Having consistently ignored my own meter readings, they upped my estimated usage- based on nothing because my bills were estimates- by 50%. They investigated and assured me it was their fault and the direct debit increase should not have been proposed. I switched anyway, as they failed to answer my complaint within THEIR two day window. Guess what? They've now blocked the switch because of a supposed debit on my account that's only there because of them pulling a figure out of a hat to increase needlessly my estimated usage. I called them today. Someone was going to call me back as soon as they got off the phone. That was over two hours ago. no call. No way am I paying them any money when my final bill will probably be a credit. Especially as they seem to have stopped refunding customers. There comes a time in any dysfunctional organisation when simple incompetence doesn't seem a sufficient explanation and you suspect something else.