Pure Planet reviews: add your feedback

BetterCallSaulNow

Can PurePlanet tell me why they send an incorrect estimated bill when they have been given the meter reading?
Can they tell me why they do not respond when contacted regarding this?
Can they tell me why, having ignored my correspondence (of course you can't ring them so it's easy for them to ignore you), the next thing I hear is that they will send the unpaid, incorrect bill to a debt collection agency? - Despite it being an incorrect estimate and that you don't reply?

BetterCallSaulNow

PurePlanet said:

We aim to respond to all messages within three working days, and often reply sooner - to most messages within 48 hours. We never leave a message unread or ignored and we absolutely do want to communicate with you to ensure any issues are addressed. 

Nataly @PurePlanet

My experience is that is simply not true.

PurePlanet

Hi @BetterCallSaulNow
If your readings are entered a few days before your bill is produced we'll use an estimate to calculate the difference in usage between your reading and the date of the bill. There's more info on that in our FAQs, too. It may also be worth checking the meter serial numbers on your statement match the serial numbers on your actual meters. 
Once WattBot has passed your conversation through to our Member Services team he'll confirm this with a message starting "Ok, I've passed our conversation to the team...". The team will then reply within three working days - their hours are 9-5.30, Monday to Friday. To read any replies from the team just make sure you're still logged in and head back into 'ask a question' in your account. 
Alternatively if our Payments team have emailed you directly about your statement, you could reply to their email about this. They'll be able to look into your statement and make sure everything's correct.
Nataly @PurePlanet

BetterCallSaulNow

PurePlanet said:

Hi @BetterCallSaulNow
If your readings are entered a few days before your bill is produced we'll use an estimate to calculate the difference in usage between your reading and the date of the bill. There's (link removed) too. It may also be worth checking the meter serial numbers on your statement match the serial numbers on your actual meters. 
Once WattBot has passed your conversation through to our Member Services team he'll confirm this with a message starting "Ok, I've passed our conversation to the team...". The team will then reply within three working days - their hours are 9-5.30, Monday to Friday. To read any replies from the team just make sure you're still logged in and head back into 'ask a question' in your account. 
Alternatively if our Payments team have emailed you directly about your statement, you could reply to their email about this. They'll be able to look into your statement and make sure everything's correct.
Nataly @PurePlanet

Thank you for your response. As you have the correct meter readings, and always did regardless of your billing cycle, even if the correct bill missed it, why haven't you sent an amended correct bill so I can pay it immediately? I contacted you questioning the bill but no response was received and instead of doing this, all I have had is a follow-up to the incorrect bill, from your 'collections department', saying you're going to send it to a debt collection agency if I do not contact you. I did contact you, by response to that email, and more than once, but you never responded. You haven't explained why this is, if you could please? This has been an issue for a number of weeks now and hence my comment that your claim you don't ignore emails is simply untrue, neither is it true that you respond promptly - apart from here, at least, where everyone can see people's bad experiences of you.

mrmikie

I have just initiated a duel-fuel switch to Pure Planet through the MSE Cheap Energy Club.
On completing the process, I had an email from Pure Planet  as shown below:
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Complete your details to join Pure Planet

Welcome to Pure Planet. We've got your request to switch from a price comparison site, but we're missing some information. Get a new quote on our website using the same email address so that your details are up to date. If you've got a special offer from a comparison site, don't worry, we've saved it. You'll still get this once you've finished your switch. -------------------------------------------------------------------------------------------------------------------------------- I thus followed a link to Get A New Quote. However, when I completed this process, there was no mention regarding a switch from a price comparison site. Despite the fact I already gave this information during the MSE switch, I have now been sent an email asking for my meter reading numbers (advising me to send photos, but with no indication of how to send these photos, or indeed of how to give them this information - I responded giving the details by replying to the email, but I'm not sure if this will work as I didn't think Pure Planet had any email interaction). Does anyone have any experience of moving to Pure Planet? I'm at the stage now where I'm not sure if the switch is going through or not and if it is whether I will receive the Cashback benefits of switching through MSE. Any advice would be appreciated.

PurePlanet

Hi @BetterCallSaulNow
This is a forum run by MSE themselves - that means we don't have any access to your profile or information, apart from your public username, so unfortunately we wouldn't be able to locate your account and the details of your billing from here. 
I'd recommend getting in touch with the team via 'ask a question' in WattBot if you haven't already done so, to ensure a reply within the next three working days. Typing 'message the team' will help prompt WattBot to send your conversation to them  . 
I hope that helps - sorry we can't access your account info or DM you from here! 
At Pure Planet we do also run our own forum which may be able to help further, available here.
Nataly @PurePlanet

PurePlanet

mrmikie said:

Despite the fact I already gave this information during the MSE switch, I have now been sent an email asking for my meter reading numbers (advising me to send photos, but with no indication of how to send these photos, or indeed of how to give them this information - I responded giving the details by replying to the email, but I'm not sure if this will work as I didn't think Pure Planet had any email interaction).

Hey @mrmikie
It sounds like the team need a bit more info to be able to complete the switch. Sometimes this happens when data on the national electricity and/or gas databases isn't up to date - the team check your meter photos to make sure the correct property is switched to Pure Planet. Otherwise things can get a bit messy!
Replying to that email with your photos is spot on. The team will use this to review your details, and then email you back to confirm if your switch is going ahead (if not, they'll explain why and the next steps). 
Don't worry - provided you've used the same email address throughout, your account will be noted with any switching incentives to make sure you receive these. 
Hope that helps! 
Nataly @PurePlanet

mrmikie

Hi Nataly,
Thank you for your help. Before I read your response, I already replied to the email, but with my Electric & Gas meter numbers as text (which I obtained from my current supplier's bills), as opposed to sending photos. I'm assuming this will be OK - if not, please let me know.
Many thanks.

BetterCallSaulNow

@PurePlanet
I appreciate you can't access my personal information here but it doesn't stop you answering why you don't respond to your customers, ignore them and incorrectly bill them when they've given meter readings? Is this standard practice? I still await a response to my emails now, as I write this. I can keep emailing you but it doesn't alter the fact you don't respond. Failings have been identified which you're choosing to ignore. It's beyond dire tying to deal with you lot and all I want to do is get a correct bill and leave but you just ignore me whilst emailing me to say you'll pass the bill to a debt collection agency if I don't respond but you never respond to me. Why?

PurePlanet

Hi @BetterCallSaulNow
As noted above, I'd absolutely recommend getting in touch with the team using the advised contact method by selecting 'get help and support' > 'ask a question' in your account. We'll always reply within three working days. 
The Member Services team will review your bills and make sure they're correct. To help with this I'd also recommend attaching photos of your latest meter readings in the chat. 
Nataly @PurePlanet