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United utilities water did not close my account

Good evening all,
New to this so any help would be super appreciated. My partner was living in an apartment which she moved out of on the 14/11/2015, on that day she moved out she called United utility's to close and settle off her water and waist water account. All was good until this weekend she set up a clear score account and noticed ther was an outstanding £515 to united utilities. She also has an Experian account which is on Excellent so she didn't realise there was an issue. Today she called united utilities and they said her account was never closed, even though united utilities could see there was a call on the 14/11/15 that apparently was not recorded. They now want her to pay £179 for legal fees and another £160 to "possibly" Take it off her credit score! Is this correct??? Can they do this?? Any advice would be fantastic, thank you :)

Comments

  • Cardew
    Cardew Posts: 29,056 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Rampant Recycler
    Did she get a final bill after closing her account? If she contacted them on the day she moved out did she leave a forwarding address?

    Can she give details of when the flat was occupied after she left? Would old neighbours know?

    I suggest you contact The Consumer Council for Water http://www.ccwater.org.uk/ for assistance.
  • Thank you Cardew,
    United utility's said to her on 14/11/15 the account is closed and no money is due. No forwarding address was given as she moved back to Ireland. They never called or anything to say, obviously just sent more letters out to her previous address! When talking to united utilities today they said to her nobody has changed the name on the account for the apartment, so it has been in her name until today. The letting company said all accounts must be closed when she moved out, she emailed them saying they were, and they refunded her security deposit, so she was sure all was okay. Do you think united utilities keep a record of phone calls? they said no to her. we will contact consumer council, thank you for your time and help.
  • Cardew
    Cardew Posts: 29,056 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Rampant Recycler
    Regardless of the water charges based on Rateable Value(RV) or metered, tt is impossible that no money was due or a refund owed on 14/11/15.

    The letting agent should provide details to you of the tenant who moved in after your partner. The agent or occupant should have contacted UU.

    If the letting agent doesn't co-operate, take them to the Small Claims court.
  • Conor89 wrote: »
    Good evening all,
    New to this so any help would be super appreciated. My partner was living in an apartment which she moved out of on the 14/11/2015, on that day she moved out she called United utility's to close and settle off her water and waist water account. All was good until this weekend she set up a clear score account and noticed ther was an outstanding £515 to united utilities. She also has an Experian account which is on Excellent so she didn't realise there was an issue. Today she called united utilities and they said her account was never closed, even though united utilities could see there was a call on the 14/11/15 that apparently was not recorded. They now want her to pay £179 for legal fees and another £160 to "possibly" Take it off her credit score! Is this correct??? Can they do this?? Any advice would be fantastic, thank you :)


    When did she ever consent to UU lodging details of her account with the credit reference agencies? Actually, a trick question - she didn't. When you've sorted out the mess, complain to the ICO. This business of the water companies reporting to the CRAs drives a coach and horses through the notion of data processing consent.
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