Item: Protea Metering
Rating: 1
Author: Thato M

Protea Metering's replyOfficial

29 Sept 2025, 08:46

Good day Thato

The payment date can unfortunately not be changed according to each consumer's personal preference. If a specific payment date is inconvenient, you are welcome to contact us to manually extend the due date for a few days to prevent the automated credit control action.

The deposit calculation is very simple - it must be sufficient to cover twice the monthly invoice. If the average monthly invoice is R1 000, the deposit must be R2 000. For a new account the consumption is monitored for 3 months, so that the average monthly invoice amount can be determined, to do the evaluation of the initial amount. Please refer to the information that was shared in this regard when you app**** for services.

The statement about hidden charges is false, as is the claim that emails are not responded to. If you do not agree with the information that is shared via email, it is not a basis for claiming that emails go unanswered. The communication trail is on record.

If we as a company did not apply Council bylaws and promulgated tariffs correctly our doors would have been closed within 6 months from opening 28 years ago... Some of them were included in the email responses that were sent to you.

Should you require any further clarification around the bylaws & tariffs, and how they apply, you are welcome to get in touch with us on the office number or via email.

Kind regards,
Protea Metering
B20-11LAXA

Protea Metering's reply29 Sept 2025, 08:46

Official

Good day Thato

The payment date can unfortunately not be changed according to each consumer's personal preference. If a specific payment date is inconvenient, you are welcome to contact us to manually extend the due date for a few days to prevent the automated credit control action.

The deposit calculation is very simple - it must be sufficient to cover twice the monthly invoice. If the average monthly invoice is R1 000, the deposit must be R2 000. For a new account the consumption is monitored for 3 months, so that the average monthly invoice amount can be determined, to do the evaluation of the initial amount. Please refer to the information that was shared in this regard when you app**** for services.

The statement about hidden charges is false, as is the claim that emails are not responded to. If you do not agree with the information that is shared via email, it is not a basis for claiming that emails go unanswered. The communication trail is on record.

If we as a company did not apply Council bylaws and promulgated tariffs correctly our doors would have been closed within 6 months from opening 28 years ago... Some of them were included in the email responses that were sent to you.

Should you require any further clarification around the bylaws & tariffs, and how they apply, you are welcome to get in touch with us on the office number or via email.

Kind regards,
Protea Metering
B20-11LAXA

TM

Thato M's updateReviewer Update

29 Sept 2025, 09:36

Your response unfortunately reinforces the concerns I raised rather than addressing them.

1️⃣ Billing Date Flexibility
You state that payment dates “cannot be changed according to each consumer’s personal preference,” but my request was not a preference—it was a reasonable adjustment to align with my salary cycle, a standard accommodation offered by many service providers.
While you now claim customers can request “manual extensions,” this option was never communicated when I made my initial request. Instead, I was refused outright and then penalised. Denying flexibility and only offering penalties is not fair practice.

2️⃣ Deposit Calculation
You repeat that deposits equal “twice the monthly invoice,” yet the invoices used to calculate the average include levies and sewage charges, which are not consumption as required by the Residential Application Form.
Including these non-consumption charges inflates the monthly average and therefore the deposit—contradicting your own contract. Despite repeated requests, you have never provided an itemised calculation separating consumption from levies, which residents are entitled to under the Consumer Protection Act.

3️⃣ Payment Allocation Delays
My June 2025 payment was only allocated in August 2025, and only after I threatened to report the matter to the Consumer Protection authorities.
This delay directly contributed to the “late payment” record you now use to justify credit control action. Blaming residents while failing to process payments promptly is unacceptable.

4️⃣ Communication & Transparency
Labeling my concerns as “false” ignores the documented delays and vague email replies I experienced. A record of emails is meaningless if the responses fail to address the specific issues raised.

5️⃣ Bylaws vs. Consumer Rights
Citing council bylaws does not exempt you from consumer protection obligations. The law requires clear, understandable billing and fair treatment, not just technical compliance. Residents deserve transparent billing and fair service—not hidden charges, unexplained delays, and punitive actions. My experience, along with the numerous similar reviews online, highlights a pattern of poor service and inflexible policies that warrants urgent oversight.

TM

Thato M's update29 Sept 2025, 09:36

Reviewer Update

Your response unfortunately reinforces the concerns I raised rather than addressing them.

1️⃣ Billing Date Flexibility
You state that payment dates “cannot be changed according to each consumer’s personal preference,” but my request was not a preference—it was a reasonable adjustment to align with my salary cycle, a standard accommodation offered by many service providers.
While you now claim customers can request “manual extensions,” this option was never communicated when I made my initial request. Instead, I was refused outright and then penalised. Denying flexibility and only offering penalties is not fair practice.

2️⃣ Deposit Calculation
You repeat that deposits equal “twice the monthly invoice,” yet the invoices used to calculate the average include levies and sewage charges, which are not consumption as required by the Residential Application Form.
Including these non-consumption charges inflates the monthly average and therefore the deposit—contradicting your own contract. Despite repeated requests, you have never provided an itemised calculation separating consumption from levies, which residents are entitled to under the Consumer Protection Act.

