The following is an email I have sent today to british gas complaints dept. Imagine my frustration after taking the time to write this, on my first day off in I don't know how long, only to receive an email in return stating that this email address is unmonitored! I then proceeded to call them, expecting the usual waiting time of at least half an hour, was surprised when the phone was answered in 10 mins. proceeded to explain the situation to the operator and ask why i was being sent a warrant letter, when the amount quoted was in dispute and being investigated? She then told me she would have to speak to her manager and a minute later I was cut off. I then received a call from different Brutish Gas (yes the pun is intended) number but the call ended after only 2 rings before i could answer it. I rung back only to have an automated voice tell me that i could manage my British Gas account online!! read the email i sent below and make up your own minds....they are nothing but bandits!! now back on the phone to the number i first called, not really expecting anything to be resolved today, in which case, court it is.... I am writing to formally complain about the above British Gas account (account number - (*******) and how it has been (mis) managed by British Gas. I was a previous customer of Ebico and when they ceased trading, my account was transferred to British Gas. I had no problem with this, until I received my first bill, requesting £168.65 on top of my electricity usage, with no explanation of what the £168.65 was for. I tried (more than once) to call British Gas to query this, however, did not have time to be kept on hold for up to 45 minutes, whilst trying to get ready for work. British Gas then escalated this account to Arvato, who kept calling me on my mobile whilst at work (therefore unable to answer) and sending me text messages (whilst at work). These texts contained a link to click on, and as I am aware (as are many others) to not click on a link sent in a text, as it is usually scammers, these were ignored, as when i googled the number, it seemed to confirm that they were indeed scammers. However, this has now escalated into Arvato twice trying to enter my home illegally, once on the 20/07/21, trying to open my door by turning my door handle and again on the 27/07/21 by putting a hand through my letter box to reach my keys which were hanging in the door lock adjacent to the letter box. (Note the "field agent" was not putting a letter through my letter box, as his hand went toward my keys, withdrew and a few minutes later, presumably the time it took to fill in his handwritten form/letter, then put letter through my letterbox). I would like to know exactly what these "field agents" planned to do had they gained access to my home, considering there had been no warning that they were coming and considering the fact that upon there second visit, i had just come out of the shower and was wrapped in nothing but a towel? Were they planning on taking my belongings had I not been at home? Also, considering from my point of view at the time, had my door not been locked, from my point of view at the time, I would have had a strange/unknown male in my property whilst wrapped in nothing but a towel, putting me in a very vulnerable position. Further, upon then calling British Gas, again whilst trying to get ready for work and kept on hold for a considerable amount of time (at one point being 23rd in the queue), and after having to book a taxi to work, so I could possibly sort this out, I am answered by one of your operators, who to say she was incompetent and condescending is an understatement. Upon my informing her that i want to query the above mentioned £165.68, she then immediately proceeded to ask me if I want to set up a direct debit. I understand that your operators have a script to adhere to and targets to reach, however, surely the basic training of good customer relations is actually listening to what the customer is saying, something she seemed completely unable or unwilling to do, as she then proceeded to talk so fast that I actually had to ask her to slow down, as i couldn't understand a work she was saying and literally could not get a word in, until I myself became louder in an effort to be heard, to which her attitude became very condescending. Overall , I found her very rude, obviously couldn't get off the phone quick enough and just generally gave the impression she didn't want to help, although she did grudgingly say she would she would escalate this to "an investigation", after I stated to her that I do not owe money from my previous supplier, as when British Gas took over the account, I was £6 in credit with Ebico. ( I have an email from them stating this). Can you please confirm that this account is actually being investigated and forward me the case number for this please? I would also like a complete breakdown of what this £168 is for, as all your operator could tell me was that it was it was carried over from my previous supplier and as stated above, that account was £6 in credit. Further, I also called Arvato on the same day, stating this amount is being disputed/under investigation, and wishing to complain about the actions of their field agents, and they are still calling me at work. WHY? I believe this now constitutes harassment. Arvato have also stated to me that they cannot contact me my preferred method (email), which I believe they are legally obliged to do. I would like an update regarding the complaint i made to Arvato on the 27/07/21 please. Which takes me to today, having received a letter from Scottish Gas, stating that that a warrant is about to be applied for to enter my home. Why am i being threatened with a warrant, when the account is being disputed? It is my understanding that this is not protocol, if an account/amount due is under dispute. However, if you wish to continue with this, I will quite happily attend court to explain all of the above and contest the warrant or instruct a solicitor to do so on my behalf if I am unable to take a day off work. ( I am sure that the judge would be interested in hearing how you and your "field agents" are harassing/threatening and trying to illegally enter the home of an NHS worker, who has reasonably tried to resolve this issue. Finally, I would like all communication with myself, regarding this matter to be via email, as I am often unable to answer the phone and often do not receive mail due to it frequently going missing, as I have previously stated to Arvato. Regards, Suzann Chalmers