Over the course of the last two weeks I have spoken to numerous customer service agents every day over calls and online support and I am having to reach out to you as I have not been successful. I have been hung up on, lied to and shouted at down the phone and my case handler Nontando and her manager Nosipho Mkhize have been rude, avoiding my calls and not returning calls after promising to do so. The situation is this: I have secured a property with my partner and I am in the process of getting a mortgage. Unfortunately due to disputes with British Gas (ongoing case: 18648935) previously about our account being overcharged by being billed three times in the same month and therefore being in debit, I had three missed payments marked against my account for July, August and September (which were paid in September 2024). The case regarding the overbilling of our account is still ongoing since May and was escalated on September 16th to no avail. I raised a case on October 8th (19716174) which was escalated on the 9th (19779155) and again on the 11th (19717712) and I have called tirelessly every day to remove these marks on my account as I am sure you can appreciate it is super time sensitive to ensure we do not lose the house and all the money we have already put into it already. My case was closed today (22 Oct) without updating me and I have seen that one missed payment has been removed but that took 2 weeks when I was told by one of the agents from BG it would take maximum 7-working days given the urgency. I have been overpromised timelines and have not received satisfactory (ANY) customer service as no agent or manager has been able to help me and I've been ignored, shouted at, hung up on and every conversation seems like they are just trying to get me off the phone. Now my case is closed, it becomes transparent that the original request was not relayed correctly. I need the mark on my credit account to be changed from 'missed payment' to 'undisclosed' (or anything that doesn;'t show the payment was missed) so that it doesn't show as a negative mark on my credit account. This is now a new case that was raised today, but I've now been told it will take up to 28 days by my new case handler Zola. Everytime I speak to an agent I have to re-explain my situation for it to be escalated and then for a call back to be promised which never happens. I have been told that the back office was not treating this as a priority as almost every agent told me they were, as they were still working on cases from September! There have been some helpful agents but all in all I am at my wits-end and still no resolution.