I've been on chat with them for over a week, every day. My bill was increased with an estimated meter reading which was a lot more than the real one. No chance to sort out my problem, Their answers are soooooo relative ..... that you can't really understand anything. I was answering clear questions and I was getting answers that had nothing to do with my questions, and every time I was more than 1 hour chatting with them. I don't know what to do anymore. I've cancelled my direct debit and I will wait for them to start chasing me, maybe this way I will get to talk to someone who can actually answer my questions. Very, very disappointing!!! Too bad you can't change your water provider. I would have bee long gone!!!!! The worst experience I've ever had!!!!!!!!!!!!!!!!!!!