Eskom's terrible customer service.

I am Andile L. Klaas, living in Braamfischerville. On Sunday, the 28th of October 2018 our electricity got depleted, we purchased an electricity voucher and we could not load the token as the keypad was not functional. We tried loading it several times but it still was not working.

I then contacted customer care on Monday and was promised that there would be technicians from Princess, Roodeoort that will be sent to come and check, the reference number I received is ********** 39, I was told to wait for 4-7 hours for the technicians. I did and no technicians came, I called again in the evening for follow up, I was told that the request was rejected and there was no valid reason why it was rejected, I was given another follow up reference which was ********** 96 and was told to wait for seven more hours waiting for technicians to come whilst we are out of electricity. I called back on Tuesday, 30th October 2018. The necessary troubleshooting was done by an agent by the name of Vuyiseka and even went the extra mile of updating our address which was incorrect. She gave me the 40-digits token that would have helped us to load the electricity, however, the problem still persisted. Upon calling again, I got through to her and she promised that she will send technicians as it was clear that it is the metre which was faulty, which I had to wait for hours and none of came came. this was the referrence number I received ********** 31.

on Wednesday the 31st October 2018 I called again and was assisted by Ntokozo who was unwilling to assist me. She told me that they cannot send technicians to Braamfischer as the place is a Red Zone, that we need to wait till further notice until technicians are released to go to Braamfischer, not unless I go to the nearest offices but does not what or how I will be assisted, then hung up as I requested to speak to her superior. Subsequent to that, I called again and was assisted by Akhona, who gave me the reference number ********** 57 and told me that tecnicians will come and access, which they did not. The last ref number I received was ********** 73. To this day, there has been no communication or assistance I have received from eskom and we are left without electricity.

As it is, I am slowly getting into a financial crisis as I had to dispose of all the food items in the fridge as they were spoiled. It is not safe for the children as we live with two toddlers in a two-roomed house and we need to use a gas stove to cook and get warm water. It is quite shocking to receive such poor customer service from such a big institution as we have gone for over five days without electricity. The agents have given us different excuses and stories, which is totally unfair for members of society that religiously pay for services but when they need to be assisted, nothing is done and no one bothers to follow up and check if they were assisted or not. yet all I am being given are reference number that they know nothing will be done about them.

I demand urgent response to the matter from the management or stakeholders as I cannot be sent from pillar to post over such n issue which could have been resolved a long time ago.