JV
Juance V
1 reviews | Active since Jul 2020
20 Jul 2020, 14:23
Poor Service & Ridiculous Electricity Bills
1 Star is even too much.
I have been in contact with Protea Metering from April 2020 to date (July 2020). In April I received an account for R574.99. I thought this was very strange as I have not been at home due to COVID and Lockdown I went to stay with my parents. All plugs have been switched off except for my fridge. I contactes our complex manager of accounts and he advised it was an ESTIMATED amount. I told them I won't pay it as I was not home. I started getting messages of Letter of Demands. The manager told me to pay and he will credit me the next month. The following month (a 2 week month) I received a bill of R49.70. I thought this was a bit ridiculous as I paid R574.99 the previous month and now I got an additional R49.70 to pay making my bill R624.69 for a 2 week Month. The following month "June" I received an even higher bill of R728.50. I completely lost it and phoned the Manager again. He advised it can be my geyser and I should switch it off during the day or when not being used. For an entire month I have been switching off my geyser and only switching it on 1.5 hours per day, having no lights on except the room I am in (They are energy savers as well). This month (July) I received a Bill of R826.16. I think this is ridiculous for 1 person to pay this much.
I compared my usage with a family of 2 and 3 and their usage are much lower than mine and their children watches TV the whole day (I don't even).
I have found that Protea MEtering has been negligent in the sense of leaving the Meter box of all units unlocked. I feel this is unacceptable and very poor service from them. I have reached out to them numerous times and have had little to no assistance except the blame game of my geyser.
All amounts are excluding VAT. if VAT is added my bill for July is over R900. FOR ONE PERSON.
Helpful (0)
Replies (3)0
Replies (3)
Protea Metering's replyOfficial
20 Jul 2020, 19:06 Good day Ms Venter
You have unfortunately failed to mention that clients were properly informed about the fact that the April invoices had to be done according to estimations due to the fact that we were prohibited under lock down regulations to take actual readings. Clients were also informed that the May invoices were according to actual readings again, and that the actual readings for May would rectify any under/over billing as a result of the April estimations. How could we have known who was spending lock down at home or somewhere else? Have you informed us accordingly? No you have not....
Your query has been responded to in detail and the pictures of the meter reading confirms the correctness of the invoices. It is an actual fact that more electricity is consumed in the cold winter months. A detailed explanation regarding this fact was provided.
You were also informed that the mere recording of a reading does not enable us to have any influence over the number of kWh consumed - only the residents of a household are in control over that. You were merely advised to have your geyser checked as this can cause higher consumption, there are no communications stating that it is in fact the geyser that is to blame.
You mention the fact that your account was selected for credit control action, but again you fail to mention that the account was overdue with an amount outstanding from before lock down began.
The fact is that you had a lot of assistance with numerous emails that can proof this and the fact that you have been properly informed, but you prefer to reject the facts laid out.
It is truly a mystery that you won't follow Council bylaws regarding the procedures to have the meter tested according to the advice that was given? If the "mistake" is on our side it is your golden opportunity to proof that and you have nothing to loose if the meter is indeed faulty because you will then be refunded.
Please please contact our offices to arrange for the meter to be tested according to promulgated Council regulations so that the matter can be put to bed once and for all?
Warm regards
Management: Protea Metering
You have unfortunately failed to mention that clients were properly informed about the fact that the April invoices had to be done according to estimations due to the fact that we were prohibited under lock down regulations to take actual readings. Clients were also informed that the May invoices were according to actual readings again, and that the actual readings for May would rectify any under/over billing as a result of the April estimations. How could we have known who was spending lock down at home or somewhere else? Have you informed us accordingly? No you have not....
Your query has been responded to in detail and the pictures of the meter reading confirms the correctness of the invoices. It is an actual fact that more electricity is consumed in the cold winter months. A detailed explanation regarding this fact was provided.
You were also informed that the mere recording of a reading does not enable us to have any influence over the number of kWh consumed - only the residents of a household are in control over that. You were merely advised to have your geyser checked as this can cause higher consumption, there are no communications stating that it is in fact the geyser that is to blame.
