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Direct debit still taken

  • 17 September 2019
  • 4 replies
  • 242 views

Hi I signed up to switch to Pureplanet but a change in circumstances meant I had to cancel the switch. However the direct debit payment has still been taken. I have contacted through the online chat and had a notification that someone has responded. However I can’t access the response since I don’t have an account. Please can somebody get in contact with me directly to arrange for the money to be refunded

thanks
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Best answer by Marc 18 September 2019, 11:06

Hut4567;37724:
Hi I signed up to switch to Pureplanet but a change in circumstances meant I had to cancel the switch. However the direct debit payment has still been taken. I have contacted through the online chat and had a notification that someone has responded. However I can’t access the response since I don’t have an account. Please can somebody get in contact with me directly to arrange for the money to be refunded

thanks


Hi @Hut4567
Sorry to hear this. I've checked it out with our Member services team. They replied to your WattBot message:
Direct Debit payments are requested around 3-5 working days before the payment comes out, so we'd already sent the request for payment before you cancelled.
We'll be refunding that back into your account in the next 5 working days. 🆙
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4 replies

Userlevel 7
Badge +8
Hi Hut4567,
If you used Wattbot to contact Pure Planet, you should still be able to use Wattbot to view your replies,but you will need to be logged in
Userlevel 7
Badge +10
hi hut
if you’re absolutely sure you never switched in recall the direct debit from your bank it’s the quickest way and send a message in wattbot type message the team and inform pp you’ve done that.
​Did you get a message or email saying the switch was cancelled ?
Hi, yes I received emails to say the switch was cancelled. I’m not sure I can recall it now as it’s been more than a day.

I am am logged in to the app but it doesn’t take me to the messages section. Assuming it’s because I don’t have an actual account with them now even though I can still login.
Hut4567;37724:
Hi I signed up to switch to Pureplanet but a change in circumstances meant I had to cancel the switch. However the direct debit payment has still been taken. I have contacted through the online chat and had a notification that someone has responded. However I can’t access the response since I don’t have an account. Please can somebody get in contact with me directly to arrange for the money to be refunded

thanks


Hi @Hut4567
Sorry to hear this. I've checked it out with our Member services team. They replied to your WattBot message:
Direct Debit payments are requested around 3-5 working days before the payment comes out, so we'd already sent the request for payment before you cancelled.
We'll be refunding that back into your account in the next 5 working days. 🆙

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