" pay my bill online" nightmare

lcfc68

I signed up to "onevu", now "pay my bill online" last year. I cant remember my login details and there lies the problem, you cant contact these people by any other method than by email to request a call back. I have requested a call back 8 times and guess what no call back.

This is caausing problems because Thames Water is calling me saying I am late with bills I havent been sent. I asked Thames Water to go back to paper billing and they said "you need to talk to "pay my bill online", and I said if I could talk to them I wouldn't have a problem. My advice is stay away at all costs until they have a telephone help as it seems they are going for low costs at the expense of customer service.

Has anyone else had this problem and if so how did you solve it?

Many thanks

DVardysShadow

You don't need to solve the problem, you just need to put in enough effort and keep enough copies of what you do to make them look stupid if they take it to court.

Dear Thames water

with reference to your communication complaining that I am late with paying bills, I would advise you that on <date>, I contacted you to ask for a paper bill because of problems with PayMybillOnline. You refused, saying I must take the matter up with PayMyBillOnline.

My problem is that I have lost my login details for PayMyBillOnline. As you are aware, you can only contactPayMyBillOnline by email to request a call back. I have emailed them on 8 occasions, most recently <date>, but as yet, I have had no call back. Your refusals to provide a paper bill means that as yet, I have not received any valid demand for <period>. You will understand that I am not prepared to pay without being presented with an itemised bill to allow scrutiny of the amount demanded.

I accept my responsibility to pay for services received from Thames Water and enclose my cheque for £20 on account while you resolve this issue. I await either a paper bill or restoration of services with PayMyBillOnline

Yours faithfully

lcfc68