Metro Prepaid - Bad Service

I got a Metro Prepaid meter installed in May 2022 thinking it would make things simpler, however, it's been anything but.... My tenant moved into the house in July and reported a leak inside the meter a few weeks later. The plumber who installed the meter fixed this but said it was an issue with the Metro Prepaid unit.

This morning (1st September) the water got cut off despite the meter showing that 4kl has been loaded. My tenant and I both called Metro Prepaid around 10am this morning and continued to call throughout the day. Nobody could give a straight answer to either of us, they just kept telling us they were "working on it". Eventually a fault was logged around 13h45 (nearly 4 hours after we first called) and they said it could take between 24/48 hours for technicians to come to the house. My tenant is not happy and I've had to offer him a rental refund for the time he is without water. On top of that I spent half my day on the phone to Metro Prepaid trying to get the issue sorted out. I asked to speak to a manager a number of times but he/she was never available. I tried to convey the urgency of the matter to the call centre helpers but they just said the company they use to fix the meters has a 24/48 hour call out policy so it's out of their hands. I regret installing this meter, it cost me a lot of money and a has caused nothing but problems in the 2 months my tenant has been using it. 12 hours later my tenant is still without water and reading the reviews here, I fear it may be a lot longer. Furthermore, my plumber said that Metro Prepaid are the best water meter company and there are no hidden costs apart from an extra R10 per kl that goes to Metro Prepaid, but water seems to be costing a lot more than before.