Pure Planet 

I receive emails and messages but if using the app on my android phone I cannot access any of the account details which are in some form of pdf format.
I can only obtain very limited information if using my laptop to access my account. No information obtainable to show me my monthly statements, meter readings, account balances etc.
I had agreed in the initial months of opening the account in March 2021 that I wanted to pay a regular DD throughout the year so agreed to pay £68 rather than the £50 requested. Now PP have increased the DD to £75.23 despite being in credit by £75.
PP requested and arranged for my smart meter to be upgraded and an afternoon appointment was agreed. We returned from holiday for the appointment and no one turned up. Telephone call to installer revealed they had no record of the arranged install. Email to complain and request an explanation from PP resulted in an automated acknowledgement and nothing else. Recent further complaint email, again resulted in auto reply but nothing else.
In the current market I'm afraid PP will collapse and I will have no information available to show my accounts balance and readings and little chance of getting my overpayments back. Terribly disappointing service. Should have stayed with SO Energy who were a little more expensive but perfect in every other way.

Been with Pureplanet 3 years they are very trust worthy outstanding service

I have been trying to get into my account to change the account name too Phillip Newman, I have no idea how to do this and cannot speak to anyone, cannot find anything to help me, guess I will leave them, so that I can change the name. They have also increased my direct debit to £98 a month, even tho I am in credit.

Excellent energy provider easy to provide meter readings and monthly statements are always explained well highly recommended

I wish it was possible to leave negative stars.
I’m not a person who normally writes negative reviews, I’d rather leave positive or nothing. However, this organisation needs hi lighting.
Once again I’m writing a review on this company.
I changed to Pure Planet as their prices were good. That was my first mistake. Since that time there have been increases, hidden costs, abysmal customer service and failure to respond to e mails. The final straw was a more than double increase in my dual fuel tariff, which they believe is ‘fair and in line with other providers’. In reality they’re coming out far in excess of any of the big five providers.

So last month I left. Since starting with my new provider Pure Planet seems to have had sudden a development with communication to me. Constant requests for meter readings, telling me to view my bills, informing me of winter increases, etc. I am no longer a customer and they know it.

After the prescribed period I cancelled my direct debit. Miraculously they e mailed and text me telling me to instigate a Direct Debit or face penalty and increased debt. As I’ve said.......I’m no longer a customer, they know, and I’ve emailed so many times as there isn’t a phone number, and their in app contact is pathetic. However, they either don’t respond at all or I have to wait weeks. That is unless they think you owe money.....which I don’t. They owe me.

It seems from reading other reviews this is a common practice. I truly hope other customers fair better than me, but my advice.....avoid like the plague, or get out for better deals with any of the big five via MSE Energy Club or Uswitch.

My next course of action is via the ombudsman as I’m sick of threatening e mails and harassment.

Pure Planet are THE BEST supplier I have used for service. Questions are answered quickly and clearly and issues resolved with no fuss. Highly recommended!

Appalling service. They tell me I’m nearly £500 in credit, that my monthly bill is around £49 but that the will take nearly £400 out of my Account on 24th October. I cannot speak to anyone since they do not accept calls? What kind of service are they providing?

The problems with pure planet is basically they are only contactable on line and you are expected to use their watt bot to resolve any issues.I have had a minor issue when I want to raise a query on my account but guess what ,yes wattbot is not working and basically I need to converse with a human but it’s impossible to do so .That is enough to make me leave them when m6 contract is up.Presumably they do not wish to pay staff to answer a phone

Excellent service, cannot fault it. Would be nice to be able to talk to someone when needed as all online

Pure Planet automatically reviewed our account and reduced our monthly direct debits. I can't remember another company doing this.

We have just opted for Pure Planet as we wanted affordable green energy - no quibble there - but we’re already regretting it. The tariff is good (especially right now with energy prices skyrocketing) and their green credentials are excellent but customer service is appalling. Communication is 100% digital - via their social media or app/website. It’s not just a case of managing your account online which would be fine. There is ZERO chance of speaking to a real person which - if there are problems, as I have experienced - is incredibly frustrating. It takes days to get a response. So I would say ‘caveat emptor’ - my first impressions of Pure Planet have been very negative unfortunately.

I'd like to say Pure Planet's customer service is terrible but it's more accurate to say it's non-existent. The bot is not at all useful and cannot respond to specific or non-standard queries. I joined on a tariff to pay £129 per month in August 2021. I am now told that in October 2021 my tariff ends and I will need to pay £195 for a 2 bed flat. I have had no responses to my queries through the bot and i'm now trapped going into the winter months of an energy crisis with a horrendously negligent and unresponsive company. Please. Even if you have to pay a few pounds more, don't join this company. The stress is unbearable.

Great service to date! And good with communications and billing.

Pure Planet are fantastic. Our bill was already cheaper than we expected when we made the switch, but they reduced it further based on our actual fuel usage - surprising given that we're on a fixed contract and they were well within their rights not to do so! Cannot recommend them highly enough!

This company does not have a phone number. Do not join them if you want to be able to speak to anyone on the phone. Soon after joining my gas meter broke and it took them about 3 months to replace it. Last week I was about £200 in credit. They wanted to refund it. I asked them to hold onto it as we’re about to go into winter. They refused. I now receive a statement showing I’m almost £100 in debit AS WE GO INTO WINTER. I’ll be moving as soon as my contract is up, to a company with telephones. You have to “communicate” with an AI that eventually transfers you to a human who you can message but this is very unsatisfactory. The human closes the conversation before you’re really finished.

Never had a problem, as long as you put in your monthly usage no issues at all, it would seem that some customers are too lazy to goto the meters to send a reading which is unfair on the company, I have been with them for 3 years and no company can come close to them, I have saved a fortune, thanks

Applied for a switch to a two year fixed tariff on 6/9/21. Have tried to contact Pure Planet via their app, email and Twitter DM to see if this is going through. No response.
Until yesterday when they email offering me a much more expensive 12 month fixed deal. Now all the good deals are no longer available and I’m stuck in a switch I don’t want.
There is no way to have a conversation with pure planet. Only sending messages that are not responded to. Very disappointing experience.

Update
You were supposed to send me a welcome pack but you did not contact me at all. So I contacted you after the 14 days to find out what was happening as recommended in the cheap energy club email. But now your saying that I should have chased you sooner?! Won’t honour the tariff. Seriously?!

Don’t even deserve one star people don’t be fooled with the low price’s at the fast few months their prices go up all the time they are robbers better stay out of this company £ 224 a month are you kidding me as soon as they fit smart meter in to your property that’s when your nightmares start your prices go up stay out of this company please

Worst customer support ever. If you can’t respond back to emails or social media messages, please provide some other way.

We recently moved in to a new property managed by Pureplanet. While trying to register online at the estimated meter reading section the registration journey is stuck and we are not able to do anything. Tried to contact Pureplanet via emails and all and they don’t even care to respond. It’s a shame.

Kindly reply to this message atleast and help us.

Best energy supplier out there never had any problems any questions answered swiftly