Nmh

Oct 17, 2023

Affinity Water sent bill for over £600…

Affinity Water sent bill for over £600 from March - September - for 2 of us! It would have been physically impossible for us to use that amount of water unless we were sitting by a tap all day; enough to fill 19 baths a day apparently! The first customer advisor was really helpful and recognised that there must be an issue with the bill. However we first had to get a plumber out to ensure there was no leak which our landlord had to pay (and won't be refunded for even though it has since transpired to have been a billing issue!). I called back to let them know that there is definitely no leak and was informed our bill would be revised but I would need to submit another meter reading the following week (again, the advisor was very understanding that this bill was absolutely absurd). So I did that and called back. On the third call, I was met with a patronising tone of voice and advised it MUST be our water usage and that he would signpost us to a service to understand how to reduce our water usage (reaching new levels of patronising at this stage) and we would in fact have to pay the bill! I informed him that the first and second lady I spoke with had actually recognised that it must be a mistake with the bill and I was advised it would absolutely be revised once we sent another meter reading, which I did. He then proceeded to tell me incorrect information regarding past meter readings, with a tone of voice as if I had no idea what was going on. I told him I was not happy with how he was speaking with me, that the information he was giving me about my account was incorrect and that he was not following the process I was informed would be followed - instead he was absolutely sure of himself that he was right and a customer who has been with Affinity Water for 6 years with an average bill of 100-180 every 6 months could somehow suddenly start using enough water for a small village. So after much back and forth, we were then sent another bill for....even more than the first bill! I left it for a few days without contacting them ...and suddenly we get another revised bill for 104.99! A vast difference! Anyway, basically - if you get an outrageous bill from Affinity Water and you know in your heart and soul that there is no possible way that you have used that amount of water: make sure you stand your ground and know your facts. Some of the advisors are exceptional and others are far from it. But it does make me wonder how many people get bullied into paying it.