I would like this complaint to go to the manager of the accounts team. I contacted the accounts team on Thursday 23rd December 2021 at approximately 14:10 to discuss my final bill where I believe was owed a credit. I have been appalled at the customer service. I moved from my address on 18th April 2019 and provided final meter readings on the last day. I spoke to a lady that very politely told me that the cheque had been stopped on 8th December 2021 and she would need to speak to a manager. She then placed me on hold but somehow the music cut out after approximately 10-15 mins and I could hear her at her desk for the next 45 minutes talking to her colleagues about staff being pregnant etc. She then said quite clearly to her colleagues that she had no intention of going back to the caller she had on hold because she couldn't be bothered and that she had gone to the toilet and returned and was going to leave me on hold (the whole time unaware that I could hear her as I was shouting out "hello" with no response. I even set off a siren sound from my phone on the off chance she would hear the sound from her headphones). Hearing this unprofessional person not caring to even deal with the call was infuriating. So I called through again from another phone, while still on hold... I went through to the accounts team, speaking to someone different and after giving my account number asked to speak to the day manager. I have been put on hold and (thus far while writing this complaint been on hold for 20 minutes).