I appreciate that the customer support team responds quickly — wait times are short and they’re easy to reach. However, my overall experience has been very disappointing. The call handlers were often rude, dismissive, and reluctant to clarify any questions, which made every interaction unnecessarily stressful.

The biggest issue arose with our final bill, which was massively overcharged and full of inconsistencies. Despite diligently submitting meter readings through their app, some readings were suspiciously removed from the system, and the company frequently provided their own estimates—almost always much higher than the actual readings. Because of this, I started taking photos of the meters to prove their overcharging.

I raised a formal dispute and provided clear photographic evidence with dates and times to support my case. However, the company unprofessionally transferred the case to debt collectors while the dispute was still ongoing, which is unacceptable.

Thankfully, I’ve since moved to British Gas, a much more transparent provider. I’m genuinely relieved to have switched, as this company’s billing practices were misleading and contradictory, causing unnecessary stress and frustration.