Pure planet still holding funds

eljacko

Hi all,
Energy company Pure planet went bust in September so I switched my account to Out fox the market and submitted energy readings to both companies.  I was then told that my account had been allocated to Shell energy. My Pure planet account was in credit for £100 and the money has not been returned to me 3 months later. I have emailed She’ll energy but I just get an automated response. Has anybody else been subjected to this diabolical service?
Thank you MSE massive 

Jacko 

MattMattMattUK

eljacko said:

Hi all,
Energy company Pure planet went bust in September so I switched my account to Out fox the market and submitted energy readings to both companies.  I was then told that my account had been allocated to Shell energy. My Pure planet account was in credit for £100 and the money has not been returned to me 3 months later. I have emailed She’ll energy but I just get an automated response. Has anybody else been subjected to this diabolical service?
Thank you MSE massive 

Jacko 

It is an issue causes by you switching in the middle of being migrated (one of the reasons you are specifically told not to switch in the when a company goes bust, the inheritance being that thr deal you switched to will be worse than the one you would have been migrated to with Shell). You will get the credit back in the end, but it will likely take several more months.

eljacko

Thank you for your reply. 

My contract was about to end and at the time I changed suppliers, there was no recommendation not to change. It didn’t stop them taking another £78 from my account. 

bagand96

Pure Planet are not "holding" any funds.  The business is insolvent in administration. When a supplier goes bust there's no transferring of funds from the bust supplier to the new one.  They issue Final Bills then the Supplier of last resort (Shell) credit the appropriate amounts to people.  As stated above you'll get your credit but Shell will work through live accounts first, closed accounts will be dealt with last.

Have Pure Planet issued a final bills yet? As an example PFP went bust in September and still haven't even issued final bills.  The SoLR doesn't have any control over the defunct company, the administrators and how fast it goes.  You'll get it but it will take time.

QrizB

eljacko said:

My contract was about to end and at the time I changed suppliers, there was no recommendation not to change. It didn’t stop them taking another £78 from my account. 

See:

https://www.ofgem.gov.uk/publications/ofgem-protects-customers-pure-planet-and-colorado-energy

Ofgem’s advice to affected customers in the meantime is to:

• Wait until a new supplier has been appointed and you have been contacted by them in the following weeks before looking to switch to another energy supplier.
• Take a meter reading ready for when your new supplier contacts you.
• This will make the process of transferring customers over to the chosen supplier, and honouring any funds that domestic customers have paid into their accounts, where they are in credit, as smooth as possible.

As others have said, former customers are quite a long way down the priority order for processing refunds.