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1.3 130 Reviews

City of Tshwane Metropolitan Municipality Complaints Summary

9 Resolved
121 Unresolved
Our verdict: If considering services from City of Tshwane Metropolitan Municipality with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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City of Tshwane Metropolitan Municipality reviews & complaints 130

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7:46 am EDT
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City of Tshwane Metropolitan Municipality electricity bill

On 27 september 8 o'clock my electricity was cut (didn't received any warning letter) I phoned they just said that they did send one out. I asked the guy with the name winter what I can do as I got a baby. He said to pay r12878.00 and e-mail proof of payment to credit control @tshwane.gov. Za and it will be turned on within 48 hours so I did. I then where on the phone for the rest of the day where the put me through from one person to another and cut me off 4 times. I just wanted to know if they did received my proof of payment, as I had no car this was the only way to do it and had to make all calls from my cellphone e-mail was send by the bank. On saturday I made another big payment, this is now sunday 17:00 still no electricity

Read full review of City of Tshwane Metropolitan Municipality and 2 comments
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Anthony Spruyt
, ZA
Sep 05, 2011 6:38 pm EDT

Incorrect meter reading, thumb sucked and going in circles when phoning.

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Suzette van Staden
, ZA
Oct 30, 2012 5:35 am EDT
Verified customer This comment was posted by a verified customer. Learn more

If you have a problem and can't get it solved you need to register a formal complaint. But if this complaints doesn't get solved there is no reason to complaint. Fact is Tshwane doesn't solve any electricity users problem unless you take further legal actions an most users can't afford that and Tshwane knows that. The Tshwane employees are not capable of helping with complaints. I also have a current problem that is not solved for the last two months. Sometimes I think Tshwane don't help so they can steal peoples money. If not they need to proof what happen to all the outstanding money owed to users.

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3:42 pm EDT
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City of Tshwane Metropolitan Municipality charging financial levy when payment was on time!!

Account nr [protected]
I have been charged a financial levy by the city of tshwane for a final letter of demand when my account was paid well before the final payment date! The payment of r450 was made on 07/05/2011 but only allocated on
25/05/2011!? I really don't think I should pay for their incompetence!

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8:24 am EDT
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City of Tshwane Metropolitan Municipality dustbin not emptied

The end of march, I had one of the waste removal staff ring my gate bell, as my front door was open, he requested a cold drink from me, which I said I do not have, as there was one extra bag due to me only taking my bin out sometimes only every 2nd week, although I pay for weekly services.
I e-mailed andre on 5 april to report my dustbin was not emptied, the next day it was emptied.
I did not take out my dustbin on 19 april as only a quarter full.
When I took the dustbin out on 26 april as it was half full, it was once again not emptied.
I found a brick was lying on top of the bin, when I looked inside to find a plastic bag broken & all the dirty contents lying around in the dustbin and a banana peel, I do not eat banana's, this could be caused by others searching through dustbins.
I looked around the neighbourhood to find their bins lids lifted, therefore their bins were emptied.
I have e-mailed andre requesting my dustbin be emptied before next tuesday, as the dustbin will be 2 loads then already, as I have only had my waste removed twice in april. I pay my account before the due date every month. I have tried to call andre numerous times with the phone only ringing.

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Update by paggap
May 03, 2011 10:06 am EDT

As per the complaint above, only two forths of my dustbin was removed with a remaining of one quarter of the rubbish still in my dustbin. The remaining rubbish has been removed from the plastc bag and thrown inside my dustbin like this.

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3:13 pm EST

City of Tshwane Metropolitan Municipality inability to allocate payments

For the past 18 months I have had numerous issues with Tshwane not allocating my payments and then billing me penalties because of apparent non-payment. This is despite me faxing & emailing proof of payments numerous times and spending literally hours on the phone. Most of the timewhen I phone in you sit in a queue for15-20 mins after which someone picks up the phone and then just puts it down in your ear without saying a word.

