• Switching from Pure Planet to an other supplier

    Hello.

    I've switched suppliers as of the 4th of this month and I'm now supplied by another company.

    Leading up to the switch, the app no longer showed gas history or usage although electric was viewable. Once the switch finalised the app no longer recognises my account. I can not log in to view final payment or history of account.

    I've never been able to find my account number for Pure Planet. I have no access to my account which still has negative balance.

    I have cancelled my direct debit. This is in no way a refusal to pay my bill, but I'd like to know what it is first. I had set my DD payment date to the 20th of the month. This should give us plenty of time to resolve my concerns.

    I'll try this approach to contact first and see how we go.

    Best regards Stuart
    0
  • Hello.

    I've switched suppliers as of the 4th of this month and I'm now supplied by another company.

    Leading up to the switch, the app no longer showed gas history or usage although electric was viewable. Once the switch finalised the app no longer recognises my account. I can not log in to view final payment or history of account.

    I've never been able to find my account number for Pure Planet. I have no access to my account which still has negative balance.

    I have cancelled my direct debit. This is in no way a refusal to pay my bill, but I'd like to know what it is first. I had set my DD payment date to the 20th of the month. This should give us plenty of time to resolve my concerns.

    I'll try this approach to contact first and see how we go.

    Best regards Stuart


  • Hi stu66.
    You will get your final bill via email in the normal fashion. Stopping the DD can cause a problem as it slo2s refunds down, if it needs paying you could always breakout and dust off the cheque book or message via wattbot and make a oneoff payment.
    0
  • Hi stu66.
    You will get your final bill via email in the normal fashion. Stopping the DD can cause a problem as it slo2s refunds down, if it needs paying you could always breakout and dust off the cheque book or message via wattbot and make a oneoff payment.


  • hi stu
    you can make a one-off payment HERE, it probably would have been easier to leave the dd in place though.
    Quote Originally Posted by Stu66 View Post
    Hello.

    I've switched suppliers as of the 4th of this month and I'm now supplied by another company.

    Leading up to the switch, the app no longer showed gas history or usage although electric was viewable. Once the switch finalised the app no longer recognises my account. I can not log in to view final payment or history of account.

    I've never been able to find my account number for Pure Planet. I have no access to my account which still has negative balance.

    I have cancelled my direct debit. This is in no way a refusal to pay my bill, but I'd like to know what it is first. I had set my DD payment date to the 20th of the month. This should give us plenty of time to resolve my concerns.

    I'll try this approach to contact first and see how we go.

    Best regards Stuart
    0
  • hi stu
    you can make a one-off payment HERE, it probably would have been easier to leave the dd in place though.
    Quote Originally Posted by Stu66 View Post
    Hello.

    I've switched suppliers as of the 4th of this month and I'm now supplied by another company.

    Leading up to the switch, the app no longer showed gas history or usage although electric was viewable. Once the switch finalised the app no longer recognises my account. I can not log in to view final payment or history of account.

    I've never been able to find my account number for Pure Planet. I have no access to my account which still has negative balance.

    I have cancelled my direct debit. This is in no way a refusal to pay my bill, but I'd like to know what it is first. I had set my DD payment date to the 20th of the month. This should give us plenty of time to resolve my concerns.

    I'll try this approach to contact first and see how we go.

    Best regards Stuart


  • Just an update. As you're aware I have cancelled my DD as I have left Pure Planet via Switch to a new provider and Pure Planet has removed my account log in and history data so during and prior to the switch I am unable to check my account.

    Today, 10th. I've been contacted via email by Pure Planet to inform me that my DD has been cancelled. I haven't received my bill so not sure how much they would have taken 10 day before my DD should have been taken.

    So I personally don't believe cancelling my DD was a bad move on my part. Indeed, Pure Planet removing my account details and history prior to the switch and whilst still having balance owing was in my view poor judgement on Pure Planet.

    They've tried phoning me but as I'm a production worker, phoning during the day to set up a new Direct Debit is inconvenient and a bit pointless so won't be happening.

