No power for days

To whom it may concern

My meter number is ***. I had a problem with weak power on the Thursday (19/03/2020). I reported the query and I got reference number ***. The reference number was rejected and I was not given a reason why. Even after the rejection I had no power. Friday the power was back for less 30 minutes and it was gone. I reported the problem and got reference number ***. I then followed up and the reference number was closed and the reason was, they have done temporary measures to ensure that we get power (and that the problem was with the transformer) and this was a lie. I reported the problem again and got reference number ***, and this was still on Friday. Nothing happened as usual, I called back to get feedback on Saturday, and I was told they couldn’t attend to the problem because of bad weather.

I called back again on Sunday (22/03/2020) around 11:00am and quoted reference number ***, spoke to Fezile Mathumba and there update I got was that out meter unit needs to be investigated. She couldn’t clarify what the update means, she escalated the issue to the supervisor in charge either Karabo Vanwek or Mandla Mathebula. Fekile said she will request the supervisor to get more details from the technical team and call me to give me feedback. She said the turn around time should be about an hour, so I should expect a call more or less after an hour. I received no call/sms from the Karabo/Mandla.

I called back again on Monday (23/3/2020) around 10:30am to get feedback, I talked to Anaki and she said the reference number was approved. I couldn’t understand what approve meant. Unfortunately I didn’t get her surname. The line was bad and we got disconnected. I called back immediately after we got disconnected and talked to Siwe Modjela, she said the technical team will be dispatched. I asked to talk to the supervisor and I talked to Maggi Nkgage (acting supervisor). She told me that the technical them will be dispatched but she had feedback that they are waiting for masks. I asked her to call me after 2 hours to update me and she agreed but as always there was no call.

I called back around 15:00pm and talked to Nonkuloleko Mkhize and she said that the reference number has been approved since around 9:00am. I asked if it is possible to talk to Maggi and get the feedback, but unfortunately I was transferred to a call centre in Kwazulu Natal. I asked to talk to the supervisor and I talked to Simphiwe Mdhele. As always he promised to find out what the problem or get feedback from the technical team and call me to update me. The call didn’t happen.

So basically it has been useless to talk to the supervisors cause they don’t keep to their promises and don’t care how we feel as customers. They know the chance of me getting through to the same call centre are slim, so I wound not find them again.

I called again Monday around 18:45 pm, I talked to Tshifhiwa. The update I got was the reference number I was using was rejected and changed to ***. The update I got was that the transformer need to be changed. He has it shows that this was updated 18:17pm but there was no ETA. He said he will escalate the issue so we can get ETA.

I called back Tuesday (24/03/2020) around 12:00pm to find out the update, I talked to Mafika Mothogwane and the update was that the reference has been approved. He has to find out more feedback from the technical team and sms me feedback. I don’t trust getting any communication from eskom unless I call them and the feedback I get is the reference number has been approved.

I have no power since Thursday. I have been reporting the matter to eskom countless times and nothing is been done. We are rounding in circles and as for the supervisors, I am disappointed.

This might not be urgent to eskom because my family is suffering . I am still back at square one, because even now, I don’t know when I have power back. I hope I will get help or positive feedback.