Is anyone else struggling to speak to a customer service agent about billing?

I received an email (which looks genuine by the way) advising that “There’s an outstanding balance on your account”

All my details (account number, value and customer service phone numbers were all correct. I checked my bank and the payment for the previous month went out and the next bill was due to come out shortly.

So, I called 150 from my landline and everything is automated. I just wanted to speak to a human, but kept getting directed to being sent links to help.

I tried again just now, and only managed to speak to an agent who I could barely understand who said that it was a glitch as the payment date was imminent. However, in the 8+ years I’ve been a customer, my billing date and payment date have never changed.

I have also tried to chat with an agent, but the service was really poor.