I've switched to Pure Planet so why is my old supplier still charging me?
15-03-18, 12:43 - Views: 4144
We sometimes get questions from members who have switched to Pure Planet but get a bill from their old supplier, or are still making Direct Debit payments to their old supplier.
They want to know how their old supplier can still be charging them when they have switched away and are already on supply with Pure Planet?
And then, to make matters more confusing, if they contact their old supplier to query this, some people are incorrectly told that we haven’t sent them your meter readings.
It takes about six weeks from the date you switched to Pure Planet for your old supplier to send you a final bill.
This is what happens in those six weeks:
From your switch date we send your opening meter readings (the ones we ask you to submit in the app about five days before your switch date) to an energy industry database.
If you don’t send us the opening meter readings we use an estimate based on previous usage.
Two things can then happen after that.
The industry database matches your opening meter readings. We and your old supplier are informed. If you’ve got electricity and gas, one set of meter readings may be sent to your old supplier several days before the other (this is why some old suppliers claim to only have received one).
The switch then progresses and your old supplier issues you a final bill.
But, occasionally, your old supplier may dispute the reading, for instance if your opening meter readings do not match their own records by a big margin.
If this happens we will liaise directly with your old supplier to reach an agreement. To help this process we’ll use the photos you took of your meter(s) when you sent us your first reading(s). We may need you to send us new meter readings and/or photos.
We have a query with your opening meter readings, because there is a large difference between your opening meter readings and the estimated readings held on the central industry database, based on your previous energy usage.
If this happens, we will then liaise with your old supplier to reach an agreement. To help this process we’ll use the photos you took of your meter(s) when you sent us your first reading(s). We may need you to send us new meter readings and/or photos.
You will remain on supply with Pure Planet throughout.
It usually takes six weeks, after which you will get your final bill from your old supplier, and if you’ve been paying them for energy you haven’t used, you can expect a refund.
FAQ: Why have estimated meter readings been used to open my Pure Planet account?
Last edited by Marc; 29-03-19 at 15:28. Reason: Fixed some text formatting
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