I have suffered from depression since October 2020, when my daughter was taken from me when her Mum moved out as she was now in a new relationship. Since then I encountered difficulties with costs, my ex not paying her share of mortgage for 7 1/2 months, the Child Maintenance Service taking more monies than they were entitled from my salary and refusing to pay back, Chelmsford County Court holding hearing and making decisions in my absence when they did not have jurisdiction, my Mum being diagnosed with cancer in August 2021, her health rapidly deteriorating in October, and sadly passing away in November, with her funeral in December 2021.I got myself confused with water payments, and in December received a court order relating to payment outstanding to NS Water. I responded immediately, apologised and proposed a repayment plan.I was contacted on 7/1/22 and agreed to pay full balance on 20/1/22, which I did.The lady I spoke to, Carol, was very nice and empathetic, given my circumstances, and said she would speak to her manager about removing the default. I never heard back, despite her taking my email address.I made a further payment on 20/6/22, and moved out of my property on 4/7/22, ahead of sale on 18/7/22.Having not heard anything about default notice, I contacted NS Water, as my ability to get a mortgage or indeed rent has been impacted by this default notice.Today, some 7 1/2 months later I received a reply from Claire in their customer care team. She claims to have listened to the call on 7/1/22, yet refers to non-existent conversations last year. She also claims I only agreed to pay the outstanding monies if they removed solicitor fee. This is an absolute lie - Carol offered to waive it, I said that was not necessary as fault was mine.Claire then said they won't remove it as they had followed the correct process and it wouldnt be fair on other customers in similar situations. The following of their process for registering the default was never in dispute - Carol offered to talk to her manager due to my personal circumstances.If my personal circumstances don't warrant consideration, say so, don't lie about it. More importantly, don't offer to speak to your manager about removing it when you don't take personal circumstances into consideration.To cap off Claire's very insensitive response, she advised they owe me £200 and wanted my address so they can send me a cheque. Firstly, I don't have a fixed abode, and secondly, I didn't pay them via cheque, so I don't want a cheque in response. They've had my monies for 2 months - transfer it back to me immediately.Finally, I don't think for a minute other people's situations are better than mine, and I have no doubt many are far worse. My message to NS Water is don't pretend you care, then when you get your money, stick two fingers up to your customers. I wouldn't wish my personal experience on anyone, but more importantly, I wouldn't want you being treated by NS Water in the same way.
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Essex and Suffolk Water is a water supply company in the United Kingdom
