Thames Water meter readings and bills issue

Boohoo

What are your actual meter reading usage for the disputed times?

If you have a yearly usage you can then work out what that year costs.

I don't think TW are going to give you back £3000 on your demands.

Do you know how much have you paid TW over the years?

MattMattMattUK

Exactly the last two posts, they will want to verify before paying out that kind of refund. They will want to check the reading is correct, possibly also that the meter is correctly recording usage.

Every two weeks is too frequent to bill, I think it is something like they will not generate a bill from a customer submitted reading if it is 27 days or less since the last one, so you may also be jamming that part of the system up. Check the reading yourself, but you can calculate your usage against what you have paid in, it should be fairly easy to figure out if the potential credit is real or not.

Wonderingwoman63

https://forums.moneysavingexpert.com/discussion/comment/81994869#Comment_81994869

As a means of procrastination….

Wonderingwoman63

TW's meter reading agent took the last reading but interestingly said I should submit it if I had an online account. I may phone them to book an appointment for them read it because previously they have estimated saying they couldn't find the meter.

We have been paying between £125 and £180 pm for about the last three years. Household of 2 adults, white goods always on eco, not used the bath for two years, often shower at the gym, water the garden from water butt and always use watering cans…

I will not let them rest!

MattMattMattUK

It is not about procrastination , it is not about "not letting them rest", they are a large, somewhat bureaucratic organisation, they need to verify the meter read before sending someone a four digit chunk of money.

You could have already worked out any potential refund yourself from the meter readings, which would tell you if any refund was due, but you appear to be refusing to do that.

It could easily take weeks or even months for them to send a reader, they tend to work area by area, not going to specific addresses on demand all over the country. You need to raise a complaint with facts, which should include your own evidenced calculations including a picture of the meter reading. You then need to stop wasting your own time and being irrational, let the process happen, accept it will take some time, phoning and emailing them multiple times a week will not expedite the process and will only waste your own time, the junior level people in customer services will not be able to dispatch a meter reader to your address and they will not be able to put you through to someone who can. You need to follow the process.

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/81996596#Comment_81996596

I think you have given the OP all the advice needed to sort this out and for them to be proactive.

Well done.