Having had a water meter fitted to establish an accurate bill it turns out that we have been overpaying by £50 for the last year. When contacting thames water they simply said we are adjusting your bill to reflect the readings. When asked for our money back, that was overpaid they said that it wasn't possible. The adviser spoke very little English and simply hung up once he had told us the account was being changed. Very poor communication and bad customer service. They have held our money and gained interest on it. Happy to take but unhappy to give back. Shame on you Not happy at all !!!