    I'll wait for the email with the bill and pay what energy costs I owe.

    Trusted Pilot points are dropping here...

    [update]Called back @ 14:37, 01225 459833, and it's and answer phone message. Total know where you're coming from, not always convenient to answer the phone!
    Last edited by Stu66; 10-07-19 at 14:42. Reason: update information
    0
  • Just an update. As you're aware I have cancelled my DD as I have left Pure Planet via Switch to a new provider and Pure Planet has removed my account log in and history data so during and prior to the switch I am unable to check my account.

    Today, 10th. I've been contacted via email by Pure Planet to inform me that my DD has been cancelled. I haven't received my bill so not sure how much they would have taken 10 day before my DD should have been taken.

    So I personally don't believe cancelling my DD was a bad move on my part. Indeed, Pure Planet removing my account details and history prior to the switch and whilst still having balance owing was in my view poor judgement on Pure Planet.

    They've tried phoning me but as I'm a production worker, phoning during the day to set up a new Direct Debit is inconvenient and a bit pointless so won't be happening.

    I'll wait for the email with the bill and pay what energy costs I owe.

    Trusted Pilot points are dropping here...

    [update]Called back @ 14:37, 01225 459833, and it's and answer phone message. Total know where you're coming from, not always convenient to answer the phone!


  • hi Stu66
    Whilst I agree that the account details disappearing is poor (I've posted about this before, it causes problems the account details should be left and updated and with the ability to re-apply at a new property), I disagree that cancelling the DD was the right thing to do. Effectively you have caused your own problems, you have a direct debit guarantee, if you disagree with the final bill you can have the DD reversed. Furthermore a simple message via wattbot asking them to reduce the direct debit they may have taken before your switch would likely have yielded results depending on your balance.
    ALL companies continue to take the DD while you're switching and until the bill is finalised, not just PP.
    You have caused your own problems, and it would have happened with any other company save for the removal of the account details which I agree should be addressed in future.
    I don't work for PP.

    Quote Originally Posted by Stu66 View Post
    Just an update. As you're aware I have cancelled my DD as I have left Pure Planet via Switch to a new provider and Pure Planet has removed my account log in and history data so during and prior to the switch I am unable to check my account.

    Today, 10th. I've been contacted via email by Pure Planet to inform me that my DD has been cancelled. I haven't received my bill so not sure how much they would have taken 10 day before my DD should have been taken.

    So I personally don't believe cancelling my DD was a bad move on my part. Indeed, Pure Planet removing my account details and history prior to the switch and whilst still having balance owing was in my view poor judgement on Pure Planet.

    They've tried phoning me but as I'm a production worker, phoning during the day to set up a new Direct Debit is inconvenient and a bit pointless so won't be happening.

    I'll wait for the email with the bill and pay what energy costs I owe.

    Trusted Pilot points are dropping here...
    1
  • hi Stu66
    Whilst I agree that the account details disappearing is poor (I've posted about this before, it causes problems the account details should be left and updated and with the ability to re-apply at a new property), I disagree that cancelling the DD was the right thing to do. Effectively you have caused your own problems, you have a direct debit guarantee, if you disagree with the final bill you can have the DD reversed. Furthermore a simple message via wattbot asking them to reduce the direct debit they may have taken before your switch would likely have yielded results depending on your balance.
    ALL companies continue to take the DD while you're switching and until the bill is finalised, not just PP.
    You have caused your own problems, and it would have happened with any other company save for the removal of the account details which I agree should be addressed in future.
    I don't work for PP.

    Quote Originally Posted by Stu66 View Post
    Just an update. As you're aware I have cancelled my DD as I have left Pure Planet via Switch to a new provider and Pure Planet has removed my account log in and history data so during and prior to the switch I am unable to check my account.

    Today, 10th. I've been contacted via email by Pure Planet to inform me that my DD has been cancelled. I haven't received my bill so not sure how much they would have taken 10 day before my DD should have been taken.

    So I personally don't believe cancelling my DD was a bad move on my part. Indeed, Pure Planet removing my account details and history prior to the switch and whilst still having balance owing was in my view poor judgement on Pure Planet.

