> Wouldn't the right thing from a Customer Support perspective to give a one-time usage reset in a case like this? If they had a human instead of an agent doing it, would that have changed the outcome?

I spent something like a year and a half arguing with E.ON's very human customer support agents about how it's not OK for them to send bills to a street address which does not exist, especially after they had agreed that it was not OK and to stop doing it half way through this time, but had carried on using the non-existent street anyway.

E.ON are the third highest ranked energy company in the UK for customer service: https://www.citizensadvice.org.uk/consumer/energy/energy-sup...

This is to say: customer service is never easy to get right, very easy to get wrong.

If it's really important, you can pay for a second account.

because demand is way above what they can handle, thus they can afford any churn from lack of support or sales contact