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I had similar issue with Simply Energy. I wasn't getting billed so called Customer Service. They found my account was closed for some reason and said I need to contact Power Networks (?) (the company who read the meters) as the closed account was caused by them.
What!? Simply Energy is the retailer and biller so should sort it out. I said I need to talk to the energy ombudsman and then she said she would pass the matter to billing disputes. Disputes department phoned me and all sorted.
So if getting no-where, mention the energy ombudsman and that prompts Customer Service to upscale the issue.
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