Thames Water closed my account without my consent or notifying me

lilibug

I found out that a third party told them to close my account when I've never moved out of the property. Is this normal? Can Thames Water just close any account they want without notifying or checking with the account holder first?


Thanks

kazwookie

lilibug wrote: »

I found out that a third party told them to close my account when I've never moved out of the property. Is this normal? Can Thames Water just close any account they want without notifying or checking with the account holder first?

I would suggest you ring them and ask.

elsien

If they haven't notified you, how do you know it's closed?

lilibug

I rang them this morning to ask about a bill and they told me it had been closed 20 days ago. The letting agent (who doesn't have consent to do this) told them to.

My concern is with Thames Water though, and the fact that they would close the account without actually asking me. If they can do that them they can potentially create a lot of hassle for a lot of people.

elsien

Might be to do with this:

https://www.thameswater.co.uk/my-account/moving-home/Landlord-tenants-and-students

I think your first question should be why the letting agent took it upon themselves to tell Thames Water you've moved out.

Cardew

This has come up before and also with gas and electricity accounts.


What has anyone to gain in closing your account or an account for anyone? So a company has no real option but to close an account if somebody phones or writes to them requesting closure.



If you don't think that should happen, how do you suggest the many millions of us will close an account? e.g. I phone stating my name is Cardew and ask a water company to close my account at 23 Railway Cuttings East Cheam and leave a forwarding address.



So what should the water company now do before closing my account? Prove I am Cardew? How do I prove it?

lilibug

All companies have standard procedures in place to identify the caller, including passwords so that's not really the issue here.


Yes I asked my letting agent why and they said it was a mistake (a breach of contract in fact). But it doesn't explain why Thames Water don't have a process in place to verify if the call is genuine.

elsien

I think the fact it's from the landlord is different to some random person phoning up to close the account because if they've used the system I linked to they are already registered and verified. The water company have no reason to doubt what they are being told in this instance - from their perspective a reputable source who they have dealt with before has told them you are no longer a tenant at the property.
They can't write to you because you are not there. And if they don't close your account you could potentially be liable for the new tenants bills.
If it was Joe public phoning, then yes they'd have to go through all the usual hoops and verifications.
I still think it's the letting agency you should be complaining to.