As a pensioner on pension credit, I noticed they were taking £39 via direct debit, which was clearly an overcharge based on my meter readings. When I reached out, they dismissed my concerns, stating they only consider year-end meter readings. Their website claims to allow changes to the direct debit amount, but it wouldn’t let me reduce it. The customer service phone line is unresponsive, and their online help button is ineffective. Now, I’m over £95 in credit after the final bill, which is far more than I should have paid. The website and customer service have been nonexistent. This is unacceptable.
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