Pure Planet reviews: add your feedback

PurePlanet

Hey @NNI

Your Direct Debits are calculated using the annual usage you enter when getting a quote. So, if the overall annual usage is roughly correct, then the monthly payments should cover this.

There may be a small debit or credit amount left after each month statement - if a large credit or debit built up, we can review your payments to ensure you're on track.

The higher winter payments and lower summer payments should account for the different levels of usage.

Nataly @ Pure Planet

JPears

Have cancelled my switch to PP due abysmal customer service.
Signed up, welcome pack received same day via email.
Then nothing for 20 days, no switch, no update, nothing.
Finally managed to find out via community pages (a task in itself with the app constantly saying I wasn't logged in when I was) that I could send a message to a human via the useless bot service.
Why not make this patently clear on the bot or app in the first place instead of making people go round the houses?
Apparently I was informed, by email, that the switch had been cancelled 2 days after starting it. I wasn't informed. All emails incluuing spam and deleted checked - no cancelation email.

The switch was cancelled because PP said I had a prepayment gas meter. I don't and never have had in 24 years.
If you're going to have a "digital" service, make sure it works, robustly.
And staff that know what they are doing.

PurePlanet

Hi @JPears

Our service is 100% digital - if you have any questions, you can tap 'Help' in our app or from your account at https://purepla.net.

We try to be as accessible as possible, and we appreciate that this format won't suit every one - thank you for your feedback about accessing the team via WattBot.

Being 100% digital allows us to be more efficient and save money - savings we pass on to you.
Please don't give up on switching to renewable energy!

Nataly @ Pure Planet

NNI

Nataly,
Let's just say based on my estimated usage that my monthly DD is £120. I want to pay that every month, starting in November. But come February I'll be over £100 in debit. I don't want you to then change my DD, because I'll make it up in June, July, & August when my central heating is not on. I thought the whole point of paying monthly by DD is that you pay the same amount every month.

nickcc

NNI wrote: »

Nataly,
Let's just say based on my estimated usage that my monthly DD is £120. I want to pay that every month, starting in November. But come February I'll be over £100 in debit. I don't want you to then change my DD, because I'll make it up in June, July, & August when my central heating is not on. I thought the whole point of paying monthly by DD is that you pay the same amount every month.

Unfortunately you may want to pay the same amount monthly but when you choose to switch to PP you can't. I'm more than happy to pay the different amounts as it still works out the same over the twelve months as paying a set amount would.

Psyduck1980

When I’m in the app I don’t have the option to send a message to the team. I can either ask Wattbot (which is really just a list of FAQ) or ask the community. Does anyone else have the same issue?

Umiamz

Psyduck1980 wrote: »

When I’m in the app I don’t have the option to send a message to the team. I can either ask Wattbot (which is really just a list of FAQ) or ask the community. Does anyone else have the same issue.

You have to actually type "message the team" while you are in Wattbot.

nickcc

Psyduck1980 wrote: »

When I’m in the app I don’t have the option to send a message to the team. I can either ask Wattbot (which is really just a list of FAQ) or ask the community. Does anyone else have the same issue.

Have a read of post 348 as it tells you what you want to know.

Psyduck1980

@Umiamz - thank you! Not exactly intuitive is it!?!?!?

emilyjhall

Worst communication ever

I moved into a home supplied by pure planet. I have spent a month trying to switch to Scottish power. More than 30 days.
Firstly, pure planet has no phone number. In order to speak to them you have to download an app and use their AI until finally the AI gives up and sends your messages to a human. My AI took a while to give up.
Their app doesn't notify you when they send you a message, so thank god humans have evolved the power of telepathy, or I'd have been waiting weeks to receive a message I'd already received.
Eventually (after Scottish Power was blocked from changing me) I was told I had to create an account to switch my supplier, and then the supplier switch would happen automatically. I wish it was this simple.
I received two letters, addressed simply to "the occupier" so presumably sent before I'd made my account. One stated my home was supplied by pure planet and gave me an outstanding balance, the other told me I was no longer with pure planet and gave me a final balance. I thought these were a sign of things becoming simpler. I was naive.
My app account showed a different balance to the one I received. I requested a phonecall from the payments team to sort this out. It was booked for 10am, at 11am I sent them a message. They apologised for not calling and said they would phone me at some point that day.
By 8pm I hadn't received a phonecall so I messaged again. A few days later they told me they didn't phone me because I don't have an outstanding balance to settle, they'll just take my regular direct debit (something I was required to set up when I created an account).
Today I got more messages. Pure planet claims my electricity supply hadn't been switched, only my gas. Scottish power claims they were blocked from switching the gas so only switched the electricity. Currently I have two electricity suppliers and no gas supplier. What is going on.
I would love to use a renewable energy company, but my sanity has been chipped away by pure planet. I hate to say I'm sticking with a well established fossil fuels company, and that decision is completely made on the state of pure planet's communication.