A Derby woman says she feels let down by her water provider after almost a year of attempting to claim back money she says the company owes her.
Gemma Edwards says Severn Trent owes her £103 as part of an overpaid bill in January 2004.
The company says it sent a cheque - which was cashed - but Ms Edwards said she never received it.
Severn Trent has admitted there was a problem with its customer service and has launched an inquiry.
A spokesman for the company said they were now trying to establish where and when the cheque was cashed. He added that such incidents were quite rare.
Gemma Edwards said: "There's the stress of thinking that you owe money when you don't owe money - it's horrible."
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