What went wrong ? What went right ! If an option for 0 stars was allowed , that would be my choice. Where do we start , ok , we bought a house in October to do up in Swansea. At this point we had to pop rd and top up the gas / electric in a appropriate shop , and this was rarely easy , to the point I spent all day trying to get a top up , and it actually went dark one day after starting the noble quest to get some power at 10 am . I do not live in Middle Earth B.T.W. This nightmare continued despite numerous unsuccessful contacts with the utter incompetent so called agents . Every agent assured us that the matter would be resolved I think 48 hrs , more like 48 years ! In December British Gas installed a brand new smart meter with top up capability , via the app as the answer to all our problems , and it has never worked since installation. This has left me with the inability to top up my electric, (as I’m not using gas at the moment). Despite over 8 hrs of phone calls and countless hours of online chat , the situation has never been resolved . I’ve been cut off mid phone call several times , and don’t start with the online chat ! Last attempt 5 minutes ago , on the complaints page , resulted in me getting to the top of the queue , to then be informed that I was in a chat with an agent , only then to be passed to a different agent , this happened 3 times, and then I had the message NO AGENTS AVAILABLE , at which point the online chat locked out . This was after waiting in the queue for 25 mins . When I have actually got through , either via phone or chat ,all advice I have been given has proved utterly useless and ineffective, and the issue has never been resolved and even yesterday evening an agents advice that it would be resolved by this morning has also failed . A complaint has been lodged with the promise of a phone call back to discuss , and this has never happened either . ABSOLUTELY USELESS SERVICE ALL ROUND , AND AS FOR CUSTOMER SERVICE !!!!********* Please heed my review and avoid BRITISH GAS AT ALL COST.