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Refund overdue from Irish Water

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  • 04-12-2019 1:33pm
    #1
    carrigal
    Registered Users Posts: 8 ✭


    Hello,

    I have a case open with Irish Water since July regarding a refund for the cost of a leak detection company survey which was recommended by an IW engineer.  (In the end it was proven that there was no leak).

    I received a call from Irish Water on 1st November to tell me that I would receive a refund cheque in the post within two weeks. This did not materialise.  

    I followed up with a call to the IW call centre on 26th November where they didn't seem to be aware of the issue but agreed to escalate the problem and I would receive a call back if there was an update. 
    It is now over  a week since that conversation and I still have no update.

    Can someone please look into this on my behalf and let me know if anything is happening or likely to happen?
    I can provide my WPRN No, the Irish Water Ref No and my corresponding CRU complaint ref number by PM if required.


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  • Options
    #2
    Irish Water: Agata
    Company Representative Posts: 254 Verified rep ✭Irish Water: Agata


    Hi carrigal,

    Thanks for getting in touch.

    We can certainly look into this matter for you. Would you mind sending us a PM with those details along with your name, address and contact number?

    Thanks in advance,
    Agata


  • Options
    #3
    carrigal
    Registered Users Posts: 8 ✭carrigal


    PM sent


  • Options
    #4
    Irish Water: Agata
    Company Representative Posts: 254 Verified rep ✭Irish Water: Agata


    Hi Edel,

    A member of the team has responded to your PM.:)

    Thanks,
    Agata


  • Options
    #5
    carrigal
    Registered Users Posts: 8 ✭carrigal


    Still awaiting promised refund after two weeks. I have sent a PM.


  • Options
    #6
    Irish Water: Daniel V
    Closed Accounts Posts: 89 ✭✭Irish Water: Daniel V


    Hi carrigal,

    Thank you for getting in touch and apologies for the inconvenience. It would be unusual for a cheque refund to be sent this quickly. Firstly it has to be cancelled and re-issued, then it is sent out with the next batch of cheques.

    A member of our team will look into this for you and get in touch by PM.

    Thanks,
    Daniel


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  • Options
    #7
    carrigal
    Registered Users Posts: 8 ✭carrigal


    Daniel,
    That's noted. However I was assured that a cheque would be issued week commencing 9th December.  This case has been open since July so it is not a recent problem. Looking forward to receiving an update.


  • Options
    #8
    Irish Water: Daniel V
    Closed Accounts Posts: 89 ✭✭Irish Water: Daniel V


    Hi carrigal,

    Thank you for your message and we completely understand where you are coming from in relation to this. A member of our team is currently following up on this and as soon as an update is received, we'll be in touch by PM.

    Thanks,
    Daniel


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