Faqs for: Notifications and letters

I have received an elevated consumption letter. What should I do?

In the elevated consumption letter we will inform you that lately the consumption of water in your property has increased considerably, respect to the usual consumption. This may be due to an erroneous meter reading or a problem associated with the interior installation. In case of a correct meter reading and no change in your consumption habits, please revise your interior installation.

I have received a letter of bad conditions of the meter emplacement. What should I do?

In a bad conditions of the meter emplacement letter we will inform you that we were not able to change the meter as there was some problem with the positioning. Once this is rectified, contact us via customer service hotline, to arrange an appointment in order to change your meter.

I have received a notification that my supply will be cut. What should I do?

In the supply suspension letter, we inform you that the final date for regular payments has expired, and we are starting the suspension supply process. We informe you as well, that from that date on, the City Council has authorized to suspend your water supply. You must immediately go to one of our customer services offices to settle the outstanding debt before the date indicated in the letter.

I have received a letter that my bank payment has been lost. What should I do?

The loss of payment letter will inform you that your bank has returned the money to you and that from the indicated date the direct debit has become ineffective and no more payments will be made from the account. To re-establish the direct debit and avoid having your supply cut, contact us by telephone or in any of our customer services offices.

I have received a fraudulent use letter. What should I do?

In the fraudulent use letter, we will inform you that you are using our services illegally as you do not have a contract with the supplying company. You must take the necessary steps to contract the service, via our customer services offices, our telephone hotline, thus paralyzing any legal or administrative proceedings initiated until that moment.

I have received a letter indicating that the company does not dispose of a real reading of my meter in an excessive period of time. What should I do?

In the letter of real reading we will inform you that we do not have a real reading from your meter for a period of time superior to what is established in the service guidelines, meaning that you may be going a long time with only estimated readings. Provide us with a real reading for your meter via our telephone hotline or from the ‘readings’ section of the virtual office.