Totally shambolic. I eventually got to “speak” to someone on Facebook messenger (phone took 45 minutes to be answered by someone with a strong accent on a very intermittent crackling line. Once I’d cleared security, I explained one of their colleagues had phoned me the evening before to say I had a £400+ credit on my account and that I needed to ring them to arrange for reimbursement. The advisor then said “Oh, is that all you want help with?” before I got cut off! Online chat “typically replies in 2 days”.) After a few exchanges on Facebook messenger - sometimes waiting 2 hours for a reply - they have tried to produce my final bill. I left them 3 months ago! The reason for the delay? They need me to provide meter readings (they’ve not asked before and my new supplier said they would take care of things) ...I have a smart meter, installed by Eversmart, but apparently an instant reading from it is not acceptable. They need a human one. No idea now why I even have a smart meter then?! Oh and they continued to take DD payments from my account once I’d left them...yet weren’t able to put it directly back into my bank account. I had to faff about contacting my bank to make a special claim. And now I continue to be several hundred pounds out of pocket because they are basically uncontactable. P.S. the automated message on their phone line about some customers having issues accessing their accounts online and how they are “working really hard to solve the problem” is now at least 2 months old. Beware!