I called BG to switch to direct debit when I moved to my new home. They sent an email confirming it is switch and that on every 15th money will be taken out. On 12th, they cut our power, an engineer was sent after calling them, the engineer said that it is still pay as you go and you should top up, they haven't changed it. I call BG again, after an hour of wait on the line, they say that it is credit not pay as you go and they cannot do anything, after 30 minutes of them putting me on hold and waiting, they give me a smart card number to top up, which turns out that it doesn't work. So we end up spending the night without power as they close at 8pm. as I work online, this caused me lose £502 pounds due to unplanned cancellation on my side from the company I work in, so cost me part of my salary. when I called BG, someone called Kyle completely refused taking any responsibility and kept repeating that it was my responsibility to top up, even though I couldn't and they had it on the system that it is credit, and took these incompetent workers more than a day to connect my power. It turns out I still cannot top up until 15th, so after many multiple calls and talking to so many stupid workers in there who don't even know what they're doing, finally someone changes the system to pay as you go. And guess what, I get charged £15 for direct debit, which I didn't use. So this stupid company makes a big mess up, thinking my account is direct debit, cuts my power cause apparently its pay as you go and you need to top up, even after calling, they can't top me up and give me wrong code. this causes loss of income of £502, they don't take any responsibility, when I file a claim, they keep writing wrong information down in their system and end up charging me £15. How is this legal and how is this company still running, it needs to be shut down.