Not water due to Administrator issues at IGrow offices

This is an extremely upsetting review on IGrow Rentals.

1) Currently I am renting a townhouse in Summerville, through IGrow wealth and investments agency.

2) On friday 26th July 2024 the city came through to the property and gave me a letter stating that the water bill is not paid up to date and they are shutting off the water.

3) So I called IGrow, only to now be informed the last 3 managers / portfolio managers who were handling my profile at their offices has left their jobs, and another person has taken over.

4) This person took 2 hours to answer my call as he was busy in a meeting, all whilst in those 2 hours of me waiting to speak to someone at IGrow to query this water issue - I was awaiting to hear back from the city of Cape town as per my records, all my payments are up to date as of 6th of July 2024. Meaning all the monthly, or every second month the water invoice that IGrow issues to me as a tenant, is paid up to date (no invoice from the city is sent to me electronically or via hardcopy post).

The city advised me as I am a tenant on the properties, that they cannot discuss anything further as I am not the owner of the property. And I need to check in with the agency what is the issue or is there a issue with payemnts? Because the city said on their side there is a billing issue as they did not receive payment. (I AM SO UPSET AT THIS POINT).

5) So this gentleman from IGrow eventually says he will call me back in 5min. So he calls me back to say that he does see that there is a issue with payments. The issue is that the last 2 or 3 persons working at IGrow, did NOT CORRECTLY ALLOCATE FUNDS TO THE CITY AND TO THE OWNER. THE OWNER OF THE PROPERTY WAS PAID INCORRECTLY FOR THE WATER AND REFUSE FEES, AND SO THE CITY DID NOT GET THEIR PAYMENT SO NOW THE WATER IS SHUT OFF.

6) WOW

7) So I ask the gentleman what is the way forward to fix this situation? As its friday 26th of July 2024 15:50pm and their offices close at 4pm. The gentleman says, can we use a portion of your deposit to pay this outstanding amount. From there once you pay the August rental, we will pay the monies back into the deposit account and we will chat to the owner and explain why we will not be paying her this month from the August rental?

Again: WOW

8) The reason why IGrow won't use their funds to pay outstanding amount to the city is cos their account department is closed and the only funds that they can access is my portfolio where they can pull the funds from directly to pay the city.

9) This gentleman promised to make an immediate payment to the city, then he was going to call them and send them the proof of payment and then give me the reference number so that I can call the city and follow up as to when the city water teams will come out and fix this situation.

It is currently 16:41pm Sunday 28th of July 2024 and I have not heard from anyone regarding this matter, they do not care about their tenants, or how we as tenants have to manage this situation. Please note that I just had a baby boy, and my baby needs formula made every 3 hours, I needed to wash him and still cook, and do the laundry etc.

IGrow is not understanding of tenants needs and how we have to sacrifice to make our living situation work, because they have made such a massive error on their administration side.

Please do not plan on renting a property with them, as they do not put their tenants needs and safety and health as a priority. Unfortunately I hope and pray this is the last time I have write such a upsetting review on this rental company. We have been threatened so many times if we pay the monthly rental late? Then they will make sure that the late payment effects our credit record, and financially will effect us negatively. But now that I'm waiting 2 days (48 hours) With no water? How will this negatively effect IGrow?

If anyone has any other solutions to help me in this situation? I'm still awaiting feedback from your staff.