Incentive & Relief Scheme Application Not App**** and Subsequent Unwillingness to Help in this Regards

On 5 August 2020 I received communication from our local ward councilor about an Incentive and Relief Programme for the city of Tshwane (http://www.tshwane.gov.za/sites/Departments/Financial-Services/Pages/PaymentHolidayPlan.aspx). I immediately app**** (6 August at 10:35 AM) for the incentive under Option 4 ("You are up to date with your payments and can continue making full payments") and received a reply from Tshwane on 2 September 2020 stating "Dear Customer Your application for incentive and relief program has been processed".

I never received the rebate as promised.

After several enquiries and complaints to the City of Tshwane I received a wholly unsatisfactory reply stating:

"kindly note that the application 6 August 2020 did not qualify for option 4.1. The Incentive and Relief programme ran from June 2020 to December 2020, thus the latest date to apply for option 4.1 would have been 31 July 2020 to qualify (6 months period to pay account in full and on time). For the system read it from day of application. Acknowledgement was sent that it was received and process thus flagged but once it was processed it disqualified do to submission date being 6 August 2020."

It is interesting that this deadline was never communicated and ANY of the literature that I have been able to obtain from Tshwane which makes it appear that this deadline is now retrospectively app**** after the fact. A clearly unacceptable practice!

I find the entire exercise extremely frustrating, there was a continuous perception that the representatives at Tshwane were completely unwilling to help in any way during this process. I had to send three separate complaints through the e-tshwane portal, my ward councilor and I both emailed ***, as well as several emails I obtained from the Tshwane website with no success.

This is on the whole intolerably bad service from Tshwane.