My Voltage
1.6|117 reviews
Responds in 45 hours 19 min
KK
Kirti K
1 reviews | Active since Member
02 Dec 2025, 10:46
Total disregard
My experience with MyVoltage (Pty) Ltd has been unacceptable, unprofessional, and frankly shocking. Since August 2025, I have faced ongoing issues with their app and electricity service, and despite repeated payments, technical errors and delays have never been resolved. Key issues include: Inconsistent electricity unit allocation: Payments are made on time, yet units are loaded at random times. There is no reliability, no explanation, and no accountability. Ignored emails and lack of transparency: My detailed emails, including one on 31 October 2025, requesting documentation, tariff confirmation, and system logs, were ignored. MyVoltage made promises to connect me with OZOW and provide records, but nothing was delivered. ********* technical support requests: The MyVoltage technical team asked for physical access to my mobile phone — despite it being linked to banking credentials — instead of performing standard remote troubleshooting. This is invasive, unsafe, and unnecessary. Dismissive and selective communication: My emails have gone unanswered, yet public reviews were addressed only with requests to remove them rather than resolving the issues. Improper deflection: MyVoltage referred me to my estate management to resolve app issues, which is completely inappropriate and irrelevant. Failure to acknowledge technical evidence: Detailed logs and feedback showing server-side errors were ignored. The app continues to be non-functional due to their negligence. I have continued to pay for services I cannot access, and MyVoltage’s lack of action has caused stress, inconvenience, and financial loss. They have repeatedly failed to comply with basic consumer rights and professional standards. I strongly advise anyone considering MyVoltage to avoid them. Their repeated failures, ********* practices, and lack of accountability make them unfit to provide a service that customers rely on for essential electricity supply.
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Replies (53)My Voltage's replyOfficial
05 Dec 2025, 14:26Dear Kirti, Thank you for raising your concerns. We understand how upsetting this experience has been for you, and we appreciate the opportunity to respond based on the exact information already provided to Trafalgar, NERSA, and the trustees. 1. Your matter has been under formal review with NERSA since October
A joint session was held on 30 October 2025 with NERSA, yourself, Trafalgar, and MyVoltage.
During this session the app login issue was demonstrated and escalated to Ozow, as NERSA requested. MyVoltage submitted all documentation NERSA required, including Eskom bulk statements, your statements, tariff schedules, and system logs. There are no adverse findings from NERSA and no directive to remove MyVoltage. 2. Ozow found the root cause of your app access problem
Ozow confirmed that the payment failure occurred because two FNB/Ozow profiles were linked to your device.
This duplication caused the Instant EFT authentication to fail. Ozow’s recommended solution was to delink one of the profiles.
NERSA has communicated this to you as part of the corrective steps. 3. On unit allocation and tariff concerns
NERSA queried the tariff and MyVoltage supplied the Eskom Homepower 4 documentation.
This tariff combines all variable charges into one prepaid rate, with a separate daily fixed charge.
NERSA has requested a final demonstration to show exactly how units are calculated and to confirm that the timing of payment does not affect allocation. MyVoltage has confirmed availability for this demonstration. 4. Regarding communication
Because your complaint became a NERSA dispute, communication needed to be routed through NERSA and your managing agent for record-keeping. This is why responses followed formal channels rather than individual email threads. 5. On the request to remove MyVoltage or appoint your own provider
Trafalgar has already clarified that:
For clarity, MyVoltage never requested access to your banking credentials.
The request was for temporary screen-sharing to observe the error in real time before Ozow identified the duplicate-profile issue. Once Ozow confirmed the root cause, no further device troubleshooting was required. 7. Our commitment to resolution
We remain committed to:
Our team is committed to resolving it under the guidance of NERSA and in partnership with Trafalgar. If you would like us to go through the next steps with you directly, we are available to assist. Kind regards,
MyVoltage Support Team
A joint session was held on 30 October 2025 with NERSA, yourself, Trafalgar, and MyVoltage.
During this session the app login issue was demonstrated and escalated to Ozow, as NERSA requested. MyVoltage submitted all documentation NERSA required, including Eskom bulk statements, your statements, tariff schedules, and system logs. There are no adverse findings from NERSA and no directive to remove MyVoltage. 2. Ozow found the root cause of your app access problem
Ozow confirmed that the payment failure occurred because two FNB/Ozow profiles were linked to your device.
This duplication caused the Instant EFT authentication to fail. Ozow’s recommended solution was to delink one of the profiles.
NERSA has communicated this to you as part of the corrective steps. 3. On unit allocation and tariff concerns
NERSA queried the tariff and MyVoltage supplied the Eskom Homepower 4 documentation.
This tariff combines all variable charges into one prepaid rate, with a separate daily fixed charge.
NERSA has requested a final demonstration to show exactly how units are calculated and to confirm that the timing of payment does not affect allocation. MyVoltage has confirmed availability for this demonstration. 4. Regarding communication
Because your complaint became a NERSA dispute, communication needed to be routed through NERSA and your managing agent for record-keeping. This is why responses followed formal channels rather than individual email threads. 5. On the request to remove MyVoltage or appoint your own provider
Trafalgar has already clarified that:
- Under the STSMA, trustees have the mandate to appoint scheme-wide utility service providers.
