Water Plus
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Outraged – Forced to Lie on Forms, Ignored Their Own Instructions, Disgraceful Service
I have never dealt with a company as disgraceful as Water Plus. Here are the facts of my ongoing complaint: 🔴 Account Number: 6002915088 🔴 Complaint Reference: WP-0015897925 ✅ Background: This issue has been ongoing for months. I originally called about a high bill after having a meter replaced and a leak fixed. On 25 February 2025, I spoke to Aadam Ahmed who clearly told me: “Customer called about a high bill. He had the meter replaced and a leak fixed. Outcome: I informed him that he will have to email xxx or use MyAccount to upload a meter reading every week for the next 4 weeks. We can then use that data to tell the wholesaler to adjust the end read for the previous meter.” This was recorded in their own internal notes under Activity Number: WP-0013786165. Here is a copy of the note released to me under my Subject Access Request: Account Number: 6002915088 Customer name: James Worrall Telephone: 07729661222 Email: xxx Query: Customer called about a high bill. He had the meter replaced and a leak fixed. Outcome: I informed him that he will have to email xxx or use MyAccount to upload a meter reading every week for the next 4 weeks. We can then use that data to tell the wholesaler to adjust the end read for the previous meter. Agent: Aadam Ahmed Date: 25/02/2025 They never once mentioned this call again. Instead, they forced me to fill out a form for United Utilities, despite me telling Faisal that I couldn’t provide accurate answers because it had been so long and I wasn’t originally told to fill in any form. He told me to “just fill it out anyway”, effectively instructing me to lie or guess information to progress my complaint. 🔴 They have repeatedly denied this phone call even existed, despite it being in their own system notes, which I obtained only via a Subject Access Request. ✅ I am absolutely outraged at how I have been treated. Water Plus have: • Ignored their own agent’s instructions • Forced me to guess and lie on forms • Withheld acknowledgment of the original phone call to avoid dealing with the issue properly • Caused me months of stress and wasted time I have now escalated this to Stage 3 and will be submitting a formal complaint to CCW and Ofwat for breach of contract and consumer rights. If you are a business considering using Water Plus, avoid them at all costs. Their customer service is incompetent, their processes are broken, and their treatment of customers is appalling.