3️⃣ Payment Allocation Delays
My June 2025 payment was only allocated in August 2025, and only after I threatened to report the matter to the Consumer Protection authorities.
This delay directly contributed to the “late payment” record you now use to justify credit control action. Blaming residents while failing to process payments promptly is unacceptable.

4️⃣ Communication & Transparency
Labeling my concerns as “false” ignores the documented delays and vague email replies I experienced. A record of emails is meaningless if the responses fail to address the specific issues raised.

5️⃣ Bylaws vs. Consumer Rights
Citing council bylaws does not exempt you from consumer protection obligations. The law requires clear, understandable billing and fair treatment, not just technical compliance. Residents deserve transparent billing and fair service—not hidden charges, unexplained delays, and punitive actions. My experience, along with the numerous similar reviews online, highlights a pattern of poor service and inflexible policies that warrants urgent oversight.

Protea Metering's replyOfficial

29 Sept 2025, 11:26

Good day

Have you ever asked? How are we supposed to know if you don't ask.
The consumption forms part of the invoice, but fixed charges for water, sewer and electricity are also included. Please confirm where you have found that sewer etc. should not be included. You are misinformed.
Please read your statement. Payment was allocated 30/07/2025, overdue warning was processed 14/08/2025 because payment was insufficient.
How much you absorb from the information that is shared and how you prefer to interpret it is beyond our control.
What hidden charges? False comment. We could not be clearer in our explanations, please ask a friend to assist with interpretation.

Please work through the information that was shared via email.

This will conclude our communication on this platform.

Kind regards,
Protea Metering

Protea Metering's reply29 Sept 2025, 11:26

Official

Good day

Have you ever asked? How are we supposed to know if you don't ask.
The consumption forms part of the invoice, but fixed charges for water, sewer and electricity are also included. Please confirm where you have found that sewer etc. should not be included. You are misinformed.
Please read your statement. Payment was allocated 30/07/2025, overdue warning was processed 14/08/2025 because payment was insufficient.
How much you absorb from the information that is shared and how you prefer to interpret it is beyond our control.
What hidden charges? False comment. We could not be clearer in our explanations, please ask a friend to assist with interpretation.

Please work through the information that was shared via email.

This will conclude our communication on this platform.

Kind regards,
Protea Metering

TM

Thato M's updateReviewer Update

29 Sept 2025, 11:38

I acknowledge your latest response; however, it continues to fail to address the substantive issues I have raised.

1️⃣ Billing Date Flexibility
Your email implies that I “did not ask” for accommodations. This is incorrect. I formally requested a billing date adjustment months ago, which was refused. The so-called “manual extension” option was never communicated at the time, and only surfaced after penalties were imposed. Denying flexibility and only offering penalties is not acceptable customer service.

2️⃣ Deposit Calculation
I am not disputing that invoices include water, sewer, and electricity charges. The issue is that the Residential Application Form specifies that deposits must be based solely on consumption. Including levies or other charges inflates the deposit contrary to the contract. Despite repeated requests, you have never provided an itemised calculation separating consumption from levies, as required under the Consumer Protection Act.

3️⃣ Payment Allocation Delays
My June 2025 payment was made on time, yet only allocated on 30/07/2025, after I threatened escalation to consumer protection authorities. Using this administrative delay as justification for credit control action is unfair and unacceptable.

4️⃣ Communication & Customer Service
Your repeated claims that my statements are “false” or that I am “misinterpreting” information demonstrate a focus on deflection and self-protection, rather than addressing legitimate concerns. My review reflects factual, first-hand experience and aligns with the documented email trail.

Your responses confirm a pattern of poor service: rigid billing cycles, inflated deposits, delayed payment processing, and lack of transparency. Denying responsibility and attacking the customer does not resolve these issues.

This is not a matter of interpretation—it is a documented failure in service delivery and compliance with the Residential Application Form and consumer protection principles.
Regards,

TM

Thato M's update29 Sept 2025, 11:38

Reviewer Update

I acknowledge your latest response; however, it continues to fail to address the substantive issues I have raised.

1️⃣ Billing Date Flexibility
Your email implies that I “did not ask” for accommodations. This is incorrect. I formally requested a billing date adjustment months ago, which was refused. The so-called “manual extension” option was never communicated at the time, and only surfaced after penalties were imposed. Denying flexibility and only offering penalties is not acceptable customer service.

2️⃣ Deposit Calculation
I am not disputing that invoices include water, sewer, and electricity charges. The issue is that the Residential Application Form specifies that deposits must be based solely on consumption. Including levies or other charges inflates the deposit contrary to the contract. Despite repeated requests, you have never provided an itemised calculation separating consumption from levies, as required under the Consumer Protection Act.

3️⃣ Payment Allocation Delays
My June 2025 payment was made on time, yet only allocated on 30/07/2025, after I threatened escalation to consumer protection authorities. Using this administrative delay as justification for credit control action is unfair and unacceptable.

4️⃣ Communication & Customer Service
Your repeated claims that my statements are “false” or that I am “misinterpreting” information demonstrate a focus on deflection and self-protection, rather than addressing legitimate concerns. My review reflects factual, first-hand experience and aligns with the documented email trail.

