SA
Saliegh A
1 reviews | Active since Nov 2014
26 Jan 2025, 13:11
Citiq Water Block tariff errors
I am a water meter Citiq customer. The meters work great... My issue is with the customer support. I've tried numerous times to get an answer to an query as to why, when the tariff clearly defines the various blocks, while not exhausting 1 block, purchases are charged at a higher block. First line support cannot explain, nor resolve the issue, and on multiple occasions inform me that the issue is being escalated to a superior... Unable to provide an indication on when I can receive feedback, agreeing that I can expect a call back between 1 and 90 days.
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Replies (2)
Citiq Prepaid's replyOfficial
26 Jan 2025, 14:13Dear Saliegh Aziz,
Thank you for taking our call earlier today. We sincerely apologize for any inconvenience or delay you experienced regarding your query.
As discussed, we have identified and rectified an error in the water tariff structure that was app**** to your tenant's account. This resulted in an overcharge, and we are pleased to inform you that your tenant will receive a water token as reimbur*****t for the overcharged amount.
We appreciate your understanding and patience in this matter. Should you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards,The Citiq Prepaid Team
Thank you for taking our call earlier today. We sincerely apologize for any inconvenience or delay you experienced regarding your query.
As discussed, we have identified and rectified an error in the water tariff structure that was app**** to your tenant's account. This resulted in an overcharge, and we are pleased to inform you that your tenant will receive a water token as reimbur*****t for the overcharged amount.
We appreciate your understanding and patience in this matter. Should you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards,The Citiq Prepaid Team
Citiq Prepaid's reply26 Jan 2025, 14:13
Official
Dear Saliegh Aziz,
Thank you for taking our call earlier today. We sincerely apologize for any inconvenience or delay you experienced regarding your query.
As discussed, we have identified and rectified an error in the water tariff structure that was app**** to your tenant's account. This resulted in an overcharge, and we are pleased to inform you that your tenant will receive a water token as reimbur*****t for the overcharged amount.
We appreciate your understanding and patience in this matter. Should you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards,The Citiq Prepaid Team
Thank you for taking our call earlier today. We sincerely apologize for any inconvenience or delay you experienced regarding your query.
As discussed, we have identified and rectified an error in the water tariff structure that was app**** to your tenant's account. This resulted in an overcharge, and we are pleased to inform you that your tenant will receive a water token as reimbur*****t for the overcharged amount.
We appreciate your understanding and patience in this matter. Should you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards,The Citiq Prepaid Team
SA
Saliegh A's updateReviewer Update
27 Jan 2025, 09:2720 minutes after posting this, I got a call from Henrik at Citiq that completely understood the issue that I was facing, and was able to explain what had happened, and corrected the error while on the phone. He also called back after 1 hour to provide feedback on remediation. Happy with the service that I received from Henrik. I am saddened that I needed to take to this platform to see action. There is definitely an opportunity for some 1st line training at Citiq.
SA
Saliegh A's update27 Jan 2025, 09:27
Reviewer Update
20 minutes after posting this, I got a call from Henrik at Citiq that completely understood the issue that I was facing, and was able to explain what had happened, and corrected the error while on the phone. He also called back after 1 hour to provide feedback on remediation. Happy with the service that I received from Henrik. I am saddened that I needed to take to this platform to see action. There is definitely an opportunity for some 1st line training at Citiq.