In my latest encounter Tswane is claiming my payment made 12 January 2010 at a Pick and Pay Easypay point via debit card has been 'dis-honoured' on 3 March 2010 even though I have statements from both Nedbank & Pick n Pay showing everything was succesful. Pick n Pay even tried phoning them to get this sorted out but Tshwane just continues saying the problem cannot be on their side.

This put my credit record in jeopardy and I also had to pay more than double my normal payment to avoid legal action. I now sit at a point where I have yet again paid more than I had to due to the total uselessness of the staff & systems at the City of Tshwane.

Last comments I had is that I have to go to their offices and state my case. To do that I have to put in leave!

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2:15 pm EST
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City of Tshwane Metropolitan Municipality misadministration influencing my credit record

We sold our property over a year ago and are still getting bills for property taxes owing. After several emails and unanswered telephone calls, it's still not resolved...
Please see below my correspondence to them!

From: debbie. [protected]@hotmail.com
To: [protected]@tshwane.gov. Za
Subject: *urgent reply required ref # [protected] regarding final demand!*
Date: thu, 30 sep 2010 22:53:09 +0200

Good day!

Kindly pay urgent attention to the below email...
I still haven't received any feedback as yet!
I am also attaching the documentation that was sent through by the attorney regarding the transfer.

Please advise a.S. A.P.

Kind regards
Debbie loots

From: debbie. [protected]@hotmail.com
To: [protected]@tshwane.gov. Za; [protected]@tshwane.gov. Za
Subject: urgent reply required ref # [protected] regarding final demand!
Date: sun, 12 sep 2010 07:06:35 +0200

Good day!

I've received a final demand and require urgent rectification regarding this matter!

We've sold our townhouse in november 2009 and the transfer went through in february 2010. We paid fees over to you for settlement in advance, and still requires that to be refunded.
We do not owe anything in property taxes.

Please see below my previous enquiry and acknowledgement of change of ownership.

Please contact me urgently in this regard.

Kind regards

Debbie

(tel: [protected])

From: debbie. [protected]@hotmail.com
To: [protected]@tshwane.gov. Za
Subject: re: urgent reply required please re: account number: [protected]
Date: sat, 7 aug 2010 22:52:31 +0200

Thank you.

Kindly rectify the account and effect refund a.S. A.P.

Kind regards
Debbie

From: [protected]@tshwane.gov. Za
To: debbie. [protected]@hotmail.com
Date: thu, 5 aug 2010 12:27:24 +0200
Subject: re: urgent reply required please re: account number: [protected]

Good day
Thank you for your e-mail.

Your query has reference. Change of ownership has been requested with reference no:[protected]

I trust you find the above information in order.
Should you have any other query, please feel free to contact us at [protected]@tshwane.gov. Za
Kind regards;
Lebohang mogoera on behalf of customer care

From: debbie loots [mailto:debbie. [protected]@hotmail.com]
Sent: 26 july 2010 09:37 pm
To: customer care
Subject: urgent reply required please re: account number: [protected]
Importance: high

Hi there!

Kindly attend to the beloww request as a matter of urgency!

Kind regards
? Debbie loots

From: debbie. [protected]@hotmail.com
To: [protected]@tshwane.gov. Za
Subject: account number: [protected]
Date: mon, 12 jul 2010 19:14:50 +0200

Good day!

I would like to query why we still get billed for property taxes on a property that no longer belongs to us.

We have sold our townhouse at 20 lancelot, reddersburg street and the transfer went through in february.
We have paid settlement figures over to the transport attorney and according to my calculations we have to get a refund.

Could you please investigate this matter as we do not want our credit record to be affected by a mistake on another party's side.

Kindly contact me on this email address or alternatively on my cell number: [protected].

Please do not hesitate to contact me should you require any further information. I'd appreciate it if this issue could be resolved as a matter of urgency.

Thanking you in advance.

Kind regards
Debbie loots (nee nothnagel)

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AS rabalao
, ZA
Aug 22, 2012 7:53 am EDT

Good day!

