Appauling Customer Service and Broad Day Light *******

When my tenants returned from holidays on 31 December 2024 evening, they had no water in the flat due to a faulty meter. When the tenants called Ideal Prepaid an agent by the name of Njabulo asked what error code was on the faulty meter and the tenants confirmed that it was "ERROR 2'. According to this agent error 2 was a faulty battery and he said Ideal Prepaid would dispatch a tecnician to come replace the battery which they didn't. On 01 January 2025, numerous follow up calls were made to Ideal Prepaid and they kept promising to send a technician. On 02 January 2025 which was 3 days later, there was still no technician that came to the flat to fix the meter and my tenants with their kids were without water. This time they told us unfortunately all their technicians were on leave and would return on the 6th of January 2025. I was shocked by their lack of care and empathy for their clients and at the same time appalled by their incompetency. Joel from Ideal Prepaid said the only way was to wait until the 6th, WOW or otherwise get a plumber to bypass the meter until their technicians come back on the 6th. I told him I had no money for a private plumber then he said he'd call Merville properties to assist with their plumber. Again nobody told me this would be the owner's expense. I learned about this expense when the plumber at the property which I had no choice but to pay for the sake of my tenants. Ideal Prepaid sent me a installation quote of R3950 on the 6th of January and they refuse to fix the meter until I approve the quote. Why is this an installation when it was a battery that was faulty? This is broad day light *******! I want your management to investigate and have a resolution on this. How could Ideal Prepaid have all the technicians on leave in the same period and not have contingency plans in place? Please tell me if any of your directors of Ideal Prepaid would survive a day without water? And if this was a white family none of this **** would have happened to them. You want black folks money but you do not give them the same standard of customer service as your white clients.