Terrible customer service

To fair, Idealprepaid is not a bad service provider. It's a lot better than our complex's previous metering company.

The problem I have is they have bad communication with customers.

Our complex switched to Idealprepaid at the end of November 2018. They ensured that they communicated how to top up our prepaid meters but neglected to inform us how they were gona bill us for water usage and that from now on we'll be billed on intercom charges (on behalf of the body corporate, this is fair but letting us know would have been appreciated).

A month later they only send an SMS bill (with the water usage and intercom charges) saying that it will be deducted from our meter and to make sure it's got sufficient funds.

1. We didn't know at what rate they'd convert the Rand charges to KWh so we loaded electricity sufficient enough to cover the bill.

2. A month later, I'm trying to top up our electricity (22nd of Jan, with enough electricity until payday) and to our shock we're informed that our meter was in arrears so they've app**** the top up amount to the arrears (which we thought were deducted from our meter) together with the latest bill's outstanding (received on the 21st of Jan). This a inconvinience because we thought December bill was settled by deducting it from our meter.

3. Why don't we get an invoice for the amounts owing together with readings for the water so that we can sense check the usage and also due date for when the charges will be deducted from the meter/deducted from top up tokens.

Good service but your non-disclosure of the issues above let's you terribly down.

Kind regards,