Urgent Complaint Failure to Reconnect Electricity After Payment

I am writing this email out of extreme anger and disappointment regarding the disconnection of my electricity on 10 February 2026.

Today(11 February 2026), I paid the full outstanding amount, including the reconnection fee of R747, at approximately 12:00 midday. Immediately after making payment, I sent a WhatsApp message requesting urgent reconnection, clearly explaining that I have insulin medication stored in my fridge. I also followed up via email and received a response confirming that the electricity would be reconnected today.

Furthermore, I called your offices at 8:00am this morning to confirm that if I made payment, I would be reconnected the same day. The consultant I spoke to reassured me that I would definitely be reconnected.

I arrived home from work only to find that I am still without electricity.

How is it acceptable to charge R747 for a reconnection that has not taken place? What exactly is this reconnection fee paying for? You even charge R115 simply to send an email. Yet despite receiving full payment hours ago, I am still sitting in the dark.

I made it very clear that this situation was urgent due to my insulin medication. This is not a luxury it is a medical necessity. The complete lack of urgency and care shown in this matter is unacceptable. It feels as though the only priority is collecting money, not the wellbeing of customers.

I demand immediate reconnection of my electricity and a clear explanation as to why, despite payment and confirmation, this has still not been actioned.

I expect this matter to be treated with the seriousness it deserves.