I have no idea why this company is supposed to have good customer service. This is up there with the worst I've encountered, and I used be with Scottish Power and lost hundreds of 'your account is in credit' pounds when they went out of business that I was never able to get back from anyone. They've been overbilling me for months due to estimated readings, but when I asked them to recalibrate my bills based on the smart data, somehow (!!) it showed me owing even more, even though every non-estimated usage was lower. Want to complain or even just understand why they think this makes sense? Good luck getting anyone to talk to you ever. Emails unanswered. Staying on hold for an hour just to get cut off. Avoid if you can.