A massive increase on my water bill and leakage. No one willing to take accountability. I have to pay. Worse service ever.

I am writing to formally express my deep disappointment and frustration regarding the continued poor service and lack of accountability from both Mafadi and Ideal Metering (Idfin) concerning my water bill at Orange View Complex, Soweto.

My household consists of two adults and two toddlers, who share one bath per day. We use a washing machine occasionally and drink bottled water. Despite these modest habits—and despite frequent water shedding in the area—our water bills have consistently been abnormally high, with no reasonable explanation provided.

1. Lack of Communication Regarding Prepaid Metering In September 2025, I received a monthly statement excluding the water bill. I immediately contacted Henry Janse van Rensburg who is Head of department 20/09/2025, who forwarded my email to Zanleigh in the Debtors Department. Zanleigh only responded on 23/09/2025, stating that water would now be charged via the prepaid electricity meter—a significant change we were never informed about in advance.

I rep**** requesting a reason and clarification, but my message remains unanswered to this day.

2. Excessive Charges and Disregarded Dispute 03/10/2025 I emailed Evelyn Naicker requesting a water bill she responded with a email showing an amount of R708—a massive increase from the usual R400. I immediately disputed the bill and requested an investigation. Evelyn never responded.

On 09/10/2025, I escalated the matter to Mariette Ihlenfeldt (Idfin), Henry Janse van Rensburg, and Juanita de Beer a CFO at ALSA. Mariette rep****, claiming the readings were correct and sent photos of both hot and cold meters.

Upon reviewing the meters myself, I discovered a discrepancy in one of them and that it was leaking. I contacted Juanita, who advised I send her photos, which I did. She escalated the matter again to Mariette and Henry.

Mariette responded, ignoring the visible discrepancy and refused to compare the readings from the meter against those billed. I asked how much we are charged per kilolitre and who is responsible for the leak—no response was given.

Despite my protests, I was forced to pay R708 before I could purchase electricity. This amount is significant to me and cannot be brushed aside. I am now afraid to repair the leaking meter for fear of being accused of tampering with property that is not mine.

3. Unprofessional Conduct and Neglect The lack of transparency, poor communication, and dismissive handling of my repeated concerns suggest I am being undermined and ignored—perhaps because I purchased in Soweto. It feels as though my concerns are not taken seriously, and that my money is being extracted with no accountability in return.

To date no explanation for the inflated bill has been given. No breakdown of cost per kilolitre was provided. No resolution to the leaking meter has been initiated. No party has taken responsibility for the ongoing issues.

I am requesting the following immediate actions: 1. A detailed breakdown of the R708 charge, including the rate per kilolitre and exact usage. 2. A proper investigation into the leaking meter and written confirmation of who is responsible for its repair. 3. A response to why the water charges were suddenly moved to the prepaid electricity meter without any prior communication. 4. A refund or credit if overbilling is confirmed due to the leakage or error in meter reading.

I hope this matter can be resolved promptly and professionally.

My advise to anyone never buy a unit where Mafadi and Idfin are operating you will regret. They offer bad service and very good at ignoring your emails.