Pure Planet reviews: add your feedback

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.

PurePlanet

Hey @emilyjhall

When you move into a new property, the previous occupant's supplier will still be supplying the property (in this case, Pure Planet). You'd need to pay the existing supplier for the energy you use from when you move in until a new supplier takes over.

It may be that if there was initially an outstanding debit on the account, which meant your switch to Scottish Power was blocked.

Sorry about the confusion with your Direct Debit payments - if you restart your gas switch to Scottish Power now, this won't be blocked from switching.

Please don't give up on switching to renewable energy - there are other options available in the market today. It’s a small step that makes a big difference.

Nataly @ Pure Planet

roddydogs

Agree with post362, no phone no, and no one replies to the online "watbot"" or to e mails
Still waiting for my £50 voucher, Pp rep please note!, or reply, thanks.

PurePlanet

Hey @roddydogs

Amazon vouchers are sent via email once both Members are on supply and have made their first payment. It's worth double-checking your spam/junk mail for the voucher email.

If it's not there, just type 'where is my Amazon voucher' in WattBot, Watt will take some info from you - your friend's name and address, and the unique referral code. This info will then be handed to our team to check out.

Our service is 100% digital - we don't have call centres. Being 100% digital allows us to be more efficient and save money - savings we pass on to you.

Nataly @ Pure Planet

roddydogs

PurePlanet wrote: »

Hey @roddydogs

Amazon vouchers are sent via email once both Members are on supply and have made their first payment. It's worth double-checking your spam/junk mail for the voucher email.

If it's not there, just type 'where is my Amazon voucher' in WattBot, Watt will take some info from you - your friend's name and address, and the unique referral code. This info will then be handed to our team to check out.

Our service is 100% digital - we don't have call centres. Being 100% digital allows us to be more efficient and save money - savings we pass on to you.

Nataly @ Pure Planet

Yes i am aware of all that, it dosent address my query about my individual case

PurePlanet

Hi @roddydogs

This is a public MSE forum, so we don't have access to your Pure Planet account info.

If you could follow the steps WattBot takes you through after typing 'where is my Amazon voucher', this'll mean our Member Services team can investigate your individual case and get your voucher sent to you:)

Nataly @ Pure Planet

roddydogs

Well, ive now got a text from yourselves with a link saying ive got a message, when i click the link, it just goes back to "ask watbot". ,

Umiamz

roddydogs wrote: »

Well, ive now got a text from yourselves with a link saying ive got a message, when i click the link, it just goes back to "ask watbot". ,

The message from them will be in WattBot - that's how it works.

roddydogs

Yes, got it now, but Wattbot didn't reply, and now their closed till Monday, great!

roddydogs

Well im still trying to get an answer from Wattbott, but no joy he dosent understand the question, Wattbott is useless. Any response from PP