Lack of Communication Resulted in Unfair Disconnection

I am extremely disappointed and shocked by the level of customer service we have received.

We moved in during August, and my husband signed up in person, providing all required information, including our email addresses. For the first two months, we received SMS notifications with the amount due. After that, all communication stopped.

We never received monthly statements, meter readings, or payment notifications. Despite repeatedly reaching out and requesting monthly statements so we could track our usage, nothing was sent. Instead, our service was disconnected without proper notice.

We were later told that our email addresses were “not registered,” despite there being a clear email trail where we asked them to update and confirm our details. When we requested proof that SMS or emails had been sent, none could be provided. Their response was simply that it is “not their fault if messages don’t go through.” If that’s the case, whose responsibility is it to ensure customer contact details are correct and communication is successful?

My husband had to go to their offices in person to resolve the issue, only to find out we had already been disconnected and were required to pay a reconnection fee — even though a payment had already been made after receiving a single SMS on the 17th. We were told that nothing could be done.

There is a complete lack of accountability, follow-up, and customer care. Communication systems are clearly not monitored, and customers are penalized for the company’s own administrative failures.

Avoid this company at all costs. They do not value their clients and appear to be focused solely on collecting money, regardless of fairness or service quality.