Pure Planet 

Faceless company with no contact details minute you have an issue they disappear and ignore emails

Generic trust pilot response !

Respond to my emails and the app

I have been a customer since January on a fixed tariff. I used to give readings every month from a smart meter installed by the previous supplier and my account was in credit as I like being in credit. Then 2 months ago they started using the meter remotely. Now my usage has gone up which is impossible. I spent 1.1/2 weeks in hospital, no one else in the flat. Switch everything off except the fridge and freezer and now I have to pay more. From £24.50 to £34.74 in warmer months and £35.00 to £52.12 in winter months. I don’t use central heating unless I have my kids visit, maybe once or twice in the winter for a few hours. Watch these guys

Terrible customer service. Only way they response is via facebook messenger and I'll get a respose from a different person each time who seemingly has no clue what's going on or been said previously. Such a difficult and painstaking process which could be resolved in one phone call but instead drags on for weeks. Will definitely be avoiding in the future.

As others have noted, none existent customer service.despite emails and the use of the app contact "bot" you don't get to resolve issues if you need to speak or write to a human. While everything is working ok they are ok and the app is good.

Before this current energy crisis prices had rocketed. Martin Lewis's Energy club showed these guys to be the cheapest fixed term supplier for me so i went with them. So far it's all been a very smooth switch. I just hope they stay in business long enough to see the contract through till 2023 !*Rolls eyes*

seems very smooth so far - lets see how the next 2 years goes!

Zero customer service, no one responding and charging for leave £60
Don’t use Gaz or energy service very bad!!!
Scammers!

Despite sending a number of emails this company clearly has NO FUNCTIONING CUSTOMER SERVICES DEPARTMENT. No response to the following:

Please reply promptly to this email.

Re the 'low' reading: I do not have any night storage heaters at my property and assume that the register in this regard has been disconnected many years ago. Let me know if this addresses your query?

Since I will never accept smart meters, should my existing meters later develop a fault, I would only allow traditional meters to be installed. Should you, or the meter company you associate with, be unable to source or install such a traditional meter please confirm that I will be then able to terminate my contract early with you without any penalty?

Once I have received a prompt and satisfactory reply from you I will then submit my existing meter readings as requested.

The poor service continues! I raised a complaint and apart from a couple of emails which I have replied to they have done nothing to solve my partners problem of an over reading electricity meter. They provide no telephone number to call and generally do not respond to their emails!

Don't sign up with this company. If anything goes wrong, it's impossible to contact anyone. They don't offer any phone support, and their 'chatbot service' isn't actually covered by real people. I submitted a straightforward meter reading change through their chatbot support 14 days ago... and it still hadn't been actioned. It's a simple update, but no one seems to have even looked at it. I also tried their email support 11 days ago, and still no response. Update: Interestingly, Pure Planet replied here on Trustpilot within an hour of this negative review being posted - asking for my customer details - and then proceeded to ignore my messages here as well. And they still haven't responded to any of my emails or chat messages. In short, avoid this company.

Seems good so far, switch over happened with no issues

I have been waiting fo a refund of over payment, when
finalising my account one payment was not credited. Just hopeless to complain. Easy to switch to, but difficult to leave.

Always first class service. We've been with Pure Planet for over 2 years now and happy to recommend this award winning company.

I am sick of this company too. I swapped from EDF to Blue Planet, via Quidco and USwitch. Had nothing but hassle since then. There's no one to call either, which makes it impossible to rectify problems.

After numerous emails bouncing to and from US and BP, asking to explain delays in setting up the switch from EDF, all I got finally was confirmation from US of the tariff I had set up with them, via QuidCo and after more emails, a BP link inviting me to set up the BP account online to get my switch finalised. But when I verified the email prompt, and then logged in using my email addy, and expecting to see an account and customer ref no. in my name, I was just invited to get a new quote with a series of links asking me to put in my usage details etc. The US rep I was speaking to on the phone whilst I was doing this, said I had to go through that set of stages first to see the account, as set up with them. This seemed a very odd process to undergo, but did it anyway at least until I got to the bit where it shows you the tariff details and you to make the switch. It did not show my existing tariff as set up, it just gave another tariff - a newly formed one - with completely different T&Cs. Of course I did not actually press Switch. So left things as they were.

I intend to get BP thru US to honour the original tariff US confirmed to me, I have no intention of being duped into a shorter, more expensive one. Yet Blue Planet hasn't set up my account yet for no good reason and I am still with EDF despite cancelling my direct debit last month.

Very annoyed indeed! I have written to BP and complaints to US to get this sorted out straight away to honour the original deal I got and to make the switch from EDF asap.

Well...they provide gas & electric, they take your money & will cut it off if you don't, what else do you expect them to do?

The web account page isn't very inspiring & having to keep verifying your email if you change to a different PC is infuriating. It's an unnecessary security protocol, that wastes time & loses a star as a result, as other companies aren't this paranoid.

People have complained about the "lack of phone number", well...how do you think it's this cheap then? They save on overheads like call centres, yes? It's clearly stated before signing up & if people don't like it...don't sign up with them.

They were the best long term deal at time of sign up. They're owned by BP as a "non-proft", so are worth a look, as long as the price matches your budget of course.

The switch to Pure Planet from my previous provider went without a hitch. Pure Planet kept me up to date with each step of the process. Pure Planet have set up my Direct Debit in a good way so that I pay slightly more over the winter months. Hopefully this will mean I won't fall behind on my payments.

I told pure planet that I was not paying enough on my DD more than once but said ur ok...so my bill has just gone up a extra 150 a month...now just put into leave and on a fixed rate is still 60 a month less

I'm on my third year with Pure Planet and have not had any issues. As long as you add your meter readings correctly the bill is always generated accurately and payments taken as agreed.

Absolutely shocked to find out no customer service,no contact number only a bot.I'm just in process to switch over to pure planet. I was asked to submit my opening meter reading but the system takes only one but I have 2 different rates on my meter and I'm unable to submit them which will lead to inaccurate bill .Please avoid this company.

Pure planet has an issue with its customer service.
There is no phone number that can be dialled. Only a "bot" which is pretty useless.
Once you manage to get past the bot to get transferred to an operator, it takes several days between each email response.
If all is well and you need nothing, this is fine. If there is any issue (overbilling, admin issue with the transfer of provider) you are in for a long period of bad communication.

I would not recommend