My experience with Castle Water has been extremely stressful and disappointing.
For a long time I paid my bills on time through direct debit without any issues. Unfortunately, my business suddenly became slow and my bank failed to make the payments for three months. Instead of trying to help resolve the situation, Castle Water quickly sent a debt collector who threatened to disconnect my water meter.
I explained my situation and told them that I had previously suffered a heart attack and was under a lot of stress. I offered to pay £500 immediately and continue paying the rest through direct debit, but they refused and insisted that I pay £700 before they would agree to any payment arrangement.
I tried very hard to arrange the money but couldn’t manage it straight away. Then, only a week later, the balance suddenly increased to £1,955. I contacted them again and asked them to take an accurate meter reading because I knew I had used much less water than they were charging me for. According to my own meter reading, the bill should have been around £400 less. However, they refused to correct the bill based on the actual meter reading.
They told me the only option was to pay half of the balance immediately, which was £978. Under pressure and worried about the water being disconnected, I paid this amount. Only after that did they allow my direct debit to continue.
Throughout the entire process I felt that Castle Water showed no understanding or compassion for my situation. I repeatedly explained my financial difficulty and my health condition, but they did not seem willing to listen or work with me fairly. I also strongly believe the bill was inaccurate, yet they refused to adjust it according to the real meter reading.
Overall, this experience has left me feeling that Castle Water treats customers very harshly when they face temporary financial difficulties. Instead of helping to find a reasonable solution, they applied pressure, increased the bill, and refused to correct what appears to be an inaccurate charge. It has been a very upsetting experience.
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