To hate Thames Water with a passion

[FantaIsFine]

I'm in a towering rage because of a number of things and just venting. Interested to hear who agrees/what others might share:

• Incredibly hard to reach someone to actually speak to
• Very lucky to reach anyone who is intelligible when able to get through
• Very lucky to reach someone knowledgeable when able to get through
• Constant inconsistency between what different team members say - not just inconsistent between different people, but one person in the same call

Lack of basic security policies

The last one was actually quite astonishing yesterday and demonstrates lack of consistency also. Call 1 cut, he called me back. "We need to go through security, please tell me your account details". Me "Er, I don't think so, you called me and I'm not giving secure information to someone calling me". Him "in that case, I can't help you, it's policy". Call 2 when I called back having refused to supply my confidential information to the previous incoming call "if I lose you, I'll call you back". Me "sure, but your previous rep insisted on wanting to take me through security when he did, which I refused to do". Her "I'm calling you, there will be no need for that as I already know your information"
I was in the bank when I took that first call back with the security request. [Hasten to add, NOT taking a call in the middle of being served in the bank.] When I told the bank staff about it though they were gobsmacked.

There are too many other examples to list.

It's particularly galling because of the fact that I'm unable to vote with my feet and take my business to a competitor!!!

All utility companies are a nightmare.

I’m with Scottish Power and they keep ringing me to get me to install a meter, but as with your example they then want me to confirm all sorts of personal details over the phone.

It’s ‘how to avoid a scam’ 101 so no idea why they are still doing this.

In fact, I’d say they have a responsibility to stop doing it, as it’s confusing for those who may fall for a scam to have legitimate providers calling them and asking them to give personal information - when the banks are constantly telling you they would never ever do this and it’s a sign of a scam.

Try contacting them via WhatsApp. There should be a link on their website. I recently had an emergency and was very impressed at the response and service which was excellent...which I wasn't expecting at all!

I had a long running problem with Thames Water. After many frustrating and useless phone calls l put a complaint in online. This worked much better and it was resolved satisfactorily.

I've nothing but praise for them. When my sibling died unexpectedly a few years back, out of all the utility companies, TW was the most sympathetic and helpful. From the day I called them to the day we eventually sold the house (12 months later?), we weren't charged a penny for water or sewerage. OK, nobody was living there, but most days I was cleaning the house, watering the garden, flushing the loo. The complete opposite to SSE who wouldn't engage with me or let me pay the bills as I didn't know sibling's password! Perhaps dealing with any utility company can be a nightmare?

All utilities, not just Thames Water. They all have a licence to rinse their captive markets to the nth degree. An absolute disgrace and a national shame.

Utility Warehouse I use for absolutely everything else and they've always been great! Plus I get a ton off my bills by spending a fortune on evil habits using my cashback card in Sainsburys ;-)

I went without water for 6 days with Thames water. They repaired a main but stones etc got into the pipe. That took two days with the whole road out. Then days of arguing just I had no water, a tiny trickle. Called over and over.
We realised there was grit and stones in the taps. Some was not removable due to the pressure it was forced in under.
I finally, after so many calls, got ‘Compensated’ for the week without water- with cheaper versions of my taps that weren’t repairable.
so I’m not a fan.
That and the constant hassle to get a water meter, which they don’t need access to the house to do. Everytime someone arrived the job is deemed impossible due to the way the houses are set up. And they then call me as if I’m obstructing…

When my DH died, Thames Water were the most helpful and efficient out of all the utilities. They answered the phone after a couple of minutes, and then talked me through changing the name, details etc on the account, and actioned it swiftly.👍

Unlike British Gas and EDF.🤬

Not Thames Water here, but Yorkshire Water. Very similar problems, and a recent rise in prices probably to pay the very large fines they have accrued for not informing the appropriate authorities of their frequent sewage leaks.

It would be quicker OP to ask who does NOT hate Thames Water with a passion.