And again?

GoSolr as a company, which is supposed to be serving clients, continues to amaze me.

After my ongoing problems with the installation of the system at my house in February 2026, and a very unsuccessful upgrade of the system in April 2026, I have suddenly developed all kinds of problems making payments to GoSolr.

The deduction from my bank account on 1 May 2026 was not made by debit order as expected. After I received an email reminder about the outstanding payment at the beginning of May 2026, GoSolr called me. Faryn from finance told me that the debit was not processed and that I had to make a one-off electronic payment to them. I undertook to look into matter.

On the following day, when one of GoSolr’s specialists (Thys) was at my house to try and solve my ongoing problems with the system, especially with the batteries, I told him about the payment problems that arose at the end of the month. He undertook to get someone from the company to contact me.

On 21 May 2026, I received an email from Chenice Kamimbi about the outstanding payment and she also provided me with banking details. To this email I responded saying how disappointed I was with the company’s lack of professionalism and their insistence that I make a payment for a system that was still not working after upgrading from 3 to 6 batteries. In actual fact, the upgrade to 6 batteries left me in a worse position than before when I only had 3 batteries.

In response, I received a telephone call from her. She said that she understood my problem, that I should leave it with her, and that she would take up the matter with the management. She also said that I should wait for her feedback before doing anything. Despite this undertaking, I still got frequent email reminders from the finance department about the outstanding payment.

On the morning of 25 May 2026, I received a DebiCheck from my bank for GoSolr. I approved the DebiCheck for the deduction on 1 June 2026. This debit order was also not processed. When I saw that the payment to GoSolr did not reflect on my bank statement, I contacted my bank. I was told that the debit order could not be processed by the bank because there were now two DebiChecks for GoSolr for different amounts againt my account and that the bank could process two conflicting requests. The two DebiChecks were in actual fact for the initial installation (a lower amount) and for the upgrade (a higher amount). GoSolr did not request the cancellation of the first DebiCheck before requesting the new DebiCheck against my account.

Keeping in mind that the system was only installed in February 2026, I received an email from GoSolr on 29 May 2026 to inform me that there will be an annual increase of 4% (apparently below inflation) from 1 July 2026. How is it possible to pay an annual increase of 4% if I signed a contract only 4 months ago for a system that is still not working?

A GoSolr consultant from Cape Town (Jason) called me back after leaving a message for him after receiving the email above. Jason assured me that the increase did not apply to me as my installation only took place in February 2026.

When I thought that this problem was solved, I received a call on Monday 1 June 2026 from GoSolr’s finance department. Faryn was on the line and she asked me about the money outstanding from May. When I told her that I was still waiting for a reply from Chenice about the matter, she told me that she made arrangements with me to make the payment. She also asked if I had any proof to cover myself because I did not make the outstanding payment.

I thought that this was extremely rude and unprofessional. It seems to me as if people at the same company do not communicate with one another about the circumstances of a specific customer. Is there no customer profile with notes being maintained by different people at the company? Do the different people at the company not know what is happening on the same account – my account? I Am I supposed to tell my whole sad story to everyone working at GoSolr?

Today, 3 June 2026, the 6 new batteries of the upgraded system were eventually replaced to make sure that the system work together by charging and releasing at the same time. This process was overseen by Thys. What a milestone!

I would like to thank Thys and Jason sincerely for the excellent service and support that I received from them, but I realise that they cannot work on their own without the support from the rest of their company. It seems to me as if their hard work is being undone by other people in the company who do not keep track of what is happening with sepcific customers.

Believing that the 6 new batteries will solve all the problems that I have experienced since the upgrade, and that I will have a system that is working 100% from June 2026, what will GoSolr’s finance department do now:

1. Will they still insist on a payment of 1 May for a system that did not work, and for a resolution that I am still waiting for? 2. Will they resolve the payment of 1 June by rectifying the DebiChecks against my account? 3. Will they charge me an annual increase for a system, partially working, that I have only had for 4 months?

Your hope is as good as mine.

Bernard Ruthven

***