I am penning down this review with a sense of disappointment and frustration. My association with UW dates back a few years, and for the most part, it was uneventful and pleasant. However, recent experiences have left me with no choice but to voice my concerns. In April 2023, I opted for a smart meter installation, which promised convenient, accurate billing as my meter readings would be transmitted remotely to the energy company. To my dismay, the first bill following the meter exchange totaled an astonishing £4,379.83 (comprising Gas-£4,379.83, Electric-£271.66, Broadband-£40), it is also worth noting that I live in a 3 bedroom house, with my wife and 4 children (age 2-10). This amount was wildly inconsistent with the readings reported by my smart meter. Engaging in numerous phone calls with UW, they eventually revised the bill to a more reasonable £290.91, accompanied by assurances that my subsequent bills would accurately reflect the smart meter data. However, my astonishment knew no bounds when my August bill arrived, once again bearing no resemblance to the data from my smart meter. To be precise, my smart meter indicated Gas usage of £43.05 (471KWh) and Electricity usage of £91.14 (252KWh), totaling £134.19. However, UW's bill amounted to a staggering £870.51, with Gas accounting for £780.30 and Electricity for £90.21. This glaring discrepancy prompted me to file a complaint with UW, both via phone and email. To ensure a documented record of my grievance, I initiated the email complaint, but unfortunately, the responses I received were far from satisfactory. In one of their email responses, UW claimed, "We haven't received an up-to-date meter reading from you or an engineer for a while. This means we’ve been estimating your usage during that period." I promptly reminded them that I had been informed my smart meter would obviate the need for me to manually submit readings. I even included previous bills that clearly displayed smart meter readings. Yet, their email responses continued to be perplexing. Frustrated with the lack of resolution, I resorted to contacting UW's customer service via phone. During these conversations, UW's representatives insisted that the exorbitant bill of £870.51 was accurate. This assertion left me incredulous, especially when they mentioned recalculating bills dating back to December 2022, despite the meter exchange occurring in April 2023. My second complaint pertains to how UW handled my initial grievance. After numerous calls with UW's complaint team, they remained adamant that the £870.51 bill was correct. They offered me a mere £100 and a payment plan, which I deemed unacceptable. Subsequently, they revised their offer to £150, still accompanied by a payment plan, which I also found inadequate. This impasse led to the issuance of a deadlock letter by UW. However, the content of the deadlock letter was starkly different from the essence of my complaint. In the letter, UW claimed to offer me £300 as a goodwill gesture, a stark contrast to their previous offers. I immediately responded, pointing out the discrepancies in the deadlock letter, only to receive a response the following day, simply reiterating the deadlock status and suggesting I escalate the matter to the Energy Ombudsman. This entire experience has left me deeply dissatisfied with UW's services. While they may claim to be the cheapest energy company, the manner in which they handle billing discrepancies and complaints suggests otherwise. I would advise caution when dealing with this company, as they appear to employ tactics that may not align with their purported commitment to customer satisfaction.