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I changed supplier a few days before PP ceased trading, but DD was still taken out of my account. I havent had a final bill, I was already in credit. How do I get a final bill and my money back from PP?

  • 18 October 2021
  • 36 replies
  • 653 views

I left PP a few days before they ceased trading. The switch was complete. PP still took out my DD I was already in credit. I havent had a final bill yet but have already switched. How do I get my bill and credit from Pure Planet?

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Best answer by Duppy 18 October 2021, 18:11

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Userlevel 1

Cancelling the Direct Debit is a personal choice of course, but I haven’t cancelled mine as I assumed that would be the easiest way to get the refund when Shell Energy get round to it. 

I'm in exactly the same position having switched from PP in early October shortly before they ceased trading.  My direct debit was still taken on 19th Oct and I'm worried that another payment will be taken on 19th Nov.  I understand that Shell will eventually refund my credit but don't want to continue making payments to them in addition to paying my new supplier.

So as I understand it, the options are to cancel the DD, but that could make it harder to get the refund, or to leave it, which means making unnecessary extra payments until next year and trusting that Shell will eventually refund it.  Does that sum it up?

I was in the same position, after a lot of deliberation, I took a chance and didn’t cancel my direct debit and I’m pleased to say that PP haven’t taken a payment in November (it was due on the 5th).  It was a difficult decision, as I couldn’t afford two energy payments in one month, but thankfully it was all fine and now I’m just waiting for Shell to refund my credit balance.  I hope this helps you.

Hello @Caz72 and @crusaderno7 

Thanks for posting! @Lapa is spot on here - this may be helpful too:

 

Cancelling the Direct Debit is a personal choice of course, but I haven’t cancelled mine as I assumed that would be the easiest way to get the refund when Shell Energy get round to it. 

Hey @Robb72 

That’s absolutely spot on. :ok_hand:

The advice is not to cancel your Direct Debit, to make the process of sorting refunds, etc, much smoother once your account’s transferred to Shell. :slight_smile:

Userlevel 2

Hi, I also switched from Pure Planet (to Octopus) a few weeks before PP stopped trading. I was in credit and they confirmed my switch was complete....and THEN took another payment. They now owe me almost £200. I'm worried that I'll "fall through the cracks" because OFGEM were not involved in the switch. Who will arrange for my refund? Do I need to do to anything to ensure this refund is processed?

Userlevel 7
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@Caz72 

As stated your bank details are held for a time, but they are not accessible. Regardless as mentioned numerous times in numerous posts, if you cancel your direct debit, Shell will be in touch to arrange a new one once the accounts are set up

Userlevel 7
Badge +11

@Caz72 That is not my understanding, if you cancel the DD you’ll have to set up a new one from scratch with Shell. (They may temporarily set the amount to the previous.)

Userlevel 7
Badge +6

I think what @mtc is saying that he switched suppliers pre ceasing trading. So he’s paying his new supplier but also paying PP/shell as the account is not closed. 

Yes @Lapa that was what I meant, sorry if it wasn't clear.  Ok, I will cancel the DD to avoid building up further credit with PP and hope Shell will sort out the refund in due course.  Thanks both.

Userlevel 7
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Direct Credit to my bank account does not require a mandate, so that if at any time the balance need to be refunded, it will be refunded.

 

@rms 

True as long as they have your bank account details. I was always under the impression that once a DD was cancelled the company could no longer credit your account. My understanding is they aren’t then allowed to store your bank details, thus you would need to let them know the account number.

If so you won’t automatically get your refund without intervention

I may be talking complete b*ll*x but that is how I’ve always understood it to work, butt happy to be corrected?

Userlevel 7
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If they do, shell will refund anything that is due. I believe the guidance is to leave the DD so that it’s smoother for them to refund but if you cancel it Shell will contact  you for your details.  

