Pure planet

Hoy2622

 Received my final bill from pure planet on the day they went bust, shell energy have been an absolute nightmare. Their communication is poor and have said I can only communicate through email and they take ages to reply. I eventually got an email in February Saying I would receive a check at the end of the month. I did not receive one. I have emailed again with my final bill but they now want a screen shot of the app showing the credit owed but I cannot sign into the app. Any ideas or help would be much appreciated.

vendrin

I’m not an expert in this but surely them asking for a screenshot of the app showing the credit is moot when you’ve already provided the final statement? That seems unnecessary and makes you wonder if they’re deliberately stalling? 

 I’m in the same position as you - both myself and my mum switched away just before PurePlanet went bust, so I'm not with Shell as it stands. I’ve been waiting for the refund of credit since this all happened too. I kept checking the PurePlanet and Shell websites for updates and noticed they said rebates for non-Shell customers would happen last, which would be end of February. Now it concerns me that the PurePlanet website with the updates has closed, and updates for PurePlanet customers on the Shell website has also gone. Does that mean they consider the matter closed? I hope not, not when there are evidently still some waiting on refunds. So I emailed them - they replied within two days and they requested the final statement. I’ve not heard a jot since. I’ve emailed again chasing an update, but still nothing. If this continues I suppose our only next option is to contact the ombudsman, as I see no other way round it? 🥺 I hate that some of us have been left in limbo with not a clue what to do to resolve this.