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hi - here's the background to my case. I switched energy supplier (Pure Planet) in Feb 2019 to another new supplier. I hadn't heard from them until early Jan 2021 when CRS emailed to advise that I had an outstanding bill. I had moved abroad on Jan 2020 so emailed back CRS to find out what outstanding bill it was. It seemed that Pure Planet had a final bill issued to me in Mar 2019 and that was the amount outstanding. I emailed back CRS to advise that I was no longer with Pure Planet since Feb 2019 and no outstanding bill. All I kept receiving was automated response to pay my outstanding debt. So I raised a complaint with Pure Planet. Long story short after several emails back and forth with Pure Planet: they claimed they tried to contact me via text messages and phone calls in Nov 2019 but to no avail. They sent me emails in Dec 2020 and again no response. I had cancelled my direct debit with them and so they couldn't take the last payment. I emailed back to request proof of email sent to me in Mar 2019 with the final bill and also proof of contact. Also quoted them the Back Billing rules - the energy supplier cannot bill me after 12months. However, was told by Pure Planet that Back Billing rules doesn't apply. In the meantime, I keep getting emails from CRS although I advise them I am in direct contact with Pure Planet so contact them, not me. Pure Planet did not supply the emails they claimed they had sent me - instead was advised the calls and text messages were no longer on file that I should look in my Inbox for the emails. I disputed and said that I would bring this to the Ombudsman. Had requested numerous times for their proof of original email and bill and also contact. Finally we agreed the matter was deadlocked. I tried a last attempt to ask them to forward me emails that were sent to me. They emailed back with the email sent in Dec 2020 but an attachment of a final bill - not the email that was sent in Mar 2019. Am going to raise this with the Ombudsman as I am getting no where. In the meantime, I also received 4 emails from AJJB Law and the latest one a letter before claim. In the first email from AJJB, there was an additional £400 on top of the outstanding amount. The latest email with the Letter Before Claim states an amount of £200 on top of the outstanding amount. I had emailed AJJB back to advise the breakdown of the amount, the matter of the claim and lastly that I was still direct contact with PurePlanet. I also advised that I was waiting for evidence and upon receipt of evidence, I would pay.
I have always cleared all my bills and had they contacted me via text or calls, I would most definitely have contacted Pure Planet straightaway. I wouldn't have jeopardised my credit score at all.
My question is: When I raise my complaint with Ombudsman, will I still get a court order? How do I 'pause' this action with the law firm? They cannot expect me to pay whist raising the case with the Ombudsman and furthermore, why the different amounts from the outstanding amount?
Would appreciate your advice.
I have always cleared all my bills and had they contacted me via text or calls, I would most definitely have contacted Pure Planet straightaway. I wouldn't have jeopardised my credit score at all.
My question is: When I raise my complaint with Ombudsman, will I still get a court order? How do I 'pause' this action with the law firm? They cannot expect me to pay whist raising the case with the Ombudsman and furthermore, why the different amounts from the outstanding amount?
Would appreciate your advice.
