Are these smart meters a waste of customers' time?

What’s going on? Last week I got advice via web account to decrease my payments to £39 because of £421 credit in account. Today I get the message to increase to £90 a month… during a period when heating is not being used. there is no info under Energy Usage ( as usual). The remote for the so called Smart Meter is never collecting date, always unavailable. So, Bulb, what’s the use of a web site that gives customers very little info and what’s the use of staying with you?