Billed for cryptosporidium laced water?

keno-daytrader

Hello, we have been on boil water notice in Loughrea since Feb 1st. On my bill I'm being charged full price on the last bill ended 31/3/2016. 

Why do we have to pay for cryptosporidium laced water?

Irish Water: Mairead

Hi keno-daytrader,

Thank you for highlighting this to us.

Any household affected by a Boil Water Notice for more than 24 hours will receive a 100% discount on the water entering their property. Please accept our sincere apologies that this has not been applied and we will look into it immediately for you.

In order to rectify this, would you mind providing the following details by PM?

- Name;
- Address;
- Contact number; and
- Confirm that you are the account holder.

Alternatively, if you would prefer to call, you can contact us on 1890 448 448 and a member of our team will be happy to update this.

Kind regards,
Mairead

keno-daytrader

Irish Water: Mairead wrote: »

Hi keno-daytrader,

Thank you for highlighting this to us.

Any household affected by a Boil Water Notice for more than 24 hours will receive a 100% discount on the water entering their property. Please accept our sincere apologies that this has not been applied and we will look into it immediately for you.

In order to rectify this, would you mind providing the following details by PM?

- Name;
- Address;
- Contact number; and
- Confirm that you are the account holder.

Alternatively, if you would prefer to call, you can contact us on 1890 448 448 and a member of our team will be happy to update this.

Kind regards,
Mairead

Thanks for the reply, did this "oversight" get posted to all 8500+ Loughrea customers on the boil water notice?

keno-daytrader

Mairead??

keno-daytrader

Maybe Mairead is off for a few days? Can someone else from IW answer the question?

Irish Water: Mairead

Hi Keno-daytrader,

keno-daytrader wrote: »

Irish Water: Mairead wrote: »

Hi keno-daytrader,

Thank you for highlighting this to us.

Any household affected by a Boil Water Notice for more than 24 hours will receive a 100% discount on the water entering their property. Please accept our sincere apologies that this has not been applied and we will look into it immediately for you.

In order to rectify this, would you mind providing the following details by PM?

- Name;
- Address;
- Contact number; and
- Confirm that you are the account holder.

Alternatively, if you would prefer to call, you can contact us on 1890 448 448 and a member of our team will be happy to update this.

Kind regards,
Mairead

Thanks for the reply, did this "oversight" get posted to all 8500+ Loughrea customers on the boil water notice?

Unfortunately, due to data protection reasons, we would only be able to investigate this for your specific account once we receive the following details:

- Name;
- Address;
- Contact number; and
- Confirmation that you are the named account holder.


Once we receive these details, we will be able to investigate this matter for you. However, until we receive this we are unable to look into this.

Kind regards,
Mairead

keno-daytrader

Well, chances are if I was overcharged, then the other 8500 customers were overcharged too, but God forbid anyone look into that.

Irish Water: Mairead

Hi keno-daytrader,

keno-daytrader wrote: »

Well, chances are if I was overcharged, then the other 8500 customers were overcharged too, but God forbid anyone look into that.

We apologise for any inconvenience. We will come back to you with an update as soon as we can.

Kind regards,
Mairead

keno-daytrader

Irish Water: Mairead wrote: »

Hi keno-daytrader,

keno-daytrader wrote: »

Well, chances are if I was overcharged, then the other 8500 customers were overcharged too, but God forbid anyone look into that.

We apologise for any inconvenience. We will come back to you with an update as soon as we can.

Kind regards,
Mairead

Just a followup while Im waiting for you Mairead, on my bill there is 

""Drinking water restriction discount (59 days)" 


However there is no discount applied in the line, and the capped charges remain the same with no discount applied.


So at first glance when someone looks at a bill they think, oh there's the boil water notice discount, however in reality no discount has been applied.


So my original question is still outstanding, did this happen to all 8500+ customers on the boil water notice?

Irish Water: Mairead

Hi keno-daytrader,

keno-daytrader wrote: »

Just a followup while Im waiting for you Mairead, on my bill there is

""Drinking water restriction discount (59 days)"


However there is no discount applied in the line, and the capped charges remain the same with no discount applied.


So at first glance when someone looks at a bill they think, oh there's the boil water notice discount, however in reality no discount has been applied.


So my original question is still outstanding, did this happen to all 8500+ customers on the boil water notice?

If a customer is affected by a Boil Water Notice for more than 24 hours, they get a 100% discount on the water entering their property. However, if they are connected to the public sewer, they are still charge for wastewater removal to the public sewer mains.

Due to data protection reasons, we are unable to discuss another account or locate it on our system without the account holder's consent and specific details, so we can not provide an update on other accounts that may be affected by the Loughrea Boil Water Notice.

However, we can certainly look at your specific bill and account if you provide the following details by PM:

- Name;
- Address;
- Contact number; and
- Confirm if you are the account holder.

Once these details are received, we will be able to look at your bills and explain the breakdown of charges and assist you further.

Kind regards,
Mairead

keno-daytrader

I see the line with the "discount" but there is no discount applied. Does this make sense?

Perhaps someone should look into the other 8500 accounts in my area on a boil water notice, I have a hard time believing that I was the only one that no discount was applied. 

I have attached a pic of the bill in question.

