Thought I’d post about an issue that’s cropped up today. Hopefully it’s resolved, but watch this space.
About 6 months ago, I left a flat I was renting with some friends. I paid all the direct debits for our bills, so when I left, I had the arduous task of closing all accounts so that my housemates could set up new ones (or simply transfer existing to their name where allowed). Ensue many hours of being on hold to Southwark Council & Thames Water, but eventually it was all sorted…
Last week, I completed on a flat so have now registered a new direct debit with Thames Water for the property. Today in the post, I receive a letter with my account details, so I login and see that my previous accounts are listed as being ‘closed’.
Makes sense to me so far…
Except… when I click on the closed account (no real reason for me to do so) I see that I’ve been sent a “Final Notice” dated mid August, and that after 28 days (so, yesterday) debt collectors will be on my case and I’ll raise a payment default against me.
Obviously this causes panic!
I dial the number on the letter and it won’t let me speak to a human, so I call their main line, and after 30 minutes on hold I speak to someone who agrees that, yes I did pay the final bill in March and this is their mistake. They will issue a dispute on my behalf, and any mark on my file will go away.
I’ve asked for confirmation in writing, as I was told in March that everything was done & dusted so I don’t have great confidence.
This is obviously quite frustrating/upsetting - if this had happened a week earlier, this could’ve put my mortgage at risk… quite feasibly I could have Exchanged, but not been able to Complete if the bank saw a payment default on my record prior to the mortgage draw-down. Horrible thought.
Thames Water have been utterly incompetent whenever I’ve dealt with them (bar this final person, though it’s still not done & dusted). I’ve spent hours on hold, and whilst they’ve admitted their mistake, I still have no great faith in them resolving.
I’ve spoken to my old housemates who received a letter addressed to me from TW in July. It wasn’t marked ‘Urgent’ or ‘Important’ etc. so they didn’t pass it on… Not ideal behaviour but the culprits are TW here not my ex-housemates. Thames Water have not once called, or emailed me. Sending 1 letter, 4 months after they know I’ve moved out is simply not acceptable.
Will update once it’s resolved but wanted to vent!