Gabriela

Apr 11, 2024

This company is a joke - good luck to everyone having to deal with their non existent customer service

This company is a joke. I cannot get my head around the fact that they are in business. Reading other reviews going back 4 years people are still experiencing the exact same issues. Is there a point writing this review? Probably not! People wrote the same things 4 years ago and I am experiencing the same 4 years later so will anything change or improve! Of course not! This review will be ignored equally as other’s was 4 years ago! They pay people “ to assist customers “ who don’t do anything but lie to you, make false claims, they say they did what you asked, corrected their own error, etc and when you call next they claim there is nothing on your account. So your 5 calls spending 30min to 1 hr on the call with them was COMPLETELY POINTLESS. The next time you call your name won’t even be on the account so they REFUSE TO SPEAK TO YOU, but!!!! They are very happy to have your email address on the account (which is your name) or your phone number that you called from and they can see or your bank details and name on bank account is also yours but you are not the account holder! They said send an email from the email address, and when I did 10 days later I got a response that they can’t reply to me because I am not the account holder - the email address that is registered on my account! How else can I describe this other than a JOKE??? This company is a joke! There is also a concern around overcharging- I was issued 4 bills as my closing bill at my previous property. They ignored my final readings and they instead estimated. Then after 5 calls I managed someone to press Save after amending details on my account and got a new bill ( with my final readings which was less than the estimated - charging me even more!). - the concern is real! I called and someone told me if I don’t pay the bill ( incorrect with estimated readings) my credit rating will be affected. Instead of offering correction and sorting their error ignoring my final submitted readings I was threatened! I have never been asked by any company to PAY AN INCORRECT BILL OR ELSE MY CREDIT RATING WILL SUFFER!!!!!!!!!!!!! ( and this person even lied about his name because he knew I will make a complaint). Unfortunately we don’t have an option to just dump this awful company and get water from elsewhere and this is why things are happening this way and nothing will ever improve. I made a final call today and spoke to an English girl who finally sorted everything. I cannot believe how you can speak to several people ( all were male and with Indian accent) who didn’t do anything, made up things, refused to send someone to take my opening readings to start with as my meter is under the main road and I cannot access it. How on earth can this feel like that every 3rd of 4th call is answered by a real customer service agent and the rest are just scammers?? I think calls should be monitored and those who are there to pass time without doing any work should be fired. Took me 3 weeks of back and forth calls to sort my old and new account just to complete a move out and move in request that should have been able to completer on the website without having to call at all if any of my submitted details weren’t completely disregarded.