Worst experience with using the STss app and ******** replies from finance department

Recently our estate introduced prepaid or metered water that came with a metre I supposed managed by STss, before this I exclusively bought electricity on my banking app, unfortunately I couldn't buy water on my banking app. I then had to download the app and sign-up to buy water tokens, with the convenience I decided to buy electricity on the app as well (even though every purchase was charged compared to when I bought on my bankibng app). On the the 28th of May I bought an electricity token for R1400 in the morning while at work, later on that day I logged into the app and used the token that appeared on the home screen that said "Last electricity token was requested on", that token gave me a "reject" error, I then went into the "Tap for transactions" button and the was another token on the same day, I tried that one and it gave me a "used" error.

I started a chat with someone and explained what had happened, the chat agent said I tried to upgrade my metre, this was surprising because I had no idea what he was on about, he then also explained that because I "tried" to upgrade my metre the token I bought would not work and said the would ask the finance department what the best course of action would be. It took a whole week before I got a response from the finance department.

The response from finance in nutshell is summarized below:

1. They mention that this was communicated on the flyer and the website - something I have never seen before, as I only downloaded the app recently and when I started using it there were no notifications about upgrades.

2. The additional acknowledgment, that you understand the tokens will not be replaced was even implemented from the 16th so they would have had to click this before they could do the upgrade - I did not have any of these push notifications on my app and I did not acknowledge anything, furthermore I did not try to upgrade my metre at all, so this doesn't apply to me.

3. The token was bought the morning at 09:24 and the Upgrade was only actioned at 13:50 this is ample time for the to load the token - I bought the token while I was at work and tried to use the token after 17h00, this is an ******** assumption that I just bought the token and sat for the upgrade to happen then tried to use my token.

4. Unfortunately, if we make an exception for one we need to do it for all - if I used the app for my electricity on the STss app and missed the upgrade notifications, then this would be fair, but I did not, and I did not try to upgrade my metre.