Mismanaged account. False debt and false tariff promises We selected GNE because they promised a fixed dual tariff fee lower than most others. An impressive deal... we joined. We paid diligently every month. Never missed a payment. Then we received a bill for almost double our agreed fixed tariff further down the line. I questioned why the bill had doubled. They said my usage had gone up. It had not. It had gone down. In fact, we had been on holiday and not using our home for half of the month. I cancelled my account and left them based on this and some of the very worst customer service I have ever experienced. I paid my final payment and off I went. A few weeks later, an email followed by another and another and finally a letter telling me I owed them £320. Stunned, I called. I was told that they had backdated the now increased Taff's and said I needed to pay. Stress forced me to cave in and I agreed to pay. I paid the first payment on the spot. This left me to pay £223.00 of this ridiculous surprise debt. So I set up a new direct debit in the same call to pay two payments of £111.50, one on Aug 1st 2020 and the final one on Sept 1st 2020. Both were paid and the last one labelled as final payment. All done!...??...??....Nope. Two months later and with no contact in between.... a debt letter from a collection agency acting on GOD'S behalf. A demand for £223.00!!! .... So after a tough day at work and an entire night pulling evidence together, I called the debt collection agency. Explained all of the above and concluded to them that EITHER GNE had not properly accounted for my two direct debits and failed to record them (although they did accept the payments) or after these were paid, GNE didn't cancel the account and for the two following months they assumed I still needed to pay £122.50 per month..... even though no debt existed and it had been paid in full. The debt collection agent was helpful enough to a point. I've been told they will look into, but to make sure I answer their calls and emails otherwise they will pursue me for the cash..... which I DO NOT OWE!!! Insulted to the limit!! I asked who would be fixing any damage to my credit file as a result of this farce. The agent said she didn't know and I should write to GNE. So now I have to write letters and fight with the very business who have so greatly failed me and themselves... WONDERFUL!!! I them told the agent I wanted to raise SARS request and asked where I should make that request to or could she do it for me. Not a clue!!! Didn't seem to even know what a SARS request is. I'll need to do that myself too. GNE drew us in with a great deal promise. Once we were in.... they increased the tariff by almost double. They then mis-managed my account, failed to keep an accurate track of my payments and pursued me for a debt that doesn't exist.... it is their broken processes at fault. They did not care at GNE when I complained and once I said I was leaving...then left... they have utterly mismanaged my accounts and created false debt through their failures. THE single worst service experience I have ever had. I am an exec in the CX/service field. I know their processes, their systems and what great looks like on customer service delivery.... GNE miss on all of that and fall so far below the basic expectations I have as a customer it is embarrassing!!!! The debt agency promised to sort it. We will see. If anyone senior in GNE reads this and cares, I welcome your contact or response to this review. Make this go away. For anyone considering GNE... Read the reviews. My experience IS NOT isolated. My advice is not to be fooled by the promise of a deal that is as good as it looks at first sight. AVOID LIKE THE PLAGUE!!! AN UTTER SHAMBLES. I will be making it my business to invest time and creativity in covering all social media channels with this experience. Stressed doesn't cover it. Thanks GNE for nothing!!!