Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Citiq Prepaid earns strong praise for its frontline consultants and WhatsApp support, with customers repeatedly naming agents who resolve token and meter issues within minutes. However, a recurring theme is friction once matters move to back office departments, where refunds, landlord rebates, banking verification and tariff explanations stall, leaving some customers chasing promised turnaround times.
Top Strengths:
- •Customer Service & Professional Guidance: Customers consistently name consultants such as Kevin, Kreasan, Megan, Katlego and Wendy as patient, knowledgeable and willing to walk them through meter and token problems step by step, with several describing agents as gems who went the extra mile.
Replied to 100% of negative reviews
Reply time on negative reviews: 39h 44m
TrustIndex
8.1
Ranking
#3
in Payments & Fintech
Reply Time
23h 45m
NPS Score
46
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 39h 44m
Dec '25 - Nov '26
Frequently Asked Questions About Citiq Prepaid
What do customers say about Citiq Prepaid?
Based on recent customer reviews, Citiq Prepaid earns strong praise for its frontline consultants and WhatsApp support, with customers repeatedly naming agents who resolve token and meter issues within minutes. However, a recurring theme is friction once matters move to back office departments, where refunds, landlord rebates, banking verification and tariff explanations stall, leaving some customers chasing promised turnaround times.
What is Citiq Prepaid's biggest strength?
Citiq Prepaid's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Professional Guidance. Customers consistently name consultants such as Kevin, Kreasan, Megan, Katlego and Wendy as patient, knowledgeable and willing to walk them through meter and token problems step by step, with several describing agents as gems who went the extra mile.
What are the most common complaints about Citiq Prepaid?
The most common complaint about Citiq Prepaid, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Payments & Financial Accuracy. A recurring theme is money paid with nothing received, including tokens that never generate after debit and duplicate app charges. Landlords describe rebates and monthly payouts held for weeks or months behind failed banking verification.
How does Citiq Prepaid compare to other Payments & Fintech companies?
Citiq Prepaid scores 2.9 out of 5 on Hellopeter's AI analysis of service quality in Payments & Fintech, compared to the Payments & Fintech industry average of 2.6. Their strongest theme is Customer Support (3.9); their weakest is Fees & Billing (1.5). The top AI-rated Payments & Fintech business on Hellopeter is mama money (4.1). How is the AI Score calculated? →
Is Citiq Prepaid trustworthy?
Citiq Prepaid has a TrustIndex of 8.1 out of 10 on Hellopeter, based on 253 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 39 hours 44 min. Hellopeter has tracked Citiq Prepaid across 956 total reviews. How is the TrustIndex calculated? →
Recent reviews (253)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2026
I would like to take a moment to recognise and appreciate Charity from Citiq for the excellent se...
I would like to take a moment to recognise and appreciate Charity from Citiq for the excellent service she has given me. From day one, Charity handled my issue regarding the meter numbers that had been mixed up with another building. She approached the matter with great care, patience and commitment. She consistently followed up, checked on progress and made sure that everything was being resolved. What stood out most was her attitude and professionalism. Even when I was frustrated and my tone was not always pleasant because of the situation, she remained calm, patient and respectful. She managed to calm me down and made me feel that my issue genuinely mattered. It is not easy to find people who take such ownership of their work and treat customers' problems as if they were their own. Charity has demonstrated exactly that. I honestly believe you have a valuable asset in her. If I were to recommend a position for her, I would strongly recommend Quality Assurance or even a management
1 reviews | Active since Nov 2026
I would like to take a moment to recognise and appreciate Charity from Citiq for the excellent se...
I would like to take a moment to recognise and appreciate Charity from Citiq for the excellent service she has given me. From day one, Charity handled my issue regarding the meter numbers that had been mixed up with another building. She approached the matter with great care, patience and commitment. She consistently followed up, checked on progress and made sure that everything was being resolved. What stood out most was her attitude and professionalism. Even when I was frustrated and my tone was not always pleasant because of the situation, she remained calm, patient and respectful. She managed to calm me down and made me feel that my issue genuinely mattered. It is not easy to find people who take such ownership of their work and treat customers' problems as if they were their own. Charity has demonstrated exactly that. I honestly believe you have a valuable asset in her. If I were to recommend a position for her, I would strongly recommend Quality Assurance or even a management
1 reviews | Active since Nov 2012
dont change over to citiq they dont allow tenants to buy electricity from a vendor its all lies
Hi I am an owner and really disappointed with the supervisors who refuses to call back for more then 2 days . I have recently changed from meter mate to citiq. For the last 2 days my tenants can not buy electricity from a vendor as the vendors machine is saying no meter found, i have logged this with citiq and they keep telling me to tell the tenants to go any buy electricity and i keep sending them up and down and it keeps on saying the same thing meter not found. Every 2 hours the same story , it is leaving with no option but to log a review on all social media platforms in order to get assistance . Why does the supervisor not return calls ? Today is friday and most companies close early ? 2 days my Tenants are left without electricity since changover , please do not change over to citiq Everytime u call the callcentre u speak to a different call centre agent and they give different answers, some say its working but its not . some say they will call back but they dont call back. Some say they will follow up. U are not allowed to speak to a supervisor and he does not return calls
1 reviews | Active since Nov 2012
dont change over to citiq they dont allow tenants to buy electricity from a vendor its all lies
