Nearly a year ago, I took over the gas meter as new owner. After a few weeks it was evident that it was not working - it was not moving forward (later turned out to be intermittently faultily moving forward). Very obviously not measuring my gas useage. It took hours and hours and hours and extreme stress to me to communicate this simple matter to British Gas. Eventually on not getting through I used the transcript. The experience was as of talking with five year olds (who would have done infinately better than they). They kept turning the conversation circular without any action for me to take and absolutely no comprehension that my gas meter was not working. I have a copy of the transcript. Unbelievable. They lost my business because I went to a cheaper deal and much better service but also of course because of this. They ended up resolving the meter problem by not acting on it, but passing it on to the next company and reducing my final bill to £5 (very worryingly expensive for all if this is how they do business - just write things off - even over a very simple matter. An embarrassment to Britain. They would not even write to say that they had learned from it and properly sorry in that way. Very vague about it. Then in the last few weeks because I have my boiler warranty with their other wing I had to discuss my warranty. Again - two operatives were insistent on giving me the wrong information and sounded very disinterested. Eventually they acknowledged that what they were saying was incorrect and that my information in writing from them was the correct version. Shame on the managing directors of British Gas for not caring for, investing in, training up, empowering, giving autonomy to their front line staff. Very bad.