Affinity Water
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Terrible experience!
Their customer service is really bad. I called 16th of January, 2025 and informed them of the error on the bill. For 124 days, we were charged the amount of almost (one) 1 year water usage (compared to the bill from my previous property where we live). We realised that the opening meter reading was actually wrong. So we needed the bill to be rectified. The agent I spoke to gave me 1 email address to send an evidence of our starting reading on the new property. I sent an email with an image attached and also copied the complaints email on the website- CustomerRelations. I have also copied another personal email for receipt. I received an email on 24th of January from MyBillCentral stating that the image was not attached. I checked my sent items thinking it was my fault but I can see clearly on my sent items that the image was attached and even my personal email that I have copied in received the attachment. I replied and re-attached the image nonetheless on the same day- 24th of January just so to ensure that the bill error will be resolved as soon as possible. I called again today, 29th of January, to follow this up but I was told, it would take 5 working days for the reply. However, it would reach the date that the amount will be deducted from the bank. I don’t want to pay an amount higher than what we are supposed to because Refund Process is also SLOW. Whoever forwarded the email from the Customer Relations mailbox/department to the Billing Mailbox/ Department clearly forgot to include my attachment. So why do I need to wait longer for my issue to be resolved when I emailed first on the 16th of January with the needed evidence, but somehow Affinity Water has messed up with the attachment I sent? Anyway, hope canceling the direct debit at this time stops the process of deducting such a considerable amount of money from our bank. I hope Affinity Water can improve their system. I was with Thames Water before and dealing with them was easier and they were prompt with answering complaints . 6/2/25 Edit: So after going back and forth with customer service, on 4/2/2 I received an email saying that the error was corrected and the opening reading was changed (Yey!). Affinity water will then issue a new bill. Today 6/2/25, I received another email saying an new bill has been issued and when I checked it, we were ask to pay the same amount as the first bill and affinity water will just place the excess payment as advance payment?! Why do I need to pay an advance payment of £127? Why do I need to pay for water that I am yet to use? I understand probably a month excess. But £127 advance payment for a 2-bed property? When that’s almost equivalent to a 3-month water usage. I wonder why your system can’t just discard the old bill and issue a new one with the correct opening and end meter read?