wattbot, type message the team and ask tere-replies not instant but you will get a reply.
What I would suggest is the following
Allow 1.5 winter payments as your balance, subtract from your balance, whatever is left ask for a refund, then divide whatever is lefy by the no. of months it's taken to get there and that's the average monthly amount extra you were paying (bearing in mind it's split 40/60 but ignore that)
Hi nickr,

Welcome to the Community Forum.......however, I assume that you've been a PP customer for a while. Please avail yourself of the Community Forum, as it is full of great information, which will help you're appreciation of PP's unique business ethos.

Now......to answer your query.

PP will (hopefully) review a new account after 3 months and then every 6 months.....however PP have admitted that there is/was a backlog in the review process, but are attempting to get back on track with this backlog. However, PP will respond to a request raised by any customer, who feels that their account needs to be reviewed.
So if you want your account reviewed........do it through the App/Webpage by using ......HELP>WattBot.....then type in "MESSAGE THE TEAM" and hit send. Then submit your question. A PP Team member will respond within approximately 1 working day.......watch for a text message/email from PP informing you that you have received a response to your query.

I agree that you need your account reviewed, as the size of your credit balance appears to be "rather high"

Good luck
nickr;39515:
Hi guys. When will the 6 month review of DD happen? Is it the same time for everyone? I appreciate and understand the summer vs winter DD changes but mine has increased by 50% despite being in credit on my account (to the tune of 3.5 winter months payment or 5.5 summer months)

Any thoughts appreciated.

Thanks

Userlevel 7
Badge +10
hi nickr
The summer winter split happens for all irrespective of the account balance.
Your DD needs reviewing you've been overpaying monthly by approximately* 2.5 winter payments (leaving one as credit for following month) divided by however many months it's taken to build up. So if 2.5 winter payments is say £150x2.5=£375 and it's taken 12 months your overpayment is about £32 a month ignoring the summer winter malarkey, but near enough to guess an adjustment, and check again in 6 months.
You should get a refund and have your DD adjusted, help, ask wattbot, type message the team and ask, replies may take a day or two.
I don't think the reviews are 100% reliable yet, but I don't know your account history, it could be the balance wasn't high enough on the last review (did you get an email?) and it would have been picked up on the coming review.
The logic use for the review process is not robust enough nor it seems entirely fit for purpose, but it has to be borne in mind it's a bit of an art as well as a science. Oh well I suppose it can only improve over time as they learn.
My guess (I bet I'm right but I'll never know 'cos if they told me they'd have to kill me) is that the review process is not correctly weighted according to the seasonal variation, a build up of balance is expected through the warmer months so the rview process needs to allow a larger build up in those circumstances. That can skew things if there is a persistent build up anyway, AND a pattern does not become evident until a whole year has passed.
You can't just review on balance alone...it's a fuzzy logic issue, looking at lots of months usage vs payments, weather, when in the year the account started, and the unnecessary reviews that cause irritation.
It's a great AI problem.

nickr;39515:
Hi guys. When will the 6 month review of DD happen? Is it the same time for everyone? I appreciate and understand the summer vs winter DD changes but mine has increased by 50% despite being in credit on my account (to the tune of 3.5 winter months payment or 5.5 summer months)

Any thoughts appreciated.

Thanks
Thanks all for your replies. Great help and a great community.

Took your advice and contact the Bot but as I haven't been a memeber for a year yet (THis month I am) i'll wait for the review which should be any time now. I'll chase next month if not contacted.

Thanks again

Nickr

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