thank you Machete, West, Sindane and Bricks

In around August 2020 my Municipality account was populated incorrectly, my Neighbors water meter ended up on my account, my neighbors water usage was about 44 000 litres on monthly bases, while my monthly water usage was +- 4000 litres per month ,this then drove the usage on my account to be more than 10 times on some months and I was billed as it was recorded on my account. I started owing the Municipality on monthly bases because this translated to more than R 800-900 extra on my normal monthly payments. This was obviously reported to the responsible water billing person( her name and surname known to me) at the Municipality via numerous cellphone calls, WhatsApp, emails I still have the proof) and more than 6 physical visits to Emalahleni Municipality offices driving all the way from Johannesburg. But she did nothing to try and assist me.

In December 2021 on my 6th visit to the municipality I met an employee by the name of West Luvuno who suggested that I would need to get a new water meter installed in my house and my account updated with the details of that new meter, once that would be done then the readings would be done for 3 months going forward so that an average usage would be known. He then used his own personal cellphone to call other employees ( Sindane and Bricks) to help me get the new meter installed, which was done on the same day and the account was updated a few days after that.

Despite the new meter being installed for more than the 3 months recommendation, I still received no help from the responsible person at the municipality so that I would be credited on my account for the extra payments made to try bring the amount I was now owing as my power was always getting disconnected because my account was now owing.

On my 7th visit on the 6th of April 2022 I met Mr. Masie Machete( municipality billing manager) who sat me down in his office and listen to my problem and recalculated and credited my account in less than 1 hour of waiting. The very next morning he sent me my updated account statement clearly showing the credit due to me.

This then begs the question why it took over 2 years, phone calls, WhatsApp massages, emails and visits to the office for this responsible person to resolve the problem? Is it lack of respect for her job, lack of respect for the clients or pure incompetence?

A small problem which took more than 2 years to be resolved has hit me badly financially due to travels to Emalahleni municipality offices from Johannesburg( 7 times), electricity disconnections due to my account owing and the loss of a very good paying tenant who left as he simply got tired of getting the power disconnect.

A special thanks to Mr Masie Machete, Bricks, Sindane and others I might not have known to part to help me resolve the problem, this employees has shown dedication to their jobs, have travelled the extra mile to deliver a service to their client. I hope this gets to Senior management so that they also recognize this good work by their employees. I must also add that Bricks took my calls while on sick leave and gave me the assurance my matter would get resolved.

And regarding the irresponsible lady employee in question, well if the Municipality really values their clients and is serious in giving quality customer service, they should make a plan about her as I am very sure I am not the only customer who is complaining about the lower than substandard treatment received from her, just thinking that she is on the Municipally payroll and my monthly payments contribute to her salary, this just makes my stomach turn.