Emrelee9 £140 is the figure for the Warm Home Discount. Do you get that? If so then that cannot be refunded until after your Winter bill as it is supposed to pay your bill not be refundable for you to spend on anything else. (to be honest, this should have been explained to you.) They're also supposed to explain that they're not supposed to do anything that can get you into debt and that the refunded you wanted may change your monthly payment amount. There may have been a good reason for waiting 10 days.
Completely agree! Terrible "Customer Service" - although its a misnomer even calling it "service". Wait times are horrendous and ridiculous. Do they have any service level agreements with their customers?
I agree that the staff must be so depressed about having to deal with the mess this company is in. This can't just be about Coronavirus. Most other companies have the same issues and they have found ways to deal with staff shortages (quarantine, etc.). Most of the phone service staff work from home anyway--- so what's the problem?