- Individual owners may not opt out of a bulk metering agreement.
- The signed SLA contains a 3-year term with defined termination conditions.
- No contractual breach or service default has been recorded that would allow termination without penalty.
For clarity, MyVoltage never requested access to your banking credentials.
The request was for temporary screen-sharing to observe the error in real time before Ozow identified the duplicate-profile issue. Once Ozow confirmed the root cause, no further device troubleshooting was required. 7. Our commitment to resolution
We remain committed to:
- Completing NERSA’s requested demonstration
- Assisting with the Ozow configuration issue
- Providing your managing agent and trustees with all required documentation
- Ensuring transparent and compliant billing under the Eskom Homepower 4 tariff
Our team is committed to resolving it under the guidance of NERSA and in partnership with Trafalgar. If you would like us to go through the next steps with you directly, we are available to assist. Kind regards,
MyVoltage Support Team
Best regards,
My Voltage's reply05 Dec 2025, 14:26
Official
Dear Kirti, Thank you for raising your concerns. We understand how upsetting this experience has been for you, and we appreciate the opportunity to respond based on the exact information already provided to Trafalgar, NERSA, and the trustees. 1. Your matter has been under formal review with NERSA since October
A joint session was held on 30 October 2025 with NERSA, yourself, Trafalgar, and MyVoltage.
During this session the app login issue was demonstrated and escalated to Ozow, as NERSA requested. MyVoltage submitted all documentation NERSA required, including Eskom bulk statements, your statements, tariff schedules, and system logs. There are no adverse findings from NERSA and no directive to remove MyVoltage. 2. Ozow found the root cause of your app access problem
Ozow confirmed that the payment failure occurred because two FNB/Ozow profiles were linked to your device.
This duplication caused the Instant EFT authentication to fail. Ozow’s recommended solution was to delink one of the profiles.
NERSA has communicated this to you as part of the corrective steps. 3. On unit allocation and tariff concerns
NERSA queried the tariff and MyVoltage supplied the Eskom Homepower 4 documentation.
This tariff combines all variable charges into one prepaid rate, with a separate daily fixed charge.
NERSA has requested a final demonstration to show exactly how units are calculated and to confirm that the timing of payment does not affect allocation. MyVoltage has confirmed availability for this demonstration. 4. Regarding communication
Because your complaint became a NERSA dispute, communication needed to be routed through NERSA and your managing agent for record-keeping. This is why responses followed formal channels rather than individual email threads. 5. On the request to remove MyVoltage or appoint your own provider
Trafalgar has already clarified that:
For clarity, MyVoltage never requested access to your banking credentials.
The request was for temporary screen-sharing to observe the error in real time before Ozow identified the duplicate-profile issue. Once Ozow confirmed the root cause, no further device troubleshooting was required. 7. Our commitment to resolution
We remain committed to:
Our team is committed to resolving it under the guidance of NERSA and in partnership with Trafalgar. If you would like us to go through the next steps with you directly, we are available to assist. Kind regards,
MyVoltage Support Team
A joint session was held on 30 October 2025 with NERSA, yourself, Trafalgar, and MyVoltage.
During this session the app login issue was demonstrated and escalated to Ozow, as NERSA requested. MyVoltage submitted all documentation NERSA required, including Eskom bulk statements, your statements, tariff schedules, and system logs. There are no adverse findings from NERSA and no directive to remove MyVoltage. 2. Ozow found the root cause of your app access problem
Ozow confirmed that the payment failure occurred because two FNB/Ozow profiles were linked to your device.
This duplication caused the Instant EFT authentication to fail. Ozow’s recommended solution was to delink one of the profiles.
NERSA has communicated this to you as part of the corrective steps. 3. On unit allocation and tariff concerns
NERSA queried the tariff and MyVoltage supplied the Eskom Homepower 4 documentation.
This tariff combines all variable charges into one prepaid rate, with a separate daily fixed charge.
NERSA has requested a final demonstration to show exactly how units are calculated and to confirm that the timing of payment does not affect allocation. MyVoltage has confirmed availability for this demonstration. 4. Regarding communication
Because your complaint became a NERSA dispute, communication needed to be routed through NERSA and your managing agent for record-keeping. This is why responses followed formal channels rather than individual email threads. 5. On the request to remove MyVoltage or appoint your own provider
Trafalgar has already clarified that:
- Under the STSMA, trustees have the mandate to appoint scheme-wide utility service providers.
- Individual owners may not opt out of a bulk metering agreement.
- The signed SLA contains a 3-year term with defined termination conditions.
- No contractual breach or service default has been recorded that would allow termination without penalty.
For clarity, MyVoltage never requested access to your banking credentials.
The request was for temporary screen-sharing to observe the error in real time before Ozow identified the duplicate-profile issue. Once Ozow confirmed the root cause, no further device troubleshooting was required. 7. Our commitment to resolution
We remain committed to:
- Completing NERSA’s requested demonstration
- Assisting with the Ozow configuration issue
- Providing your managing agent and trustees with all required documentation
- Ensuring transparent and compliant billing under the Eskom Homepower 4 tariff
Our team is committed to resolving it under the guidance of NERSA and in partnership with Trafalgar. If you would like us to go through the next steps with you directly, we are available to assist. Kind regards,
MyVoltage Support Team
Best regards,