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South West Water - Sending Bills Frequently at Random Intervals Instead of Quarterly
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moneysavingkitten
Posts: 576 Forumite
I have been getting water bills, instead of coming quarterly, they are coming at almost random times. I had this problem last year and it is continuing this year.
For example, I got a bill on the 30th of December, then another on the 22nd of January. The January bill also contains the total for December, which I have already paid.
I have phoned up last year and the only explanation they could give me that was they were allowed to send a bill 3 months either side of the actual bill date. Which seems to be like they can send a bill any time in a 6 month period.
I phoned up again today and they couldn't give me any reason for the extra bill at all. To quote them 'we can't you why this has happened, all we can say it that is has'. Which was very helpful, I knew that, I was looking at the bills.
They also claim that I gave them a meter reading on the 23rd of Dec. I didn't, I was away for Christmas. I asked them about this and they gave me the name of Alison someone who I have never heard of, then suggested it must be a mistake and they took the reading themselves. I didn't worry to much when I paid December's bill, as I took meter reading before I paid and it seemed to be correct.
This could possibly explain why I got one bill out of cycle I suppose, but not all the others last year. Also the previous bill I gave them a meter reading for, so it's not like it was an ongoing estimated total.
I have asked them to make an effort to bill me once every 3 months as quarterly billing should be, but I can't get any commitment from them.
The money side of things I can just about handle. I budget for and put money aside for the bill on a weekly basis, so the money is there to always money to pay their random bills.
However it's really problematic getting meter readings to check if their bills are correct. I don't have access to my water meter, I have to go and get a key from my landlord to the cupboard it is in. I can only go and get that key during working hours on a weekday.
I have asked my landlord for a copy of the key, to I don't have to go to their offices. They have refused, saying the key also opens other service cupboards in the building, so they are unwilling for me to have my own copy.
It's becoming a real hassle. I am really fed up with their inaccurate, strangely timed bills.
I was wondering, has any one else had similar problems with water bills turning up at random times? If so, did you find a solution?
Thanks for taking the time to read this rant
For example, I got a bill on the 30th of December, then another on the 22nd of January. The January bill also contains the total for December, which I have already paid.
I have phoned up last year and the only explanation they could give me that was they were allowed to send a bill 3 months either side of the actual bill date. Which seems to be like they can send a bill any time in a 6 month period.
I phoned up again today and they couldn't give me any reason for the extra bill at all. To quote them 'we can't you why this has happened, all we can say it that is has'. Which was very helpful, I knew that, I was looking at the bills.
They also claim that I gave them a meter reading on the 23rd of Dec. I didn't, I was away for Christmas. I asked them about this and they gave me the name of Alison someone who I have never heard of, then suggested it must be a mistake and they took the reading themselves. I didn't worry to much when I paid December's bill, as I took meter reading before I paid and it seemed to be correct.
This could possibly explain why I got one bill out of cycle I suppose, but not all the others last year. Also the previous bill I gave them a meter reading for, so it's not like it was an ongoing estimated total.
I have asked them to make an effort to bill me once every 3 months as quarterly billing should be, but I can't get any commitment from them.
The money side of things I can just about handle. I budget for and put money aside for the bill on a weekly basis, so the money is there to always money to pay their random bills.
However it's really problematic getting meter readings to check if their bills are correct. I don't have access to my water meter, I have to go and get a key from my landlord to the cupboard it is in. I can only go and get that key during working hours on a weekday.
I have asked my landlord for a copy of the key, to I don't have to go to their offices. They have refused, saying the key also opens other service cupboards in the building, so they are unwilling for me to have my own copy.
It's becoming a real hassle. I am really fed up with their inaccurate, strangely timed bills.
I was wondering, has any one else had similar problems with water bills turning up at random times? If so, did you find a solution?
Thanks for taking the time to read this rant

So so SO tired of being ripped off, and mislead
Hope sharing saves some pain.
Hope sharing saves some pain.
0
Comments
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I believe that SWW moved to 6 monthly billing some time ago. I don't think they've billed quarterly for some time.
Why not move to a monthly DD payment basis, then you won't have to pay any 'random bills'?No free lunch, and no free laptop0 -
I know that they are supposed to read the meter once every six months, however I thought they were supposed to send an estimated bill in between those two bills, so that there would be 4 a year. Perhaps I should contact them to be clearer on this.
It also wouldn't explain why I get them at between 3 week - 3 month intervals.
I do not want to move to direct debit payment because I find it more difficult to budget for. I find it easier to put money aside and not have to keep an amount in mind. Also if I pay on receipt of bill and do meter readings each time I pay, I know exactly where I stand.
Also if they can't bill me regularly on paper, I am sure it will be even worse if I am worrying about what moment they might decide to take money out of my account.So so SO tired of being ripped off, and mislead
Hope sharing saves some pain.0 -
If you have a DD they then can only take it on the agreed day of the month. The DD Guarantee proects you from any variation in dates or amounts, and offers you an instant refund if the terms are breached.And you know in advance exactly how much it will be. How can it be easier to budget for a random amount?
The billing cycle is clearly explained on their website. Two bills a year if on DD, and four a year if not, plus two estimated. Meter is read twice a year.
http://southwestwater.custhelp.com/app/answers/detail/a_id/77/kw/billing/session/L3RpbWUvMTM5MTU4NzkwNC9zaWQvMXo1aFA4TWw%3DNo free lunch, and no free laptop0 -
If you have a DD they then can only take it on the agreed day of the month. The DD Guarantee proects you from any variation in dates or amounts, and offers you an instant refund if the terms are breached.And you know in advance exactly how much it will be. How can it be easier to budget for a random amount?
The billing cycle is clearly explained on their website. Two bills a year if on DD, and four a year if not, plus two estimated. Meter is read twice a year.
http://southwestwater.custhelp.com/app/answers/detail/a_id/77/kw/billing/session/L3RpbWUvMTM5MTU4NzkwNC9zaWQvMXo1aFA4TWw%3D
So as I said, it should be quarterly and it isn't.
From your own link "Customers who are not on a payment plan will receive four bills per year, two of which will be estimated."
As I have previously stated, I do not want to pay my debit debit, it is not something I am comfortable with and this shouldn't be a problem as paying on receipt of the bill is an option they offer. I would prefer to check and pay for what I use quarterly.
But this isn't how I am being billed, I am receiving frequent bills which is my problem.So so SO tired of being ripped off, and mislead
Hope sharing saves some pain.0 -
Up to you then to resolve the billing cycle with SWW.
A simple solution has been offered .No free lunch, and no free laptop0 -
Up to you then to resolve the billing cycle with SWW.
A simple solution has been offered .
Of course it is, it's my bill. I was simply asking if anyone else was in a similar position, which you are not.
It's an unsuitable solution ignoring my requirements. Direct debit is not suitable for everyone. They should be able to bill to their own standards, using payment options they offer.
It's not like I am asking them to do something out of the ordinary, just to send bills are regular intervals as they state on the link to their website that you provided.
I am happy to read the meter four times a year, just not 12 times a year. On direct debit you could end up over paying or under paying as a computer will estimate what you need to pay each month. The total will only actually be checked once every 6 months as you stated.
I prefer to pay for exactly what I have used each time. What you do isn't necessarily best for all.So so SO tired of being ripped off, and mislead
Hope sharing saves some pain.0
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