shocking service from ekurhuleni

ACCOUNT NUMBER ********** 008 STRAUSS RONALD LEVY . Good day: For the past year and a half our water usage and sewerage at the premises ranged between 1-3 units a month. The reason being is that the house is unoccupied and we will only move back there at the end of November 2017. The reason for the low consumption (1-3 units per month) is because we go there on weekends to check that everything is ok. and intact. Obvious we will make a cup of coffee or go to the loo. We are entiteld to 6 free units water per month and the consumption is always below that. Consumption July 2016 2 units-September 3 units-October 1 unit -November 2units- December-Jan- 2017 no units (i was in hospital icu ). February/March/April2017 1 unit per month. May/june/July 2017 a whopping 25 units 14 units and more plus warning fees . On investigation we found out that the outside meter is gashing out water strongly at 3 places and took videos and photos of it. We duly reported it and also went to the offices no more that 6 times regarding this matter. A official that was working across the road came to help us and tried to close it somewhat - assuring us we will not be liable as the fault is on the outside meter. We went to the office several times to get someone out to fix it. Every time we were assured not to worry it is their meter and outside so we will not be liable. Complaining of the water that is being wasted mattered to no one in the department besides ourselves... It was like every one just shrug their shoulders and had the attitude of ''so what'' Eventually they fixed it and we went back to the offices to arrange for the credit. We were told it will take 3 months before credit will be passed as the meter had to normalize so they can see our average consumption (1-3 units) Bear in mind if they can see for the past year it was always 1-3 units i dont understand that it cannot ring a bell that suddenly 25 /14 and so forth units seems odd? It has normalise and is back to 1-3 units -the same -however 10 visits and no less that 17 calls (where i can speak to someone) 168 un-answerd calls we are still no where near receiving credit but do receive warning to cut the electricity for the unpaid account. On enquieries for copies of account i was told : ''its not that you don't receive the account it is because its not being delivered....makes sence?. On several occations i spoke to GUGU BUTHELEZI who originally assured me that i must be patient credit will be passed and she will refer it as a matter of urgency and because we battle so much to her supervisor. It takes 3 months to arrange for a credit. Countless calls to her and promises to sort this out ... nothing. Now she says there is no record of the report/ fixing/problem/leak or anything. Then she will get photos from her repair team and refer it to her manager.... I SHOWED HER THE VIDEOS AND PHOTOS WHEN WE REPORTED IT AND SEND IT TO HER AGAIN . Today she tells me her team says there is no leak and we cant get credit because our consumption is so low. What about the amounts charged during their waterleak ??? iT IS LIKE NO-ONE CAN COMPREHEND THIS AT THE OFFICES. She then referred me to '' Zuma'' when i insisted to speak to her supervisor. Very political- and i told her it is not president Zumas job to arrange for credit it is hers-Her reason for this answer is because i want to speak to higher authority. She also said the reason why she has not referred it to her supervisor on each and every communication we had where she said she would do it is because : Wait for it: ''She did not promise to do so'' but will do it today. Since when i ask do one only refer cases to your supervisor for assistance in resolving if you promise to do so ? Is it not bussiness ethics to do so when you tell a customer you would? She will only do it today because today she promise to do it ... 3 months later........No calls or request for supervisors to contact me since June yielded anything.... She cannot also ''arrange for a credit- because we dont use much water??????''. Endless calls to her supervisor Tshibiso Chaka ********** 880 (her number is ********** 990) remains unaswered. I feel outraged that she is patronising me and refering me to president Zuma to do her work?????. She cannot understand that although consumption were low when the leak occured it trippled the account.(from 1-3 units to over 40 units??) and now that it is fixed the account is back to the normal low consumption. She cannot understand that when a leak occurs on the meter itself it is EKURHULENIS RESPONSIBILITY . I n her mind if you are a low user then you must pay whatever and because its back to normal mow .. just forget the inflated accounts ??. The meter readers read the meter 3 times May June /July and they could not hear /see the leak.... How is it possible because when we looked at it it sounded like a waterfall and the cover was still on nogal/////. I was told it is not their responsibiity to report a leaking meter if they come accross it.... how is that possible.... is there not a service contract? As proof i have a video and photos and the next door neighbour and a family friend who brough a spanner for us to use to try and close it.. we could only do it partially as all the- i presume- washers? was worn out? The municipal guy working in the area also came to help but could not do much as well. Please assist me to get this resolved and bringing MRS/MISS BUTHELEZI to book. Copies of the video and photos and meter readings is available on request. One cannot speak to a manager or supervisor/their is no account call centre/you get shunted from pillar to post- you go into the offices and are met with distain and bad, bad bad customer service .The credit due is plus minus R981.47 . i AM AT MY WITS END. THANK YOU ********** 187 Minova