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delays in credit refunds?

  • 28 October 2020
  • 3 replies
  • 62 views

from posts this looks like a chronic problem. how to sort out? pressure on the company via collective action -letters, petition?

just getting an answer to question, why can’t we get our money  back would be a start

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Best answer by Gwyndy 28 October 2020, 09:50

from posts this looks like a chronic problem. how to sort out? pressure on the company via collective action -letters, petition?

just getting an answer to question, why can’t we get our money  back would be a start

 

Hi @vegan2infinity 

Some more information regarding what you mean by “delays in credit refunds” would be helpful.

Pure Planet already has a process for having an account review carried out, detailed here:
https://community.purepla.net/payments-31/review-my-direct-debit-10319

The OFGEM mandated process for when you switch to another supplier is here:
https://community.purepla.net/switching-supplier-30/switching-suppliers-what-happens-when-you-switch-10298

Kindest Regards

Gwyndy

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3 replies

from posts this looks like a chronic problem. how to sort out? pressure on the company via collective action -letters, petition?

just getting an answer to question, why can’t we get our money  back would be a start

 

Hi @vegan2infinity 

Some more information regarding what you mean by “delays in credit refunds” would be helpful.

Pure Planet already has a process for having an account review carried out, detailed here:
https://community.purepla.net/payments-31/review-my-direct-debit-10319

The OFGEM mandated process for when you switch to another supplier is here:
https://community.purepla.net/switching-supplier-30/switching-suppliers-what-happens-when-you-switch-10298

Kindest Regards

Gwyndy

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Hi @vegan2infinity 

I'm intrigued you think it's a chronic problem. I've read most posts here over a couple of years, and there have been a few people who have had to wait longer than they expected after moving to get a refund - and usually because they didn't realise it could take six weeks to get a final bill agreed. Some haven't realised they've had their refund because it didn't show on their account as being from Pure Planet. And for those who are still customers, they've been a few who haven't fully understood how statements show accounts moving from credit to debit and back over the months.

So I'm not sure you'd find many takers for a collective letter... unless I've missed something.

Regards

Stephen

Userlevel 7
Badge +10

from posts this looks like a chronic problem. how to sort out? pressure on the company via collective action -letters, petition?

just getting an answer to question, why can’t we get our money  back would be a start

hi @vegan2infinity 

If you detail your actual  issue with some dates and facts we may be able to offer some advice. 

PP don’t have a moratorium on  paying refunds, but there are always going to be a few where it goes wrong for some reason.

If the time scales are the reason for your post, it can take up to 6 weeks to get your final bill then up to 2 weeks after that for the refund to reach your account. If it’s any other refund I’d allow up to 2 weeks before shouting.

I don’t work for PP

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