You mention the fact that your account was selected for credit control action, but again you fail to mention that the account was overdue with an amount outstanding from before lock down began.
The fact is that you had a lot of assistance with numerous emails that can proof this and the fact that you have been properly informed, but you prefer to reject the facts laid out.
It is truly a mystery that you won't follow Council bylaws regarding the procedures to have the meter tested according to the advice that was given? If the "mistake" is on our side it is your golden opportunity to proof that and you have nothing to loose if the meter is indeed faulty because you will then be refunded.
Please please contact our offices to arrange for the meter to be tested according to promulgated Council regulations so that the matter can be put to bed once and for all?
Warm regards
Management: Protea Metering
Protea Metering's reply20 Jul 2020, 19:06
Official
Good day Ms Venter
You have unfortunately failed to mention that clients were properly informed about the fact that the April invoices had to be done according to estimations due to the fact that we were prohibited under lock down regulations to take actual readings. Clients were also informed that the May invoices were according to actual readings again, and that the actual readings for May would rectify any under/over billing as a result of the April estimations. How could we have known who was spending lock down at home or somewhere else? Have you informed us accordingly? No you have not....
Your query has been responded to in detail and the pictures of the meter reading confirms the correctness of the invoices. It is an actual fact that more electricity is consumed in the cold winter months. A detailed explanation regarding this fact was provided.
You were also informed that the mere recording of a reading does not enable us to have any influence over the number of kWh consumed - only the residents of a household are in control over that. You were merely advised to have your geyser checked as this can cause higher consumption, there are no communications stating that it is in fact the geyser that is to blame.
You mention the fact that your account was selected for credit control action, but again you fail to mention that the account was overdue with an amount outstanding from before lock down began.
The fact is that you had a lot of assistance with numerous emails that can proof this and the fact that you have been properly informed, but you prefer to reject the facts laid out.
It is truly a mystery that you won't follow Council bylaws regarding the procedures to have the meter tested according to the advice that was given? If the "mistake" is on our side it is your golden opportunity to proof that and you have nothing to loose if the meter is indeed faulty because you will then be refunded.
Please please contact our offices to arrange for the meter to be tested according to promulgated Council regulations so that the matter can be put to bed once and for all?
Warm regards
Management: Protea Metering
You have unfortunately failed to mention that clients were properly informed about the fact that the April invoices had to be done according to estimations due to the fact that we were prohibited under lock down regulations to take actual readings. Clients were also informed that the May invoices were according to actual readings again, and that the actual readings for May would rectify any under/over billing as a result of the April estimations. How could we have known who was spending lock down at home or somewhere else? Have you informed us accordingly? No you have not....
Your query has been responded to in detail and the pictures of the meter reading confirms the correctness of the invoices. It is an actual fact that more electricity is consumed in the cold winter months. A detailed explanation regarding this fact was provided.
You were also informed that the mere recording of a reading does not enable us to have any influence over the number of kWh consumed - only the residents of a household are in control over that. You were merely advised to have your geyser checked as this can cause higher consumption, there are no communications stating that it is in fact the geyser that is to blame.
You mention the fact that your account was selected for credit control action, but again you fail to mention that the account was overdue with an amount outstanding from before lock down began.
The fact is that you had a lot of assistance with numerous emails that can proof this and the fact that you have been properly informed, but you prefer to reject the facts laid out.
It is truly a mystery that you won't follow Council bylaws regarding the procedures to have the meter tested according to the advice that was given? If the "mistake" is on our side it is your golden opportunity to proof that and you have nothing to loose if the meter is indeed faulty because you will then be refunded.
Please please contact our offices to arrange for the meter to be tested according to promulgated Council regulations so that the matter can be put to bed once and for all?
Warm regards
Management: Protea Metering
JV
Juance V's updateReviewer Update
19 Aug 2020, 11:00Good day,
From my understanding, you are part of essential services, correct? How can an estimation have been done when in fact you were allowed to do your work or why did you not ask the residence of all Protea metering customers to take photos of their meters for the month? Instead, you ASSUMED that all residence were home and made a ridiculous estimation (of which is much higher than our normal consumption).
