We have been with a new provider since 2020 and still trying to sort out a bill, which is only late fees. They have been charging us late fees on an outstanding bill that was paid. (They claim it was an error on their part) But still refuse to let the late fees go. I have an email from them in August 2022 that states all our accounts were at zero balance. But still they refuse to take the late fees off. As a business that paid in full and on time every month, once we requested a new supplier they just got nastier and nastier. We are getting no where with them. Its like one office doesn't know what the other office is saying. We made a formal complaint to the CEO and still got no reply. I have email after email to them with no response from them. They have no knowledge of what the other office is saying. One day one says all corrected and zero balance while the next office is hitting send on and invoice email. Took me 3 years to finally get OUR closing meter readings that they used. I have gone to CCW (who have been helpful) and they went to Castle Water who had the nerve to say I had not made a "formal complaint" thru their formal complaints system. So I have had to go back yet again and make what they call a formal complaint. Which has now been done. They have threatened to take us to court and refuse still to remove the late fees or place the account on hold until this matter is resolved. So not only do I supposedly have late fees, my late fees are now accumulating late fees. Go figure that one. I have once again been advised that I demand that my "Formal Complaint" be raised to a level 2 where CCW will finally be able to step in and try and resolve for us. Every time I receive an email from Castle Water I feel anxious and feel a panic attack coming on. They have wrecked havoc on my mental health. Never use this company, they do not deserve to be in business.