I would like to query my rent account according to the statement they charge areas because of late payment yes agree with, but why is the areas are higher than a rent this cant be! please check your reding and fix this matter and updates our payments dates cause we cant afford to pay on your dates that requested atleast after a month is batter cause we get paid on the due dates. Could you please investigate this matter as we do not want our credit record to be affected

thanks
Mr AS Rabalao

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12:38 pm EST
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City of Tshwane Metropolitan Municipality electricity account

I paid my electricity account every month and was up to date with it until yesterday, when I got home, I got a final warning that my account was in arrears of R26000! I went to the City of Tshwane Electricity account offices this morning, only to learn that they have overnight decided to increase my deposit on the property to R13000! This is unacceptable, but unfortunately I have to pay the outstanding balance to prevent the electricity services to be cancelled. The Chief in charge advised that they decided to increase the deposit, and that there is nothing that I or anyone else can do about it. He suggested that I make an arrangement to pay x amount every month in order to have the deposit of R13000 paid in full. Is this how they normally work with the electricity accounts? I mean, I paid R12000 deposit some 15 years ago when I bought the property. And now al of a sudden, there is an increase in the deposit, making it R13000! I can't believe that this is happening to me...

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wii
, ZA
Jul 24, 2013 4:11 am EDT

My property rates increased from R75 per month in June 2013 to R737 per month in July 2013 without an explanation. I have sent countless email to customerservice@tshwane.gov.za but the email either gets read or deleted without being read without any sort of an explaination. Account number: [protected]

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zxccvb
, ZA
Nov 02, 2012 1:53 am EDT

I sent 3 Emails to their customer care ddepartment to obtain the latest balance on mymunicipal account. No reply received. I phone them but get disconeected every time the call is put through from the switchboard system to the operator.

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h.botes
, ZA
May 11, 2011 5:19 am EDT
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Hi, It is the second week that our rubbish haven't been removed. We tried to phone, fax, e-mail the city of tshwane offices and consumer complaints offices there, but they just ignore us. What is going on? Are they striking?

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ASfalte
, US
Sep 30, 2010 4:08 pm EDT

I've received a notice to pay an account for the previous owner of my house or face my services being cut. These guys have been offline for a week! They're quick to dish out final demands and cut services, but dead when it comes to helping you sort out a problem.

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annemi Strydom
, ZA
Aug 05, 2010 8:39 am EDT

Faulty electricity bill. Incorrect meter reading. Tried for days to contact meter reading department. Was told wrong department, must get in my car and go see them.

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Stone66
, US
May 05, 2015 10:31 am EDT

Same here, and then they have the cheek to send me a final demand letter with the incorrect meter readings

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Michael Kopanye
, ZA
Feb 19, 2015 7:32 am EST

20 October 2014, I sent an email to Ms Betty Chuene of your office and copied three other officials. To date, no reply came from the City Of Tshwane.

My ref is Id No [protected].
An employee in your office made unauthorised arrangement with my tenant at Kiepersol 121. No electricity bill was to be paid. Now the bill is over R 20 000, 00. What is really happening with the Coucil?

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Justicem
, ZA
Jan 07, 2014 6:27 pm EST

hello sir, i am the customer service officer here at the municiplatiy, in fact we have very busy now because lots of people in our team are off sick, its only me and another lady taking the complaint, sometimes we disconnect you because it is lunchtime, sorry god bless my name is justice

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Justicem
, ZA
Jan 07, 2014 5:56 pm EST

hello sir im the customer service officer here at the munciplatiy. we are looking in your problem, dont worry Infact you must pay the higher amount for now and we will get back to you ok? My name is justice

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susanna johanna
, ZA
Jun 14, 2012 5:31 am EDT

sj venter ek aleen looper sukel al 4maande met reg weet ni hoekom dit af kom ni ek gebreuuk ni eers 5oo n maand ni kan u my aseb help id [protected] reg2034166631 het al gaan praat ma niemand wil of kan my help ni.

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8:12 am EDT
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City of Tshwane Metropolitan Municipality metres not serviced and incorrect billing

I have had an electricty bill of 0.00 for 3months and I did complain about it. The council then decided to instal a new one and gave me a bill of R4700.00. First of all how did they do thier billing and why should I be responsible for thier mess? this incindent happened last year and now they give me this bill. I assume that they have used the new tariffs for last years billing
My normal electricity bill for last year was about R300-R400 mathematically this does not make sence.
I am sick of been bullied by the Government!

