Wrongfully disconnection of electricity
Eskom has all these wonderful communication tools they promote for customers to use when they experience problems. However, the people who works these systems are *********** ito responding or resolving issues. My mothers electricity was wrongfully disconnected and even trying to reconnect was challenging
First of all, because of lockdown, I requested customer services to provide me with both April and May months accounts in order for me to make payments via eft. I paid the accounts but unfortunately used the incorrect reference number. I can understand that the monies (for the two accounts) were not allocated to her account but after contacting the customer services dept and providing proof of payment (which was also acknowledged by eskom) I thought the problem was resolved. As a matter of fact, I paid extra on the accounts, as received by eskom.
In June month, I was still about to request June's account and make payment but then realized that eskom never allocated the April and May's payments because she received an sms saying that she owes on this account. Subsequently her electricity was disconnected.
As soon as I heard this, I made contact with eskom and was told the monies doesn't reflect and I must send proof of payment again., of which I did. I also paid June months account plus an addition 990.00 rand for reconnection (which in my opinion should've been waved, but agent said that I need to pay the reconnection fee in order to have electricity reconnected within 24hours).
According to the agent, the matter would be filtered down to Bellville For reconnection, with a turn around time of 24 hours. This despite the fact that eskom acknowledged payments and confirmed that it was allocated to my moms account. She also took my number and said someone would call me. This did not happen and when I enquired about this the following day, the second eskom agent indicated that an, agent would never say that they would call. So, I was provided false information.
The following day, still no reconnection done. Smss were sent 2 days consecutive days with no response. Emails were sent, no response. The bellville branch was contacted and the switchboard operator said that no one was at the office (this is on a weekday morning).
I called the customer service once again, and provided the agent with the reference number for my last call to eskom. She gave me the same explanation of no payment reflected and that I need to provide proof of payment. She continued explaining that only then Bellville will be requested to reconnect my moms electricity. After explaining over and over and resending the proof of payment to her she continued explaining about the 24 hour turn around time. Which in essence mean that my mom would be without electricity for another day and night.
She resorted to telling me that I cannot blame her for this. This unprofessional statement was not received well and will not be tolerated. Never once was there an apology for the inconvenience caused by an ineffective customer service system or staff.
My complaint covers the following - *I was given false information by eskom. *The eskom email was used to communicate proof of payments but it was not captured which resulted into disconnection, which I was forced to pay in order to reconnect my moms electricity. * unprofessional services received after paying the so called "arrears" with reconnecting fees.
I would like to request written feedback on this matter. I will be sending my appeal to eskom head office as well.
Thank you Monique *** ***