I have stayed in my apartment for more than a year and not once was my electricity this high during the previous winter.
I have had the geyser looked at and they confirmed all seems fine. I am a tenant and not the owner of this unit therefore I will not pay Protea Metering to TEST their meters. In fact, my electricity is so high how can one afford to pay for a test that is done by a party themselves?
I have complained about my meter box that is accessible by other residence (THIS IS SUPPOSED TO HAVE BEEN LOCKED). Still nothing has been done about this and it's been over months now.
I can not deny that I have had email assistance however the assistance obtained is nothing of help.
i have tried your suggested methods of only having my geyser on when wanting to shower and my bill was even higher than before. Protea metering is not providing assistance in terms of INVESTIGATION how consumption could have gone up almost double / triple in 1 month.
Simply taking images of a meter is of no help. Why don't you assist your customers in trying to resolve these issues raised by means of investigation?
It's easy to pull an extract form Eskoms consumption advise but there are no proper customer services provided.
From my understanding, you are part of essential services, correct? How can an estimation have been done when in fact you were allowed to do your work or why did you not ask the residence of all Protea metering customers to take photos of their meters for the month? Instead, you ASSUMED that all residence were home and made a ridiculous estimation (of which is much higher than our normal consumption).
I have stayed in my apartment for more than a year and not once was my electricity this high during the previous winter.
I have had the geyser looked at and they confirmed all seems fine. I am a tenant and not the owner of this unit therefore I will not pay Protea Metering to TEST their meters. In fact, my electricity is so high how can one afford to pay for a test that is done by a party themselves?
I have complained about my meter box that is accessible by other residence (THIS IS SUPPOSED TO HAVE BEEN LOCKED). Still nothing has been done about this and it's been over months now.
I can not deny that I have had email assistance however the assistance obtained is nothing of help.
i have tried your suggested methods of only having my geyser on when wanting to shower and my bill was even higher than before. Protea metering is not providing assistance in terms of INVESTIGATION how consumption could have gone up almost double / triple in 1 month.
Simply taking images of a meter is of no help. Why don't you assist your customers in trying to resolve these issues raised by means of investigation?
It's easy to pull an extract form Eskoms consumption advise but there are no proper customer services provided.
JV
Juance V's update19 Aug 2020, 11:00
Reviewer Update
Good day,
From my understanding, you are part of essential services, correct? How can an estimation have been done when in fact you were allowed to do your work or why did you not ask the residence of all Protea metering customers to take photos of their meters for the month? Instead, you ASSUMED that all residence were home and made a ridiculous estimation (of which is much higher than our normal consumption).
I have stayed in my apartment for more than a year and not once was my electricity this high during the previous winter.
I have had the geyser looked at and they confirmed all seems fine. I am a tenant and not the owner of this unit therefore I will not pay Protea Metering to TEST their meters. In fact, my electricity is so high how can one afford to pay for a test that is done by a party themselves?
I have complained about my meter box that is accessible by other residence (THIS IS SUPPOSED TO HAVE BEEN LOCKED). Still nothing has been done about this and it's been over months now.
I can not deny that I have had email assistance however the assistance obtained is nothing of help.
i have tried your suggested methods of only having my geyser on when wanting to shower and my bill was even higher than before. Protea metering is not providing assistance in terms of INVESTIGATION how consumption could have gone up almost double / triple in 1 month.
Simply taking images of a meter is of no help. Why don't you assist your customers in trying to resolve these issues raised by means of investigation?
It's easy to pull an extract form Eskoms consumption advise but there are no proper customer services provided.
From my understanding, you are part of essential services, correct? How can an estimation have been done when in fact you were allowed to do your work or why did you not ask the residence of all Protea metering customers to take photos of their meters for the month? Instead, you ASSUMED that all residence were home and made a ridiculous estimation (of which is much higher than our normal consumption).
I have stayed in my apartment for more than a year and not once was my electricity this high during the previous winter.
