I had the same problem with both electricity and gas. The female I spoke to in resolutions (an oxymoron - the only thing that it wanted to resolve was pent up frustration at a job it clearly hates) was hostile and aggressive, so I hung up and promptly moved my energy accounts to EnergyAustralia. I am also in the process of also moving my phone to someone else. EnergyAustralia have great rates and even if they didn’t, I’d switch. Why would stay with such an inept provider with bottom off the barrel staff to match?