Concerns Regarding Metershack Billing System and Tenant Treatment at Channan Complex

Dear Metershack Team,

I hope this email finds you well.

I am writing to express my deep disappointment with the billing system and the treatment tenants receive at Channan Complex in Groblerpark. Since renting a small two-bedroom apartment in February of last year, I have encountered numerous issues that have not only frustrated me but also negatively impacted my family’s quality of life.

Initially, for the first three months, the bills appeared reasonable and comparable to other tenants in two-bedroom units. However, starting in May, the billing amounts escalated dramatically and inexplicably. The owner of the apartment attempted to locate your offices to seek clarification but was unsuccessful. Unfortunately, the trustees of Channan Complex and Chat consultant from Metershack, who should act in the interest of tenants and owner, dismissed our concerns, suggesting excessive appliance use or overcrowding as possible explanations.

This dismissive attitude is concerning, as it undermines the basic rights of tenants who rely on the trustees for fairness and support. Instead, tenants are left feeling like transient occupants whose issues are ignored because “people come and go” regularly at the complex.

A particularly distressing experience occurred in March, when the complex was without water for four days due to a payment dispute involving Metershack and Joburg Water. Tenants struggled to find water from nearby schools, garages, and neighbors. Trustees merely sent a voice note advising residents to source water through personal contacts with access to Jojo tanks or trucks, an approach that left me in shock and disbelief.

Further exacerbating matters, my unit suffered from a leaking valve that was initially dismissed by the trustees as “breathing.” After providing photographic and video evidence, maintenance was arranged. However, the lack of communication and professionalism in resolving this issue was glaring. Despite my landlord arranging for a private plumber to address the issue, the trustees explicitly prohibited her from allowing the plumber to proceed. They stated their own maintenance team would attend to the issue the following day and added that, should the landlord proceed with her plumber, she would not be reimbursed. The situation remained unresolved until a replacement was made much later, further escalating our already exorbitant utility bills.

To add to the confusion, both the trustees and Metershack suggested that the high electricity consumption might be due to extra appliances such as dishwashers or tumble dryers. However, the apartment is too small to accommodate all such appliances, including a proper washing machine. For context, I haven’t even used the oven since moving in, and during school hours, my children are not at home. It begs the question—who is consuming this electricity? Or is this deliberate overcharging designed to exploit tenants?

Moreover, I have encountered significant challenges in communicating with Metershack. Your landline is not working and simply rings endlessly without being answered. On WhatsApp, the consultants appear to have limited information and are unable to assist clients effectively. Instead, they routinely send a list of appliances, which is unhelpful in addressing the core issues. This lack of accountability and responsiveness only deepens my frustration.

Beyond these incidents, the billing system remains unpredictable and excessively high. Weekly bills for water and electricity often range between R700 and R800, which is unsustainable given the current economy. Other tenants in similar units report much lower monthly charges, highlighting inconsistencies that demand investigation. Additionally, the daily charges for electricity sometimes range between R80 and R160, despite frequent power outages in the complex.

I would like to emphasize that my family is not going to rent at Channan Complex forever. We are currently building our own house, which is unfortunately taking a little longer than expected to complete. However, the reason we continue to stay at Channan is to avoid signing another lease elsewhere while knowing our home is near completion.

Lastly, I would like to stress that the trustees’ manner of handling tenant concerns is deeply troubling. Respectful communication is critical, and tenants should not feel bul**** simply because they are renting. Professionalism, mutual respect, and a willingness to listen are essential qualities that must be demonstrated to create a harmonious and fair living environment for all parties involved.

The unstable billing system and lack of accountability from both Metershack and the trustees have left me emotionally drained and deeply disappointed. My husband’s health has deteriorated due to the constant stress of these unresolved issues, and our family’s happiness has been jeopardized. We cannot continue living under these conditions, and we fear for others who may face similar challenges.

I strongly urge Metershack and the trustees to address these issues promptly and implement a fair and transparent billing system to restore trust and protect the well-being of tenants. This treatment is unacceptable and must be rectified to ensure tenants feel valued and respected.