Sub standard contracted service providers

Good morning

My name is Philadelphia Chauke

I have a complaint with regard to a claim I logged on Thursday the 24th July 2025, I had an electricity issue at my house whereby there was a trip on the electrical distribution box it was tripping when I switch on my microwave, I tried several times to switch it on then the earth leakage and the circuit breaker were up but there was no power still, I then reported the matter to absa home loan claims and a company service provider A-Z On Call was appointed with a reference number 25-***-H-01 and they contacted me and eventually came.

So my complaint is that they opened the DB box but they could not pick up what the problem was form the onset, they requested to see the municipal electrical connection box and the prepaid meter key pad, then they changed the batteries of the prepaid meter box and ended up saying the problem was with the City of Tshwane electrical box as they also went to the main connection box to check, afterwards I called the city of Tshwane who came and checked and they indicated that all was fine on their site nothing was wrong, however they looked at the db box and they picked up that the problem was with the earth leakage and the circuit breaker were finished and needed to be replaced, I then called A-Z On Call again and told them what the city of Tshwane said they then came back and told me that they can replace them for me at a cost as the bank does not pay for the parts.

We then agreed that they will buy the parts from their supplier and install for me, but they first they will call while there and inform me about the price of the parts needed, I agreed and I was told that the cost of both parts was R1300 and labour was R350 they then came back and install one part and then they strapped the wires of the stove and the geyser that has nothing to do with the problem and told me that those appliances will not work because the wiring of my house was too old and it will burn the house but they can re-wire for me at a cost, I then got worried that now they pick up more problems and pilling up hence other appliances were working with the same wiring. After they have left I felt uncomfortable and decided to call another electrician who came and checked at the db box and he told me that A-Z on call messed up the wires on the box but he managed to fix it and also connected the stove and the geyser which worked and are currently still working.

I then noticed that A-Z On Call charged me for two parts but only replaced one part and never gave me the receipts for those parts, when I called them and quiried it they told me that they will bring them on the next day, however they only brought the part without receipts.

I know the agreement was between me and A-Z on call but as the service provider appointed by the bank I trusted them and expected them to know what they are doing but they could not pick up what was the problem which was picked up by the City of Tshwane, secondly they messed up with the wiring of my stove and disconnected my geyser for no reason and costed me to pay them and another electrician, thirdly my prepaid meter no longer reading my electricity.

Their actions was unprofessional because according to my judgment of which I might be wrong but I sense that they were messing up my wires with the intention of creating additional job for themselves at a cost and therefore put my house to risk of fire by messing up the wiring on my db box and their actions might give absa insurance a bad image and reputation as the company was appointed and recommended by them.

I am not sure what action absa will take against A-Z On Call but I am not happy as a costumer