Watersure - Reassessment and very Intrusive

Apollo14LMP

Hi,

I have been on Watersure since 2019 with the wonderful UU.

I rang up to discuss my payment s with them and was advised that for some reason I was up for reassessment.

I was passed over to their Assessment Team people and asked to provide Open Banking access which I immediately refused. They seemed a bit put off by my approach but I could not see what the relevance of them seeing my personal banking details are (nothing to hide) - why would I let UU look into my personal account ? 

I then got a form through the post - asking for details of income for everyone in the house. Why are they asking for this - I dont owe them any money ... and pay them £40.00 a month ... 

They rang me and I asked them why they wanted all this personal information - I dont like having them on my credit file nor do I trust or like them for a number of reasons.
I had a few words with them and was told to supply the details or be refused Watersure and they were extending a concession. Again words exchanged - I told them if there bills were affordable for people in general people would not require concessions etc - these people are not doing me a favour in my mind, they think they are. 

I understood that Watersure was dependant ONLY on water meter, receipt of IR ESA or HB in my case - AND illnesses which require lots of water  - not how much you have in the bank ? irrespective of the means of someone in the household. Anyone know why this has changed this was not asked back in 2019. I also believed that you were entitled to Watersure UNTIL you are not entitled to it. They check every few years they said - which is okay. Dont know why they do this as for BT cheap Internet you just quote your NI number and its a simple yes or no ... 

I found this process intrusive and am not happy and wonder if anyone has experienced this, intrusive and awkward process. I have a good credit score so wondering of these people are looking at me as I am not on the credit "blacklist"
  

Hannah_Alumni

Hello @Apollo14LMP

I'm so sorry you had such an awful customer service experience with them. I would encourage you to reach out to Scope's Disability Energy Support if you are in England or Wales. They have advisors who would be able to help