Overpaid Thames Water

hildasmuriel

My meter hasn't been read in about 4 years and all bills have been estimated. We found it difficult to get to the meter but finally this weekend, we cut back enough undergrowth in the garden to find the cover, then used a long pole to clean the top of the meter, then used my phone to take a video so that we can actually read the meter. What a faff!

I submitted this online and today logged on to see that my account is in credit. The online agent said this would be deducted off my next bill.

It's over £300 in credit and I would rather have the money in my account!

Tried Googling to see if I have the right to get it back but can only find advice on what to do if you OWE money.


So does anyone here know the answer?

TIA

freesha

Call them and ask - but when is your next bill due?

hildasmuriel

.freesha said:

Call them and ask - but when is your next bill due?

Not until November. I just got one this month and that is what prompted me to finally hack through the jungle and read the meter.

I will try phoning next, rather than online chat

freesha

So they might well refund you, BUT you'd need to start paying anyway to build up a credit for the next 6 months, else you'll have a bill to pay in full then.

hildasmuriel

Oh yes, I'll continue paying my direct debit. That's how the amount has built up. Although, really they should be lowering that or I'm going to build up an excess again.

serpico100

If you don’t have a bill due and Thames Water now have an up to date reading you should be entitled to a refund, but you will have to contact them first. A newspaper did an article about this a while ago:

Some water companies generate refunds automatically while others ask customers to contact them first.

Yorkshire Water will automatically arrange a refund for any of its customers who are found to have paid for more water than they have used. 

Wessex Water will depending on how you pay your bill, will issue you with a cheque or will refund the money directly into your bank account.

Severn and Trent Water ask customers with large amounts of credit left over when they receive their six month bill to contact them as their contract will “need reviewing”. They also say that refunds can be arranged either by bank transfer, debit card or by cheque.

Anglian Water advises any of its customers who receive a bill with a significant credit balance to contact them to arrange a refund. Anglian Water will also sometimes contact customers via text message and if the customer replies requesting a refund it will be processed within five working days.

Thames Water is different in that it uses the credit balance to pay for future bills. However, if customers prefer a refund they should contact the water company directly. However, this might not always be possible if the customer has a bill due or if Thames Water does not have an up-to-date metre reading for that customer.

Northumbrian Water advise customers to keep credit on their accounts throughout the year however should the bill payer prefer a refund they should contact the water company. If the refund cannot be processed by bank transfer or by card Northumbrian Water will send a cheque in the post.

hildasmuriel

Thanks - that's interesting.

Did get through to them after a bit of a wait (awful hold music!) and they said they will refund. And now I wait