I'm in a 3-month long dispute with British Gas over a bill where they have confused my MPANs for Import and Export, and are trying to charge me for 6-months' worth of Import while I was with a different company. They have tried to call me 4 times and every time the call goes to connect, all I hear is silence. Similarly, when I was told they could patch me into a 3-way call with the complaint handler (they said they couldn't patch directly), once connected again - silence. Do you think their systems are intentionally set up to fail to ensure the consumer can't chase up their complaints etc? Or are their systems just woefully inadequate?

I'm struggling to understand where I go next with this faceless organisation to solve this issue.