I last made payment to my account October 2018 for £68.61. This was a reduced value where previously I had been paying more on a payment plan set up by yourselves. I made my payment monthly, confirmed by checking the balance online. Nov, Dec and Jan balanced showed zero at which point I made an enquiry to you regarding the balance. I received an email from agent Sachin Pagare on 14th January stating the balance was zero and they would bill me soon. I have now received a bill for £334.17. I called this evening to discuss this and spoke to an agent called Shianay? Her explaination was something along the lines of if a customer asks how much they owe they are told zero until a bill is generated. So, of no use at all in actual fact. If I ask how much I owe you for the energy I have used, I expect to be given an accurate balance/amount owing. What is the point of a monthly plan? And when did you tell me that this would change? When I took umbrage to this explanation the agent said it sounded like I was trying to get out of paying my bill. When I challenged this, she disappeared off the call and disconnected.