Ebru ended up on crutches after her leg went down the open hole in Brentwood, Essex, and her mum rang Essex & Suffolk Water a few days later after noticing the cover was still not on the manhole.
She told the Mirror: "When I called them to talk about my concerns, they just wanted to remind me about my water bill."
A spokesman for the company admitted it had been "insensitive": "When we get any call from a customer we automatically look at their records to establish the genuine nature of the call and point out any issues they should be aware of.
"In this instance, unfortunately, this approach appeared insensitive."
Just a bit!