Thames Water and their inability to tell the truth

olly300

I have always paid my water bill in two instalments simply because I previously have had trouble with Thames Water, so I won't pay by direct debit.

After asking for a water meter, being ignored, then treated very rudely on the phone and sending in a written complaint which was not answered, I had to get the customer council for water involved.

In their written reply to my complaint sent to the consumer council for water involved them deciding to ignore the complaint but suspending my account until it was worked out whether I could have a water meter. (They were suppose to do this anyway.)

Subsequently I was put on an assessed charge as a water meter can't be fitted.

I was sent new bill to be paid in three instalments. I checked on their website and you can pay your bill in two instalments like I always have done. So I sent a cheque to Thames Water with a letter ( I photocopied and kept a copy of ) and the counterfoil stating that I will pay my bill in two instalments as previously. In addition I wrote my details on the back of the cheque.

I then received a letter threatening to take me to court because I hadn't paid the bill. I contacted them on the phone and they were able to find the cheque had been paid. I was accused of not putting my details on the back of the cheque and not sending in the counterfoil.

I actually have a draw full of bills I've paid in the last four years and where I have paid them by other methods the counterfoil is still on them. I also write how I've paid the bill on the bill with the date paid.

I was also told I would receive another demand to pay the bill in a few weeks.

Two weeks later I received a letter dated 1st April in mid-May stating that my cheque had been debited to my account.

A month later I received a letter asking me to pay the bill equal to the amount I had already paid. I ignored it as I had been told to.

Then in July I received a threatening letter stating that I was going to be taken to court, credit black listed etc if I didn't pay the bill I had already paid.

After reading the case of Ferguson V British Gas ( - http://www.out-law.com/page-9826 )I wrote a letter to the next level of customer service pointing out:
1. That I had already paid the bill plus the dates of my various contact with them over this matter.
2. That if they continued to chase me I may take action against them for harassment
3. I had previously complained to the regulator about them.
4. I strongly suggest they sort out their customer service issues.

I subsequently received a letter from them stating that they expected me to pay my bill in one instalment which is why they kept sending me the bills. :rolleyes:

Samba_Pa_Ti

is it cheaper to buy bottled water where you are ?

id be tempted....