Hassle emails when outstading bill has been paid

  • 24 December 2021
  • 4 replies

My very elderly mum paid her outstanding bill to Pure Planet a couple of weeks ago (@£400) but is still getting daily hassle emails to pay this amount. Is there a way to get these stopped? Is no one updating the system? 


Best answer by G4RHL 24 December 2021, 10:17

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@JB1509 If you have the PP app or access to it, go to the Help function. Scroll to the bottom where you see a place to type your message. Start your message with the words “message the team” then input your query. It gets to a human. Response is said to be 2 to 3 days (working days). It is often quicker but this time of the year it may be slower.

One or two who work for Pure Planet are in this forum and they may be pick up your query and process it. 

Many thanks. I’ll give that a try.

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@JB1509 You could also try emailing them - 

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if your mum was more or less up to date with her payments and her original estimate for annual consumption was in the ball park, and we had just come out of the low use period (Summer), how did she end up with a final bill for £400? It seems high.

Did you actually check the numbers were correct? 

How was it paid

It can take a few days to show in the account, is the payment still not showing?