I have had the geyser looked at and they confirmed all seems fine. I am a tenant and not the owner of this unit therefore I will not pay Protea Metering to TEST their meters. In fact, my electricity is so high how can one afford to pay for a test that is done by a party themselves?
I have complained about my meter box that is accessible by other residence (THIS IS SUPPOSED TO HAVE BEEN LOCKED). Still nothing has been done about this and it's been over months now.
I can not deny that I have had email assistance however the assistance obtained is nothing of help.
i have tried your suggested methods of only having my geyser on when wanting to shower and my bill was even higher than before. Protea metering is not providing assistance in terms of INVESTIGATION how consumption could have gone up almost double / triple in 1 month.
Simply taking images of a meter is of no help. Why don't you assist your customers in trying to resolve these issues raised by means of investigation?
It's easy to pull an extract form Eskoms consumption advise but there are no proper customer services provided.
Protea Metering's replyOfficial
19 Aug 2020, 12:28Good day
Protea is a METERING company, it is not our responsibility to investigate what in your house is using how much electricity.
The procedures for the testing of a meter are prescribed in the Council's promulgated bylaws and tariff structure and these are binding to both the consumer and the company.
It is your prerogative to make use of this service or not. The point is that if you have the meter tested and it is indeed found to be faulty, you will be credited for the amount paid for the service, and your account will be rectified according to the findings of the meter test. You therefore have nothing to loose but everything to gain if you are so certain that there is a fault on our side. Perhaps it is time to put your money where your mouth is - the golden opportunity for you to proof how bad we are... Your refusal to do so says more than you can grasp.
Unless you have the meter tested according to the prescribed procedures we will no entertain any of your unreasonable and unfounded accusations.
Kind regards
Management: Protea Metering
Protea is a METERING company, it is not our responsibility to investigate what in your house is using how much electricity.
The procedures for the testing of a meter are prescribed in the Council's promulgated bylaws and tariff structure and these are binding to both the consumer and the company.
It is your prerogative to make use of this service or not. The point is that if you have the meter tested and it is indeed found to be faulty, you will be credited for the amount paid for the service, and your account will be rectified according to the findings of the meter test. You therefore have nothing to loose but everything to gain if you are so certain that there is a fault on our side. Perhaps it is time to put your money where your mouth is - the golden opportunity for you to proof how bad we are... Your refusal to do so says more than you can grasp.
Unless you have the meter tested according to the prescribed procedures we will no entertain any of your unreasonable and unfounded accusations.
Kind regards
Management: Protea Metering
Protea Metering's reply19 Aug 2020, 12:28
Official
Good day
Protea is a METERING company, it is not our responsibility to investigate what in your house is using how much electricity.
The procedures for the testing of a meter are prescribed in the Council's promulgated bylaws and tariff structure and these are binding to both the consumer and the company.
It is your prerogative to make use of this service or not. The point is that if you have the meter tested and it is indeed found to be faulty, you will be credited for the amount paid for the service, and your account will be rectified according to the findings of the meter test. You therefore have nothing to loose but everything to gain if you are so certain that there is a fault on our side. Perhaps it is time to put your money where your mouth is - the golden opportunity for you to proof how bad we are... Your refusal to do so says more than you can grasp.
Unless you have the meter tested according to the prescribed procedures we will no entertain any of your unreasonable and unfounded accusations.
Kind regards
Management: Protea Metering
Protea is a METERING company, it is not our responsibility to investigate what in your house is using how much electricity.
The procedures for the testing of a meter are prescribed in the Council's promulgated bylaws and tariff structure and these are binding to both the consumer and the company.
It is your prerogative to make use of this service or not. The point is that if you have the meter tested and it is indeed found to be faulty, you will be credited for the amount paid for the service, and your account will be rectified according to the findings of the meter test. You therefore have nothing to loose but everything to gain if you are so certain that there is a fault on our side. Perhaps it is time to put your money where your mouth is - the golden opportunity for you to proof how bad we are... Your refusal to do so says more than you can grasp.
Unless you have the meter tested according to the prescribed procedures we will no entertain any of your unreasonable and unfounded accusations.
Kind regards
Management: Protea Metering