lookaftermybills.com = Awful. Need help!

Karma

Can someone please help, I signed up to lookaftermybills.com back in 2018 and despite emailing their support to query the first switch I've not heard anything back from them.
Forward to 2020 and I've had an email to say I'm being switched shortly (to Avro) even though I manually switched to a new supplier a few months ago.
I've tried emailing them multiple times (no reply), phoning them (no answer despite staying on the line for 20 minutes) and the link to their web-chat doesn't work.
I logged in to my control panel and there is no option to cancel, and the only way to change/remove my bank details is by emailing them!
I'm unable to contact my current provider (Pure Planet) as their support is purely digital (web bot) and my emails to Avro are rejected and their phone number doesn't work.
I'm sure there are many lessons to be learnt here, but I can't afford to be charged twice.
What should I do?

burntwood

Karma said:

Can someone please help, I signed up to lookaftermybills.com back in 2018 and despite emailing their support to query the first switch I've not heard anything back from them.
Forward to 2020 and I've had an email to say I'm being switched shortly (to Avro) even though I manually switched to a new supplier a few months ago.
I've tried emailing them multiple times (no reply), phoning them (no answer despite staying on the line for 20 minutes) and the link to their web-chat doesn't work.
I logged in to my control panel and there is no option to cancel, and the only way to change/remove my bank details is by emailing them!
I'm unable to contact my current provider (Pure Planet) as their support is purely digital (web bot) and my emails to Avro are rejected and their phone number doesn't work.
I'm sure there are many lessons to be learnt here, but I can't afford to be charged twice.
What should I do?

Welcome back to MSE

How did you switch to your current supplier, Pure Planet, when you are unble to contact theem as their support is purely digital (web bot)?
My understanding is that Pure Planet do not complete switches to them unless and until you do contact them ... as that then proves you have the ability to contact them via their app.

Karma

The initial switch with lookaftermybills did not work due to technical issues, I emailed them at the time (2018) and the support email conversation ended after the initial apology. I've heard nothing from them since until now.
I then started using MSE's Cheap Energy Club which is what switched me to Pure Planet - I've had no direct contact with them.

Robin9

Didn't PP send you a Welcome Pack and ask you for readings ? Are you actually paying a DD to PP ?

brewerdave

Who have you been paying and getting bills from , for the past two years ? Look after my bills don't get your money - the supplier does !

burntwood

Karma said:

...
I then started using MSE's Cheap Energy Club which is what switched me to Pure Planet - I've had no direct contact with them.

https://forums.moneysavingexpert.com/discussion/comment/77309137/#Comment_77309137

Karma

Yes, I've been paying my direct debit to Pure Planet fine and manually entering my usage when they email me.
There seems to be some confusion. The MSE service has been working absolutely great and I have no issues with Pure Planet (other than not being able to contact a human).
The issue is that lookaftermybills have suddenly emailed me (after 2 years) saying a switch is about to happen and I have no way of cancelling the switch or my subscription to their switching service.

burntwood

Karma said:

Yes, I've been paying my direct debit to Pure Planet fine and manually entering my usage when they email me.
There seems to be some confusion. The MSE service has been working absolutely great and I have no issues with Pure Planet (other than not being able to contact a human).
The issue is that lookaftermybills have suddenly emailed me (after 2 years) saying a switch is about to happen and I have no way of cancelling the switch or my subscription to their switching service.

"You can always cancel the Look After My Bills service whenever you want! If you don’t like the supplier we switch you to then you will have a 14 day cooling off period with them to cancel the switch. You’re always in control!"

We'll only re-switch you if we can save you at least £50*
*The £50 saving is for dual fuel switches, £25 for electricity only and £15 if you have a prepayment meter.

Source: https://lookaftermybills.com/

2. ...
You can terminate your subscription for the Service at any time by giving us notice through our website or through the contact details that we provide to you. If you proceed to switch energy supplier on your own, outside the Service, we may treat that as a notice by you to terminate your subscription for the Service.

Source: https://lookaftermybills.com/terms-and-conditions/

https://lookaftermybills.com/contact-us/

[Deleted User]

Karma said:

Yes, I've been paying my direct debit to Pure Planet fine and manually entering my usage when they email me.
There seems to be some confusion. The MSE service has been working absolutely great and I have no issues with Pure Planet (other than not being able to contact a human).
The issue is that lookaftermybills have suddenly emailed me (after 2 years) saying a switch is about to happen and I have no way of cancelling the switch or my subscription to their switching service.

I’ve not used Look After My Bills but do they not just submit the switch on your behalf? 

Should you get the usual welcome email from the new supplier and another from the current to say sorry you are leaving us or something similar?

Is it possible to contact your current supplier to say you object to the switch and they’ll cancel it?

Karma

burntwood said:

Karma said:

Yes, I've been paying my direct debit to Pure Planet fine and manually entering my usage when they email me.
There seems to be some confusion. The MSE service has been working absolutely great and I have no issues with Pure Planet (other than not being able to contact a human).
The issue is that lookaftermybills have suddenly emailed me (after 2 years) saying a switch is about to happen and I have no way of cancelling the switch or my subscription to their switching service.

"You can always cancel the Look After My Bills service whenever you want! If you don’t like the supplier we switch you to then you will have a 14 day cooling off period with them to cancel the switch. You’re always in control!"

We'll only re-switch you if we can save you at least £50*
*The £50 saving is for dual fuel switches, £25 for electricity only and £15 if you have a prepayment meter.

Source: https://lookaftermybills.com/

2. ...
You can terminate your subscription for the Service at any time by giving us notice through our website or through the contact details that we provide to you. If you proceed to switch energy supplier on your own, outside the Service, we may treat that as a notice by you to terminate your subscription for the Service.

Source: https://lookaftermybills.com/terms-and-conditions/

https://lookaftermybills.com/contact-us/

They are not responding to support emails - I have no way of contacting them.

Karma

RunFaster said:

Karma said:

Yes, I've been paying my direct debit to Pure Planet fine and manually entering my usage when they email me.
There seems to be some confusion. The MSE service has been working absolutely great and I have no issues with Pure Planet (other than not being able to contact a human).
The issue is that lookaftermybills have suddenly emailed me (after 2 years) saying a switch is about to happen and I have no way of cancelling the switch or my subscription to their switching service.

I’ve not used Look After My Bills but do they not just submit the switch on your behalf? 

Should you get the usual welcome email from the new supplier and another from the current to say sorry you are leaving us or something similar?

Is it possible to contact your current supplier to say you object to the switch and they’ll cancel it?

Yes they do submit the switch.
I have a welcome email to the new supplier but no 'sorry you're leaving' from my current supplier.
I can't contact my current supplier (Pure Energy) as their support is 100% digital (web bot).
I have tried calling the new supplier (line doesn't work), however I have since found another email address for them but no reply as yet.