Review of Clear Business


Rated 1 out of 5 stars

Should be avoided at all costs

I would rate it zero if I could but the minimum is one star. I have a flat which was a self catering unit for a while. Therefore I had to have business water. Then, with the arrival of the pandemia I decided to revert its use to residential and I now have long term tenants and therefore the water service is included in the council tax. The change happened in July and since then I have been calling Clear Business and writing to them to close my account and get the final bill. It has been 5 months of being ignored and this is absolutely not acceptable. In the beginning I had patience as I thought that perhaps everything was slower due to the pandemia. They told me they had a problem with the system and couldn't close my account. I had to cancel the direct debit to stop being charged; and it was a customer service person who suggested this.
However, I need a final bill and the closure of my account. Moreover, I'm sure they owe me money as they were charging me a fixed amount every month and the property was totally empty from March to July.
I have sent many emails and had no reply; and also I have called them many times. They are always very nice on the phone but nothing is sorted and they don't give timelines for resolution even if I ask repeatedly. I have also raised a complaint but they have never replied to me in writing formally about the complaint. The last straw was yesterday when a person from clear business called me to gain access to the property to read the meter. I called them today again and I had to ask repeatedly that I wanted my complaint to progress and that I was going to escalate it with the regulator. I insisted that wanted a reply in writing and I was told that they would send me one in 24 hours. We will see, I have read somewhere online that the only way to get a response is to write a review.

Edit: I just saw the reply from Clear Business here in TrustPilot. This is the typical thing I have been told on the phone when I have called time after time in these 5 months, but nothing happens after and my account is not closed yet. The only positive thing would be to receive the final bill and the closure of the account and no more excuses, please

2º Edit: It's been 8 months already and unfortunately this still hasn't been sorted. There has been some progress in the sense that after contacting the regulator (and posting a review here) and the regulator contacting them; somebody in Clear Business started to deal with this problem and talk to me. That was positive but I'm still waiting for my refund, which I have been promised. I have been told that there was a problem with the transfer so I have given another account. This was 2 days ago, hopefully soon I will receive a reply. The system has been generating invoices for my account even though they are not serving the water since the beginning of July. I've not been sent a final bill which contains enough information to check if the refund being offered is correct and the wrongly generated invoices haven't been cancelled and there is no excuse for not doing these things. I will update when I receive the refund and this is sorted.

Date of experience: January 07, 2021

Reply from Clear Business

Good morning,

We are sorry to hear you have not enjoyed your experience with us. I can see from your account that you did call in and speak to one of our advisers yesterday and there in an email on its way to you. I have chased this up with the relevant department this morning and they have advised me they are still awaiting an update but are going to monitor your account throughout the day and someone will be in contact in due course.

Kind regards,

Lauren
Customer service