Affinity Water
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Don’t die as a customer!
I have revised this review up one star as after writing to them about my experience I did get a call from an audible customer services rep but even then I did have to press the issue for a review and a refund of payments made in error. Which was partial but satisfactory. The original misgivings were well placed based on the initial attitude. Most would give up with them and reviews here would not encourage you to pursue them. ______________________ Original Review: How bad could they deal with bereavement? I Notified them of a customer bereavement. Nice standard condolence email back but that’s where the caring stopped. They said we were due a small refund but wanted to send a cheque. I offered them the option to refund directly to my close relative’s account. They emailed back asking for my address which they have from the notification form I completed and it was at the bottom of my email. They said they do not charge for empty properties. When I pointed out the relative has been in a care home for 2 years and that means she has been paying all that time her home was empty they ignored my enquiry about a larger refund and again asked for my address to send a cheque. I rang to speak directly about this. It takes about 20 options to get to speak to someone. They mumbled so much I couldn’t hear them. I explained the whole situation and at the end they asked if I wanted their email address? I explained again and they put me on hold to talk to someone else. I listened to 5 or 6 Beatle tracks and no one came back. That’s how they deal with the bereaved. Shameful! How are they allowed to continue in this business with regulators?