CCW involvement and debt collection

LCH611

I have a very long saga going on with Castle Water.... I finally got their customer contact information sent to me and it is a PDF of 220 pages. Without rehashing it all, in July 2021 I had a vast bill that no-one was able to really explain how it related to the actual meter reads they had on the system. It went back and forth endlessly with me pressing them to resolve it so I could pay it and move on.... in the meantime the late payment charges and interest keep piling on and I was told, in writing, to disregard them all until the matter was resolved. Castle Water decided in March they had answered all the issues (they hadn't) and closed the case. At the very least I feel that there should be no charges applied for that period and I have repeatedly asked them to recalculate so I could sort out a payment plan. Ditto updating my account to reflect the actual meter read I submitted on Aug 18th. I spent 2 hrs going through it all with a customer services adviser and it was agreed that he would look into getting the charges lifted, and the actual reading applied. We would then have an accurate bill and could set up a payment plan. Instead, the next day it was passed to collections.  I advised the collections company it was in dispute and I that I had contacted the CCW. They are now on it and have contacted Castle Water. In the meantime I have received an intention to visit letter from the collections agency. Are they supposed to back off now CCW is involved, or do the charges keep racking up?
Neither Castle Water nor Engage have responded to my complaint about data breach (lodged with them a month ago - despite having my billing address they also wrote to "Water Trough" & then the postcode. The postman delivered it to a logical house on that postcode and so they opened it and saw my name, and the fact that I allegedly owe £3k and am about to be taken to court...... I don't think this is OK either as it is a small village and I don't want people gossiping about my business.
Do I contact Engage and tell them CCW are now actively part of the process? They have previously said they only take instruction from Castle Water......

 

SiliconChip

I'd never heard of Castle Water, nor Engage (who I assume are the collection agency) and I have no idea what the CCW is. However, having looked up Castle Water I can see they are a supplier to businesses, so this is presumable a B2B contract and you therefore have no Consumer Rights as such. If you can clarify the parties involved it might be possible to give you some pointers on how to proceed, but it may be that you'll need to take (and pay for) legal advice.

LCH611

Sorry... to clarify. I have a water trough for my horses so am deemed a business customer. Engage is the collections agency and CCW is the Consumer Council for Water - the water industry's statutory body that help to resolve complaints