KK
Kussing K
1 reviews | Active since Feb 2023
03 Mar 2025, 13:26
Disappointing Customer Service and Lack of Empathy
My recent interaction with STss Prepaid Metering was quite disheartening. I accidentally bought a R1000 electricity token instead of R100 and urgently needed assistance to rectify the mistake. Unfortunately, the company refused to help, citing their policy. Even though I offered to pay any penalties, they showed no willingness to assist. This rigid and inconsiderate approach to customer service is very disappointing. I hope they can adopt a more empathetic and flexible stance in the future.
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Stss Prepaid Metering's replyOfficial
03 Mar 2025, 15:38Thank you for reaching out and sharing your experience. We understand how frustrating it must have been to purchase a higher-value token than intended, and we regret any inconvenience this has caused.
Prepaid electricity tokens are issued by a third-party affiliate, and once generated, their value cannot be changed or refunded. The token is coded specifically to your meter and cannot be transferred to another user or property. Even if removed from our system, it remains valid and redeemable on the meter, which prevents us from offering refunds.
A refund would need to be approved by the Scheme Executives, as the funds belong to the complex rather than STss. They would need to verify that the token has not been entered into a meter before authorizing any refund. If you wish to explore this option, we recommend reaching out to them directly.
We acknowledge that this may not be the ideal outcome and appreciate your feedback as we continue reviewing our processes to improve our service.
Stss Prepaid Metering's reply03 Mar 2025, 15:38
Official
Thank you for reaching out and sharing your experience. We understand how frustrating it must have been to purchase a higher-value token than intended, and we regret any inconvenience this has caused.
Prepaid electricity tokens are issued by a third-party affiliate, and once generated, their value cannot be changed or refunded. The token is coded specifically to your meter and cannot be transferred to another user or property. Even if removed from our system, it remains valid and redeemable on the meter, which prevents us from offering refunds.
A refund would need to be approved by the Scheme Executives, as the funds belong to the complex rather than STss. They would need to verify that the token has not been entered into a meter before authorizing any refund. If you wish to explore this option, we recommend reaching out to them directly.
We acknowledge that this may not be the ideal outcome and appreciate your feedback as we continue reviewing our processes to improve our service.