My experience with Water Plus continues, which has been nothing short of exhausting, stressful, and deeply disappointing.After 18 months of repeated phone calls regarding an unexplained water bill totalling £3,900, I was finally informed today that a burst pipe allowance has been approved by United Utilities not Water Plus. This only happened after I personally chased the issue relentlessly.To put this into perspective, I have calculated that I have spent approximately 24.7 hours on the phone trying to resolve this matter.Despite this, Water Plus attempted to present this outcome as if it were their own resolution, and then informed me they had “waived” my late payment fees of £12–£15 — while I was being pursued for £3900+ and threatened with debt collection and disconnection of my water supply during an unresolved dispute.What shocked me most was the attitude during today’s call. I was asked, “So what is it you’re after another credit?”Let me be absolutely clear:1. The credit did not come from Water Plus it came from United Utilities.2. I am not looking for “another credit.” I expect basic professionalism, accountability, and fair treatment.Over this 18-month period, I have:• Been threatened with debt collectors• Had disconnection visits arranged• Been repeatedly chased for payment while the issue was unresolved they wouldn’t accept a DD setting up less than £350 per month• Been forced to act as my own case manager just to get a legitimate allowance applied and they won’t accept my phone bill to be paid by them. The lack of ownership, communication, and customer care throughout this process has been unacceptable.This has not been a service it has been a battle.I would strongly advise anyone considering Water Plus to be prepared for long delays, poor communication, and an alarming lack of accountability when problems arise.
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