Billing - saying we didn't pay when payment came off successfully

[AlexMain]

So, we have had rain for a month now and this morning the payment came off successfully. Then about 40 minutes ago I get an email saying that services will be suspended at 12pm because payment couldn't be collected. The payment came off my account and I have sent them proof - but now it has to be escalated etc and 12pm is a few minutes away. I aint paying twice. Anyone else had a problem like this?

 

[elbow]

Yes, same thing happened to me.

Chat agent says it was an error. See this chat transcript:

https://docs.google.com/document/d/11gXkQFYaerFSGRN2swd32BomeTdXpy_MmKw-10GDsOw/edit?usp=sharing

I suppose I was being a bit difficult, but:

* They should have sent a correction / apology. Since the tone of the "unpaid" email is pretty damn blunt.
* I see there is nowhere on the web site to see a proper statement from their POV showing the receipt.

 

[AlexMain]

@elbow i think you were pretty on point. I agree that they should send an apology email. It seems a bit unprofessional. I was actually insulted. They said they would get back to me but no communication. They did say it must be an error but that was it no explanation. Unacceptable.