For four long years, Anna and Andrew Pearce have found themselves trapped in a nightmare with water companies that incorrectly billed them a staggering 12,000 for a leak that did not exist. The stress of being pursued by debt collectors added to their emotional and financial strain during this period, prompting Anna to describe their experience as torture. Even after discovering the error, they faced relentless harassment from Southern Water, leading them to file a complaint in hopes of a resolution.
Anna revealed that after moving into their new home in Cowden, Kent, they were shocked to receive a 7,000 bill from Southern Water and a 5,000 charge from SES Water. Despite hiring engineers to investigate the alleged leak, no issues were ever found until local contractors identified that the billing stemmed from a nearby water plant's meter erroneously linked to their property. This revelation marked the beginning of their tumultuous ordeal with the water companies.
Southern Water initially failed to resolve the issue promptly, leading to significant distress for the Pearce family. Anna described the relentless pursuit for payment as terrifying, impacting their mental well-being. It was only after they raised a formal complaint in May 2021 that SW began to address the issue seriously. By waiving the unnecessary charges, SW eventually acknowledged the undue stress they caused, yet it wasn't until July 2022 that the couple felt free from the nightmare.
Despite SES Water swiftly writing off their 5,000 charge after realizing the billing error, Southern Water's actions highlighted a lack of accountability that prolonged the Pearce's struggle. They were notified of potential court action for the 7,644.90 bill, further threatening their peace of mind. Anna's perseverance through complaint channels outlined the necessity for consumers to stand up against unjust practices and the power of formal complaints in achieving resolutions.
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