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Elna Kupke
, ZA
Feb 20, 2018 12:03 am EST

I have a faulty meter since October last year. I reported it twice. Up to now, nobody turn up to replace my meter.

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niblo
, ZA
Mar 31, 2011 7:49 pm EDT

Maybe we should all club together and sue them, another option to flood NERSA with complaints search for a Nersa Document NRS 047-1:2005... and weep.

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Grant Aanhuizen
, ZA
Feb 14, 2011 7:15 am EST
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hi i agree, this departmnet is just out to make money, i have contacted my attorney to sort this out in court as i feel i wam beeing robbed

Grant Aanhuizen
[protected]

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8:16 am EDT

City of Tshwane Metropolitan Municipality lazy workers lead to incorrect accounts

Since we bought our house in July 09, not 1 of our municipality accounts have been correct. They guess the amount of electricity that we use, based on the previous people that lived there. They were 5, we're only 2! 4 Sept my husband went in to their offices in Pta. He was there at 6am, he finished at 10am. On our account was electricity that amounted to more then R6000, they could not tell us what that was for, we had to pay it! On the account they say if you go in and pay at there offices you will receive 40% off. Seeing that we have to pay for something we think we've been billed incorrectly for but even so have to pay it, the 40% helped. End of Sept we received our account, again our electricty was guessed at the previous peoples useages. The best thing, we were on honeymoon for 3 weeks in Sept, so how in the hell can we use over a R1000 of electricity! And the other great thing, the 40% that we were supposed to get off, is still on our account and they charged interest on it! Yesterday I got the new account for october, this time they guest the water, it went from R300 to R1050. We phoned them, they will cut of our electricity if we don't pay the incorrect amount.

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aassdd
n bvhnb, US
Oct 11, 2010 9:10 am EDT
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2:08 pm EDT
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City of Tshwane Metropolitan Municipality account over charging

Account [protected]

Once again an issue with my account.

My electicity estimate is dubble my actual usage …… last month actual was 1189 now the new estimate is 2284KWH almost dubble the actual usage.
What what the F_ is happening in this account department.

No feedback on issue below.

PLEASE help or wake up.

EMILE COLLINS
Tshwane resident.

From: Emile Collins
Sent: 24 July 2010 07:35 AM
To: '[protected]@tshwane.gov. za'
Cc: '[protected]@afriforum.co.za'; '[protected]@rekord.co.za'
Subject: Account [protected] - Electricity cut 20/7/2010

Please refund me the R500 I have paid for the electricity cut on 20 July 2010 on the following basis:
• I have loaded a default payment amount of R2700 per month for my account. I have received my account too late to rectify my payment.
• I wanted to pay the shortfall of R748 for June when I got my July account a see that I was overcharge R877 that was deducted (this was due to the fact that my electricity was estimated for 5 months).

I found it totally unacceptable that my electricity was cut due to estimates of 5 months and an overcharge that was just deducted from the next month.

Your cooperation in this regard is highly appreciated.

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Reanda
Centurion, ZA
Jul 05, 2021 3:17 am EDT
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Dear City of Tshwane

We have been charged with miscellaneous charges on our account for two consecutive months now without any explanation of what this amount consists of and how it was calculated. The first amount was close to R1500 and the latest exceeded R2000.

We have lodged numerous complaints on your website following the complaints portal as well as tried to call to no success.

This type of service is unacceptable. We have a right to know what we are paying for, and since we pay for services it is also our right to have such services rendered.

Can we please have assistance to resolve this issue?

We look forward to hearing from you.

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Nico Lyon
, US
Feb 24, 2017 12:59 am EST

Account [protected]

My electicity estimate is 4 times my actual usage …… last month actual was 200kwh now the new actual is 1000kwh almost 4 times the actual usage.
What what the hell is happening?

I want feedback on this issue.

PLEASE help and investigate urgently. I will not pay this, because Tshwane swapped my old meter without informing me.

