Inefficiencies with Citiq prepaid

I am writing to express my deep dissatisfaction with the service I have received from Citiq regarding the registration and compliance of my second property.

On the 2nd of February 2025, I registered my second property after successfully installing prepaid meters. I was advised by a Citiq consultant to submit only the municipal bill for compliance, as I already have a first property registered with them. I sent the municipal bill via WhatsApp as instructed.

However, at the beginning of March, I noticed that I was only paid for the first property. Upon inquiry, Citiq informed me that I was not compliant because I had not submitted the necessary documents. I referred them to the WhatsApp message and resent the municipal bill along with proof of electricity purchase. I was promised that I would be paid, but nothing happened.

I called Citiq on Monday and was told again that I was not compliant because I had not submitted the municipal bill and proof of electricity purchase. Later, I was asked to send my old ID, despite having submitted these documents when I registered the first property. I was assured that my case was escalated to a supervisor for payment processing.

Today, I called again and was told that my account is still non-compliant and that no documents have been received. I have sent my municipal bill, proof of electricity purchase, old ID, marriage certificate, and bank statement multiple times, yet every time I call, I am told that no documents have been submitted.

Throughout this entire process, I have not received a single communication from Citiq indicating any outstanding documents. Their service has been extremely inefficient, and I was told to wait 14 days to receive my payment. This level of service is unacceptable.

I hope that by bringing this issue to your attention, Citiq will take the necessary steps to resolve this matter promptly and improve their customer service.