Missed payment Castle Water

Grintooth

I run a small retail shop and have done since 2007 . Castle water are my water provider and I pay my bill on receipt of an email. In October 2024 my bill was £15:32 however for reasons I yet can’t work out all emails from Castle water were being directed to my junk mail. It was only when I received a physical letter in April 2025 with a disconnection notice I became aware of the debt. To my horror the debt had grown from the initial £15 charge to £798. This was 3X£99 late payment fees ( which according to Castle Water they are supposed to send a letter by post) and a charge of £428 for a debt collection agency to investigate. The rest of the £798 is made up of interest and estimated bills. 

I was told that they sent me emails but as they were being directed to my junk mail I of course had no idea they were being sent. As soon as I saw the disconnect notice I called and was effectively told pay up or get disconnected. My argument that why would i deliberately let a £15 bill go unpaid fell on deaf ears. I am currently in dispute with Castle Water and awaiting a response. The accumulation of fees amounts to a 5100% charge. 

HampshireH

Unfortunately your argument that why would you not pay a £15 bill is something that they probably hear s lot 

Whilst you would have paid it many don't. Sounds like you would benefit having a direct debit set up which would have avoided this situation.

You can resolve the estimated bills but by providing readings then have the bill recalculated 

The charges sound excessive. If you have evidence that they haven't followed their procedures put a formal complaint in (hopefully when you say dispute this is infact what you mean)

Ayr_Rage

Not checking your junk email is never an excuse, especially when, as a business, you were obviously missing bills you were expecting.

You really do not have a leg to stand on regarding the bills, all you can do is dispute the extra charges if they haven't followed the correct procedures for accounts in arrears.

Robin9

Other than the October 2024 bill have you paid  all the bills since. ?

Bit confused over Estimated bills -  do you read every month or are your meters remotely read ?