Horrible service Ever

Hello,

It sad to me maybe to other customers out there for the service we receive from ismrt and I find it not fair, feel unappreciated as a loyal customer if that means something to Remotemetering or ismrt.

On the 28th of May 2020 I mistakenly paid R7000 from bank account into my ismrt account where I meant to pay R700 and having noticed that at 07:35am I sent whatsapp text to the smart meter whatsapp number *** stating that I bought electricity of R7000 and I want a refund. At around 8am in the morning I called the ismrt number and spoke to Lesego Radebe and at 08:32 sent me a form to complete for a refund. had not start to complete the form yet then at 10:05am I only received a response to my whatsapp from Godi Phalate saying the money has been reversed and he or she asked if I received it and it was off my ismrt wallet as well when I checked, then I focused on the whatsapp did not complete the form. I then rep**** to Godi after 5minutes to say it did not receive it and she or he said I must give it few minutes which I did, after 2 hour there was still no money and I reached out via whatsapp again and she said money was reversed on their site and I should go to FNB to reverse there. I then attached my proof of payment and my proof of account and decided to give it sometime.

On the 29th May 2020 At 11:57 I called again and spoke to Tshepang who said to me I need to submit the refund form that is the only way money can be refunded to me and that I will incur 250 to which I agreed and understood and the he said to me the person who was chatting with me on whatsapp Godi is an intern and she/he does not know the process and asked how long it will take for the refund and he said he does not know he will ask and revert reverted back to me about the refund duration. Then at 1:26pm I submitted the refund form with the supporting documents and received the ref number 237445 then at 2:14pm I followed up and was told that it has been forwarded to the refund department and that it will take approximately 2 to 3 working days.

On the 2nd of June 2020 At 12:16 I called again to followup and was told that it has been 2 and half day and not 3 days yet so I should give it till the following day and I said I will check again on Friday and I also told that the matter will be escalated.

On the 5th June 2020 At 11:54am I called to followup and hoping that all is okay and spoke to Deneo who kept me holding and contacted someone in the background telling them about this refund and she came back to the call told me that the person from refund department said that the refund has been put in place and that the money will at its earliest reflect later yesterday but I should check expect it on Saturday.

On the 6th June 2020 It is 13:00 hour now and there is no money in my account.

I just want to say that, I have never had good experience with Ismrt or remote metering service, I feel **** to, treated with utmost disgusting treatment ever as a customer and ismrt or remote metering does not seem to care for my well being as a customer or person. in all aspect of life, it is personal because alternately we leave survive in our personal lives and to give me a run around like this for more than 7day with money that is supposed to be feeding my family its cruel, appalling and UNFAIR at all. I have comp**** with all the requirements for the refund of my money and waited patiently but what I have been receiving is the very bad and cold treatment as if someone is doing me a favor, I do not owe ismrt or remote metering anything to deserve such disgustingly worse treatment ever. I have spent above R100 calling and following up and even recently and even worse today I stay in queue calling for about minutes with no one answering.

Just refund my money it just took couple of hours for my money to be in your account but it has to take weeks for me to get a refund of the money that is rightfully mine this is utterly unfair practice, I have every right to get my money back, I have completely followed your process and you should change the way you treat your customers and also train your agents to be professional all the time.

I hope you will be honest and considerate to read this email and pay back my money as quickly as it went into your account and below is the mail I sent on the 29th May 2020 request my money.