Leak from hot water tank March 29. 6 Attempts to get through by phone, holding on for 20-25 minutes each time until line dropped out. Tried the online emergency service and was given a date for December 25, 2021. The next day I received an email saying that the 1st email was sent in error but still no time for an 'emergency engineer'. In desperation I managed to get a plumber through a friend to come out, in spite of lock down, on the afternoon of the 30th. The water tank was drained and things left secure. All of this was done remotely as I am trapped outside the country. As I will likely be able to travel soon I called British Gas, under my homecare contract, to come out and repair/replace. I was informed that I had to pay the £99 excess call out charge. I said this was unreasonable since I had already paid £140 to get someone out because BG was uncontactable and I didn't want to damage my flat and the flat below with leaking water. The BG rep remained firm. I asked to be put through to the complaints section the person at the end told me a £30 reduction was all that she would do because: 1. I did not try hard enough to contact them (my phone log will demonstrate otherwise) and people were getting through on the day (not this person). 2. "It was my decision to call another plumber to save the building from water damage". I then asked to be transferred to contract cancellation. The rep duly declared the contract was cancelled and that I would receive an email notification to that effect. 3 days later no confirmation!! I tried to log into my account to see if there was a message but was locked out because "I had not been a British Gas customer for 6 months" !!!?? Interesting in that the contract was only cancelled 3 days ago? My next step was to use my online banking facility to cancel my direct debit to British Gas for Homecare which I have just done. My bank suggested I notify you of this - SO YOU ARE NOW NOTIFIED! I will not spend any more hours with communication systems and corporate processes that do not work.