OG
Olivia G
1 reviews | Active since Feb 2018
27 Jul 2020, 13:16
Unjust operations
Increasing deposit, in month 11 of occupancy, during Covid19 Lock down. After proof was provided that our industry is still legally not allowed to reopen. After we have never missed our monthly electricity payment, except 1 - which a payment arrangement was made for and kept to. This 1 missed payment, due to lock down. Protea metering drawing blood from a stone, adding unnecessary fees to our account. Charging for reconnecting our electricity when the person who came to reconnect didn't even reconnect our electricity. Charging for disconnecting even after we paid our payment arrangement amount. Seems that this company needs to stop and review what they have done. We will be speaking to an attorney with regards to your unjust operation.
Helpful (0)
Replies (4)0
Replies (4)
Protea Metering's replyOfficial
03 Aug 2020, 18:49Good day Olivia
The payment arrangement documents were only received after you have received a Friendly reminder in email and sms, then followed the Letter of demand in email and sms and after no reaction the electricity was eventually cut.
We have provided comprehensive details regarding your query about the deposit increase and credit control charges in the email response that we have forwarded.
Warm regards
Management: Protea Metering
The payment arrangement documents were only received after you have received a Friendly reminder in email and sms, then followed the Letter of demand in email and sms and after no reaction the electricity was eventually cut.
We have provided comprehensive details regarding your query about the deposit increase and credit control charges in the email response that we have forwarded.
Warm regards
Management: Protea Metering
Best regards,
Protea Metering's reply03 Aug 2020, 18:49
Official
Good day Olivia
The payment arrangement documents were only received after you have received a Friendly reminder in email and sms, then followed the Letter of demand in email and sms and after no reaction the electricity was eventually cut.
We have provided comprehensive details regarding your query about the deposit increase and credit control charges in the email response that we have forwarded.
Warm regards
Management: Protea Metering
The payment arrangement documents were only received after you have received a Friendly reminder in email and sms, then followed the Letter of demand in email and sms and after no reaction the electricity was eventually cut.
We have provided comprehensive details regarding your query about the deposit increase and credit control charges in the email response that we have forwarded.
Warm regards
Management: Protea Metering
Best regards,
OG
Evening,
A verbal agreement was made between Keegan and Sonja telephonically. This is a verbal agreement and we will treat it as such. We have it on record when he called and spoke to her.
If you require signed documentation for agreements to be made - why was this not a requirement with our arrangement made for Invoice 43935? And if signed documentation was not required for Invoice 43935, why was it required for Invoice 43966? Why is it that you will happily accept our payment, deduct it from the Invoice and still proceed to disconnect our electricity? When this was not done with the previous arrangement? What does this say about your company? By law, you cannot force us to sign an AOD. We do not have to sign an AOD, but we can come to an arrangement.
You also state that you are within your rights to increase the deposit. Let's have a look at the paragraph 'Conventional Electricity Deposits' on your application. You conveniently did not adjust the deposit after our 3rd invoice as stated in point 3 (during normal circumstances, no lockdown) you could have increased our deposit at any time thereafter but you did not, but you insist on a deposit increase based on point 4, which again, is a direct result of lockdown. What does this say about your company?
There seems to be a great deal of inconsistency in the way your company operates or decides to operate. Especially with regards to arrangements and deposit increases.
I have taken it upon myself to resolve this matter and I have sent this complaint to 6 newspapers and 2 political parties to review. There are further steps that I am considering taking this week. We have also discussed the matter with the Body Corporate.
It is truly unacceptable to make an arrangement with a client, to receive their money and then to proceed to do what you have done, and to have done this during a lockdown speaks volumes.
The bylaws you are referring to, were written during and for normal circumstances. However Tshwane municipality created a relief and incentive program for customers struggling to keep up with account payments. Should you imply that the current bylaws must be followed as per municipality regulations, then you must follow and apply the municipality's relief and incentive program as well.
1) Pay 25% of your balance per month. 2 months no interest incurred. 3 months to catch up on the outstanding amount.2) Pay 50% of your balance per month. 4 months no interest incurred. 3 months to catch up on outstanding amount.3) Pay 75% of your balance per month. 6 months no interest incurred. 3 months to catch up on outstanding amount.
The municipality is not charging interest on outstanding amounts during this time, why is Protea Metering?
Can Protea Metering as a company confirm that the course of action taken, is in accordance with the municipality's expectations under a National State of Disaster? And to apply bylaws as business as usual? Is there evidence that the municipality took the exact same course of action with their customers who were affected/are being affected by the National State of Disaster and lockdown?
