***Update 17th March: I eventually got an email from CB a week ago, following my negative review (funny that). I replied to this the same day, but have had no reply (surprise surprise), so have just had to chase it up again - so here I am leaving another negative comment, as this is clearly the only way to get contacted. The message I received on the 10th basically said they can see the bill was much too high, but it is correct, so tough luck. Not acceptable. The message also claimed that I was emailed about my complaint on the 13th January, and the complaint was then closed due to my non-reply. I explained I never received this email, and in any case I had written to them on 5th February to say nobody had been in contact, so my complaint was clearly NOT closed. This weekend, I happened to log into my elderly father's old email address (he used to work for the business but has long since retired). Here I found numerous emails from CB over the past four months, including unprotected attachments of debt collection letters showing my identifiable personal data (and of course the missing email from the 13th January). They obviously had this old address on file from some point, but it has not been used for many years. They have my correct email address on record - having been provided it on a number of occasions and messaged me on it last week - and it is also the email address linked to my online account. But just decided to use a random old one instead. So they can now add a breach of GDPR regulations to their abysmal customer service record. Excellent! Just when I thought this situation couldn't get any more ridiculous. I'm starting to feel like I'm on a reality TV show. I'd give this episode zero stars, to be honest***

I made a formal complaint about billing errors on my water account in November. It is now March. In the past four months, I have sent numerous emails, made several phone calls and sent two recorded delivery letters (last one one 5th February). I have delivery confirmations for every email, recordings of the phone calls I made, and proof of delivery for both letters. 

Despite this, I have received absolutely no acknowledgement of my complaint. I am being completely ignored.

I am still being overcharged each month, and they are adding interest and charges to my account due to the 'overdue' balance (which doesn't exist - they tried to charge me for five years' worth of water in three months!). I am receiving regular phone messages from their debt collectors, but nobody can be bothered to reply to my complaint. I haven't even had a standard complaint response letter, never mind any resolution.

What exactly do I need to do to get a response???

Date of experience: March 08, 2021