Thames Water referred me to debt collectors for an account that I never opened or authorised.
After months of complaints, they eventually admitted the account had been created incorrectly using third-party data and should never have existed. Despite this, the first contact I received about it was from a debt collection agency, not Thames Water.
They also admitted they had closed my legitimate account without notifying me, then later issued retrospective bills and repeatedly changed the balance they claimed I owed.
Although they eventually removed the incorrect account, they then transferred the remaining balance onto my active account, meaning I am still dealing with the consequences of their mistakes.
This complaint has been ongoing for over six months, involving constant chasing, contradictory explanations and extremely poor complaint handling.
One of the worst customer service experiences I have had with any company.
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