AT MY WITS END WITH THAMES WATER

[AlertEagle]

Years ago my neighbour set up an account with Thames water with my flat number. Thames water said not to worry because it was set up in error. This year I started receiving a lot of letter for Thames water to set up the account because their system shows it is in use but no payment’s been made.

In their second to last letter they informed me that my water will be shut off. I spoke to customer service and they said to ignore the letter because they found my details and they saw I’m paying and it’s all good. They said they will put a note on the second account to show it is set up in error.

All good and 4 weeks later I receive another letter from them informing me that they will speak with a credit letting agency to get my details to pay for this account and it will affect my credit score I worked so hard to build up to GOOD.

I’m so fed up right now, I feel like crying with anger. I’m meant to be going away tomorrow on a holiday and just can’t relax. What else can I do I feel like screaming.

Sorry for the typos

Raise a formal complaint and if that does not help, take it to the ombudsman’s.

Would writing the complaint and sending in to customer service work? They have sent me the pre paid envelope wonder if I can use that one.

Go on to the ombudsman page. They tell you how to complain and what you have to tried before they will take on your case. When you contact the water company, explain that you are following the ombudsman's procedure and that it will be escalated to them if you don't get a solution. I would do this by email for speed and always ensure that if they say they have resolved it (whether they have or they haven't) you have this in writing by email or letter.

Most companies record calls so if at any point they deny that they said it was sorted, request a transcript of the conversation. To do that, you'll ideally need the date and time of the call. Presuming you have an itemised bill, you should be able to look it up.

Keep a diary of every single email/letter/call. The ombudsman might ask for this if it gets that far.

I agree with ombudsman

As said previously, make a complaint in writing and state that if it is not resolved, you will be taking it to the ombudsman. They'll have info on their page on what to include in your letter to Thames water

Just to update: the issue was resolved today, they have closed the duplicate account FINALLY and I hope I never hear from the again.

@AlertEagle Perhaps you were as rude to Thames Water as you were to people who tried to help you on here so they didn't rush to sort it for you? Is 'thank you' in your vocabulary?