I understand, rightly or wrongly, British Gas are offering new customers to British Gas free Smart Meter Installation and, I would imagine, Smart Meter Monitors, hopefully in working order. Smart Meter Customers, such as myself, got British Gas to instal the Smart Meter System around 2016 and my Smart Meter Monitor has not been working for about one-year. There have been numerous online British Gas 'Chats' and telephone calls. British Gas have refused to replace the Smart Meter Monitor, British Gas have refused to send somebody out to see me. I gave readings from the electricity meter in my living room cupboard since 4 January 2024. Due to mistakes (perhaps over a period of time) there had been a large difference in the number of units used which British Gas was supposed to have obtained via the Smart Meter System (although my Monitor is not working) and the reading on the electricity meter in my living room cupboard. As such, I ended up paying £510.22 for gas and electricity usage from 9/10 November 2023 whereas I have had my gas thermostat a lot of the time at 15 degrees and try to use my air fryer and microwave more than my electric cooker which was purchased within the last 3/4 years or so. The reading on my actual gas meter seems OK since it is within a couple of units to what British Gas have advised they had. I had been asked for a photograph of my meters. Not everybody has a laptop/computer/digital camera in order to take photograph and scan it in and attach it to an e-mail. One Agent also referring themself as a Case Handler insisted, but what I did was download a number of 'Chat', copied them into 'Word' documents and attached them to an e-mail I received to attach a photograph of my meter(s). I also sent clear evidence there was something far wrong within British Gas. I had tried last year, on about 4 occasions, to take a picture of the meter in my living room cupboard, but it was not at all clear. I still feel British Gas might not be getting readings via the Smart Meter System in relation to my electricity usage that mirror what is on the electricity meter in my living room cupboard. Various Complaints had been raised by the British Gas Agents/Case Handlers and I said there only should be one complaint. I had been receiving e-mails to close the complaint(s) as if the matter has been resolved. On 10 February 2024 I spoke to, as I understood it, a Senior Associate British Gas Home Energy person and I understood that person would get hold of all of the 'Chats' over this last year together with e-mails with and to/from British Gas by e-mail. Telephone calls, as I understand it, can also be played back. It is a downright disgrace and I have advised British Gas via these 'Chats' and via verbal contact on the telephone to British Gas that I was copying a lot of these 'Chats' and e-mails to people in the UK who, I hope, will be able to get something done. ON THE ONE HAND, I FEEL, MANY PEOPLE HAVE BEEN WITH BRITISH GAS FOR YEARS, GOT THE SMART METER SYSTEM IN, LIKE MYSELF, DUE TO HAVING A SMART METER MONITOR WHICH, IN MY CASE, HAS NOT BEEN WORKING AS IT SHOULD FOR ABOUT ONE-YEAR, REFUSED TO SEND A BRITISH REPRESENTATIVE OUT AND REFUSED TO REPLACE THE SMART METER MONITOR - I SHOULD NOT HAVE TO CHECK THE ACTUAL METERS SINCE BRITISH GAS AGENTS HAVE TOLD ME VIA THE 'ONLINE CHATS' ETC THEY ARE GETTING ACCURATE READINGS VIA THE SMART METER SYSTEM. YET, AS ABOVE, AS i UNDERSTOOD IT, BRITISH GAS ARE OFFERING FREE INSTALLATION TO NEW CUSTOMERS.