ESKOM REFUND 6 - 8 Months

The "service" that I received and continue to receive from Eskom is appalling. I first contacted them for connection of a newly built residence in a complex that they had targeted for conversion to prepaid. Due to this, I requested that I have a prepaid from the beginning but was told that I have to open an account first for a post paid system and then convert afterwards - the logic of which baffled me. This was December 2017.

The connection was effected, with numerous power interruptions and technician interactions, but I could not see the usage on the CIU for many reasons provided by Eskom customer service, among them the issue of the meter being "bridged". Fast forward to 20 March 2018, I still could not monitor or verify my usage through the CIU. In the meanwhile, I was paying the monthly bills - unverified! On the same day, I contacted the customer service centre and a technician was once again dispatched to attend to the issue. Then the surprise was that I had been put on a wrong tariff all along...therefore the CIU unable to pair with the meter.

27 March 2018 - Power interruption, reference number provided... 27 March 2018 - the CIU could now accept the prepaid voucher. 03 April 2018 - I called Eskom to close the post paid account and refund the deposited funds

I made numerous follow-up until the 18 May 2018 and on this day I was told that Eskom could not read the meter and they needed to determine the last post paid billing amount before closing the account. Technicians would be dispatched from Fourways to come and take a reading (this was my suggestion to resolve "we can't see anything on our system" answer). I was promised feedback by COB on the same day...nothing came through.

22 May 2018 - I called to complain about the bills that I was still receiving even though I had moved to prepaid, along with threatening messages of disconnection. I called customer services to complain and follow up on the outstanding confirmation of closure and refund. The response was that the account will continue to be billed until it is closed and this can take 4 - 6 months and in the meantime I should just pay the account and this will be refunded in the end. To which I protested as I cannot be expected to service these bills and buy prepaid vouchers to cover my usage. She said "I am noting this and will advise shortly"

After many other follow-ups, on 29 June 2018 I was told that I should send my proof of banking details for the refund to be effected. The email response on the 01 July 2018 to my email was as follows:

"Kindly note that a terminated credit refund status request case has been logged and has been sent to the relevant department to process your refund. Your expected query resolution time will be 6-8 weeks for feedback, excluding weekends and public holidays. Please be advised that all refunds are subject to verification and authorization and will be paid to you once we complete this process. Should you wish to follow up on this email, please quote the following reference number:" I further called on the 03 August to inquire on the progress of the refund and was told the standard "it takes 6 - 8 weeks". I sent an email today, 28 August 2018 to ask again about the progress and this time the response was:

" Thank you for using Eskom’s e-mail facility. We refer to your e-mail received on 28 August 2018 at 08:44 regarding your refund. Please accept our sincere apology for any inconvenience that may have been caused by the delayed response regarding the above-mentioned matter.

REFERENCE NUMBER- ********** 78

Kindly note that your terminated credit refund request is still in process and it has been sent to relevant department to assist you.

Should you wish to follow up on this email, please quote the following reference number: ********** 78."

11 reference numbers later, and I am still waiting for resolution.

This is highly unfair of Eskom, to *******ly withhold funds due back to the customer because of your inefficiencies. And I suppose if one was behind in paying the post paid account threatening sms messages or telephone calls would have been made, even debt collection.

To the public out there, BEWARE!