Charged twice by water company

The issue

Mr W was acting as a power of attorney for his friend who was having issues with debt owed to his water company. He had discovered the company had been continuing to take money directly from his friend’s benefits, despite a direct debit plan being set up, meaning his friend had been paying twice.

What we found

Mr W’s friend had agreed to the company setting up a direct debit on the understanding that access to all his benefits ceased. But payments were taken from both the direct debit and his benefits for a year.

Putting it right

The company admitted to us it had mistakenly taken more payments than it should have done. The company apologised and agreed to refund the additional direct debit payments, totalling more than £120. We also managed to secure a goodwill gesture of £25 as an acknowledgement of its poor customer service.

Categories: Complaint successes