Irish Water: Mairead

Hi keno-daytrader,

keno-daytrader wrote: »

I see the line with the "discount" but there is no discount applied. Does this make sense?

Perhaps someone should look into the other 8500 accounts in my area on a boil water notice, I have a hard time believing that I was the only one that no discount was applied.

I have attached a pic of the bill in question.

We would really like to investigate and hopefully resolve this matter for you as soon as possible.

However, without the previously requested account details, we are unable to investigate this on your behalf.

If you would like to PM your details, we can look into this straight away.

Kind regards,
Mairead

keno-daytrader

Irish Water: Mairead wrote: »

Hi keno-daytrader,

keno-daytrader wrote: »

I see the line with the "discount" but there is no discount applied. Does this make sense?

Perhaps someone should look into the other 8500 accounts in my area on a boil water notice, I have a hard time believing that I was the only one that no discount was applied.

I have attached a pic of the bill in question.

We would really like to investigate and hopefully resolve this matter for you as soon as possible.

However, without the previously requested account details, we are unable to investigate this on your behalf.

If you would like to PM your details, we can look into this straight away.

Kind regards,
Mairead

Mairead, did you look at the bill I posted? Why make a line for a discount, and then put no value in the line?

I would prefer to address this on the forum, so its open to everyone to see whats going on with these bills. No need for personal information, perhaps Im reading the "discount" wrong?

Skatedude

His question does not infringe on data protection issues at all, He asked about a community issue and did not ask for any individuals information. 

You simply didnt want to answer.

Irish Water: Mairead

Hi Keno-daytrader,

keno-daytrader wrote: »

Mairead, did you look at the bill I posted? Why make a line for a discount, and then put no value in the line?

I would prefer to address this on the forum, so its open to everyone to see whats going on with these bills. No need for personal information, perhaps Im reading the "discount" wrong?

We understand that the discount column should state that you have the discount applied if you are affected by a Boil Water Notice. We believe this could be a genuine mistake, but we are unable to know for certain unless we can access your account with the previously requested details.

If you provide us with this information by private message, we will amend this and make sure the discount is accurately applied in a matter of minutes.

Kind regards,
Mairead

Cookie_Monster

Irish Water: Mairead wrote: »

Hi keno-daytrader,



Due to data protection reasons, we are unable to discuss another account or locate it on our system without the account holder's consent and specific details, so we can not provide an update on other accounts that may be affected by the Loughrea Boil Water Notice.

Hi Mairead,

no one wants to know details of individual accounts, just that IW has taken the report on board and are actually investigating if other customers are potentially affected. This is not a privacy issue, its reporting a flaw or error in your systems.

You have a responsibility as a company to look into the matter as a customer has raised a major potential system error that could affect many thousand of customers who are being overcharged.

Irish Water: Mairead

Hi Cookie Monster,

Cookie_Monster wrote: »

Irish Water: Mairead wrote: »

Hi keno-daytrader,



Due to data protection reasons, we are unable to discuss another account or locate it on our system without the account holder's consent and specific details, so we can not provide an update on other accounts that may be affected by the Loughrea Boil Water Notice.

Hi Mairead,

no one wants to know details of individual accounts, just that IW has taken the report on board and are actually investigating if other customers are potentially affected. This is not a privacy issue, its reporting a flaw or error in your systems.

You have a responsibility as a company to look into the matter as a customer has raised a major potential system error that could affect many thousand of customers who are being overcharged.

I appreciate your concern in relation to customers who may not have received their discounts but I can assure you this has been an isolated case. We have checked our system and the discounts have been applied to those affected by the Boil Water Notice. In addition, we have not received any calls or contacts about similar cases hence why we wanted the customer to furnish us with his details privately so we could rectify this isolated incident as soon as possible.

Kind regards,
Mairead

daheff

Irish Water: Mairead wrote: »

Hi Cookie Monster,

Cookie_Monster wrote: »

Irish Water: Mairead wrote: »

Hi keno-daytrader,



Due to data protection reasons, we are unable to discuss another account or locate it on our system without the account holder's consent and specific details, so we can not provide an update on other accounts that may be affected by the Loughrea Boil Water Notice.

Hi Mairead,

no one wants to know details of individual accounts, just that IW has taken the report on board and are actually investigating if other customers are potentially affected. This is not a privacy issue, its reporting a flaw or error in your systems.

You have a responsibility as a company to look into the matter as a customer has raised a major potential system error that could affect many thousand of customers who are being overcharged.

I appreciate your concern in relation to customers who may not have received their discounts but I can assure you this has been an isolated case. We have checked our system and the discounts have been applied to those affected by the Boil Water Notice. In addition, we have not received any calls or contacts about similar cases hence why we wanted the customer to furnish us with his details privately so we could rectify this isolated incident as soon as possible.

Kind regards,
Mairead

Maybe you havent received any other contact about a similar issue because nobody intends on paying IW????? the issue could be there..but nobody else has any interest in paying- so no interest in addressing the problem with you.  Lack of complaints about an issue does not mean an issue does not exist.

Sully

For the love of god just give the lady the account number or just move on. 

Irish Water isn't exactly topping the charts for customer service for whatever reason but she can't even attempt to resolve your problem unless you tell her who you are.