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Outstanding Balance - Direct Debit

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Outstanding Balance - Direct Debit

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taylott8959taylott8959 Forumite
2 posts
First Post
MoneySaving Newbie

I am new to the forum so I am appreciative of any help that can be offered here.
I am a customer of Thames Water for around 3 years now at my current address.
I recently switched service providers for my electricity which prompted me to log in to my Clear Score account which I haven’t not done for so many years as it alerted me to a new search on my credit file which was correct for this new utility. 
Whilst I was on there I noticed my score was particularly low from what I expected, I have otherwise perfect credit, I have never missed a single payment with regards to 100,000’s of pounds of credit repayments over the years and if anything have repaid early. 
When looking closer at the report I have noticed that there is an unpaid balance with regards to Thames Water.

Now I know I have been paying my Thames Water balance for years via Direct Debit so I thought this may be some kind of mistake.
I have checked with my bank and they have confirmed that my direct debit has always been paid on time and never rejected going back to 2017.
Since I only receive my bill on a 6 monthly basis and I have only received 5 bills in total over the years due to this, I logged onto my online account to see what the issue was.
I noticed there was a balance on there of £133.36 that seemed to match exactly the amount of a bill back in August 2017.
Looking back at my emails and my direct debit I can see that this was setup on the 21/08/2017 when the bill was issued a week earlier on 14/08/2017. 
My assumption would have been here when I have setup my account to pay via direc debit all charges would have been taken this way.
Now when I look at my bills I can see that the bill always states that ’No action required - Direct debit in setup’.

From this you can clearly see that the amount due has been aggregated to include all balances in to the total amount due, so I have never paid much attention to this and assumed that the direct debit have been adjusted an automatically deducted.
I have never knowingly underpaid any balance with regards to this.
The bills are clearly misleading which is how this oversight has occurred and I have received absolutely no separate specific correspondence at all from Thames Water; not a letter, email, phone call or text with regards to any outstanding balances and as you can see I have been paying the bills each month on time.
Had this been communicated to me or had been adjusted on my direct debit as I would have expected I would have paid the balance in full right away, which is what I have done as of today (09/05/2020) since I have become aware of this. 

Due to this error Thames Water have been putting marks on my credit score each month with regards to this clear oversight and I would like this to be rectified.
From my Equifax report I can see that there have been inconsistent markings with regards to this.
Mid ’17 - Mid ’18 it appears as ON-TIME
Mid ’18 - Start ’19 it appears as MISSED
Start ’19 - Mid ’19 it appears as ON-TIME
Mid ’19 - Start ’20 it appears as MISSED.
Any help you can offer on this would be much appreciated.
My end goal is to obviously get the marks removed but I don't know the best way to go about it, or if Thames Water refuse what options I have?


  • CardewCardew Forumite
    28.2K posts
    Part of the Furniture 10,000 Posts Name Dropper Rampant Recycler
    Welcome to the forum.
    If Thames Water fail to correct what seems to be an obvious error, then contact the Consumer Council for Water

  • edited 11 May at 12:07PM
    taylott8959taylott8959 Forumite
    2 posts
    First Post
    MoneySaving Newbie
    edited 11 May at 12:07PM
    Thanks for that Cardew.
    I had already taken a look into this, I need to give them 10 days from my initial written email and then another 10 days after that response before I can raise with them. 
    Has anyone had experience getting a utility company removing marks from their file for something similar?
    How long did it take to resolve?
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