Refusal to Reverse Incorrect Electricity Purchase – R2,950 Lost Despite Unused Token

On (insert date) I accidentally purchased electricity for an old Enbaya prepaid meter that I used years ago. The amount was R2,950. I contacted Enbaya immediately with the token details and proof of purchase.

To my shock, they confirmed that the prepaid meter is registered to my cell number — meaning the purchase is clearly linked to me — yet they still refused to help. They would not reverse, reallocate, or even escalate the matter, despite the fact that the STS token is still UNUSED and STS rules allow for unused token reversals. Their customer service was cold, dismissive, and unwilling to assist in any meaningful way.

Nedbank was no better. I purchased the electricity via the Nedbank app, and when requesting a VAS reversal for an erroneous prepaid purchase, they simply said “No, we can’t reverse it” without escalation or investigation. For an amount this large, this is unacceptable and irresponsible.

I am now left stuck between two companies who refuse to assist with a simple, valid request — even though the money is recoverable and the error was reported immediately. This experience has been extremely frustrating and financially stressful.

I am requesting that:

1. Enbaya process a reversal or reissue of the unused STS token, OR

2. Nedbank process a VAS dispute as they are required to do for erroneous prepaid purchases.

I will escalate this to the Ombud, CGSO, and Nedbank Ombud if necessary. This level of customer service from both organisations is unacceptable and unfair to consumers.