Olivia G's updateReviewer Update
03 Aug 2020, 20:00Evening,
A verbal agreement was made between Keegan and Sonja telephonically. This is a verbal agreement and we will treat it as such. We have it on record when he called and spoke to her.
If you require signed documentation for agreements to be made - why was this not a requirement with our arrangement made for Invoice 43935? And if signed documentation was not required for Invoice 43935, why was it required for Invoice 43966? Why is it that you will happily accept our payment, deduct it from the Invoice and still proceed to disconnect our electricity? When this was not done with the previous arrangement? What does this say about your company? By law, you cannot force us to sign an AOD. We do not have to sign an AOD, but we can come to an arrangement.
You also state that you are within your rights to increase the deposit. Let's have a look at the paragraph 'Conventional Electricity Deposits' on your application. You conveniently did not adjust the deposit after our 3rd invoice as stated in point 3 (during normal circumstances, no lockdown) you could have increased our deposit at any time thereafter but you did not, but you insist on a deposit increase based on point 4, which again, is a direct result of lockdown. What does this say about your company?
There seems to be a great deal of inconsistency in the way your company operates or decides to operate. Especially with regards to arrangements and deposit increases.
I have taken it upon myself to resolve this matter and I have sent this complaint to 6 newspapers and 2 political parties to review. There are further steps that I am considering taking this week. We have also discussed the matter with the Body Corporate.
It is truly unacceptable to make an arrangement with a client, to receive their money and then to proceed to do what you have done, and to have done this during a lockdown speaks volumes.
The bylaws you are referring to, were written during and for normal circumstances. However Tshwane municipality created a relief and incentive program for customers struggling to keep up with account payments. Should you imply that the current bylaws must be followed as per municipality regulations, then you must follow and apply the municipality's relief and incentive program as well.
1) Pay 25% of your balance per month. 2 months no interest incurred. 3 months to catch up on the outstanding amount.2) Pay 50% of your balance per month. 4 months no interest incurred. 3 months to catch up on outstanding amount.3) Pay 75% of your balance per month. 6 months no interest incurred. 3 months to catch up on outstanding amount.
The municipality is not charging interest on outstanding amounts during this time, why is Protea Metering?
Can Protea Metering as a company confirm that the course of action taken, is in accordance with the municipality's expectations under a National State of Disaster? And to apply bylaws as business as usual? Is there evidence that the municipality took the exact same course of action with their customers who were affected/are being affected by the National State of Disaster and lockdown?
OG
Olivia G's update03 Aug 2020, 20:00
Reviewer Update
Evening,
A verbal agreement was made between Keegan and Sonja telephonically. This is a verbal agreement and we will treat it as such. We have it on record when he called and spoke to her.
If you require signed documentation for agreements to be made - why was this not a requirement with our arrangement made for Invoice 43935? And if signed documentation was not required for Invoice 43935, why was it required for Invoice 43966? Why is it that you will happily accept our payment, deduct it from the Invoice and still proceed to disconnect our electricity? When this was not done with the previous arrangement? What does this say about your company? By law, you cannot force us to sign an AOD. We do not have to sign an AOD, but we can come to an arrangement.
You also state that you are within your rights to increase the deposit. Let's have a look at the paragraph 'Conventional Electricity Deposits' on your application. You conveniently did not adjust the deposit after our 3rd invoice as stated in point 3 (during normal circumstances, no lockdown) you could have increased our deposit at any time thereafter but you did not, but you insist on a deposit increase based on point 4, which again, is a direct result of lockdown. What does this say about your company?
There seems to be a great deal of inconsistency in the way your company operates or decides to operate. Especially with regards to arrangements and deposit increases.
I have taken it upon myself to resolve this matter and I have sent this complaint to 6 newspapers and 2 political parties to review. There are further steps that I am considering taking this week. We have also discussed the matter with the Body Corporate.
It is truly unacceptable to make an arrangement with a client, to receive their money and then to proceed to do what you have done, and to have done this during a lockdown speaks volumes.
The bylaws you are referring to, were written during and for normal circumstances. However Tshwane municipality created a relief and incentive program for customers struggling to keep up with account payments. Should you imply that the current bylaws must be followed as per municipality regulations, then you must follow and apply the municipality's relief and incentive program as well.
1) Pay 25% of your balance per month. 2 months no interest incurred. 3 months to catch up on the outstanding amount.2) Pay 50% of your balance per month. 4 months no interest incurred. 3 months to catch up on outstanding amount.3) Pay 75% of your balance per month. 6 months no interest incurred. 3 months to catch up on outstanding amount.
