I need a refund. I cancel my subscription with this company before start and they took the direct debit payment from my account.
Best answer by Gwyndy
Sorry to hear you have not decided to complete your switch.
I believe that the time lag required to set up and request the payment under the Direct Debit scheme may be responsible for this - it’s probably a downside of making the first payment on switching day.
I would hope that Pure Planet would notice the error and refund you fairly quickly, however it is probably advisable to seek confirmation.
To do this:
If you have a working app, or can log in to the ‘Go To Account’ page on the website:
Three horizontal bars top right.
Get Help and Support
Open WattBot (under ‘ask a question’)
Type ‘Message the Team’ - leave a message and someone in customer support should get back to you within 2 working days.
The community does not have access to account specific information, so if WattBot cannot help, all I can suggest is you send a direct message to