Amazing Support from Paul & John – Truly AppreciatedI wanted to say a huge thank you to Paul and John for their outstanding help. Before speaking with them, I spoke to another staff member who was completely dismissive. He insisted my bill was correct and claimed I’d used 6000 kWh in 9 months, even though the company had my actual meter readings for the last 6 months showing only 236 kWh. It just didn’t add up, but he wasn’t willing to listen.When I called back, I was lucky to get Paul. He was understanding, patient, and went through everything with me step by step. With the help of John as well, they managed to get the issue sorted. I ended up with £600 in credit, my monthly direct debit was reset, and I was even compensated for all the inconvenience.It really shows how much of a difference experience and good customer service can make.It’s a shame the first staff member was so confident I’d used £4,000 worth of gas, even after I explained the readings and that I’ve been in a semi-detached house for 15 years — I know what my usage should look like. Anyone working in this role should have a basic understanding of typical household usage, but he wasn’t having any of it.Thank you again, Paul and John. Your help was genuinely appreciated.
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