Joseph Xuereb (The Sunday Times, December 11) wrote that Arms Ltd would not let him settle his bills. I could not agree more.

A six-month bill, which we received last October, showed that the water charge was three times more than that for electricity.

Since we do not really monitor the water meter but that for electricity, we checked the previous readings and found that while in March the meter reader took a reading of 4, it now took a reading of 149 units. Therefore, we were charged 49 units at €1.47 per unit and 96 at €5.41 per unit. It is quite obvious that a wrong meter reading was taken in March.

I have corresponded with Arms various times. They say that there must be a fault but that in the meantime, we are to pay the bill in full because if not, we would be charged interest. They must be joking. Since when should customers pay interest for the company’s mistakes?

On the same day that we received the bill, we paid the electricity bill and also the water meter charge, and in an e-mail we said that if the meter reading in March was wrong, which common sense shows it was, then it was alright for us to pay for the 149 units of water.

However, since this is no fault of ours, then all units should be charged at the normal rate of €1.47 per unit, because we would be talking about 18 months’ consumption.

But while we are telling them that we want to pay, we received the same reply: you should pay your bill and if after a year we are found at fault, then you will be reimbursed.

Well, we are not ready to pay and get reimbursed after a year – it is the most absurd reasoning and bad customer service that I have ever experienced.

Shouldn’t someone be responsible? As Mr Xuereb rightly said, who is going to organise this complete disorganisation?

And who will see that not all customers get the same reply for every complaint?

I feel everyone is being placed inthe same basket and there are no decision-makers.