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Pure Planet

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SPlatten
SPlatten Posts: 119 Forumite
Eighth Anniversary 100 Posts Name Dropper Photogenic
edited 12 January 2021 at 8:37PM in Energy
I switched to Pure Planet,  on the bill we received today it shows:
Payment received on 19 Oct 2020 CR £174.10
Payment received on 18 Nov 2020 CR £174.10
Payment received on 18 Dec 2020 CR £174.10
Balance before spend CR £522.30
Total new spend this period £785.97
Account Balance DR £263.67

100 % Green. (18 Oct 2020 - 17 Dec 2020)
Energy Charges for Meter .......
18 Oct 2020      8357.7 Opening Estimate
18 Nov 2020.   11076.0 Customer Reading
18 Dec 2020    13913.0 Customer Reading
Energy Used 555.3 kWh @ 13.2000 p/kWh £733.30
Monthly membership fee (standing charge) £15.24
Total Electricity Charges £748.54
Subtotal of charges before VAT £748.54
VAT @ 5% on £748.54      £37.43
Total Charges for this bill    £785.97

We had a smart meter with our last provider and Pure Planet have been unable to access the smart meter which is why we submitted meter readings this is very scary.   I would like to discuss this with Pure Planet, but it seems impossible to talk to anyone, there is no telephone number or customer care.

Comments

  • Gerry1
    Gerry1 Posts: 10,848 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 12 January 2021 at 8:37PM
    SPlatten said:
    18 Oct 2020      8357.7 Opening Estimate
    What was the reading given to the previous supplier, did you check it on the meter and did the same figure appear on your final bill?
    SPlatten said:
    Energy Charges for Meter .......
    18 Oct 2020      8357.7 Opening Estimate
    18 Nov 2020.   11076.0 Customer Reading
    18 Dec 2020    13913.0 Customer Reading
    Energy Used 555.3 kWh @ 13.2000 p/kWh £733.30
    I think not.
    SPlatten said:
    Pure Planet have been able to access the smart meter which is why we submitted meter readings
    Shurely shome mishtake?  Photo of the meter reading, please.
  • SPlatten
    SPlatten Posts: 119 Forumite
    Eighth Anniversary 100 Posts Name Dropper Photogenic
    edited 12 January 2021 at 8:38PM
    Sorry, fixed my mistake, it should have read "Pure Planet have been unable", unfortunately these days most of the suppliers are now going paperless and I haven't kept records of readings that have been given.
  • Gerry1
    Gerry1 Posts: 10,848 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Have you overlooked the decimal point on the meter?
  • SPlatten
    SPlatten Posts: 119 Forumite
    Eighth Anniversary 100 Posts Name Dropper Photogenic
    edited 12 January 2021 at 8:42PM
    No, pure planet only want significant digits nothing after the decimal and I was careful to give the right readings.

    The main issue is that there is no customer support or anyone to talk to.
  • Robin9
    Robin9 Posts: 12,782 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 12 January 2021 at 8:47PM
    There was a similar post recently - possibly a) you've missed the decimal point or b) you've read the wrong screen on the meter. or c) you're using a lot of energy
    Never pay on an estimated bill. Always read and understand your bill
  • Gerry1
    Gerry1 Posts: 10,848 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    SPlatten said:
    The main issue is that there is no customer support
    https://purepla.net/support
  • SPlatten
    SPlatten Posts: 119 Forumite
    Eighth Anniversary 100 Posts Name Dropper Photogenic
    Have you tried it?  There is no one to talk to its 100% automated.
  • Gerry1
    Gerry1 Posts: 10,848 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 12 January 2021 at 10:05PM
    SPlatten said:
    There is no one to talk to its 100% automated.
    That's what you signed up to, it's all online. They make it quite clear there's no call centre.  Photo of the meter reading, please.
  • Elbla
    Elbla Posts: 1 Newbie
    Name Dropper First Post
    @SPlatten I've had similar issues which were only (semi) resolved after switching to Igloo Energy (who are infinitely more helpful). I finally managed to get a comprehensive response from them after I raised a formal complaint through their app, but I'm still waiting for them to refund over £500 that they overcharged us due to their inaccurate estimated meter readings. 

    PP only agreed to correct my closing meter readings after Igloo raised a meter reading dispute on my behalf. Personally, I'd recommend switching away if you can - your new supplier would be able to confirm your accurate meter readings and should be able to get PP to agree the changes, too.
  • SPlatten
    SPlatten Posts: 119 Forumite
    Eighth Anniversary 100 Posts Name Dropper Photogenic
    Already done, I signed up to People's Energy.
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