Frustrated customer 😧

Item: Protea Metering
Rating: 1
Author: Sandisiwe M

Protea Metering is one of the most frustrating service providers, I have no electricity and there is credit. I have been trying to get hold of them for the past hour, airtime is gone. I have been trying all their numbers the ones that end with 1039 both the 08600 and 012. I even tried the ones for after hours with no luck so what am I suppose to do😭😭😭 the food is getting spoiled in the fridge, I am tired from travelling . I have another pending query with their consultant Luca, that I have told him from the initial email that I do not get POP when buying the credits on the banking app but he keeps asking me for it. I attached my bank statement as uncomfortable as I was because I need my credits. I called the bank and the bank referred me back to them and now I have to be doing this up and down with them. Right I have no lights, I am tired and there is no answer from their numbers. All I am asking for is just for them to turn on the lights as there is credit on the account😭😭😭😭😭😭😭😭😭😭😭.

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Replies (1)

Protea Metering's replyOfficial

07 Jan 2026, 09:41

Good day Sandisiwe

Please refer to the sms messages that were sent in advance: | 05/01/2026 08:19:37 AM | Dear ....Your smart meter prepaid account has no credit left. A top up of at least R30 is required.
| 04/01/2026 08:16:53 AM | Dear ....Remaining credit: R 20 You will need to top up soon.

Payments reflected on the statement are as follows: | 06 01 2026 | R600.00 Easypay e-wallet receipt | R600.00
| 06 01 2026 | R20.00 Easypay e-wallet receipt | R20.00

The readings shows that the electricity went off on 05/01/2026, and it came back on after the payment was made on 06/01/2026:
| ReadDate | Reading | Consumption
| 03/01/2026 09:57:56 AM | 13873.86 | 1.06
| 03/01/2026 15:59:24 PM | 13874.84 | 0.98
| 03/01/2026 21:59:54 PM | 13875.9 | 1.06
| 04/01/2026 03:59:57 AM | 13876.97 | 1.07
| 04/01/2026 09:59:56 AM | 13877.93 | 0.96
| 04/01/2026 16:01:18 PM | 13879 | 1.07
| 04/01/2026 22:01:58 PM | 13880.08 | 1.08
| 05/01/2026 04:01:46 AM | 13881.07 | 0.99
| 05/01/2026 06:10:46 AM | 13881.45 | 0.38
| 05/01/2026 09:23:27 AM | 13881.45 | 0
| 06/01/2026 16:33:32 PM | 13881.45 | 0
| 06/01/2026 17:01:06 PM | 13881.56 | 0.11
| 06/01/2026 23:02:26 PM | 13884.05 | 2.49
| 07/01/2026 05:02:22 AM | 13885.24 | 1.19

If there are any payments that are not reflected on our side, it is unfortunately impossible to track & allocate such a payment without the proof of payment.

Kindly also refer to the credit wallet information that is shared with all tenants, that states that it is advisable to make top-up payments prior to the credits running out and the meter switching off. Once the electricity has switched off it may take a while for the connection to be restored once payment is made.

Although we regret the inconvenience that you had with the electricity switching off and the damage to the food in your fridge, the reality is that you were without electricity for a much longer period before making payment, than what you waiter for the reconnection after payment. Managing payments in a manner that prevents the electricity from switching off is the ideal.

Please do not hesitate to contact us at our offices should you require any further information or assistance.

Kind regards,
Protea Metering.
SMEW-Y6

Protea Metering's reply07 Jan 2026, 09:41

Official