1 reviews | Active since Sept 2021
Truly pathetic service from Protea Metering
I could not afford to pay my total electricity bill by 2 November so I paid R500 towards my bill as that is all I had, and this was paid on the due date. I had been waiting on clients to pay me and they were 2 weeks late, hence my struggle. I sent an email to Tshepiso (Portfolio Manager) explaining that I did not have enough money to pay the total bill and explained when I would be able to settle balance of the invoice and why there was a delay, etc.
I did not receive any response from the so called "Portfolio Manager", instead, I received a letter of demand on 8 November stating that I need to pay the amount owed within 7 days or there will be further credit action and disconnection, and that I have to pay R209 some change for the cost of the letter. So we borrowed money to pay the balance immediately, and also paid for the cost of the letter and sent them the proof of payment on 9 November. We received no response.
On 10 November I get a statement with my consumption for November, PLUS an additional charge for a 2nd letter (there was no 2nd letter - I have asked for proof and have not received anything yet). PLUS an additional R1500 that apparently will be added to my deposit for no reason. I have asked for the laws that permit this and still no reply. I tried calling Protea Metering since then and managed to get through yesterday to the highly *********** Portfolio Manager who absolutely REFUSED TO LET ME TELL HER MY CONCERN. She blabbed on and on even after I asked her THREE TIMES to please let me tell her what I am querying. She cut me off repeatedly every time I tried to speak! I cut the call on her and tried calling back about 8 times (in the hopes of speaking to someone more civilized) with no answer. When I used a different phone to call from, someone picked up. Go figure.
I got the email address for Karen (apparently the Manager) so I sent an email yesterday to her and to *** and I am still awaiting a response.
• Where is the additional charge of R209.65 coming from? Please can I have proof of an additional letter, because this account was settled immediately when the first letter was received. • Please can you send me Council laws that permit you to increase my deposit by more than double the current amount and also demand that this be paid in less than 30 days - without prior arrangement or agreement - as I have only faltered this ONE time on my account - and this account was settled in full LESS THAN A WEEK SINCE IT WAS DUE. • The amount of R1709.65 that has been added to my invoice by Protea Metering needs to be removed as I am a diligent customer and do not make a habit of faltering on my account, and there is no justification for this extremely exorbitant demand. I request that this invoice be reviewed competently and justifiably, and resubmitted to me for settlement urgently.
Kindly note that credit control action is automated for any amounts that are overdue.
The first notice that you have received is the FRIENDLY REMINDER that is a courtesy service without any cost implication. The friendly reminder already provided the contact details for making arrangements for payment. If you would have followed the guidance provided, the account would not have been selected for credit control that results in actual costs that we incur.
When no payment or arrangement communication was still received for the overdue amount, the LETTTER OF DEMAND was processed. The cost for this is according to the Council's promulgated tariff structure that is available on their web page.
The deposit that should be sufficient to cover twice the average monthly amount is also according to Council regulations. Please use the information that was provided for making payment arrangements to get an interest free arrangement account in place to pay the deposit increase in instalments as it can unfortunately not be revered.
Kind regards
Management: Protea Metering
Kindly note that credit control action is automated for any amounts that are overdue.
The first notice that you have received is the FRIENDLY REMINDER that is a courtesy service without any cost implication. The friendly reminder already provided the contact details for making arrangements for payment. If you would have followed the guidance provided, the account would not have been selected for credit control that results in actual costs that we incur.
When no payment or arrangement communication was still received for the overdue amount, the LETTTER OF DEMAND was processed. The cost for this is according to the Council's promulgated tariff structure that is available on their web page.
The deposit that should be sufficient to cover twice the average monthly amount is also according to Council regulations. Please use the information that was provided for making payment arrangements to get an interest free arrangement account in place to pay the deposit increase in instalments as it can unfortunately not be revered.
Kind regards
Management: Protea Metering
Also, did you not understand the first time when I clearly stated that I PAID the fee for the letter of demand? You people have added a second charge onto my account without actually sending a SECOND LETTER OF DEMAND. Till now, I am awaiting a response from Karen or Hazel regarding the unjustified fees that you have added to my account.
Also, did you not understand the first time when I clearly stated that I PAID the fee for the letter of demand? You people have added a second charge onto my account without actually sending a SECOND LETTER OF DEMAND. Till now, I am awaiting a response from Karen or Hazel regarding the unjustified fees that you have added to my account.
The info email address is appropriate for any kind of queries. It seems that you were indeed assisted because an arrangement was created on your account.
Yes we did understand the first time that you have paid. Please check your account - the fee was charged ONCE only on the invoice dated 10/11/2021. The system does not reflect a second charge. If you are in possession of an invoice where it was charged for a second time, kindly forward that to the Portfolio Manager with a request to pass a credit for the second charge?
Kind regards
Management: Protea Metering
The info email address is appropriate for any kind of queries. It seems that you were indeed assisted because an arrangement was created on your account.
Yes we did understand the first time that you have paid. Please check your account - the fee was charged ONCE only on the invoice dated 10/11/2021. The system does not reflect a second charge. If you are in possession of an invoice where it was charged for a second time, kindly forward that to the Portfolio Manager with a request to pass a credit for the second charge?
Kind regards
Management: Protea Metering