The municipality is not charging interest on outstanding amounts during this time, why is Protea Metering?
Can Protea Metering as a company confirm that the course of action taken, is in accordance with the municipality's expectations under a National State of Disaster? And to apply bylaws as business as usual? Is there evidence that the municipality took the exact same course of action with their customers who were affected/are being affected by the National State of Disaster and lockdown?
Protea Metering's replyOfficial
03 Aug 2020, 21:37Good evening Olivia You are contradicting yourself because the arrangement that you have requested for on 08/06/2020 was for 100% of your balance, with 4 months to settle it. Our calls are also recorded, and in the conversation with your husband he was informed that in order to have the arrangement account created, we needed to receive the signed document. The arrangement document was emailed to your husband on the same date, but the signed document was only returned on 24/06/2020 and approved immediately. Arrangement accounts, when honored, do not accrue any interest. By not increasing the deposit in month 3 does not at all mean that we are waiving our right to do so when credit control steps need to be taken – you are welcome to find such a clause in the bylaws and forward it to us. The first paragraph proofs that we are not only meeting expectations, but actually taking our efforts next level. We will not be intimidated by threats of going to the newspapers, political parties or wherever. We are not only abiding to the bylaws, but we are actually doing more than what is required under the current circumstances. We have learned that when the proof of all the communication with a client, evidence and facts are put on the table it usually actually reveals a client’s neglect to take responsibility for managing the account in a responsible manner. All the communication from the start of lock down to date is available to provide to whomever would like to receive it.
Kind regards
Management: Protea Metering
Kind regards
Management: Protea Metering
Best regards,
Protea Metering's reply03 Aug 2020, 21:37
Official
Good evening Olivia You are contradicting yourself because the arrangement that you have requested for on 08/06/2020 was for 100% of your balance, with 4 months to settle it. Our calls are also recorded, and in the conversation with your husband he was informed that in order to have the arrangement account created, we needed to receive the signed document. The arrangement document was emailed to your husband on the same date, but the signed document was only returned on 24/06/2020 and approved immediately. Arrangement accounts, when honored, do not accrue any interest. By not increasing the deposit in month 3 does not at all mean that we are waiving our right to do so when credit control steps need to be taken – you are welcome to find such a clause in the bylaws and forward it to us. The first paragraph proofs that we are not only meeting expectations, but actually taking our efforts next level. We will not be intimidated by threats of going to the newspapers, political parties or wherever. We are not only abiding to the bylaws, but we are actually doing more than what is required under the current circumstances. We have learned that when the proof of all the communication with a client, evidence and facts are put on the table it usually actually reveals a client’s neglect to take responsibility for managing the account in a responsible manner. All the communication from the start of lock down to date is available to provide to whomever would like to receive it.
Kind regards
Management: Protea Metering
Kind regards
Management: Protea Metering
Best regards,
OG
Olivia G's updateReviewer Update
03 Aug 2020, 22:11 Good evening once again,
We made an arrangement for Invoice 43966 on the 8th of June. I think we can ascertain that by now. A first payment was made towards the Invoice as can be seen on the statement. As with regards to the AOD, it is not legally required, but yet we kept to our arrangement for the Invoice without a signed AOD, just the same as with the previous invoice. And as previously stated, with the arrangement for Invoice 43935 - no signed documentation was required, and our electricity was not disconnected. Why change the way you operate from 1 month to the next? With that invoice an amount of R455.45 was paid as part of the agreement and the outstanding amount was to be paid at the end of May, which is exactly what happened. But yet interest accrued on this agreement, even though you state that when arrangements are kept to, interest will not accrue. You are contradicting yourself. Interest also accrued on Invoice 43966 even though that agreement was also kept to.
By not increasing the deposit after the 3rd month, but demanding an increase now - based on an invoice that an arrangement was made for - only proves that your company is not willing to accommodate clients during this period, but is in fact using this period to exploit clients. It is no surprise to see your rating on Hello Peter and Google, the reviews speak for themselves.
There has been no neglect from our side, we have made arrangements verbally and via email and we have kept to them. Protea Metering not wanting signed documents for 1 arrangement and demanding documents for another arrangement seems very inconsistent. The same with the deposit.
I am informing you of the steps that I have taken and will continue to take as this situation has reached a level of urgency, and it seems that Protea Metering is not willing to resolve this matter. The back and forth emails prove that you are a hot-headed company that lets ego get in the way of resolving business matters.