Userlevel 7
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@Ticketyboo4u

If you haven't had a final bill, and PP hold a credit, you are still technically a customer, your details will be sent to Shell as per Ofgem rules, and any credits will be repaid by them, although it may take a while, whilst all of PP's customers are transferred to their systems.

For the moment there is nothing you need to do

Hello @Ticketyboo4u 

Thanks for posting, love your username! 

@Duppy is spot on here - your credit is protected and won’t fall through the cracks, and Ofgem are part of the process involving Shell taking over PP’s Member base. Shell will process your final bill and refund your credit, it may just take a little time. You don’t need to do anything. 

I hope this helps!

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@sandojane 

 

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@sandojane  

 

 

Userlevel 7
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Shell will handle everything. It will take a bit longer than normally as they have over 300k accounts to set up on their systems.m but they will refund you as soon as they can :) 

Userlevel 1

I am in the same position, switched away before PP ceased trading. Final readings have been accepted, but no final bill produced and I am in credit as well. Who really knows if and when we will get our money back. 

Hello @woz and @rms 

Details are held for a period of time before being removed, they won't be accessible, but the information will be there. We follow the same rules as other companies. I hope this helps! 

Hello @woz and @rms 

Details are held for a period of time before being removed, they won't be accessible, but the information will be there. We follow the same rules as other companies. I hope this helps! 

Sorry to go on, but have I understood the above correctly, that I can cancel the direct debit as the bank details will be available to Shell from Pure Planet?  Sorry, just getting really confused now, thank you

I'm in exactly the same position having switched from PP in early October shortly before they ceased trading.  My direct debit was still taken on 19th Oct and I'm worried that another payment will be taken on 19th Nov.  I understand that Shell will eventually refund my credit but don't want to continue making payments to them in addition to paying my new supplier.

So as I understand it, the options are to cancel the DD, but that could make it harder to get the refund, or to leave it, which means making unnecessary extra payments until next year and trusting that Shell will eventually refund it.  Does that sum it up?

Badge +5

@mtc Leave it all alone. Your credit will be applied to what you owe PP and the balance goes to Shell toward what you owe them. If a refund is to be made Shell will send it to you. So sit back, forget about it  all as it will sort and pour yourself a nice drink - if it’s not too early for such! :wine_glass:

Thanks @G4RHL that's all very well but doesn't it mean that I'm effectively paying 2 companies for my energy in the coming months until Shell sort it out.  I'm fortunate in that I can probably afford to do that but I can imagine that could cause real hardship for some.  I don't owe PP/Shell anything and my account is already in credit.

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@mtc You are only paying  one company. At present it is PP. At some time in the future it will be Shell. Nobody is asking you to pay two companies. Nothing changes at your end other than two things:

  1. Your payee ultimately becomes Shell
  2. Your monthly dd  will be adjusted to allow for the different amounts you will pay Shell in future.

The only company now to receive your money is Shell. They are the billing party. Until they have set up individual accounts PP are in effect their agent collecting payments on their behalf and probably even telling them your readings. That is all that PP is now. An agent for Shell. It just takes time to sort the paperwork and the beauty of it is you do nothing. It will just happen. What is not of beauty is the increased cost but I can’t help with that. I estimate that for the whole of November, if I was billed entirely by Shell my increase will be £17.47 for the month.

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@Lapa If that’s the case I have misunderstood. His solution is stop the PP direct debit. A mechanism will no doubt be in place for refunds to be made to those who don’t have an “old” DD in place. Doing this removes any cash flow problems. If I was in this situation it is precisely what I would do.

@sandojane 

It is unfortunate that this happened, but in certain circumstances, like completing switching supplier right before PP announcement + being in credit + cold season higher amount of DD + electric house/no gas account - would mean double high amount debited monthly until Shell sort it out for unknown period of time.

I cancelled my direct debit mandate for PP ( and it failed this month), there is enough money on the account to cover that and will still be in credit. Direct Credit to my bank account does not require a mandate, so that if at any time the balance need to be refunded, it will be refunded.

 

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