Severn Trent - flying in the face of common sense

Ksli

Hi,

I'm just going to share an experience of mine I've had with Severn Trent.

Upon returning home from holiday, I found a nice looking Severn trent letter on the floor. At the time I did not open itn assuming it was a bill. The following day, luckily I was sat down at the computer, I decided to pay the 'bill'.

Much to my amazment, it was not so much a bill, but a 'notification of court action letter'. Needless to say I paid the bill.

Here is my problem. I have not received any bills, reminder or anything else prior to receiving the court letter. Whether this is due to ST or RM is another topic. I have my thoughts that its ST and that these reminders were not sent.

Not being a person that likes being threatened, I called ST today. The customer service rep was useless. He claimed ST do not phone customers that are in arrears. When I mentioned that one their website that they will call customers in arrears, I was met with a wall of silence. The same silence I heard when I asked for a copy of the call.

I've requested a copy of their policies and procedures relating to customers who are in arrears. It will be an interesting read. ST take people to court to recover monies owed to them. That's fine, but it beggars belief that they don't call their customers. Had they bothered to phone me and inform me of the situation they would have had their money weeks ago.

I believe they've acted incorrectly, their heavy handed tatics of court action without even so much of a phone call, coupled with the misinformed rep, does not fill me full of confidence in their ability to investigate my complaint.

Sheer Madness.

Cardew

Welcome to the forum.

It is not normal practice to telephone customers who are in debt.

Also any Utility company only has to be able to prove that they sent a bill - not that it arrived. If that were not the case everyone in debt would claim they had not received a bill.

Presumably you are not disputing you are well behind with payment on your account? - if you don't pay by Direct Debit the bills are due April and October with ST.

On the assumption that you are behind in paying your April bill, I fail to see you have much of a case.

Also if a customer has previously been late paying(again if that is the case) then companies normally pass the debt to a DCA quickly, it is not worth the clerical effort to continually chase debts.

Was the letter from Severn Trent or a Debt Collecting Agency(DCA)?

Ksli

Ok,

I'm not making a claim, nor am I contesting the amount. As I previously said I paid the bill immiediately. I work, earn a decent wage, as does my wife, and we have no debt.

This being my first st bill, I'm simply shocked at their actions and poor customer service. I did fail to mention that the bill was paid before any files were submitted, thus there will be no case.

My point is simple, a phone call was all that was necessary to avert this situation. You also mention that it is not normal practice for them to telephone customers who are in debt, that's fine. But, Severn Trent makes a claim on their website that where they hold a number they'll use it.

macman

A situation easily avoided by arranging a DD on the account.

Gothicfairy

Severn Trent do sometimes call but that will be down to the process of debt collection and who is dealing with the account at that time.
Also the number might not be right or could even be missing from the account details.
They don't have to call either way.

samsmoot

Severn Trent are a bunch of crooks.

A friend had to take the DWP to court to make JobcentrePlus pay back Third Party Deductions (direct payments from benefit) which they were giving to Severn Trent.

It's a good scheme, great for those who have trouble budgeting for their utility bills - only thing was my friend hadn't even had a bill from ST - no communication at all in fact - not a sausage. They just asked the DWP to make deductions and they (unlawfully) did so.

This was an abuse of the TPD scheme, as it's there for people who have trouble budgeting, not as a debt collection service for the water companies.

The one good thing about it all was that two DWP barristers got well shamed by the judge - which was nice.

Gothicfairy

Why was it illegal > show me the ruling that states a direct payment is illegal.

The fact your "friend " didn't get a bill is not their problem, they only need to show that they sent one.