1 reviews | Active since May 2011
CitiQ: unexplained charges; poor communication; tokens not receivved
My landlord installed a CitiQ meter last year in December (***) and our electricity costs immediately increased by over 30%. With the previous meter we paid 154c/unit, but the CitiQ cost is 207c per unit. I emailed CitiQ to find out why this is happening, but received no response. The CitiQ website mentions that some purchase methods involve additional charges, but I cannot find any indication of whether these charges apply to myprepaid, which is how I usually buy my tokens. The website very vague about these "additional charges". <p>I have also tried to purchase tokens via EFT, as per the CitiQ website. I followed the instructions: set up an account on the website, deposited money into their bank account, sent an sms to the number on the site. This all happened a week ago, but I have not received any tokens. I want to know: 1) Why is CitiQ charging me an additional fee of 53c per unit? 2) Why do they not give a clear breakdown of the costs of different purchasing methods on their website? 3) Why have I not received the tokens that I paid for?
Good day Emma
Thank you for your feedback. Did you know that we have a Help Desk available from 08h00 to 21h00, 7 days a week to assist clients with queries such as this. We have a very dedicated team that are on stand-by to help you - *** (we can call back) or ***.
Please could you supply details of the EFT that you made a week ago (date, bank, amount, account number) so that I can try and locate it for you. If you could email your Proof of Payment to ***, it would be even better.
Regarding you tariff query, Citiq Prepaid is NOT charging you an extra 53c! Your previous tariff of R1.54 excludes Vat, which would be R1.76 including vat. The Citiq Prepaid service fee is 100% transparent on our Terms and Conditions which is printed on every prepaid meter that is sold. It is a flat 8.75% of your token value plus vat.
Note that on EFT transfers and SpeedPay transfers there are ZERO payment charges. There will only be a payment charge when you use one of the shops or stores. This varies up to a maximum of 3.95% of the token value + vat. I will send you details of how to do a SpeedPay EFT to get an instant token (with zero % charges) to your email address provided.
I hope that this explanation helps your understanding of our excellent service offering.
Simon Tippett
(Director - Operations)
Good day Emma
Thank you for your feedback. Did you know that we have a Help Desk available from 08h00 to 21h00, 7 days a week to assist clients with queries such as this. We have a very dedicated team that are on stand-by to help you - *** (we can call back) or ***.
Please could you supply details of the EFT that you made a week ago (date, bank, amount, account number) so that I can try and locate it for you. If you could email your Proof of Payment to ***, it would be even better.
Regarding you tariff query, Citiq Prepaid is NOT charging you an extra 53c! Your previous tariff of R1.54 excludes Vat, which would be R1.76 including vat. The Citiq Prepaid service fee is 100% transparent on our Terms and Conditions which is printed on every prepaid meter that is sold. It is a flat 8.75% of your token value plus vat.
Note that on EFT transfers and SpeedPay transfers there are ZERO payment charges. There will only be a payment charge when you use one of the shops or stores. This varies up to a maximum of 3.95% of the token value + vat. I will send you details of how to do a SpeedPay EFT to get an instant token (with zero % charges) to your email address provided.
I hope that this explanation helps your understanding of our excellent service offering.
Simon Tippett
(Director - Operations)