Lodged two complaints and still no response from Irish Water

coffeenut

I've been receiving two bills with different account numbers for the same property since May.  I rang in May and was told over the phone that it had been fixed and I should disregard the additional bill.  I was also told that there were thousands of customers where this had happened but that Irish Water weren't bothering to do anything about it because it would be too much work for them to do.

I asked for a letter explaining what had caused the additional bill and confirmation that i wasn't liable for the second bill.  I was told that you don't do letters to customers, I had to insist for 10 mins before you agreed to send something and spent nearly an hour on phone over all trying to get it sorted.

Two weeks later I got a generic letter saying apologies for any inconvenience with no explanation or anything.  I decided not to pursue further at the time as I was told on the phone it was fixed and assumed that what I'd been told was correct.

August came round and guess what - two bills again!  Sent an email that night, as I don't have the luxury of time to make a call while I'm at work and it took you nearly two weeks just to acknowledge the email and give me a complaint reference number (which you didn't give me for the first complaint).

It's five weeks now since i raised my complaint for the second time and I haven't had so much as a courtesy call or return email from anyone in your company other than the initial acknowledgement saying it was being passed to your customer complaints team.

Just over a week ago I got a reminder about the additional bill, and sent a follow up email quoting my complaint ref, threatening legal action and still nothing.

What on earth do i have to do in order to get someone in Irish Water to give me some answers?  I've never experienced such shockingly bad, stress inducing, customer service in my life.

And a customer is exactly what I am by the way - I'm paying the bill that I actually registered for, do I need to stop paying that one or go ahead with getting my solicitor on the case in order to get your attention?

Irish Water: Allanah

Hi coffeenut,

Thanks for contacting us.

Apologies for the inconvenience. We would be happy to look into this matter for you. Please send the following details via private message:

- Name;
- Address; and
- Contact number.

Thanks in advance.

Kind regards,
Allanah

coffeenut

Irish Water: Allanah wrote: »

Hi coffeenut,

Thanks for contacting us.

Apologies for the inconvenience. We would be happy to look into this matter for you. Please send the following details via private message:

- Name;
- Address; and
- Contact number.

Thanks in advance.

Kind regards,
Allanah

Thanks Allanah

Coincidentally, I got a response from Irish Water this afternoon regarding my complaint.  Though it didn't address the shortfalls in customer service - serious work to be done in that department, which I really hope is taken on board - it did address my original complaint regarding the additional WPRN, so hopefully that will be the end of it.

Thanks

Irish Water: Mairead

Hi coffeenut,

We are very sorry you had this experience and we sincerely apologise for the delay in receiving a response.

Thank you for your feedback. We have taken this on board and have passed this on to the relevant department.

If you have any queries in future, please let us know and we will be happy to help.

Kind regards,
Mairead