TM
Thabo M
Active since Aug 2018
5
Reviews
0
Industries
Reviews
5 reviews1 month ago
Electricity blocked due to rental arrears - poor handling by credit control
I would like to raise a concern regarding the handling of a tenant matter at The Junction (managed by Central Developments) and the conduct of one of the credit controllers. A tenant’s prepaid electricity was blocked through the SmartMatter system because of rental arrears that have nothing to do with electricity usage. This effectively prevents the tenant from purchasing electricity, which is an essential service. After engaging with SmartMatter, they confirmed that the amount loaded onto the electricity system was related to rental arrears and advised that the matter should be addressed with property management. The concern here is that the utility platform is being used to enforce rental collection, which leaves tenants without electricity. In addition, the interaction with the credit controller (Mxolisi) was extremely unprofessional. When the tenant attempted to explain her financial situation, she was told that her voice was “annoying” and that she must “go hustle the rent money.” This kind of language is unacceptable when dealing with tenants who are trying to resolve their accounts in good faith. To make matters worse, an agreement was discussed where half of the arrears would be paid. The tenant made a payment of R4,000 in good faith based on that discussion, but afterwards the credit controller attempted to change the position and demand the full amount immediately. While rental arrears are a serious matter, tenants should still be treated with dignity and professionalism. Blocking electricity through a prepaid system to enforce rental payment and the manner in which the situation was handled raises serious concerns about tenant treatment and service standards. I hope Central Developments reviews both the conduct of its staff and the practice of linking rental arrears to utility access.
0 replies
1 month ago
********s with *********
SmartMatter’s platform is currently being used to block the purchase of prepaid electricity due to rental arrears that have nothing to do with electricity consumption. Electricity is an essential service, yet the system prevents tenants from purchasing power because of rent owed to the property manager. This practice effectively cuts off electricity to enforce rental payment, which amounts to ******** self-help and is inconsistent with South African law. In particular, it conflicts with the Rental Housing Act and the Prevention of ******* Eviction from and ******** Occupation of Land Act (PIE Act), both of which protect tenants from being forced out of their homes or deprived of essential services without due legal process. When SmartMatter was asked to clarify the legal mandate for linking rental arrears to a prepaid electricity account, the company refused to address the question and redirected the matter back to property management, despite the restriction being enforced through their own platform. Blocking access to electricity in order to collect rental arrears raises serious legal and ethical concerns and warrants review by regulators such as the National Energy Regulator of South Africa (NERSA). Tenants deserve transparency and access to essential services without platforms being used to enforce rental collection outside proper legal processes
0 replies
40 months ago
Appalling service
I'd like to make you aware of the appalling service I have received in regards to my claim by your team. On the 25th of December I was involved in an accident, Discovery arranged towing which was quick and excellent. However after that things went downhill, when I made the first follow up, the agent I was dealing with didn't know where the car was towed to. I then provided all the information the agent responsible for my claim, providing a detailed explanation of what caused the accident, and an accident report - to this day I've never heard from her. I then received an sms stating that the car will be booked for assessment at Auction Nation Middleburg for the 30/12/2022 0h00 - who does an assessment at 0h00 I asked myself thinking it is a mistake. I then followed up yesterday, and I was told my case had been assigned to a Team Leader who is on leave, so now I ask myself why is the case assigned to someone on leave, does this mean my claim will only be looked at whenever this person decides to come back. Fine, the agent noted the mistake of the booking of the assessment and cancelled it, however it was cancelled without booking a correct one. I understand it was festive and all that, however as an insurance company I am sure you register more claims during this time and your team should be proactive instead they are reactive. One must make numerous phone calls to be updated. This is really a let down by Discovery.
264 replies
93 months ago
Exceptional service from Natasha,
Exceptional service from Natasha, she should handle all customer queries not just complaints. From start to finish she kept me posted about my claim , she's the true definition of customer service the whole field needs someone like her. Thanks Natasha.
53 replies
93 months ago
SLA for lost/stolen phone
Good day Judging by the reviews on here it clear that your customer service is very poor and all you provide is just a generic answer for a claim and ya'll are quick to ask for excess fee money but then take you own time once the excess fee is paid. How can as soon as I pay the excess fee ya'll tell me the you waiting for the waybill has the device been sourced yet or is that a generic answer you give to everyone who has filed for a claim. All I see with this reviews is that people stay weeks and months without a device. If I may ask what is the SLA on lost/stolen device? Regards,
53 replies
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