Just moved in to a property with prepaid meter and I was sent new smart card for gas which does not work to top up in the shops, online or with BG staff so unable to top up, have been calling daily up to 2 hours in my work time for over a week but appalling and insensitive response. Every time I call and explain all the story again to new staff and I was told it is referred to ‘the back office’ or promised engineer would come last Friday but no one arrived and still nothing done and no answer about actual fault. Raised a complain which was closed by themselves without my knowledge and consent so when I raised it again, no response from management even though daily promised that someone will call back. Spoke to Emily today and Shirley yesterday. Can’t believe that management not interested even in complaints at all and feel stuck as when I requested to speak to the manager, I was told away or cannot until 48 hours and now it is a week. I was told that engineer can’t come until I have left £2 in my account or run out so ensuring to make me suffer. Would never go back to them as learned a lesson so be careful. Very poor customer care which is shocking and unbelievable.