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Hayley from our Member services team is emailing you know to confirm that the switch has been cancelled.
Marc @PurePlanet
I am a verified representative of Pure Planet. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to [email protected] This does NOT imply any form of approval of my company or its products by MSE.
I'm really sorry about that - if your switch was successfully cancelled in your cooling-off period then your payment shouldn't have been collected. That'd of course be refunded to you by the team!
Our Member Services team will always reply to chats within two working days, though often it's sooner than this.
Nataly @PurePlanet
I am a verified representative of Pure Planet. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to [email protected] This does NOT imply any form of approval of my company or its products by MSE.
However I then received an email from Pure Planet saying they had received my request to switch but they were missing some information but not to worry as the offer made on the comparison site would still stand by the time i got to the end of the process. I went through the full process again entering exactly the same details and filling in the same boxes and the offer was now 400GBP higher than the offer on the money supermarket comparison which made it even higher than my existing supplier.
I don't see how they can do this? It almost seems they get you to sign up under false offers on the comparison site. I clicked cancel switch on their website but have not received anything to confirm the cancellation has gone through and there appears no way of contacting them to discuss. Its not worth the stress!
There are a few things that could explain the difference in your quote from when you first applied to switch to now - when you initially got your quote with MSM, that would've included any promotional offers in the price. When you get a quote directly on our app/website, the promo offer isn't included in the quote. We've also since introduced a new fixed tariff, with higher unit rates to reflect rising wholesale prices. You can read more on that here.
Since your supplier had blocked your first switch to us, that's why we'd ensure you still received any offers relevant to when you first started the switch.
Hope that helps explain!
Nataly @PurePlanet
I am a verified representative of Pure Planet. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to [email protected] This does NOT imply any form of approval of my company or its products by MSE.
Whenever you switch energy supplier your closing/opening readings are sent to an independent third party to be verified - sometimes, they return estimated readings to both suppliers to use instead. It sounds like that's what happened in this case, you can read more about that process here.
We'd be able to raise what's known as a 'reading dispute' to get this sorted for you. To do that, just get in touch with our Member Services team ('get help and support' > 'ask a question') and let them know what's happened. It's also really helpful if you have photos of your opening reading and current reading
Nataly @PurePlanet
I am a verified representative of Pure Planet. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to [email protected] This does NOT imply any form of approval of my company or its products by MSE.
I presume if I start a reading dispute, you will already have my reading and my photo, and can obviously supply a current reading.
[I've just tried starting a reading dispute, but because I'd already chatted to WattBot, and the conversation been passed to 'the team', I get no response from WattBot...]
Spot on from @Gerry1
Our Member Services team will absolutely be able to use your opening reading and as you suggested, your current reading.
If your conversation's been passed to the team already that means anything you send will be viewed by them when they reply to your messages, within two working days. I'd advise sending a pic of your current reading if you haven't already, too, so they have everything they'd need for the dispute
Nataly @PurePlanet
I am a verified representative of Pure Planet. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to [email protected] This does NOT imply any form of approval of my company or its products by MSE.