Water bill shocker!

MUMMAM

Came home to letter to say in arrears yet I pay every month on line. Rang company and got usual run down of what they have to say I then said I'm puzzled as to arrears and what was it how much and how did it occur. £1400!! Apparently my booklet payments have never covered invoice amount since 2006. I argued that they should have put in red that I was in debit and each year they should tell me I don't pay enough. Their answer was it was up to me. I am on benefits (unfortunately) and they knew my situation. I am worse off now after child benefit and tax credits stopped, I must admit I forgot to tell them that my income was less! Can they do this? Please help.

rollon65

Hello MUMMAM,


Firstly, I suggest that you do not despair. Your water authority has a responsibility to keep you informed of the degree of your debt to them and on this they would apear to have clearly failed. I think that I would advise them that you are going to approach the Consumer Council for Water for further advice on your situation. I can supply contact details – otherwise “Google” for the information. As long as you are paying something to them you are not in a default situation, so don't be intimidated – you are a customer in a difficult financial situation, not a criminal. If they then do not adopt a more agreeable tone, I suggest that you do approach the Consumer Council for Water to see if they can assist. Your level of debt should never have been allowed to escalate to this kind of level and it is plainly negligent of your water authority to have let it be so.


Chin up! Kind regards – rollon65.

Capyboppy

What a lovely reply you have given rollon65. I have seen so many negative replies in the past to people in a similar position it has been so disheartening. Give yourself a pat on the back.:T

Mumman, do take rollon65's advice and let us know how you get on. I know how stressful something like this can be.

rollon65

Hello again MUMMAM,

You need to look here: http://www.ccwater.org.uk/
I also have been in an accumulated debt situation with my own water authority (see "Shock Letter from Water Authority" posting here), albeit in different circumstances to yours and have learned quite a lot in the process.
Take a look at my penultimate (I think) posting and do the same, I suggest.
Don't let it get you down - you appear to have a very good case for some redress.
Capyboppy: Thank you for your kind words. In the main, folks posting here are short on help and certainly don't need to be kicked whilst they are down, do they?

Kind regards - rollon65.

rollon65

Here's my drift MUMMAM:

For anyone who follows in my footsteps; it has been invaluable to have kept copious notes of names, dates and times of telephone conversations, letters received, records of water authority activity in the near vacinity and to be "on the ball" in respect of any mistakes (however insignificant) made by your authority as I sincerely believe that it is necessary both to make your case confidently and in sound possession of the facts. If you falter they are likely to grab the advantage.

MUMMAM

Hi rollon65
I took your advice got in touch with ccwater, Anglian replied, still not happy, got back to ccwater then Anglian replied with a much more favourable reply. Best part of bill written off, they had to agree bill should not have been allowed to accumulate and will inform yearly now of how I stand, experian will be told I am repaying at an agreed rate, now on meter and monthly payment down by £10 per month. Have thanked ccwater but HUGE thanks to you rollon65 I would never have known about ccwater without your advice.
Was feeling quite ill over this, but a lot happier now. Thank you thank you thank you.

Cardew

This case illustrates how many of the Utility Companies(including gas/electricity) have a total reliance on 'The computer' to run accounts.


I suspect over the 8 years the OP was running up a debit balance, the account was never seen by a 'human' at the water company.


I also suspect that the increasing debit balance would have been noticed by 'The Computer' had the OP been paying by Direct Debit, but its program doesn't cater for booklet payments.

rollon65

Hello MUMMAM,


I am so pleased that I have been able to use my own recent experience as the basis of some help for your own situation.
I do recognise the procedure where water companies often seem to take a heavy handed approach to consumers in any kind of difficulty as a first posture, only to become more accommodating when you display a bit of knowledge about the organisations that are out there who can offer you some credible assistance.
Do check with Experian (not Anglian Water) that your credit rating has not taken a battering with reference to this issue as it will be considerably more difficult to do so later on, if that should get overlooked now.
Can't fault Cardew's view that all errors get blamed on “the computer”, however that does not relieve any water authority's (human) staff of their responsibilities, as much as they might like to think so.
I wish you good fortune with your continuing dealings with your water provider, and remember – there are lots of willing folk, ordinary consumers just like yourself, who are prepared to devote their time and energy to trying to ensure that the “bully boys” don't get the upper hand if they can help.


Kind regards – rollon65.

Capyboppy

What a great outcome. No insulting replies, no trolls. Just like the old days of MSE :j

rollon65

Hello again Capyboppy,

I'll second that! If you don't intend to try and be helpful and welcoming, then don't post here - try the battlefield that is Facebook instead.
I have been posting here for five years or so and have only once encountered outright rudeness, but when you are short on assistance and you are responded to in that fashion it can make you think twice about returning, can't it?

Kind regards - rollon65.

Capyboppy

rollon65 wrote: »

Hello again Capyboppy,

but when you are short on assistance and you are responded to in that fashion it can make you think twice about returning, can't it?

Kind regards - rollon65.

Absolutely rollon. This was the reason for a long long time I did not post or contribute on MSE. I think it was the shock of the responses to one of my rare posts (I tend to answer posts rather than post them:p). I can allow that not everyone sees things the same way, but when (in my case), I had people slagging me down when I explained I couldn't do certainly things they suggested because of health I thought they would leave it. But no, they had to carry it on. It wasn't a massive deal to begin with, which is why it was so surprising so many turned it that way. I ended up from being indignant of my situation to a combination of angry and in tears because of the responses. However, on this occasion/thread my faith has been restored that there are others like me who like to deal with issues like the old days and still taking note of the old phrase, "Do unto others etc".