I'm in credit by £1100 due to bulb estimating wrongly even though they were sent readings. Now I've asked for a refund which was promised over 4 weeks ago, 12 phone calls, 12 different excuses, 12 promises and now today I've been told I need to wait til 21st for a payment review to be complete, surely this isn't legal!! Customer service lie just to get you off the phone, managers have no idea. I'm now using a smart meter, I use £12 a month and they are asking I pay over £100. Disgusted, Even been sent emails out saying money is on way, blatantly lying. When asked about complaint procedure they said they need to lodge a complaint. Thieves.