1 reviews | Active since Mar 2025
********** Experience – Unfair Billing
This building has a deeply troubling pattern of billing manipulation and extremely poor customer care.
Ithemba periodically cooks up unreasonable water billing amounts, and tenants are then forced to pay, because their so-called “investigations” always conclude that there are no leaks or faults which is simply not true. There is no transparency, no proper evidence, and no fair dispute resolution process. You are made liable by default, regardless of logic or facts.
At the Jewel City customer care office, you literally have to beg for assistance. There is no urgency, no accountability, and no genuine care for tenants. Those agents are simply display ornaments. It is very clear that tenant well-being only matters when it benefits their pockets.
Due to a false and inflated water bill, I was locked out of my apartment, forcing me to pay half the amount under pressure, just to regain access. Even after making payment in good faith, my WiFi was not restored for almost two weeks, despite three follow-ups and I am still waiting to this day.
This experience has been stressful, unfair, and exhausting. Poor service, dishonest billing practices, and shocking customer care make this one of the worst rental experiences I’ve ever had.
I strongly advise potential tenants to think very carefully before moving into this building.
Thank you for raising your concerns and bringing the matter regarding your water billing to our attention.
Please note that at Ithemba, we are committed to assisting our tenants in a fair, transparent, and professional manner. When addressing water-related queries, we follow a standard process which includes conducting leak inspections while the tenant is present. This ensures that the investigation is transparent and that all parties can verify the findings.
In instances where no visible or hidden leaks are detected, and no faults are identified with the water meter servicing the unit, we are unfortunately unable to assume responsibility for any charges incurred during the billing period. In such cases, the water usage reflected on the account is based on the readings recorded by the meter assigned to the unit, and these readings are therefore considered accurate for billing purposes.
We would also like to extend our sincere apologies for your experience when visiting our offices. We noted that you had requested a meeting with the department responsible for utility billing. Due to the high volume of queries handled by this department, meetings are arranged by appointment to ensure that sufficient time can be allocated to each matter. An email was previously sent requesting that you confirm a suitable date and time for the meeting; however, we did not receive a response. Should you still wish to proceed with this meeting, we kindly ask that you respond to the same ticket and provide a convenient date and time so that the appointment can be scheduled accordingly.
Furthermore, please note that the WiFi deactivation process is automated within our system. This means that when an outstanding balance is detected on an account, the WiFi service is automatically suspended. The connection is then reinstated once the required payment has been received and the account reflects that the outstanding balance has been settled in accordance with the rental invoice.
Should you wish to monitor your water usage more regularly, you are welcome to contact your building manager, who will be able to assist in arranging scheduled meter reading checks. This can help provide greater visibility on your usage and allow you to track how the readings correspond with the charges reflected on your monthly statement.
We appreciate your understanding and remain available should you require any further clarification or assistance.
Sincerely
Ithemba Propety
Best regards,
Thank you for raising your concerns and bringing the matter regarding your water billing to our attention.
Please note that at Ithemba, we are committed to assisting our tenants in a fair, transparent, and professional manner. When addressing water-related queries, we follow a standard process which includes conducting leak inspections while the tenant is present. This ensures that the investigation is transparent and that all parties can verify the findings.
In instances where no visible or hidden leaks are detected, and no faults are identified with the water meter servicing the unit, we are unfortunately unable to assume responsibility for any charges incurred during the billing period. In such cases, the water usage reflected on the account is based on the readings recorded by the meter assigned to the unit, and these readings are therefore considered accurate for billing purposes.
We would also like to extend our sincere apologies for your experience when visiting our offices. We noted that you had requested a meeting with the department responsible for utility billing. Due to the high volume of queries handled by this department, meetings are arranged by appointment to ensure that sufficient time can be allocated to each matter. An email was previously sent requesting that you confirm a suitable date and time for the meeting; however, we did not receive a response. Should you still wish to proceed with this meeting, we kindly ask that you respond to the same ticket and provide a convenient date and time so that the appointment can be scheduled accordingly.
Furthermore, please note that the WiFi deactivation process is automated within our system. This means that when an outstanding balance is detected on an account, the WiFi service is automatically suspended. The connection is then reinstated once the required payment has been received and the account reflects that the outstanding balance has been settled in accordance with the rental invoice.
Should you wish to monitor your water usage more regularly, you are welcome to contact your building manager, who will be able to assist in arranging scheduled meter reading checks. This can help provide greater visibility on your usage and allow you to track how the readings correspond with the charges reflected on your monthly statement.
We appreciate your understanding and remain available should you require any further clarification or assistance.
Sincerely
Ithemba Propety
Best regards,