    They've tried phoning me but as I'm a production worker, phoning during the day to set up a new Direct Debit is inconvenient and a bit pointless so won't be happening.

    I'll wait for the email with the bill and pay what energy costs I owe.

    Trusted Pilot points are dropping here...


  • Woz, I haven't caused any problems for myself. You agreeing with the removal of my details prior to final bill and having raised this point previously yourself just shows how you do actually agree.

    Do you know how much money I have in my account. Do you know when my DD are due. Do you know these details about your own account?

    I'm aware of the switch process, I did it not long ago. No issue with the previous supplier and their DD.

    No, Woz. I haven't caused any problem for myself and thanks for letting me know the problems you've raised previously and on deaf ears.
    0
  • Woz, I haven't caused any problems for myself. You agreeing with the removal of my details prior to final bill and having raised this point previously yourself just shows how you do actually agree.

    Do you know how much money I have in my account. Do you know when my DD are due. Do you know these details about your own account?

    I'm aware of the switch process, I did it not long ago. No issue with the previous supplier and their DD.

    No, Woz. I haven't caused any problem for myself and thanks for letting me know the problems you've raised previously and on deaf ears.


  • hi Stu
    Perhaps I put it too bluntly, apologies if my reply somehow offended you. I'm just saying that if you had left the DD in place it would have taken care of itself irrespective of how much is or isn't in your account.

    ​Cancelling it has effectively caused more work for you. I know this because I did the same with a previous company and it delayed my refund. they didn't know where to pay it.
    I suppose if you owe them it's that bit more satisfying to cancel the DD, not that I'm suggesting that's why you cancelled.

    The points I raised certainly didn't fall on deaf ears, it's just work in progress (as far as I know).
    I do know the balance of my account and what I owe. I could know exactly the balance of my own account at any point during the month, I have a spreadsheet I just need to enter the readings between statements (if I wanted to know but happy with monthly statements, so no need to)
    I don't need or want to know the balance of your account, it wasn't relevant to my reply.
    Anyway, good luck moving on.

    Quote Originally Posted by Stu66 View Post
    Woz, I haven't caused any problems for myself. You agreeing with the removal of my details prior to final bill and having raised this point previously yourself just shows how you do actually agree.

    Do you know how much money I have in my account. Do you know when my DD are due. Do you know these details about your own account?

    I'm aware of the switch process, I did it not long ago. No issue with the previous supplier and their DD.

    No, Woz. I haven't caused any problem for myself and thanks for letting me know the problems you've raised previously and on deaf ears.
    Last edited by woz; 10-07-19 at 15:42.
    0
  • hi Stu
    Perhaps I put it too bluntly, apologies if my reply somehow offended you. I'm just saying that if you had left the DD in place it would have taken care of itself irrespective of how much is or isn't in your account.

    ​Cancelling it has effectively caused more work for you. I know this because I did the same with a previous company and it delayed my refund. they didn't know where to pay it.
    I suppose if you owe them it's that bit more satisfying to cancel the DD, not that I'm suggesting that's why you cancelled.

    The points I raised certainly didn't fall on deaf ears, it's just work in progress (as far as I know).
    I do know the balance of my account and what I owe. I could know exactly the balance of my own account at any point during the month, I have a spreadsheet I just need to enter the readings between statements (if I wanted to know but happy with monthly statements, so no need to)
    I don't need or want to know the balance of your account, it wasn't relevant to my reply.
    Anyway, good luck moving on.

    Quote Originally Posted by Stu66 View Post
    Woz, I haven't caused any problems for myself. You agreeing with the removal of my details prior to final bill and having raised this point previously yourself just shows how you do actually agree.

    Do you know how much money I have in my account. Do you know when my DD are due. Do you know these details about your own account?

    I'm aware of the switch process, I did it not long ago. No issue with the previous supplier and their DD.

    No, Woz. I haven't caused any problem for myself and thanks for letting me know the problems you've raised previously and on deaf ears.