Yes it will go wrong sometimes, theres no stopping it, thats why you keep track of your own usage. If the adviser you get through to is a complete idiot only speak to managers and don't back down, do not accept "we will call you in a few days" etc or any kind of shifting the blame/delaying, sit there till the manager sorts it, its quite easy to look through the readings and payment history in a few minutes and find any discrepancys. Helps if you know what you are talking about as-well, I had to sort my parents nPower bill out a few months ago, I just told the agent what to do and how to fix it, was sorted within the hour.
The majority of the time though its the customer who is at fault and refuses to accept they have used the energy and you have to sit there being polite while they are shouting/swearing down the phone till they either accept it or hang up.
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God forbid some people like to accurately know how much their outgoings are every month and not rely on estimates. Zero sympathy for laziness when a higher than expected bill lands on your door step because of your busy life. 
