Bluegal, it doesn't surprise me one bit - I have had a lot of contact recently with several power companies, and incompetence seems to be widespread.
The latest example of it involves Scottish Power, who I am currently in the process of leaving for a cheaper supplier (though in fairness, I must say that I've had no problems with them throughout my contract).
Because I am leaving them, I got a lot of emails saying that I must give them a meter reading. I logged in to do this, and even on my online account, there were red massages reiterating the need for a meter reading. I clicked on the relevant link, but it didnt work. A quick Google search showed that this has been a problem for people since at least last September!
Not to be beaten, I used 'live chat' to both mention the problem and hopefully give a reading.
What a waste of time - the chat was surreal, almost comically frustrating (I have even kept a copy of it). Anyway, it turns out that they don't need a reading at all, but I had already wasted at least 30 mins in finding that out! Grrr!