Why was I harassed over a water bill that’s nothing to do with me?

Castle Water sent me bills at the wrong house number when I’m a Thames Water customer

Can you please stop Castle Water harassing me to pay bills for a next door property which is nothing to do with me. I live at number 26 and pay Thames Water. For some unexplained reason, Castle believes I live at 25, and keeps sending me bills there which my neighbour passes on. Despite me repeatedly telling the firm there is a mistake, debt collectors have insisted I owe £567 and threaten additional charges “in excess of £1,000”.

As instructed by Castle, I have sent proof that I am paying council tax at my actual address along with a bill from Thames Water showing I am paying my water bills to them, but it is not resolved. This has being going on since May. I feel threatened and also worry my credit rating is likely affected. BL, London

Castle Water, which only supplies business customers, says you were one of a small number of customers who were incorrectly classified as a “business user” when the water market in England was opened up in 2016.

This was not of Castle’s doing, however it has admitted that your account should have been suspended, and you certainly should not have been chased by debt collectors. Happily, it quickly got on the case and has rectified the problem. You have also been sent a bunch of flowers to apologise.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions

Contributor

Miles Brignall

The GuardianTramp

Related Content

Article image
‘Unpaid’ Thames Water bill is sending my credit rating down the drain
It claims I have been using enough water for 80 people … when I live in a two-bed flat

Rebecca Smithers

17, Dec, 2017 @7:00 AM

Article image
Why is my 96-year-old mother facing a £4,800 water bill?
South West Water has overcharged her since 2015 due to an unreported leak

Rebecca Smithers

20, Aug, 2018 @6:43 AM

Article image
Thames Water filed our home under ‘commercial’ premises
They did it without any explanation and now we’ve been paying two companies

Rebecca Smithers

28, Oct, 2019 @6:00 AM

Article image
Counting the cost of unknowingly sharing my neighbour’s Thames Water meter
For eight years we had been paying our own bill and that of the house two doors up

Rebecca Smithers

25, Feb, 2020 @7:00 AM

Article image
'Water firm took £1,500 from me – but won't give it back'
Castle Water blames Thames Water and has held up my money for more than six months

Miles Brignall

21, May, 2018 @12:26 PM

Article image
Do we have the right to say no to a water meter?
Thames Water is insisting we have one, but I’m not sure if they are compulsory

Miles Brignall

12, Sep, 2018 @6:00 AM

Is this Anglian bill water under the bridge?
Anglian Water is chasing me for a debt on a property I rented six years ago

Mark King

26, Aug, 2011 @10:01 PM

Article image
Thames Water meter left us with ever-rising bill

We were warned that we were using industrial quantities of water – but then Thames Water told us to do nothing about it, and hit us with a bill

Miles Brignall

17, Jun, 2013 @5:59 AM

Article image
Why did my Thames Water bill drain my bank account?
The meter they installed was charging us for the equivalent of seven households

Miles Brignall

06, May, 2018 @6:00 AM

Article image
I can’t get a crucial letter from the DWP to help my brother
To claim a discount from Yorkshire Water I need details of his benefits with his address on it

Zoe Wood

13, Sep, 2022 @6:00 AM