Jaap (not his real name) looks at his bank statements and frowns. For four years, Waternet has been deducting water board tax for a water board where he does not live. He lives in Gouda and pays his taxes there. Yet Waternet collects money for the Amstel, Gooi and Vecht water board. When he calls, the direct debit stops. But for a refund, Waternet says he must go to his bank. And he is told: he should have checked his debits more carefully.
Water is important, thinks Jaap, but not so important that he should pay twice. And why should he have to solve it all by himself? And why does the bank have to interfere so much?
This is not right
Jaap disagrees. He thinks Waternet is at fault. They withdrew money from his account without his permission for something he does not have to pay. They should correct that. He sends a registered letter to Waternet. Because this is important. But he gets no response at all. No email or phone call. Nothing at all. At his wits end, he turns to the National Ombudsman. Jaap admits he does not keep his banking affairs sharp. He calls himself cheerful and a bit messy. But that does not give an organization the right to let a mistake stand?
Check
When colleague Rens (not his real name) contacts Waternet, it becomes clear what happened. Another payer probably accidentally used Jaaps account number. Waternet did not check whether Jaap had to pay the tax or had given permission. During contact, something else comes to light. The incorrect debit has not been going on for four years, but for ten years. It now involves a considerable amount. To make matters worse, Waternet can no longer find the old payments. Jaap digs into his administration and sends the old bank statements.
The solution
In the end, he gets everything back, with interest. Waternet announces that the system will be adjusted and investigates how direct debit can only be set up with the account holders permission in the future. As a gesture, the organization offers Jaap flowers. He politely declines. He just wants recognition and his money back.
I understand that. Flowers are nice. But more important is that the government has the basics in order. That no one can use your account number without your approval. It is good that Waternet learns from this mistake and wants to adjust the system.
This column appeared in De Telegraaf on February 21, 2026. The person in the photo is not the person from the text.