Techincal Issues - Unresolved for 3-Months

As a business with three (3) electricity meters, we have repeatedly reported technical problems to WireIT/Contour Technology for the past three (3) months.

Due to experiencing prolonged frustration and dissatisfaction, we persisted in communicating our concerns to WireIT/Contour Technology through emails and phone calls. However, our complaints remain unresolved as emails are selectively answered (not resolved), and pressured phone calls are just arrogantly brushed off as unimportant.

We have experienced two (2) interrelated technical problems starting from mid-October 2023. See the brief description below:

1. We do not receive an emailed invoice copy directly after payment. Therefore, our only option is to manually request an invoice via email or phone to the helpdesk after each electricity purchase. These additional administrative tasks have caused significant time-consuming inconvenience to our business operations.

2. The Technical issue the log-in Online Portal (www.wireit.co.za) experiences is that the 'Send Email' function does not function. NO EMAIL ARRIVES IN OUR INBOX.

Both these WireIT/Contour Technology invoice functions (email/resend) have been available since the purchase of our business in March 2016, and we cannot understand why such a convenient service now remains unrepairable. We have reported the Technical problem numerous times during the past three (3) months via email and telephone. • 18-10-2023 - Email Complaint WireIT • 27-10-2023 (22:28) - Phone Complaint WireIT • 06-10-2023 - Email Complaint WireIT • 21-12-2023 (14:19) - Phone Complaint WireIT • 21-12-2023 (14:32) - 32 Minutes - Phone Complaint - Contour Technology Tawanda Muchirakuenda • 29-12-2023 (09:52) - 4 Minutes - Phone Complaint - Contour Technology

To our dismay, WireIT/Contour Technology has found ways to circumvent technical issues by sending invoices via email.

WireIT/Contour Technology now attaches invoices for our three (3) individual meters as bulk bundles to a single email. These emails are sent irregularly, either around mid-month or at the end of the month.

This temporary fix is unacceptable, as it has created disorder in our Business Email Inbox, as we cannot Label or Sort according to the Meter numbers.

This long-standing Technical issue first required an apology (Never received) and urgent intervention with a permanent solution by Senior Management within 48 Hours of logging the numerous complaints.

However, I must highlight the fruitless phone interactions with the Call Centre Supervisor, Tawanda Muchirakuende. He never displayed any accountability or perseverance to provide a commitment date after consultation with Senior Management.

Furthermore, the Customer Support Specialist, Lorenzo Pillay, has been shining in his absence and has made no effort to make contact or offer an explanation or apology for the inconvenience and emotional stress this lengthy Technical issue has caused.

To reiterate our expectation as a VAT-registered business, we require emailed invoices for each electricity purchase immediately after payment and repair of the WireIT Online Portal's 'Resend Invoice' feature.

We require a resolution from Senior Management without further delay, as we will not continue to tolerate such unprofessional service.