Pure Planet reviews: add your feedback

PurePlanet

Hey @Exothermic

Your Direct Debit will be the same amount each month, from April - September and October - March - that's what's been displayed in your email.

The £47 is applied as a credit visible on your monthly statement, on your first and third statements from us. So, it wouldn't be outlined in your welcome pack email.

Don't worry - you're eligible for the MSE offer

Nataly @ Pure Planet

keffs99

I tried switching, and ran into what should have been a minor problem (which is I believe a fault of theirs), but it wasn't. There is no way to contact an actual person to resolve it. No phone number, no email, just some AI system, which is pretty useless. I described my problem, it offered 3 suggestions which had nothing to do with what I had typed, and none of these suggestions offered any help with my problem and that is it!!


Switch go smoothly? No.

Easy to contact? No way.


Keep clear. A utility company you can't contact? Experience tells me keep well clear. Switch cancelled.

PurePlanet

Hey @keffs99

If WattBot's unable to answer your question, he'll either send you through to our Member Services team, or you can type 'message the team' to get in touch with them.

Sorry to hear there was a glitch with your switch - being digital-only doesn't suit everyone.
Don't give up on renewable energy! The switch to renewables makes a big difference

Nataly @ Pure Planet

keffs99

Well unfortunately WattBot was not doing what you think it should. I hit a dead wall, and however I phrased the problem, it just kept spewing out the same useless and irrelevant "solutions".

The "message the team" option was never shown. How are you supposed to find out about that? Any organisation that deliberatley makes communication difficult is not one to be trusted. It's nothing to do with being digital only, it's about providing accessible customer support.

PurePlanet

Hey @keffs99

Sorry WattBot couldn't help - we're working on improving his responses all the time, so any feedback is always appreciated!

You can check out and add any feedback on this post on our Community for our latest plans to make the 'help' page as clear and transparent for Members as possible.

Nataly @ Pure Planet

gwr100

30 October 2019
Useless if you try to contact Pure Planet through your computer. Worst company I have ever come across in my 79 years and yes I am computer savvy. I only joined PP a week ago through Martin's Moneysaving which I have used for many transactions over the years with great effect - BUT not this one - will be leaving as soon as I am released from its shackles during the 'Transfer' period !!
I don't mind paying a bit more to have REASONABLE contact with the company.
GWR

nickcc

gwr100 wrote: »

30 October 2019
Useless if you try to contact Pure Planet through your computer. Worst company I have ever come across in my 79 years and yes I am computer savvy. I only joined PP a week ago through Martin's Moneysaving which I have used for many transactions over the years with great effect - BUT not this one - will be leaving as soon as I am released from its shackles during the 'Transfer' period !!
I don't mind paying a bit more to have REASONABLE contact with the company.
GWR

When i signed up I knew you could only use a tablet or smart phone, has this now changed to include a PC ?

PurePlanet

Hey @gwr100

If you're logged in online you can contact us by tapping 'help' > 'Ask WattBot' from the main menu.

Is there anything we could help with?

@nickcc
Yep we introduced the ability to manage your account online in June this year!

For those that'd prefer not to use a mobile/tablet, you can log in at purepla.net/login.

Nataly @ Pure Planet

Therealalig

I signed up with Pureplanet via MSE deal, downloaded the app and it was counting down the days to my switch and all of a sudden the countdown is gone and there is no sign my switch is progressing?!
I cancelled my direct debits in anticipation as I'm in credit but sort of in limbo now, switch was due to happen on the 2nd November, current suppliers are asking me to set up direct debits again.

PurePlanet

Hey @Therealalig

It's worth checking your email inbox (and spam mail) - if your switch had to be stopped for any reason, you'll have an email from our Member Services team to explain why.

Depending on the reason the email will also let you know what the next steps are - it may be that you need to contact your current supplier, or send us some meter photos. You can just reply to their email with that info.

Nataly @ Pure Planet