Nico
Tshwane resident.

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coretta ralinala
, ZA
Nov 23, 2016 12:39 am EST

City of Tshwane added R15 000 to our bill, they wrongfully and forcefully did so, in their argument/accussation they said we bridged our meter box of which they cant prove until today.They provided a photo of a different household saying that it is our meter box and we asked them to come and have
a look at our meter box of which they did and found nothing, the meter was brand new replaced by them. This is what we call deformation character, they are calling us lairs, we went as far as the credit manager a guy called Imbengiseni an arrogant, incompetent and disrespectful individual, who can go back on his word, he said he will fix it and we went back to him he said he never said and that he he
ever said he will and he deliberately denied all the evidence which was given to him and still insisted that we have bridged while the evidence said otherwise.We tried speaking to his superiors and they wont much of any help, we tried the call centre still nothing, we tried their complains and customer care email still no response for the whole for months.I hope with the new Political party handling Tswane we will see accountability and peoples rights are violated everyday and no one cares. ACC [protected] for Miss Mabuza contact [protected]/[protected]... please Help

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ClaireLHV
, ZA
Aug 31, 2016 5:26 am EDT

On our September invoice for water & lights, we have been charged an extra R3 380, 00 on top of our account. When I phoned the council I was told that they have the right to add on additional finance charges at their discretion whenever they feel like it as it forms part of their terms and conditions. What they fail to realise is that when we signed up for services, we did not sign any documentation agreeing to this. I'm taking this further and will not agree to pay these charges. We pay our account every month and they are just bleeding the residents dry.

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Ngoako Christopher Gaffane
, ZA
Aug 24, 2016 2:15 pm EDT
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City of Tshwane Are you sabotaging us? Is this political game played? Will we still get service after DA taking over this Metro? I really cannot believe this! I had never experience this horrible service since i was born especially by such a BIG municipality TWO WEEKS NO ELECTRICITY EVEN WHEN AREAS ARE PAID ON THE 18TH AUGUST 2016 TO DATE. My account reference [protected] in this inquiry. I started experiencing problems since the 15th August whereby Contractors threatening me with disconnections each day. i was then disconnected on the 18th. I tried to ask them why since i didn't receive my statement yet. I went to their offices at 373 Pretorius for same inquiry, is then that I paid the amount stated on the disconnection brochure R620, 00 and requested a re-connection. I was informed that it will take 6-10 hours to reconnect of-course by an arrogant gentleman at the help desk. The following morning still switched off. I went back on the 19th to request re-connection, on the 20th still no one came in. Then comes the weekend nobody bothered. Tried to call customer care day by day after personally being to their offices, voicemail says "we are experiencing a large volume of callers even on Saturday and Sunday. comes Monday morning the 22nd, went to their Offices spoken to a senior personnel called Joe(who authorized the re-connection on the 18th). By the way overtime i went there i am told my account is fine they will re-connect it. On the 24th I still went to Joe's Office directly to inform him i am still not connected, he referred me to a lady called, this was the third time going to Kgomotso's counter to request a re-connection. when i got home this evening, still nothing. No re-connection to date. Please, If there is something i should know. I am tired about these. Food has been chucked out of fridges, children been bathing at the neighbours ever-since, meanwhile I am told they will reconnect. I even asked Kgomotso " can I now rely on you this time? All that she said "yes" Please please help! Apart from this, my meter does not match the with what i am billed. My meter reading to date is 04439, but your readings instead, 6759. which could be the reason for billing me huge continuous amounts .attached find the photos., disconnection letter, payment copy.

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Doreen Makwela
, ZA
Feb 02, 2015 1:01 am EST
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Hi:
I am so disappointed about your service I complained about my water meter since the 9th of December till now the problem has not been attended to this are my reference numbers 626606, 620618, 621440, I am so frustrated because my account is high just want to know whose problem is it because I WENT personally to complain about this problem at Mamelodi west but even now im still waiting hope you will treat this case as urgent as possible

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Alexander007
, ZA
Mar 06, 2014 8:49 am EST

Hi !

