Water companies mistakenly billed a couple in the UK a whopping £12,000 for a non-existent leak at their new family home, kicking off a four-year ordeal of debt collection that the pair described as “torture.” Anna Pearce, 44, and her husband Andrew, 45, received a £7,000 water bill from Southern Water (SW) and a £5,000 bill from Sutton and East Surrey Water (SES Water) in 2018 after moving into their home in Cowden, Kent, though they have since relocated to West Sussex.
Despite numerous visits from SW engineers to investigate a leak that wasn’t found, it wasn’t until 2019 when a local contractor revealed the bill was linked to a nearby water plant, with the meter located on the couple’s driveway, some 180 meters away. After Anna contacted both companies, SES Water promptly resolved the issue by writing off the £5,000 charge. However, SW persisted by sending debt collectors for the remaining £7,644.90 bill, causing distress to the couple.
Despite being informed that they did not owe the money, SW continued to pursue the couple, resorting to threats of court action. After submitting a formal complaint in May 2021, SW apologised for the confusion and waived the £7,000 wastewater bill in June 2021 as a goodwill gesture. The situation was finally resolved in July 2022 when SW closed the case after continued pressure from Anna.
Sharing her harrowing experience on social media, Anna’s video went viral, garnering 1.5 million views, prompting her to advocate for others facing similar challenges. She stressed the importance of raising complaints promptly and escalating them if necessary. SW and SES Water expressed regret for the distress caused by the billing error and the subsequent debt collection process, with SW offering apologies and waiving charges to rectify the situation.
Anna’s health suffered during the prolonged ordeal, culminating in hospitalisation due to stress-related illnesses. She emphasised the need for accountability and proper handling of customer complaints by water companies. While SES Water swiftly addressed the issue, Anna lamented the lack of accountability from SW, urging others to speak up to prevent similar ordeals. In light of her experience, Anna is advocating for improved customer service practices within the water industry to spare others from enduring similar hardships.