Hi Linda,
I know that this is a delay in responding to your post, but we have just gone through the same thing (we have delivered two new green waste bins to people with ‘two’ waste services … and this has caused them to query why they have been charged for two all along). In our instance we were able to locate the bin register which documented the bins (exact serial numbers) that were originally supplied to the property and have used this as evidence that they did have the two services at one point in time (regardless of whether the bins are missing or no longer being used). If we did provide a credit, it would only go back one year, but so far have not had to do this.
Cheers,
Susan
