There is mounting discontent over Umzinyathi District Municipality’s water billing system. Consumers have called the Courier to complain about what they say are excessive bills. An elderly woman, who lives alone in a flat, said she had received a water account for around R24 000.
Others said they had not received bills, even before the lockdown shut down the postal services.
In response, Umzinyathi said that, “Starting from this month, our billing will improve drastically. We were expecting a new printing machine this month to assist with the printing of statements. This month, our statements will be out in time, provided that the post office can deliver. SMSs were also sent to customers to make it easy for them to pay their bill during lockdown. We are still encouraging our customers to send us their email addresses to customercare@umzinyathi.gov.za for emailed statements and for all account queries.” Readers had various complaints about their water bills.
Commented Dundee resident, Amy van Wyk: “I have received my account by mail about three times since July 2019. I have requested statements and nobody even bothers replying. They have the cheek to send me an SMS stating that my account is in arrears when I have been paying an estimated usage amount every month. There seems to be absolutely no accounting system in place and this makes me wonder who does their audits.”
Jonathan Helga told the Courier that as an estate agent, he had encountered many problems “Try selling a property and getting a clearance certificate out of them. I take photos of the reading and mail it to them. I complete the disconnection of services form, scan it and mail it to them. Months later, the seller still gets an SMS saying there is a huge amount outstanding.
Then they have the nerve to send an e-mail asking: ‘Can you prove that you completed the disconnection forms?’ And I reply: ‘Yes, I can. I will forward my e-mail of November 30 and also the one of January to you again, as well as the receipt I got to say that you read the message.’ Where they get the readings from only they will know.” Duke Singh said he had received one e-mail from Umzinyathi: “I requested them a few times to email me every month. They never did. I am now guessing and paying monthly.
This is very poor service.” Jean MacRitchie was also far from happy. “They don’t even send out those that are already supposed to be emailed! And they just make up a reading so they can charge you – a shocking state of affairs! I read my meter and they had charged me way more than the meter shows – I cannot believe the work ethic of this department!”
Lisa Scheepers said she used to get her water account emailed every month, but that is no longer the case.
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