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Complaint
entered by
gary@evans3996.fesnet.co.uk |
Complaint Date 21/02/2004 |
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Last update 17/10/2007 | |
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Complaint
entered by
gary@evans3996.fesnet.co.uk |
Complaint Date 21/02/2004 |
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I started
getting bills from welsh water before Christmas to this address but
with a different name on so I sent them back and rung to inform them
that there was an error. I wasn't worried myself as I had a direct
debit set up for my bills and was aware that the correct amount was
coming out of my account at the right time. Then I had a letter
addressed to myself saying that I was in credit on my account and
that I needed to get in touch to organise a refund, this confused me
as my D/D was the correct amount and anyway I rang Welsh Water and
was told that the money was mine as I had moved out of this property
and my D/D were still being paid.
So I
informed her there was an error I had not informed them that I had
moved out and I had no intention of moving out what so ever, she
apologised to me for the mix-up ,promised to put everything right
and assured me all was fine. Then a few weeks later I had a bill
from Welsh Water not in my name but as I thought that all was sorted
I opened it, it was a red letter saying that a payment of 123.31 was
needed and failure to pay would end us in court with extra charges
so I rang w/w again and was extremely worried by now. I spoke to a
horrible lady called Eve who informed me that there was no D/D
payments being made and that I should have my facts right before
ringing her up. I then told her that I had every bank statement in
front of me and it clearly states that on the 8th of each
month my correct amount for my D/D had been taken out. She
told me I was mistaken that no payments had been made, I had to get
off the phone, by now I felt so very sick and upset, I hung up and
rang the complaints department a young lad answered and after giving
him my a/c number he got the supervisor who tried her best to help
as I was very distressed. She had a good look and informed me
that unfortunately there was two accounts for this property and she
was so sorry that I didn't owe a penny and that I would receive a
letter saying so.
Later
in the week I received another bill this time for 399.91 my nerves
couldn't take it so rang the supervisor again and she assured me
that it was an error and that I was to throw it away. She again
assured me that I owe nothing.
Guess what I
had another bill today saying that owe 399.91 this time it is
in my a/c and the right name it and clearly states new charges as as
you have moved into the property from 16/11/03 to 31/03/04- £123.31.
I have rung up yet again to-day only to be told that the amount is
definitely due, the supervisor Gill Evans is not there today and I
have to wait to speak to her on Monday. I am missing time at
college now on Monday this will be my third day to miss and I feel
so sick please help me as I can't cope, and I am going nowhere with
Welsh Water. I have the dates times and the names of everyone
I spoke to so far, I feel that I will struggle to pass my exams now
and I blame that on fact that I can't concentrate and I feel
physically sick. Please, if you can't help can you let me know of
someone who can. Many Thanks Val Evans |
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We contacted Welsh Water on Mrs. Evans behalf
expressing our concern that they have made no effort to-date to sort out
this mix-up and we requested them to stop harassing Mrs.Evans over her
utility bill. We asked them to suspend their actions immediately and to
notify Mrs. Evans and tell her that no payments are due from her until
their investigation is completed.
Welsh Water have replied fairly promptly and
have told us that they have now written to Mrs Evans. They have
apologised for their staff's attitude and they have now cancelled all
outstanding amounts and re-scheduled the Direct Debits to take into
account the correct amounts due from Mrs. Evans
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We also
just received the following e-mail from Mrs. Evans:
Everything has now been sorted
out by Welsh Water and they have sent us a letter of apology.
Hopefully that is the end of the nightmare.
I can
now proceed with my life without fearing the post man, thanks
again for your help, keep up the good work.
Val Evans
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Complaint Status: closed
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