Regards
We made an arrangement for Invoice 43966 on the 8th of June. I think we can ascertain that by now. A first payment was made towards the Invoice as can be seen on the statement. As with regards to the AOD, it is not legally required, but yet we kept to our arrangement for the Invoice without a signed AOD, just the same as with the previous invoice. And as previously stated, with the arrangement for Invoice 43935 - no signed documentation was required, and our electricity was not disconnected. Why change the way you operate from 1 month to the next? With that invoice an amount of R455.45 was paid as part of the agreement and the outstanding amount was to be paid at the end of May, which is exactly what happened. But yet interest accrued on this agreement, even though you state that when arrangements are kept to, interest will not accrue. You are contradicting yourself. Interest also accrued on Invoice 43966 even though that agreement was also kept to.
By not increasing the deposit after the 3rd month, but demanding an increase now - based on an invoice that an arrangement was made for - only proves that your company is not willing to accommodate clients during this period, but is in fact using this period to exploit clients. It is no surprise to see your rating on Hello Peter and Google, the reviews speak for themselves.
There has been no neglect from our side, we have made arrangements verbally and via email and we have kept to them. Protea Metering not wanting signed documents for 1 arrangement and demanding documents for another arrangement seems very inconsistent. The same with the deposit.
I am informing you of the steps that I have taken and will continue to take as this situation has reached a level of urgency, and it seems that Protea Metering is not willing to resolve this matter. The back and forth emails prove that you are a hot-headed company that lets ego get in the way of resolving business matters.
Regards
OG
Olivia G's update03 Aug 2020, 22:11
Reviewer Update
Good evening once again,
We made an arrangement for Invoice 43966 on the 8th of June. I think we can ascertain that by now. A first payment was made towards the Invoice as can be seen on the statement. As with regards to the AOD, it is not legally required, but yet we kept to our arrangement for the Invoice without a signed AOD, just the same as with the previous invoice. And as previously stated, with the arrangement for Invoice 43935 - no signed documentation was required, and our electricity was not disconnected. Why change the way you operate from 1 month to the next? With that invoice an amount of R455.45 was paid as part of the agreement and the outstanding amount was to be paid at the end of May, which is exactly what happened. But yet interest accrued on this agreement, even though you state that when arrangements are kept to, interest will not accrue. You are contradicting yourself. Interest also accrued on Invoice 43966 even though that agreement was also kept to.
By not increasing the deposit after the 3rd month, but demanding an increase now - based on an invoice that an arrangement was made for - only proves that your company is not willing to accommodate clients during this period, but is in fact using this period to exploit clients. It is no surprise to see your rating on Hello Peter and Google, the reviews speak for themselves.
There has been no neglect from our side, we have made arrangements verbally and via email and we have kept to them. Protea Metering not wanting signed documents for 1 arrangement and demanding documents for another arrangement seems very inconsistent. The same with the deposit.
I am informing you of the steps that I have taken and will continue to take as this situation has reached a level of urgency, and it seems that Protea Metering is not willing to resolve this matter. The back and forth emails prove that you are a hot-headed company that lets ego get in the way of resolving business matters.
Regards
We made an arrangement for Invoice 43966 on the 8th of June. I think we can ascertain that by now. A first payment was made towards the Invoice as can be seen on the statement. As with regards to the AOD, it is not legally required, but yet we kept to our arrangement for the Invoice without a signed AOD, just the same as with the previous invoice. And as previously stated, with the arrangement for Invoice 43935 - no signed documentation was required, and our electricity was not disconnected. Why change the way you operate from 1 month to the next? With that invoice an amount of R455.45 was paid as part of the agreement and the outstanding amount was to be paid at the end of May, which is exactly what happened. But yet interest accrued on this agreement, even though you state that when arrangements are kept to, interest will not accrue. You are contradicting yourself. Interest also accrued on Invoice 43966 even though that agreement was also kept to.
By not increasing the deposit after the 3rd month, but demanding an increase now - based on an invoice that an arrangement was made for - only proves that your company is not willing to accommodate clients during this period, but is in fact using this period to exploit clients. It is no surprise to see your rating on Hello Peter and Google, the reviews speak for themselves.
There has been no neglect from our side, we have made arrangements verbally and via email and we have kept to them. Protea Metering not wanting signed documents for 1 arrangement and demanding documents for another arrangement seems very inconsistent. The same with the deposit.
I am informing you of the steps that I have taken and will continue to take as this situation has reached a level of urgency, and it seems that Protea Metering is not willing to resolve this matter. The back and forth emails prove that you are a hot-headed company that lets ego get in the way of resolving business matters.
Regards