Irish water won't supply my details so I can claim the water conservation grant

ba_barabus

Hi,

I'm receiving very poor help from Irish Water. 

I registered last November (like a fool it seems) and paid my bill in May. I moved out of my house in May. Before I left I emailed and asked if I would be entitled to claim the Water Conservation Grant if I didn't have a new property by the end of June. I was informed IN WRITING that as I had registered and paid my bill that yes I would be entitled to the water grant. 

Thinking it was unusual I hadn't received my letter by today I rang Irish Water who told me in no uncertain terms I was not entitled to the grant as I didn't have a property on the 30th of June. When I pointed out I had it in writing from them that I was and that it was due to their advice I didn't have a property registered in my name on the 30th of June I was told that it was my fault for following their advice. 

Despite me supplying a contact number the Team Leader repeatedly referred to my email as an alleged email, despite she being able to access it and point blank refused to give me a time line in sorting the issue. The grant application deadline is the 8th of October. I also had a billing issue with Irish Water which took 5 weeks to sort so you can understand my urgency to sort this one. 

As it stands the Grant cannot be processed without Irish water releasing my account details, which they have refused to do, and Irish Water have blamed me despite me following their written advice. 

I want this issue handled quickly given every other issue I've had with Irish Water has been a hassle. The "blame the customer" attitude I received this morning was shabby at best and shocking from a new company. 

ba_barabus

Attempted to call and rectify this issue this evening is proving fruitless as Irish Water "have scheduled maintenance" during customer contact hours. 

Most companies would schedule it for outside business hours.................

Anyway as it is I'm still going to be out of pocket €100 for following the advice provided in writing from Irish Water which seems very wrong according to the Consumer Association of Ireland and the Commission for Energy Regulation.

Irish Water: Mairead

Hi ba_barabus,

Thank you for contacting us.

We are very sorry to hear you had this experience and we can certainly investigate this matter for you.

Could please provide the following details by private message?

- Name;
- Address and
- Contact Number.

If you PM these details, a member of our team will be happy to assist you further.

Kind regards,
Mairead

ba_barabus

Irish Water: Mairead wrote: »

Hi ba_barabus,

Thank you for contacting us.

We are very sorry to hear you had this experience and we can certainly investigate this matter for you.

Could please provide the following details by private message?

- Name;
- Address and
- Contact Number.

If you PM these details, a member of our team will be happy to assist you further.

Kind regards,
Mairead

Sent. 

I'm currently sitting by the phone awaiting your call. 

Irish Water: Mairead

Hi ba_barabus,

Thank you. A member of our team will respond to your query in due course.

Kind regards,
Mairead

ba_barabus

Irish Water: Mairead wrote: »

Hi ba_barabus,

Thank you. A member of our team will respond to your query in due course.

Kind regards,
Mairead

Tonight, tomorrow, 10am, 2pm, 6pm?

I can't stay by the phone all the time 

Irish Water: Niall

Hi ba_barabus,

ba_barabus wrote: »

Tonight, tomorrow, 10am, 2pm, 6pm?

I can't stay by the phone all the time

A member of our team has responded to your query via PM.

Kind regards,
Niall

ba_barabus

Thanks very much to the people at Irish Water who have solved this issue. 

Common sense has prevailed and the issue is now closed. 

Irish Water: Niall

Hi ba_barabus,

ba_barabus wrote: »

Thanks very much to the people at Irish Water who have solved this issue.

Common sense has prevailed and the issue is now closed.

Thank you very much for providing such positive feedback.

Please don't hesitate to contact us should you have any other queries.

Kind regard,
Niall