You should check how they steling money !

They not charging according to the rates :

http://www.tshwane.gov.za/Residents/Tshwane%20Update%202013/Tshwane%20Update%20Edition%205.pdf

They have put R60.000, 00 to the
valuation rebate istead of R75.000.00, waht gives you +/- R15.00 extra to bill every month !

They are getting water rates from Heaven ! And Sanitation ! Bwahahahha they OWN RATES ! Always HIGHER then should be ! Im in process of fighting with them ! I wonder how many people have been cheated like that !

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DISAPPOINTED SA
, ZA
Apr 18, 2013 8:33 am EDT
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I'M A DOMESTIC WORKER EARNING R1, 300 A MONTH, BUT NOW MY PROBLEM IS, I PAID MY WATER BILLS FULL AMOUNT, BUT EVERY TIME WHEN MY STATEMENT COMES I'M ALWAYS PAYING MORE THAN A R1, 000, MY DAUGHTER TRIED TO TALK TO ONE OF THE WORKERS, THEY SAY ITS JUST AN ESTIMATION, HOW CAN I CONTINUE PAYING FOR ESTIMATION, CAN U CITY OF TSHWANE DO SOMETHING ABOUT THIS, THIS IS GOING FOR MUCH TO LONG NOW, AS I'M WRITING THIS TO YOU MY HOUSE IS IN THE DARK CAUSE I CAN'T BUY ELECTRICITY UNTIL I PAY, AND I PAY R565 ON THE 3TH OF THIS MONTH, BUT NOW MY BILL IS R1, 384.20 HOW CAN THAT BE POSSIBLE?

DISAPPOINTED SOUTH AFRICAN

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MissYvonne
, ZA
Mar 27, 2013 8:13 pm EDT

Account no: [protected]

I am a resident at the address torthis account. I have been residing there for the past 15 months. My home is occupied by 2 people, we both go to work and are only home in the evenings. My account billing examples are eg.
June 2012- R350; July 2012- R733; Aug 2012- R842; October 2012-R161;Nov 2012-R355; Jan 2013-R323; Feb 2013-R373; Mar 2013-R1981. The reading in July and August I thought was high because it was winter but I dont understand how this March my electricity bill is close to R2000. Can somebody explain how this is accurate and show me the meter readings as this does not make any sense.

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12:43 pm EDT

City of Tshwane Metropolitan Municipality electricity bill quadrupled

Last Thursday (3rd Aug) we received a shocking electricity bill that was FOUR times the normal amount. (Over R2, 700.00) I phoned on Thursday and Friday, but an automated message said the municipal employees were on strike! So yesterday (Monday) I phoned again, and was told this: The previous months' electricity bills were only estimates, but this one was correct. I asked how it was possible that it could be four times the usual amount and they said well, what can you do? That's how it is. They were not rude, but were not helpful either. Finally, they revealed that there is a complaints line. I phoned it, but the woman there said I must phone the Financial Department. The number she gave doesn't work. I phoned back and she put me through direct. I phoned twice, each time waited for at least 5 minutes each. There was no reply, just music. I have no idea what we can do!

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Moloisane
, US
Dec 21, 2019 1:14 pm EST
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The main drainage system is blocked at corner Wonderboom and Emily Hobhouse Street Pretoria North since yesterday morning. Municipality have been alerted about the situation but no service as at this time . The blockage has affected two houses being No: 4r6 and 448 as the spillage is flooding into the yards

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Donaldd
, US
Aug 21, 2019 11:03 am EDT

Good day my complain is that i have reported a power failure i have not received a help and is been Three days now, all i get when i call is the technician they will come since this is tiring really.

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susanna johanna
, ZA
Jun 14, 2012 5:55 am EDT

DIT IS SOO NI REG WAAS DI MENSE WAT DIT NI KAN IN SIEN EN WEET DAAS HOEVEEL MENSE WAT DIT NI KAN BETAAL NI PENSOENAARS GE SKEI DE VROUE KAN IMAND ONS HELP WAT SAL LUISTER EN KYK WAT AAN GAAN.

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