Im hoping someone is familiar with the pre paid water setup and payment process?
Customer:
i.e - enters xx amount on banking app to purchase water token , you get an sms with amount paid + service charges + vat + token + water received
Scenario:
Customer pays same amount every month ,then one month it differs, SMS states service charge as X however, Service charge now includes fee "Management fee" over and above default monthly service charge. This only happened once and has now been removed "at request".
Question:
Water provider/company cannot provide clarity as to why and who requested this amount , should I not be refunded this amount as its a fee that has not been communicated to me/customer ? Who can I escalate this to ?
Does this responsibility lay with the Water provider/company or the body corporate?
Customer:
i.e - enters xx amount on banking app to purchase water token , you get an sms with amount paid + service charges + vat + token + water received
Scenario:
Customer pays same amount every month ,then one month it differs, SMS states service charge as X however, Service charge now includes fee "Management fee" over and above default monthly service charge. This only happened once and has now been removed "at request".
Question:
Water provider/company cannot provide clarity as to why and who requested this amount , should I not be refunded this amount as its a fee that has not been communicated to me/customer ? Who can I escalate this to ?
Does this responsibility lay with the Water provider/company or the body corporate?