Just to let you know that if you have a Direct Debit payment due to be collected on Wednesday 8 May, this is going to be collected on Thursday 9 May instead.
Sorry for any inconvenience this causes - if your statement is usually sent the next day (so your payment is the 8th and billing date is the 9th) this means your account may appear to be in debit or like it has a lower credit than usual. Don't worry - once the Direct Debit is collected your account balance in the app will be updated (you can tap 'balance and payments' in the app to view this).
June's payment will be back to the usual date of the 8th and the statement will show both May and June's payments.
03-05-19, 09:49NatalyRESOLVED: Direct Debit payments delay 8/9 May 2019
Hi am new to PurePlanet what date are payments taken?
The first payment is normally taken the day you come on supply with PP, and on that date each month thereafter.
There will be instances where there are weekends and Bank holidays which may delay the payment being made, but in essence that is the answer.
After the first payment has been taken (you can't change that) you can change the date of subsequent payments in the app under "Balance and Payments"
08-05-19, 18:02RinaSo annoyed
Hi im new to this . I just wanted to ask has anybody else experienced a delay from Pure Planet when leaving to change to a new supplier?
They have even delayed the switch to the new company and now I cannot get in contact with anybody to discuss further. THIS SERVICE IS RIDICULOUS!! Please can anybody advise what to do as I have questions to discuss with the company but nobody from the company is available to answer them
I am new to writing in the community and I'm not sure if this is correct, but I was wondering if anybody has experienced any problems or delays transferring to a new supplier? I have been waiting for a while now to receive some from of contact from customer service but nobody has been in touch which is really frustating
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Can anybody advise whom I can speak to from Pureplanet to urgently assist with my questions in relation to my account?
To speak to Pure Planet you need to go to the app, click on the three little bars top right corner, and then click on Help, then choose Wattbot, put 'message the team' in the subject line, explain the problem and they promise to get back to you within two working days.
That's how it works.
08-05-19, 19:25Strutt G
(experienced a delay from Pure Planet when leaving to change to a new supplier)
Some Info that may or may not be of assistance
When you leave any supplier it takes up to six weeks before your final bill is produced and often sooner.
During the leaving process you should keep your DD live as this is standard practice so that PP (any supplier) can reimburse monies owed or charge for any energy that is not paid for.
There is also a one off payment method and heres the link if this applies and may be off assistance and was available from the FaQ's
However if your switch has been blocked or cancelled then you need to contact PP via the APP and ask why.
All suppliers are allowed to block a customers switch for varying reasons, usually if theres something outstanding.
So follow this method to get a PP team members response!
- Open Help
- Open ask wattBot
- First type: "Message the Team" then post your concerns
- A PP team member WILL respond back with the bot
- If you forget you will get a text as a reminder.
I communicate with team members quite often following the above process and within this community.
I use all the tool available and it all works like a dream.
Today there was a 6% gas price reduction so maybe its worth reconsidering.
Anyway enough of my jibber jabber and good luck..head back if you need any and more assistance.
Is there anything in particular that you need help with? It might be something more general that the industry boffs that lurk on here may be able to give you some guidance on. If it's specifics about your account then I'm afraid only the PP team will be able to advise.
As mentioned above, there is a well trodden industry path for suppliers to switch you across between each other but it can take several weeks to finalise. As long as you have given the correct information to the new supplier and readings when you join them the rest will happen automatically but can take some time.
The industry is looking at faster switching but that will be a while off being implemented yet.
Welcome to the community.
I've merged your different threads into one place, to avoid posting duplicate replies in different places, as this can get confusing.
Our Member services team have received your messages. They replied on 29 April asking what your query is (as you didn't say) and then emailed you on 1 May asking what your query is about.
Could you reply to the email? :up:
Hi Mark, I want to get my direct debit payments reviewed. If I don’t do that we are going to be in big credit. Whom and where do I contact someone to do that?
Can some one call me on my mobile please to arrange that?
16-05-19, 22:06David j
Hi Varinder, there are no call centres or telephone contracts available as Pure Planet are app based. Direct Debits are reviewed every 6 months, however, if you are concerned you can contact a PP representative through the app - click on 3 white bars (top right corner of blue homepage), click help then click on Wattbot and type in “message the team “ followed by your concern. You will get a reply, but not instantly.
PP don't have call centres, communication for account related queries is via help in the app.
Go to help, wattbot, type "message the team" and ask for a dd review/refund or whatever (don't forget you'd normally expect to be around an verage month in credit when the dd is taken.
Replies aren't instant, but you will get a reply in a day or 2.