Rated 1 out of 5 stars Very bad and stressful experience Very bad and stressful experience. Water usage for last 2 years was £125 and the bill is over £1000 with over £900 in late payment charges without any warning or letters. It feels criminal. We have now escalated our complaint following the last letter demanding payment or disconnection (which is another £350) I have tried to speak with them again this morning but was told I couldn’t speak to them because they had not received the letter of consent. I was spoken to rudely and told it had been emailed to me - but then was told it went to a Google mail address and mine is Gmail. That has now been received and I will return to them - I’d addition I have also been told this morning after phoning them that I am in fact authorised to speak on his behalf and have been for months now. This all adds to the stress and confusion. Also, the last letter I received was addressed to a Mr. Shepherd - who unknown to the business. They cannot even get basic things like names, addresses or monthly payment correct and next to impossible to make heads or tails of the different departments who seem to not communicate with each other. It seems the lack of communication within the company is shocking. I have now been told from the customer service team (who confirmed I had full authorisation to speak on the owners behalf - that the account is again on hold pending our escalated complaint. I would like them to confirm this please instead of continuing to add late payment and disconnection charges. Having gone through the statement I can see that total water charges since our supply was switched to you is £125.87 with late charges and fees totalling £902.85 - that just feels criminal considering there was no letters or messages asking or informing of late payment. While we accept there has been problems - I must say that is mainly done to lack of written communication, wrong addresses and names - incredibly confusing invoices ( some days you take three payments? - sometimes they try and take the entire balance - and I don’t think the direct debit was ever set up correctly? ). So - we have asked the account reviewed hence the escalated complaint - we have also contacted a third party to assist us with this. We would like to have the late charges of £902.85 removed along with an apology from Castle Water for the months of stress this has caused. The balance of actual water consumption of £125.87 we will pay in full once we have agreed a realistic way. We have been told the account is active and on hold this morning by the customer service team. She has made a note on the account and I am expecting an email detailing this later today. Avoid at all costs - and please see real reviews here with a 1 star rating - makes for some interesting reading - I am definitely not alone in this review!