Widow ‘overjoyed’ with refund after water billing chaos corrected – The Crusader
As her water billing problems multiplied, a widow – who had always paid her way – sunk deeper into the mire engulfed in mystery direct debits, metering failures and threats over debts she knew she did not owe.
But the tide has now turned for Meera Sharma, 75, and the perfect storm that so nearly swept her away has been turned into a £2,000 refund.
Mistakes were made by all sides, with some separate problems coming to light more recently so overwhelmed by it all, she asked for Crusader’s help.
++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on [email protected]
READ MORE: Water bills set to rise by 40 percent next year – average bill to hit £680
Meera lives in Crawley, Sussex, where services and payments are split between Southern Water which provides the main supply and Thames Water which manages the wastewater element.
When her husband died Meera switched the accounts to her name and, to be doubly sure all was in order, called Thames.
However unbeknown to her, two separate direct debits with Thames had been running since 2016 with the couple paying for both.
One was the correct one, currently for £29.57, while another for £21 was linked to a different name.
When Meera checked about changing name details following her bereavement, in error Thames cancelled her correct debit, leaving the rogue one still going.
Don’t miss…
Woman slashes water bills by £88 each month after discovering leak[NEWS]
Martin Lewis warns ‘millions’ miss out on ‘lesser-known’ support to slash bills[WARNING]
Common thermostat energy-saving tip ‘will raise bills'[TIPS]
The next she knew was when she got a call warning her she was in arrears as her account had been cancelled and she needed to set up another one.
Alarmed and knowing she had statements to prove payments she refused.
“I was then told I would go on a debtor’s list, I was so worried I couldn’t sleep,” she recalls.
“But I couldn’t agree to a new direct debit when I was already paying with one already. Getting through and explaining to someone who understands at Thames has been impossible.”
That’s when she asked us to help, so we asked Thames to investigate and during the course of the inquiry much more surfaced.
Meera’s bank Lloyds was really helpful supporting her and supplying statement evidence.
Thames went through it all with a fine toothcomb identifying the overpayments. It says of the second account it has “no evidence this was set up incorrectly”.
Due to data protection it also says it was unable to name the person whose bill she had been paying.
However that seems to be a relative, who for reasons unknown did not spot or acknowledge they were not paying their wastewater bill. They have been asked to get in touch with Thames. Meanwhile Meera is due £1,116.
It also emerged separately that while Meera and her husband had a water meter installed by Southern in 2012, they continued to be billed by Thames at the unmetered or Rateable Value Tariff rate.
We use your sign-up to provide content in ways you’ve consented to and to improve our understanding of you. This may include adverts from us and 3rd parties based on our understanding. You can unsubscribe at any time. More info
Thames said it would needed to have been advised of a tariff change and be given readings every six months, adding: “We always aim to take a joint approach when working with neighbouring water companies.”
The two suppliers have now got together, working out the overpayments and Meera is being correctly metered. She will get £816 back.
All credits can be refunded into her bank account. Meera will be keeping an eagle eye on her bank statements in future. The resolutions have transformed life for her. “I’m overjoyed at this resolution, it was all so dreadfully complicated,” she says. “But I don’t know how without Crusader’s help I could ever have got it sorted out.”
[Meera’s name has been changed]
Source: Read Full Article