I have just come off of the phone, after speaking with Donna. On the 15/02/23 I spoke to a Woman regarding a refund for an over payment, who was so rude, I suggested that she get a Manager and we can all listen to how unprofessional she was being. She refused and (I thought) sorted out my refund. I found out today 23/02/23 that the 'rude Woman' in question, set up a direct debit on my account, just for the hell of it. I spoke with Donna this evening who was so reassuring, professional and courteous, that I had no choice but to leave a review and let her know that she has restored some level of confidence for me in the staff at Thames Water. Well done and Thank You Donna.