Unacceptable Service and Unreasonable Refund Delay

Unacceptable Service and Unreasonable Refund Delay

I was asked by Embay Meter to pay upfront for the replacement of a meter box for my unit. I was told that payment had to be made immediately so that their team could come out and replace it. As instructed, I made the payment.

When their technical team arrived, they discovered that the issue was not with the meter box at all, but with the main box. In other words, I was asked to pay for a replacement based on an incorrect diagnosis.

I was then instructed to complete a refund form, which I did and submitted on Saturday. Seven days later, I still have not received my refund. I followed up and was informed by Kagiso that she is also unsure of when the refund will be processed.

It is completely unreasonable to expect a customer to wait seven days for the return of their own money, particularly when the error originated from Enbaya Meter's side. The lack of clarity around the refund process and the fact that staff cannot provide a definite answer is extremely frustrating and unprofessional.

More concerning is the conduct of the technical team, who appeared to rush to quote and collect payment for a replacement before properly diagnosing the actual problem. Customers should not be expected to pay for a service or replacement that was recommended without an accurate assessment.

I expect my refund to be processed without any further delay, along with a proper explanation as to why this situation occurred in the first place.