The customer service is the worst I have ever experienced anywhere. The online chat is terrible nobody knows what they are doing, they do not read what you type or have a clue on what you are asking them. I find myself repeating everything 10 times. Its frustrating! Even to the point they tell me my account is with another water company when they have just sent me a bill and i have paid it! I am then asked to send them a picture of the bill they sent to me! The was no apology nothing! When you call the customer service team its the same thing. Rude and unhelpful staff. I put off getting in touch with thames water for the longest time because i just know it will be a stressful unpleasant customer service journey. Avoid at all costs!