1 reviews | Active since Feb 2016
Formal Complaint Regarding Incorrect Credit Deductions and Power Disconnection
I am writing to formally lodge a complaint regarding the unacceptable issues I have experienced with your electricity system and mobile application.
On the morning of 17th November 2025 , my electricity account reflected a sufficient positive balance. However, later in the day, my electricity was disconnected without any prior warning or notification. Upon checking my balance, I was shocked to discover that it now displayed –R100, despite no usage that could justify such a deduction.
This clearly indicates a serious fault with your system or application, as it is not updating balances accurately or in real time. Such discrepancies undermine customer confidence and raise concerns about the integrity and reliability of your billing processes.
I am therefore requesting the following:
A full investigation into the incorrect deduction and sudden disconnection
A clear explanation of how such errors occurred.
Confirmation of measures you will take to prevent similar issues from happening again.
I would also like clarity on why the Shared Services fee for Protea Park is R31.88 per day, while at Davland Gardens it is only R2.67 per day, even though both areas fall under Protea Metering. This discrepancy is alarming and raises serious concerns about fairness and transparency in your billing practices. At this point, your system and charges need to be thoroughly investigated.
As a paying customer, I expect transparency, accuracy, and reliable service. I trust that this matter will receive your urgent attention.
Please note that your OAMI profile reflects both the remaining credit, as well as the latest readings that were recorded on the same screen:
Remaining Credit: R XX.XX on 20/11/2025 08:41 AM
Consumption since latest invoice
| Meter | Tariff | Read Date | Start Read | Latest Reading | Days | Usage | Units | Amount
| ***6 | Esk Ener PP (Homep4) | 20/11/2025 08:41 | 22744 | 22910.82 | 19 | 166.82 | KWH | R567.01
| *** | COJ Water Dom | 20/11/2025 04:01 | 655 | 658.402 | 19 | 3.402 | KLw | R0.00
| Shared Services @ | R 31.88 per day | 20/11/2025 00:00 | | | 20 | R | R637.65
Consumers are aware of what their daily expense is. It is important for a consumer to check the latest reading date for the sake of taking note if there are days that did not upload yet and make provision for that by ensuring a sufficient credit to cover that.
As a service provider we are aware of the importance to properly maintain our inhouse systems and provide the best possible service. The smart metering is an intricate system, and not all back-up services are inhouse - some of the functionalities are reliant on 3rd party service providers, for example the signals that are required to maintain the communication between the meters and our servers.
It would be unrealistic, and untruthful of anybody to guarantee that nothing will ever go wrong. The reality is that anything may go wrong at any time, whether inhouse or at a 3rd party service provider's level. We all deal with various kind of service failures on a daily basis, for example there are often power failures, cell phone network failures, internet connection problems and so forth, where we as consumers have to be prepared to navigate through such challenges.
A consumer who understands that it is not possible for a service provider to give the assurance that nothing will ever go wrong and take ownership of what they can do to harness themselves for specific scenarios, is the one who will be prepared for an incident like this.
In this case there were a number of days where the daily consumption for those days did not deduct from the available credit amount. Please make sure that you keep on paying sufficiently according to your normal daily requirement even in times where the daily consumption is not deducted. If managed like this the electricity will not switch off the moment that the deduction is done for a few day's consumption at once.
We sincerely regret the inconvenience that you have suffered. We are doing all in our power to prevent these scenarios from happening, but it would be a lie to state that it will never happen again. There are too many factors in the supply chain for smart meters and the best course of action on your side is to keep up the payments to match what your daily consumption is.
Please do not hesitate to get in touch with us on our office line or via email, should you require any additional information or assistance.
Kind regards2031PGP2
Please note that your OAMI profile reflects both the remaining credit, as well as the latest readings that were recorded on the same screen:
Remaining Credit: R XX.XX on 20/11/2025 08:41 AM
Consumption since latest invoice
| Meter | Tariff | Read Date | Start Read | Latest Reading | Days | Usage | Units | Amount
| ***6 | Esk Ener PP (Homep4) | 20/11/2025 08:41 | 22744 | 22910.82 | 19 | 166.82 | KWH | R567.01
| *** | COJ Water Dom | 20/11/2025 04:01 | 655 | 658.402 | 19 | 3.402 | KLw | R0.00
| Shared Services @ | R 31.88 per day | 20/11/2025 00:00 | | | 20 | R | R637.65
Consumers are aware of what their daily expense is. It is important for a consumer to check the latest reading date for the sake of taking note if there are days that did not upload yet and make provision for that by ensuring a sufficient credit to cover that.
As a service provider we are aware of the importance to properly maintain our inhouse systems and provide the best possible service. The smart metering is an intricate system, and not all back-up services are inhouse - some of the functionalities are reliant on 3rd party service providers, for example the signals that are required to maintain the communication between the meters and our servers.
It would be unrealistic, and untruthful of anybody to guarantee that nothing will ever go wrong. The reality is that anything may go wrong at any time, whether inhouse or at a 3rd party service provider's level. We all deal with various kind of service failures on a daily basis, for example there are often power failures, cell phone network failures, internet connection problems and so forth, where we as consumers have to be prepared to navigate through such challenges.
A consumer who understands that it is not possible for a service provider to give the assurance that nothing will ever go wrong and take ownership of what they can do to harness themselves for specific scenarios, is the one who will be prepared for an incident like this.
In this case there were a number of days where the daily consumption for those days did not deduct from the available credit amount. Please make sure that you keep on paying sufficiently according to your normal daily requirement even in times where the daily consumption is not deducted. If managed like this the electricity will not switch off the moment that the deduction is done for a few day's consumption at once.
We sincerely regret the inconvenience that you have suffered. We are doing all in our power to prevent these scenarios from happening, but it would be a lie to state that it will never happen again. There are too many factors in the supply chain for smart meters and the best course of action on your side is to keep up the payments to match what your daily consumption is.
Please do not hesitate to get in touch with us on our office line or via email, should you require any additional information or assistance.
Kind regards2031PGP2