They have lied, the customer service never do what they say, then they charge you for the privilege. They charged for a meter on a house my son had moved out of!! Apparently they broke into the new owners house and changed his meters when he was in hospital, the house was completely empty as we had told them he had moved out!!. Absolute joke. They had not recorded the previous conversations and then split the bills into two accounts to justify breaking in after the event. They never would have got a warrant for £200 bill, so they split the bills and put a £500 payment against the electric bill. Do not trust them and do not trust them to do as they say they will. They really do not care about their customers at all. When I asked what the final meter reading was, for the meter they changed they said they could not tell me, I said how can I agree the bill? I would suggest you do not use them and do not trust them if you are currently with them!