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switiching issue. no final bill

  • 28 October 2020
  • 1 reply
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I have just switched away from Pure Planet, and I was in credit. However, another direct debit has been taken from my account, with no details of any final bill or statement.

Can anyone advise, please?

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Best answer by Gwyndy 28 October 2020, 16:05

I have just switched away from Pure Planet, and I was in credit. However, another direct debit has been taken from my account, with no details of any final bill or statement.

Can anyone advise, please?

Hi @Padleydi 

The switch has to go through a verification process, in line with Pure Planet’s and your new energy provider’s licences from OFGEM.

This process can take up to 6 weeks (normally less time, can be longer if there is a dispute over the readings) - during this time both your old and new providers will charge you, and you will be refunded once the meter readings are agreed and the final bill is issued.

More information on the OFGEM mandated verification process (including the use of ‘actual’ and ‘estimated’ readings by the verifiers) may be found here:
https://community.purepla.net/switching-supplier-30/switching-suppliers-what-happens-when-you-switch-10298

If you’d like ‘independent’ confirmation, please see this thread at Money Saving Expert:
https://forums.moneysavingexpert.com/discussion/6050210/meter-reading-validation

The ‘Balancing and Settlement process’ is described in more detail than I can bear to read here:
https://www.elexon.co.uk/documents/bsc-codes/bscps/bscp504/

Please bear in mind, both your old, and new, suppliers have to use the same readings, so you will not pay for the same energy twice.

If you want to contact someone to see if they could reduce, or stop taking your direct debit during the process, the best way would be to open the app (if you are using it) or go to purepla.net (if you aren’t) - ensure you are logged in, click the three bars top right, and select ‘Get Help and Support’.

Then select ‘Ask a Question’ 

This will open WattBot, you can try asking WattBot if it can stop your direct debit, it may need to put you through to ‘Member Services,’ or as WattBot calls it ‘The Team.’

Hope this helps

Kindest regards

Gwyndy

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I have just switched away from Pure Planet, and I was in credit. However, another direct debit has been taken from my account, with no details of any final bill or statement.

Can anyone advise, please?

Hi @Padleydi 

The switch has to go through a verification process, in line with Pure Planet’s and your new energy provider’s licences from OFGEM.

This process can take up to 6 weeks (normally less time, can be longer if there is a dispute over the readings) - during this time both your old and new providers will charge you, and you will be refunded once the meter readings are agreed and the final bill is issued.

More information on the OFGEM mandated verification process (including the use of ‘actual’ and ‘estimated’ readings by the verifiers) may be found here:
https://community.purepla.net/switching-supplier-30/switching-suppliers-what-happens-when-you-switch-10298

If you’d like ‘independent’ confirmation, please see this thread at Money Saving Expert:
https://forums.moneysavingexpert.com/discussion/6050210/meter-reading-validation

The ‘Balancing and Settlement process’ is described in more detail than I can bear to read here:
https://www.elexon.co.uk/documents/bsc-codes/bscps/bscp504/

Please bear in mind, both your old, and new, suppliers have to use the same readings, so you will not pay for the same energy twice.

If you want to contact someone to see if they could reduce, or stop taking your direct debit during the process, the best way would be to open the app (if you are using it) or go to purepla.net (if you aren’t) - ensure you are logged in, click the three bars top right, and select ‘Get Help and Support’.

Then select ‘Ask a Question’ 

This will open WattBot, you can try asking WattBot if it can stop your direct debit, it may need to put you through to ‘Member Services,’ or as WattBot calls it ‘The Team.’

Hope this helps

Kindest regards

Gwyndy

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