No response despite a promised 12-hour turnaround, and no transparency on my electricity tariff

I am extremely disappointed with Citiq Prepaid’s customer service and lack of transparency.

I am a tenant, and the Citiq prepaid meter is the meter through which I am charged for my electricity. As the person paying for the electricity, I believe I am entitled to a clear written explanation of exactly how the tariff being charged to my meter is calculated.

I emailed Citiq Prepaid on Monday at 10:15am regarding a serious concern about the electricity tariff I am being charged. At 10:18am, I received a response confirming that my email had been received and assigned to someone, and specifically stating that there was a 12-hour turnaround time.

At 12:58pm, I sent a further email to add important information to my original query.

It is now Wednesday, and I have still received no substantive response or explanation.

My reference number is 454431.

I deliberately do not want to resolve this matter telephonically. I need Citiq to provide their answer in writing, because my query requires a proper explanation and calculation of exactly how my electricity tariff is being determined.

I am currently paying approximately R5.31 per unit, with the effective price increasing further as the month progresses. This is particularly concerning because, before sending these emails, Citiq showed me their block tariff pricing, and the prices displayed do not appear to correspond with what I am actually being charged.

Citiq advertises itself as being transparent. However, I am struggling to see that transparency when the published block pricing and the actual price being charged to my meter appear to be significantly different, and I cannot get a written explanation of why.

My request is also not unreasonable. NERSA's Guidelines on Electricity Resale require resellers to charge approved tariffs and provide transparency around prepaid electricity charges. NERSA's Distribution Tariff Code also provides that applicable charges should be explained by the service provider on request.

I am therefore asking Citiq for a complete written breakdown of the calculation applicable to my meter, including the applicable tariff, tariff blocks, rates, any additional charges or deductions, and the basis on which each charge has been calculated.

I am not asking for a generic response. I want to understand exactly how my electricity purchase results in the amount I am being charged per unit, and why that amount differs from the tariff information that was shown to me.

A promised 12-hour turnaround has now passed by a considerable margin, with no substantive response.

For a prepaid electricity provider handling customers' money, I find this level of communication and lack of transparency unacceptable.

Citiq Prepaid: please provide the written tariff calculation and explanation requested under reference 454431.