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To think this water company owes its customers an apology and explanation?

(10 Posts)
BleurghUna Wed 05-Oct-11 17:47:48

Got a letter from our water company saying they are raising our direct debit payments by £7 per month. The letter said:
"The change to your payments has been calculated using your previous consumption to ensure that your monthly payments are sufficient to cover the amount of water you are expected to use until June 2012. "
Our last bill (in April 2011) showed a small credit.
I phoned the water company to find out why - turned out it was nothing to do with our water consumption but because they (the water company) made a mistake in calculating the charges. So we were, in fact, in a debit situation.
Seeing as it was their mistake I asked them to reduce the increase so we could pay off the debit gradually - we hadn't budgeted for a £7 per month increase in our bills. They agreed to £3 increase.
I fully understand that we have to pay for whatever water we have used - that isn't in dispute.
But I thought it was dishonest of them to keep quiet about their mistake and pretend they were raising bills due increased water consumption. The meter was read in April, it wasn't an estimated bill.
I asked for an explanation and apology to be sent.
AIBU to think that if mistakes do occur, customers should be told so at the time so they can budget for any increases in their bills?

JaneFonda Wed 05-Oct-11 17:53:52

YANBU - my gas company does this as well, I have no idea how they get away with it but I absolutely hate it. sad

It ought to be if they made a mistake, then they deal with it, not the customer who has to be inconvenienced by their incompetence.

Send a very angry letter indeed, and keep ringing - they may accept their mistake after all.

VivaLeBeaver Wed 05-Oct-11 17:55:53

My mum's had this so wonder if its the same water company (anglian).

Her bill has gone from £7 a month to £12 a month even though she was in credit on her last bill. Which is a big percentage rise. She says she can't get through on the phone but has written a letter asking them why.

BleurghUna Wed 05-Oct-11 18:00:39

Thanks both of you! Beaver - your mum should definitely persevere. It is their mistake. Anglian customer here too! angry

BleurghUna Wed 05-Oct-11 18:08:13

If we had a choice of water company they wouldn't treat us like this. It's the lack of transparency that gets me, I would respect them more if they owned up to their mistake.

CardyMow Wed 05-Oct-11 18:30:36

Ooooh - I'm with Anglian Water and my DD has been raised from £24 a month to £27 a month - but I'm not using any extra water?! So basically, all the guff they spouted at me on the phone about how I was using more water (which I'm NOT) was total guff, and in reality they have made a mistake with their unit prices or some such guffery, and I'm paying the price?

angry. Why the fuck did they blatently LIE to me on the telephone then??!!

Oakmaiden Wed 05-Oct-11 18:33:19

OMG!!! My water bill is £56 a month - and isn't linked to consumption at all - it is just a standard charge! How can water in one part of the country be so much more expensive than in other parts???

VivaLeBeaver Wed 05-Oct-11 18:40:29

I pay £48 a month with Anglian Water as we're on ratable value rather than a meter. I think it is more expensive if you're not metered generally. We have a massive garden though and DH likes leaving the sprinkler on teh lawn so I daren't risk changing. But they do reckon we'd pay half of current bill if we went on a meter.

BleurghUna Wed 05-Oct-11 19:02:32

That's about right, Witchyhat. I came on here half expecting to be flamed - Glad I'm not the only one who thinks they are liars.

Mandy2003 Wed 05-Oct-11 19:09:23

£28 per month with Veolia! That's non-metered. I'm sure glad I don't have a meter now - have to waste so much water before it runs hot from combi boiler.

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