Thanks guys. I thought I was going crazy as I was 100% certain that I followed the link and then the instructions to follow the mobile app installation as advised by Pure Planet.
As of writing, I've written two complaints so far and no one has responded to either and its been two weeks. I've been a good customer for three months, made payments via direct debit in full and supplied prompt energy readings as advised.
Is the £25 voucher a scam to illegally invite us into joining under false pretences? Went to complain at the Energy Ombudsman but their website said to wait until eight weeks have elapsed since first complaint. I'm not sure if I want to wait that long and waste my time giving money to a lying/scamming energy company (that's how it feels - thought these guys were supposed to be caring and different to the big four).
I'm a few clicks away from going back to my old supplier (Bulb) who were pretty decent with their initiatives to supply green energy and 10% green gas. (This is not purchased carbon credits as Pure Planet does and I'm wondering if carbon credits are a cheap way of buying green credentials, hmmm)....Idk watch this space, if nothing from Pure Planet in next few days then its adios I think.