Hi Lucky 1957
As this is your first post, welcome to the Pure Planet community! When you post here you are not talking to Pure Planet directly but to your fellow customers, many of whom are happy to do what they can to help.
You can't simply get Pure Planet to call you. Their preferred method of communication is via the app, one of the ways they keep costs down and offer such a good rate. So if you want to talk to them, open the app, click on the three little bars top right hand corner, select Help, then choose Wattbot, put 'message the team' in the question box and then explain the problem. They promise to get back to you within one or two working days.
Alternatively, as Jon1 says, give some more information here and people will be pleased to give what advice they can.
For example, it may be helpful to note that because you are paying by direct debit, you get a statement rather than a bill, so there's usually plenty of time to sort out any problems.
Hope that helps