change your provider immediately - npower is very good to me - and cheap. Get a 'thingy' on your mobile - i can call all 0845/o8 something else numbers for hours/ever for £2.50 a month (get this for just one month if the need be)

Then - just ask straight for managers/supervisors - helpline people are not trained enough to help you. try different depts. Took me 8 calls to sort out a company when i had '2' accounts. Got total apology , refund and one reduced rate - but it did take alot of perseverance