Submitted electric reading - account massively over estimated. Partly my fault for not providing readings. Checked account to check updated credit (I'm already in credit for £589) but no reading showed. Updated it again and noticed there was a meter reading entered over a year ago for a reading higher than my current usage. No actual reading has been done for years so clearly records are inaccurate. Called customer service and was told third party agents carry out readings so couldn't tell me how this had happened. I explained no-one has been inside my house to complete a reading. I was advised to send an email which photos of my reading and while I was writing it, the reading I'd added (again) was removed from my account. No message or reason given. Seems if they don't like a reading it's deleted. I sent the email to the address given and haven't even received an automated acknowledgement indicating when a response will be issued. I was told by the customer service representative that messages should be dealt with within 48 hours but that they get a lot of emails so could take longer. I also checked my gas account and noticed Eon estimated my gas use lower than their estimate of a previous month so why customers can't do this isn't clear. It also took 20 mins to get through on the phone and no estimated waiting time was given while I was waiting - just repeated messages directing me to use the website. Very poor - no-one takes ownership to look into an issue or resolve it. What is customer service for?