I was paying for what I used each month, based on smart meter readings. I paid what I owed on 27th February as usual, then 3 days later there was a £155 debit showing on my account. I called them and spoke to an incredibly rude CS rep, who was so difficult to understand. She kept telling me to listen and that the amount owing was for previous months. I questioned how when I have a smart meter and pay in full every month, to which she replied ‘well sometimes the system takes a while to catch up’, Absolutely laughable. I took the hit and left them for UW immediately! Much better service, saved money and I can understand the person who is my direct contact 😊