Your responses confirm a pattern of poor service: rigid billing cycles, inflated deposits, delayed payment processing, and lack of transparency. Denying responsibility and attacking the customer does not resolve these issues.

This is not a matter of interpretation—it is a documented failure in service delivery and compliance with the Residential Application Form and consumer protection principles.
Regards,

Protea Metering's replyOfficial

23 Oct 2025, 11:55

Good day

1️⃣ Billing Date Flexibility
Your email implies that I “did not ask” for accommodations. This is incorrect. I formally requested a billing date adjustment months ago, which was refused. The so-called “manual extension” option was never communicated at the time, and only surfaced after penalties were imposed. Denying flexibility and only offering penalties is not acceptable customer service.
You were informed that there is no billing date flexibility: The payment date can unfortunately not be changed according to each consumer's personal preference. If a specific payment date is inconvenient, you are welcome to contact us to manually extend the due date for a few days for that specific invoice to prevent the automated credit control action.

2️⃣ Deposit Calculation
I am not disputing that invoices include water, sewer, and electricity charges. The issue is that the Residential Application Form specifies that deposits must be based solely on consumption. Including levies or other charges inflates the deposit contrary to the contract. Despite repeated requests, you have never provided an itemised calculation separating consumption from levies, as required under the Consumer Protection Act.
Correct, twice the monthly consumption, calculated at the promulgated tariff that includes fixed charges as well as VAT. Average monthly account X2.

3️⃣ Payment Allocation Delays
My June 2025 payment was made on time, yet only allocated on 30/07/2025, after I threatened escalation to consumer protection authorities. Using this administrative delay as justification for credit control action is unfair and unacceptable.
That query was resolved; the payment was traced and allocated, and we confirmed the correction at the time, with an apology.

4️⃣ Communication & Customer Service
Your repeated claims that my statements are “false” or that I am “misinterpreting” information demonstrate a focus on deflection and self-protection, rather than addressing legitimate concerns. My review reflects factual, first-hand experience and aligns with the documented email trail.
Your review reflects the fact that you refuse to accept the fact that the payment date cannot be changed, how the deposit is calculated, you do not acknowledge that your payment was allocated and that you were informed thereof, with an apology attached.

Your responses confirm a pattern of poor service: rigid billing cycles, inflated deposits, delayed payment processing, and lack of transparency. Denying responsibility and attacking the customer does not resolve these issues.
The billing cycle cannot be changed, the deposit is correct and the ONE payment that landed up on a suspense account was allocated and you were informed of the correction. It is your prerogative to regard it as poor service if we can unfortunately not manage the billing according to your instructions, but it is done according to Council regulations.

Protea Metering's reply23 Oct 2025, 11:55

Official

Good day

1️⃣ Billing Date Flexibility
Your email implies that I “did not ask” for accommodations. This is incorrect. I formally requested a billing date adjustment months ago, which was refused. The so-called “manual extension” option was never communicated at the time, and only surfaced after penalties were imposed. Denying flexibility and only offering penalties is not acceptable customer service.
You were informed that there is no billing date flexibility: The payment date can unfortunately not be changed according to each consumer's personal preference. If a specific payment date is inconvenient, you are welcome to contact us to manually extend the due date for a few days for that specific invoice to prevent the automated credit control action.

2️⃣ Deposit Calculation
I am not disputing that invoices include water, sewer, and electricity charges. The issue is that the Residential Application Form specifies that deposits must be based solely on consumption. Including levies or other charges inflates the deposit contrary to the contract. Despite repeated requests, you have never provided an itemised calculation separating consumption from levies, as required under the Consumer Protection Act.
Correct, twice the monthly consumption, calculated at the promulgated tariff that includes fixed charges as well as VAT. Average monthly account X2.

3️⃣ Payment Allocation Delays
My June 2025 payment was made on time, yet only allocated on 30/07/2025, after I threatened escalation to consumer protection authorities. Using this administrative delay as justification for credit control action is unfair and unacceptable.
That query was resolved; the payment was traced and allocated, and we confirmed the correction at the time, with an apology.

4️⃣ Communication & Customer Service
Your repeated claims that my statements are “false” or that I am “misinterpreting” information demonstrate a focus on deflection and self-protection, rather than addressing legitimate concerns. My review reflects factual, first-hand experience and aligns with the documented email trail.
Your review reflects the fact that you refuse to accept the fact that the payment date cannot be changed, how the deposit is calculated, you do not acknowledge that your payment was allocated and that you were informed thereof, with an apology attached.

Your responses confirm a pattern of poor service: rigid billing cycles, inflated deposits, delayed payment processing, and lack of transparency. Denying responsibility and attacking the customer does not resolve these issues.
The billing cycle cannot be changed, the deposit is correct and the ONE payment that landed up on a suspense account was allocated and you were informed of the correction. It is your prerogative to regard it as poor service if we can unfortunately not manage the billing according to your instructions, but it is done according to Council regulations.

Unfair Billing Practices & Poor Customer Service