Pure Planet reviews: add your feedback

salvioz

Hi all
I recently decided to switch to Pure Planet but during the switching process I had a question that I needed answering.  It's a dreadful contact system on their website and I didn't hear back from them within a couple of days so I decided to cancel the switch before the 14 day cooling off period was up.  I think it's a real problem not being able to contact a human via a telephone number or even a 'live chat' service.  Even though I cancelled the switch within the 14 day period and didn't even get to the stage of providing meter readings, I've noticed that they've just taken the first direct debit of £104 from my account!!  I've sent an email to them but I still haven't heard anything 48 hours later - I don't know how else to get my money back, that they shouldn't have taken.  Do not switch to them if you ever think you'll need to contact them - it's hopeless!

Gerry1

salvioz said:

I cancelled the switch within the 14 day period and didn't even get to the stage of providing meter readings, I've noticed that they've just taken the first direct debit of £104 from my account!!  I've sent an email to them but I still haven't heard anything 48 hours later - I don't know how else to get my money back, that they shouldn't have taken.

Just tell the bank to make an immediate refund under the Direct Debit guarantee.

BetterCallSaulNow

salvioz said:

Hi all
I recently decided to switch to Pure Planet but during the switching process I had a question that I needed answering.  It's a dreadful contact system on their website and I didn't hear back from them within a couple of days so I decided to cancel the switch before the 14 day cooling off period was up.  I think it's a real problem not being able to contact a human via a telephone number or even a 'live chat' service.  Even though I cancelled the switch within the 14 day period and didn't even get to the stage of providing meter readings, I've noticed that they've just taken the first direct debit of £104 from my account!!  I've sent an email to them but I still haven't heard anything 48 hours later - I don't know how else to get my money back, that they shouldn't have taken.  Do not switch to them if you ever think you'll need to contact them - it's hopeless!

You've had a lucky escape, well done!
I had the same problem regarding them taking a DD when they shouldn't have but the bank was very helpful getting this resolved so I am sure they will be for you too.

salvioz

Thanks @Gerry1 and @BetterCallSaulNow.  I've spoken to my bank and they've refunded the direct debit payment - it's so easy when you can speak to someone.    It was definitely a lucky escape.  I'm so pleased that I didn't go ahead with the switch to Pure Planet.

icantbelieveitsnotbutter_2

nickcc said:

icantbelieveitsnotbutter_2 said:

Pureplanet: don't do it unless you don't value your time or sanity.

What a useful post, bit more information would be welcome.

I didn't want to write an essay just warn of my very bad experience of them as feedback. How about a thorough disaster of a company with endless problems which I have never experiences with any company before? 

jandc6476

I was very positive upon initially signing up with Pure Planet.  I thought the company stood out for being more sustainable.  I started the process on 6th February (with plenty of time before my current tariff expired).  I have found the entire process tedious, drawn out and frustrating.

1. After signing up, I received a 'welcome' email of sorts.  Then nothing for weeks until I contacted customer service on Facebook.

2. Despite advertising answering messages within 24 hours, I found my messages were going unanswered for days (my most recent being 4 days and counting - it hasn't even been read).  If this is the standard of service for potential customers I dread to think how frustrating it must be trying to contact someone if you are a customer with a problem.

3. I was advised last week to 'log into my account' and innitiate the switch over almost 6 weeks after starting the process.  I never had an account.  After much frustration, i finally manage to sort out only to find the tariff is completely different to that advertised through the cheap energy club.

Help/advice has been painfully slow.  The advice was near useless.  The process frustrating.  Today I finally signed up with another company.  Sad, because I was looking forward to signing up to PP.  While I understand online customer service is a good route for companies to adopt, it only works when these avenues are being adequately staffed.

BetterCallSaulNow

jandc6476 said:

2. Despite advertising answering messages within 24 hours, I found my messages were going unanswered for days (my most recent being 4 days and counting - it hasn't even been read).  If this is the standard of service for potential customers I dread to think how frustrating it must be trying to contact someone if you are a customer with a problem.

@PurePlanet
Your idea of 24hrs, 48hrs, or even 3 working days (it seems to be increasing) for a response time is different to mine. I emailed last Wednesday and I'm awaiting your response, almost a week later. Don't pretend it hasn't been received again, I copied in another address of mine and it was received fine. Is there any reason you haven't responded, yet again?

PurePlanet

Hey @jandc6476
Whenever you switch from a price comparison website your email address has to be verified for us to be able to start your switch. We send a verification email for you to be able to do this - it's possible that may have fallen into your spam/ junk mail. There's also a guide to switching from a PCW available here.
Thank you for flagging about your experience when getting in touch on Facebook - I've passed this on to our team to look into and review. The recommended way to get in touch with our Member Services team about your account is by selecting 'get help and support' > 'ask a question' in your account. 
Hopefully you've not given up on a renewable energy! It's a small step that makes a big difference  

Thanks,
Nataly @PurePlanet

PurePlanet

Hi @BetterCallSaulNow

I've checked this out with our Member Services team - we'll always reply to our Members, and want this to be resolved for you. They've let me know that, in 2021, they've emailed you 7 times, answering all questions asked. They've also tried to get in touch by phone, and sent an SMS. They'd also been in touch with you by email throughout November and December. Their latest emails to you were on 10 March, and 17 March. In these emails they've explained your new supplier has sent us your final meter readings, following the meter reading process that all suppliers must adhere to. These final readings have been used to calculate your final bill and outstanding balance.

The Member Services team are in contact with you about your case and would like this to be resolved with you, not a Collection Agency. It's not appropriate to continue discussing this with you publicly on a forum run by MSE, so please reply to the latest email from our team with any further questions. Thank you.

BetterCallSaulNow

PurePlanet said:

Hi @BetterCallSaulNow

I've checked this out with our Member Services team - we'll always reply to our Members, and want this to be resolved for you. They've let me know that, in 2021, they've emailed you 7 times, answering all questions asked. They've also tried to get in touch by phone, and sent an SMS. They'd also been in touch with you by email throughout November and December. Their latest emails to you were on 10 March, and 17 March. In these emails they've explained your new supplier has sent us your final meter readings, following the meter reading process that all suppliers must adhere to. These final readings have been used to calculate your final bill and outstanding balance.

The Member Services team are in contact with you about your case and would like this to be resolved with you, not a Collection Agency. It's not appropriate to continue discussing this with you publicly on a forum run by MSE, so please reply to the latest email from our team with any further questions. Thank you.

@PurePlanet
Perhaps for my information you can arrange for the alleged 7 emails to be forwarded on, as I find it unlikely you have emailed me so many times when you have previously claimed you were not getting my emails anyway, so you wouldn't have been responding to them?! I haven't given you my phone details so you wouldn't have rang nor sent an SMS, but you do have my email details which apparently you ignore or take a long time (up to a month) to respond to. As such I'm happy to highlight your very delayed or non-responses in a public forum so long as they continue to be a problem. If it takes a public forum to get these issues resolved then so be it, as I cannot wish for this to be concluded and not be a customer of yours quick enough.