1 reviews | Active since Nov 2016
Formal Complaint: Incorrect Meter Readings, Fluctuating Balances and Request for Detailed Statement
Dear Protea Metering Customer Service,
I am writing to lodge a formal complaint regarding the accuracy of my meter readings and the balances reflected in the communication I receive from Protea Metering.
I have noticed significant and unexplained fluctuations in my electricity and water balances, and I am concerned that the readings and/or calculations being used may be incorrect.
For example, the balances reflected on different dates were as follows:
24 July
R226
25 July
R285
17 August
R224
18 August
R80
21 August
R244
22 August
R234
23 August
R0 / No credit
These fluctuations are concerning and require a proper explanation. In particular, I would like to understand how my balance could decrease from R224 on 17 August to only R80 on 18 August, and then increase again to R244 on 21 August. Similarly, there was an increase from R226 on 24 July to R285 on 25 July.
I therefore require clarification on the following:
1. How are my electricity and water charges calculated? 2. What are my actual meter readings for electricity and water for each billing period? 3. What is my average daily consumption for electricity and water? 4. How are the daily consumption amounts converted into the rand balances reflected in your emails? 5. Why are there such significant fluctuations in my balances from one day to another? 6. Are there any estimated readings, adjustments, fees, service charges, arrears or other charges being app**** to my account? 7. Could there potentially be a fault with my meter, and can the meter be physically inspected and tested? 8. I would also like to receive a full and detailed statement/account history showing all meter readings, consumption, charges, credits, adjustments and transactions for the relevant period.
I previously spoke to Sean from Protea Metering last week regarding this matter. I was advised that someone would get back to me, but I have unfortunately not received any feedback.
I am extremely unhappy with the level of service I have received in this regard. As a customer, I should be able to obtain a clear explanation of how my utility consumption is being measured and how the amounts I am being charged are calculated. It is particularly concerning when the balances fluctuate substantially without any explanation.
I am therefore requesting that this matter be formally investigated and that someone from Protea Metering contact me directly to explain the readings and calculations.
Please provide me with:
* My detailed statement; * The actual meter readings and consumption history; * The calculation of my daily electricity and water consumption; * A breakdown of all charges and adjustments; * An explanation for the fluctuations listed above; and * Confirmation of whether my meter needs to be inspected or tested.
I would appreciate a written response as well as a telephone call from someone who is able to properly investigate and explain the account, rather than simply providing the current balance.
I look forward to receiving urgent feedback and a satisfactory resolution to this matter.
Kind regards,
Andiswa
The account balance is a reflection of the consumption vs. the payments that you make. The balance is completely up to the consumer to maintain, as only the consumer uses the services inside their unit, and payments are made by the consumer. The balance cannot stay the same every day, because consumption is never-ending, and payments are made on a consistent basis. Whenever you are consuming more than the amount in your wallet, you will run out of credits and the electricity meter will switch off. This typically happens if payments are not keeping track of the actual consumption of utilities, resulting in the credit to run out.
It is not possible to share statements and detailed invoices on this platform. However, all the information that you are requesting, and more, is already available on your online profile. Please log in on your profile to view, among others:
- Full history of daily readings and consumption of both electricity and water.
- Detailed monthly invoices, reflecting start- and end readings, read dates, units consumed and the applicable amounts.
- Full account statement.
- Consumption of electricity and water since last invoice i.e. units consumed and related amounts since the last bill.
- Remaining credit balance
Kind regards,
Protea Metering
711SAF1
The account balance is a reflection of the consumption vs. the payments that you make. The balance is completely up to the consumer to maintain, as only the consumer uses the services inside their unit, and payments are made by the consumer. The balance cannot stay the same every day, because consumption is never-ending, and payments are made on a consistent basis. Whenever you are consuming more than the amount in your wallet, you will run out of credits and the electricity meter will switch off. This typically happens if payments are not keeping track of the actual consumption of utilities, resulting in the credit to run out.
It is not possible to share statements and detailed invoices on this platform. However, all the information that you are requesting, and more, is already available on your online profile. Please log in on your profile to view, among others:
- Full history of daily readings and consumption of both electricity and water.
- Detailed monthly invoices, reflecting start- and end readings, read dates, units consumed and the applicable amounts.
- Full account statement.
- Consumption of electricity and water since last invoice i.e. units consumed and related amounts since the last bill.
- Remaining credit balance
Kind regards,
Protea Metering
711SAF1
The R61 difference will be from the previous reading (take note of date & timeslot) to the latest readings (take note of date & timeslot). Every time that readings are downloaded, the consumption for that timeframe gets calculated and deducted from the remaining credit, thus the balance gets adjusted.
It is unfortunately not possible to share screenshots from your online profile on this platform.
We will elaborate in email, where we are able to provide snips from your online profile.
Kind regards,
Protea Metering
The R61 difference will be from the previous reading (take note of date & timeslot) to the latest readings (take note of date & timeslot). Every time that readings are downloaded, the consumption for that timeframe gets calculated and deducted from the remaining credit, thus the balance gets adjusted.
It is unfortunately not possible to share screenshots from your online profile on this platform.
We will elaborate in email, where we are able to provide snips from your online profile.
Kind regards,
Protea Metering