Extremely Poor Service – Unexplained Electricity Consumption and No Resolution

I am extremely disappointed with the service received from Protea Metering.

Our electricity consumption has remained relatively consistent, yet the consumption reflected on the Protea system has suddenly almost doubled since April, despite no significant change in our actual usage.

What is even more frustrating is that I raised this exact concern with Protea Metering more than a month ago, but despite bringing the matter to their attention, nothing has been resolved and the situation remains unchanged.

Our latest credit balance has also not refreshed since Sunday, yet our electricity has now been disconnected. We have no way of confirming whether the credits we purchased were actually consumed, incorrectly deducted, or whether there is a problem with the meter or Protea's system.

Customers should be able to clearly see and reconcile their electricity purchases, consumption and remaining credit. Instead, we are left with unexplained increases in consumption, outdated credit information and now a disconnection. We have had days were they are power outages for days consecutively but the usage still comes high.

I expect Protea Metering to urgently provide a complete transaction and consumption history, including the meter readings, credits purchased, daily kWh consumption, deductions and a clear calculation showing exactly how the credits were exhausted.

It is extremely disappointing that a complaint raised over a month ago has still not been resolved, while the problem has now resulted in our electricity being disconnected.

Protea Metering needs to urgently investigate this matter, explain the unexplained increase in consumption, restore the electricity and provide a transparent reconciliation of the credits and meter readings.