Pure Planet reviews: add your feedback

MWT

PurePlanet said:

Of course like banks and other companies we'll need to run through some security questions to make sure we're talking to the right person!

The point though is that banks and other companies have addressed the fundamental insecurity of this approach by using methods like sending a txt to a pre-registered phone to validate identity. Simply calling people and expecting them to give your operative personal information without any alternative or a method of validating that it is a legitimate call just isn't secure enough these days...

Gerry1

So if the scammer sends you a text before phoning you, it proves they are genuine??

MWT

Gerry1 said:

So if the scammer sends you a text before phoning you, it proves they are genuine??

Instead of asking me to give personal information to prove they are talking to the right person, my bank generates a numeric code that they send to my pre-registered phone number, that way there is no need for me to give any other information as 'proof'.

As a general rule I will not give personal information to anyone who calls me under any circumstances, if they need to verify they are talking to the right person that verification has to come from their end, not mine.

I will also not call them back on a number they give me on the phone, any call-back I make has to be to a number I already have, or have independently verified.

Cityaces

I wouldn't trust them - I started the switch but hit a snag and with no phone number and more importantly no proper human contact the snag has snowballed. Trying desperately to cancel. Having to wait to verify with current company as weekend!

Gerry1

MWT said:

Gerry1 said:

So if the scammer sends you a text before phoning you, it proves they are genuine??

Instead of asking me to give personal information to prove they are talking to the right person, my bank generates a numeric code that they send to my pre-registered phone number

Your savings could be wiped out if that's a mobile number, which is why GCHQ have warned against SIM Swap Fraud.

JHoney

richardc1983 said:

Pure planet I am very concerned that I've opened a support message in your app days ago and no response. My supplier raised an objection to a negative balance which has bee  cleared now but I cannot get a response from you. This is worrying and your app keeps sending me a log on link which opens the app but then just shows the login page again. 

Please help
 

Unfortunately this is par for the course with Pure Planet, if you need urgent customer service you're sunk, it just doesn't exist.  I hope you got this sorted in the end.

PurePlanet

Hi @richardc1983 @JHoney

Our service is 100% digital - we don't have call centres. If you have any questions,  you can tap 'Get help and support' in our app or from your account at https://purepla.net. You can also drop into the Community to get answers from other Members at https://community.purepla.net

We try to be as accessible as possible, and we appreciate that this format won't suit every one.

If you sent a message to our Member services team, although it's not a live chat service, they will get back to you. 
Marc @PurePlanet

LiamDuddy

On 23rd July, I tried to transfer my gas & electricity supply to your 100% Green 12m Fixed Jul20 v1. The day after I received an email to say you did not have enough details and to begin a new quote, which I tried. You then told me you could not find a gas supply at my address! I contacted you that day by email to help@purepla.net (24th July) asking to get in touch and gave my mobile number. I have heard nothing back.

I am elderly and have mobility issues, so I would like to cancel this transfer now as this whole process has left me anxious about my supply.

Please get in touch with me.

PurePlanet

LiamDuddy said:

I would like to cancel this transfer now as this whole process has left me anxious about my supply.

Hi @LiamDuddy
Sorry to hear you're anxious, we def don't want that. I don't have your exact details but I've checked with our Member services team and it does look as though it has been cancelled for you.
Also - did you verify your account and receive a welcome pack? If not, then don't worry, there's nothing to cancel.
Marc @ Pure Planet

PurePlanet

PurePlanet said:

LiamDuddy said:

I would like to cancel this transfer now as this whole process has left me anxious about my supply.

Hi @LiamDuddy
Sorry to hear you're anxious, we def don't want that. I don't have your exact details but I've checked with our Member services team and it does look as though it has been cancelled for you.
Also - did you verify your account and receive a welcome pack? If not, then don't worry, there's nothing to cancel.
Marc @ Pure Planet

Quick update @LiamDuddy
Hayley from our Member services team is emailing you know to confirm that the switch has been cancelled. 
Marc @PurePlanet