Hi I am an owner and really disappointed with the supervisors who refuses to call back for more then 2 days . I have recently changed from meter mate to citiq. For the last 2 days my tenants can not buy electricity from a vendor as the vendors machine is saying no meter found, i have logged this with citiq and they keep telling me to tell the tenants to go any buy electricity and i keep sending them up and down and it keeps on saying the same thing meter not found. Every 2 hours the same story , it is leaving with no option but to log a review on all social media platforms in order to get assistance . Why does the supervisor not return calls ? Today is friday and most companies close early ? 2 days my Tenants are left without electricity since changover , please do not change over to citiq Everytime u call the callcentre u speak to a different call centre agent and they give different answers, some say its working but its not . some say they will call back but they dont call back. Some say they will follow up. U are not allowed to speak to a supervisor and he does not return calls
1 reviews | Active since Jan 2019
Citiq prepaid is terrible
I bought R50 electricity through the citiq prepaid app on October 6th , today is October 28th and I still havent received my electricity. I've been emailing them back and forth , sent them the proof of purchase they even saw for themselves on the system that it wasn't generated this was admitted to me on phone call and then I never heard from them again. Every email I was met with another escalation. First nokulinda was handling my ticket now its Sarah. Every time I'm told its being escalated. For 20 days its been escalated about 5 different times with no resolution. I can't believe I have to fight this hard for a R50. I use the app all the time to buy electricity I expected much better service I can only imagine how many other peoples time have been wasted by this company and how much money people have lost. I won't only post this review here , I will take this to every social media platform as I want people to be wary . This company knows we depend on them so they do things like this in hopes we will just drop it and move on . Not me . I work hard for my money and when I spend it I expect to receive what I pay for. Its not even about the R50 anymore its about how they treat their customers who spend good money with them. They tell me on every email theres a 12 hour turnaround time yet every time I have to wait 4 days for a response and they dont respond unless I email them again . Nobody should wait 22 days for a a refund or for electricity especially if all the proof is there. Either refund or generate the token but wasting so much of a customer's time is not it . It's very unprofessional and I will post everywhere for people to know and I will escalate to the relevant legal departments that handle situations like this. I will not be manipulated out of a R50
1 reviews | Active since Jan 2019
Citiq prepaid is terrible
I bought R50 electricity through the citiq prepaid app on October 6th , today is October 28th and I still havent received my electricity. I've been emailing them back and forth , sent them the proof of purchase they even saw for themselves on the system that it wasn't generated this was admitted to me on phone call and then I never heard from them again. Every email I was met with another escalation. First nokulinda was handling my ticket now its Sarah. Every time I'm told its being escalated. For 20 days its been escalated about 5 different times with no resolution. I can't believe I have to fight this hard for a R50. I use the app all the time to buy electricity I expected much better service I can only imagine how many other peoples time have been wasted by this company and how much money people have lost. I won't only post this review here , I will take this to every social media platform as I want people to be wary . This company knows we depend on them so they do things like this in hopes we will just drop it and move on . Not me . I work hard for my money and when I spend it I expect to receive what I pay for. Its not even about the R50 anymore its about how they treat their customers who spend good money with them. They tell me on every email theres a 12 hour turnaround time yet every time I have to wait 4 days for a response and they dont respond unless I email them again . Nobody should wait 22 days for a a refund or for electricity especially if all the proof is there. Either refund or generate the token but wasting so much of a customer's time is not it . It's very unprofessional and I will post everywhere for people to know and I will escalate to the relevant legal departments that handle situations like this. I will not be manipulated out of a R50
1 reviews | Active since Apr 2024
CITIQ WATER METERS ARE USELESS
The pre-paid water meters do not last longer than 2 to 3 years, then replacement at your cost and they are not cheap either. This is my 3rd pre-paid water meter that simply stopped working just outside the one year warranty period. Maybe time to consider a different service provider.
1 reviews | Active since Apr 2024
CITIQ WATER METERS ARE USELESS
The pre-paid water meters do not last longer than 2 to 3 years, then replacement at your cost and they are not cheap either. This is my 3rd pre-paid water meter that simply stopped working just outside the one year warranty period. Maybe time to consider a different service provider.
1 reviews | Active since Apr 2012
Citiq Customer Service Sucks
Constant problem with the same replacement water meters - supervisor promises to call back and doesn't bother. Old water meters work for years without any problem. Every time Citiq tchnicians replace my water meters there are constant problems with the same replaced meters.. Citiq are only interested in replacing the meters and charging for new meters.
1 reviews | Active since Apr 2012
Citiq Customer Service Sucks
Constant problem with the same replacement water meters - supervisor promises to call back and doesn't bother. Old water meters work for years without any problem. Every time Citiq tchnicians replace my water meters there are constant problems with the same replaced meters.. Citiq are only interested in replacing the meters and charging for new meters.
1 reviews | Active since Nov 2024
Terrible Service!!
Absolutely USELESS!!!!!! Been trying since 24th August to get a token for a purchase we made. Have sent the proof of payment several times and just NO HELP. Now its happened again.. They don't get back to you and don't help resolve anything. TERRIBLE SERVICE. I will be reporting to NERSA and AFSA.
1 reviews | Active since Nov 2024
Terrible Service!!
Absolutely USELESS!!!!!! Been trying since 24th August to get a token for a purchase we made. Have sent the proof of payment several times and just NO HELP. Now its happened again.. They don't get back to you and don't help resolve anything. TERRIBLE SERVICE. I will be reporting to NERSA and AFSA.
1 reviews | Active since Oct 2026
Disappointed that they have no way to rectify errors.. once you purchase, it's done
purchased a citiq token by error and they have no process to reimburse or see if a token had not been used. Yes it was my mistake but I was just told "sorry, nothing we can do". disappointing.
1 reviews | Active since Oct 2026
Disappointed that they have no way to rectify errors.. once you purchase, it's done
purchased a citiq token by error and they have no process to reimburse or see if a token had not been used. Yes it was my mistake but I was just told "sorry, nothing we can do". disappointing.