CB
Charles B
1 reviews | Active since Jun 2018
10 Aug 2021, 20:48
Random billing from STSS.
I can say today with confidence that STSS are robbing its customers. I have topped my wallet on the 8th of August for 500 Rands. My wallet wast not topped up and today they have cut my utilities. When I opened my wallet it was minus 15 , then it went to 35 and then minus 59 Rands. How is this possible? When I talked to the customer care agent about that issue he was not able to explain why I was charged when my utilities were off. There is definitely no link between their app and the meters. The billing is random. If i don't have an explanation I will take this matter to the public and tarnish the name of that company.
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Stss Prepaid Metering's replyOfficial
11 Aug 2021, 11:09Thank you for contacting us. You mentioned that a payment was made via EFT from FNB on 8 August 2021. FNB only reflects the payment on 10 August 2021, which seemingly is as a result of the fact that the payment was made on a Sunday preceded by a public holiday, both of which are non-banking days. In order for STss to process a payment on your account quicker, we will require that you send the POP to the email address stated on the app under ‘Normal EFT’. Our system will receive the POP within an hour and create an interim credit to that effect, which will be reversed when the actual bank payment reflects in our records. That being said, we do apologise for the frustration experienced in trying to contact the Call Centre during an extraordinarily busy evening. Your account went into arrears at 22:11 on 9 August 2021 following a gas charge. The wallet will continue charging water and gas when there is no credit as we do not disconnect the supply. Electricity was in fact off between 12:49 and 19:12, during which time no electricity was charged. The system was independently audited, and is billing correctly.
Stss Prepaid Metering's reply11 Aug 2021, 11:09
Official
Thank you for contacting us. You mentioned that a payment was made via EFT from FNB on 8 August 2021. FNB only reflects the payment on 10 August 2021, which seemingly is as a result of the fact that the payment was made on a Sunday preceded by a public holiday, both of which are non-banking days. In order for STss to process a payment on your account quicker, we will require that you send the POP to the email address stated on the app under ‘Normal EFT’. Our system will receive the POP within an hour and create an interim credit to that effect, which will be reversed when the actual bank payment reflects in our records. That being said, we do apologise for the frustration experienced in trying to contact the Call Centre during an extraordinarily busy evening. Your account went into arrears at 22:11 on 9 August 2021 following a gas charge. The wallet will continue charging water and gas when there is no credit as we do not disconnect the supply. Electricity was in fact off between 12:49 and 19:12, during which time no electricity was charged. The system was independently audited, and is billing correctly.