Pure Planet reviews: add your feedback

BetterCallSaulNow

@PurePlanet
Can you please advise why you are not responding to emails? There is clearly no technical issue whilst you emailed me to advise you're going to send the bill to a debt collector if I do not respond. As already mentioned, I have responded, but you continue to fail to. Can you tell me why this is? You're an online only company that now doesn't respond 'online' via email either. Still no response at this point, from an emails weeks ago now, that have also been sent again to more than one of your addresses, but you continually ignore it.

PurePlanet

Hi @BetterCallSaulNow
I've spoken with our Collections team about this - if you email them at collections@purepla.net, including your name and full property address in the email, they'll be able to look into this for you and get back to you by email. There's currently no email older than two working days in their email inbox, so they'll be sure to get back to you quickly. They'd love to get this resolved for you ASAP. 
Nataly @PurePlanet

Speedster2

 I drafted a long post of my overwhelmingly positive experience of switching from Utilita to PurePlanet, tapped one wrong part of my phone screen - Lost the lot apart from this:

 I also get app notifications on my phone and iPad so it's all fine for me.

 

@BetterCallSaulNow's communications problem.

The formatting of the reply box is blocking out a part of my reply, thanks MSE forum software!!!

BetterCallSaulNow

PurePlanet said:

Hi @BetterCallSaulNow
I've spoken with our Collections team about this - if you email them at collections@purepla.net, including your name and full property address in the email, they'll be able to look into this for you and get back to you by email. There's currently no email older than two working days in their email inbox, so they'll be sure to get back to you quickly. They'd love to get this resolved for you ASAP. 
Nataly @PurePlanet

That's who I emailed, in response to the email from you, from that very address. I also emailed another email address of yours, but no response from either. Do you have any other email addresses? It seems very unlikely that you can email me but you don't get my replies, to more than one address. Alternatively you're getting the emails and choosing not to respond, which would be very poor.

PurePlanet

Hi @BetterCallSaulNow
I'd like to reassure you there's no instance in which the team wouldn't respond - they're keen to get this resolved for you. It's definitely worth checking your spam/junk/promotions mail folder, as sometimes our emails can fall in there! 
If you could let me know your first name and send the team another email (unfortunately this is a public forum) that may help the team look out for an email from you, too. 
Nataly @PurePlanet

Thanks for the positive words @Speedster2 though sorry to hear you lost part of your post!

BetterCallSaulNow

@PurePlanet
I can confirm I have resent it again today to both your 'collections' and 'help' addresses and I have BCC'd another personal email address of mine on a different domain and it was received immediately. You didn't respond with any other email addresses?

I do find it rather suspicious that instead of trying to work with me on the incorrect bill, you instead continue to deny even getting my emails meanwhile presumably the clock is ticking ahead of you sending the incorrect, outstanding bill to a debt collector which conveniently ensures you receive money, which incidentally isn't yours to have or is even owed. This is hundreds of pounds you're happy to send as a debt rather than simply provide a correct bill.

PurePlanet

Hi @BetterCallSaulNow
Thanks for confirming. We've located your latest email and you'll be receiving a response today. It looks like you've been in conversation with our Member Services team about your ongoing case and billing - since it's best not to post personal details on here I'd recommend responding to the team directly by email.  
Thanks, Nataly @PurePlanet

BetterCallSaulNow

@PurePlanet
Thank you. As if, by magic, the email I sent a month ago (to the very day) and all those subsequently have been found when you're called out for telling porkies on a public forum. I wouldn't define a conversation as me emailing you and you not responding, however.

If you could just confirm if a month is the same as 48 hours or a maximum of 3 working days? I shall of course respond now I finally have a reply, but are there going to be more supposed problems and lengthy delays or has this all magically resolved itself now?

It's certainly very interesting that despite actual readings being submitted you insist you only have estimates upon which to base a bill. Any ideas why this is please?

PurePlanet

Hi @BetterCallSaulNow
It seems the team were last in contact with you on 4 March - one week ago, as well as today of course. 
It wouldn't be for me to advise on the complications of your ongoing investigations with our Collections team. They'll be able to advise you further based off all the details of your account and discussions to date, as well as any potential Collection Agency work. 
Thanks, Nataly @PurePlanet

BetterCallSaulNow

@PurePlanet
Thanks, I can confirm the first email was sent on the 10th Feb and has been ignored, along with the subsequent reminders, until today.
If you could let me know why estimates were used despite being given meter readings please? That's the only complication, it would appear, being your choice to ignore the readings you were given, then not respond, and the consequence is this latest mess that could have easily been avoided.
I see I am not the first person this has happened to and other customers instead being owed hundreds of pounds by you and not getting it back promptly.