In the past few years, I have taken pride in considering myself to be among the local pioneers of every kind of online facility, starting with online banking.
Although I must admit there has been very little cause for regret in becoming an online banker, I am fast beginning to hold the opinion that e-billing, e-statements, and online payments could very well be more hassle than they are worth.
I was willing to turn a blind eye when a few online purchases went awry with the goods being late, incorrect, misdirected, and double invoiced, but when my electricity and water accounts began to mount up for no apparent reason, I realised that although these services may be available, the necessary systems evolution to sustain them has not yet taken place.
My recent experiences at the municipal accounts department were like being caught up in a time warp. Operators behind glass screens uttered without emotion, understanding or empathy phrases that sent me hurtling back to the '70s.
"The computer is never wrong," they declared without making the slightest allowance for the fact that the data on their screens was collected by mere human beings working for what seems an ad hoc collection of sub-contractors employed to record the readings of water and electricity meters.
I am fast approaching the point of returning to the payment methods used back in the '70s.
Warwick Ashford, journalist, ITWeb
The grass growing around the metal cover of the subterranean meter outside the house built circa 1927 shows little sign of being disturbed for several months, if not longer, the analogue dials below the electricity distribution board in the kitchen are probably as unintelligible to these seldom-seen sub-contractors as they are to me, and the real-time processing of payments so they can be captured in time to be reflected on the next month`s statement, seems to be a concept that belongs to urban myth.
Considering these factors, another phrase from the '70s comes to mind: "Garbage in, equals garbage out." Although the "computers are never wrong" uttering automatons employed in the municipal accounts departments are probably too young to remember the phrase, it remains as true today as it was back in the early years of computerisation when it was often used.
There was no consolation in knowing I was not alone. In the four hours I spent in my area accounts queries department, I met many other disgruntled and disillusioned homeowners who, like me, had opted to pay their accounts online only to have their electricity cut off for non-payment, because the "computer is never wrong".
Finally my number was called, and when I was met by a wall of indifference I demanded to see a supervisor, who very patiently explained that I was simply not paying my accounts far enough in advance to be captured by the infallible billing system.
"The solution is simple," he said. "Go to the Web site and register for online billing and pay immediately upon receipt of the online statements to prevent an overlap."
I left with a sense of achievement. I had established exactly how much was owed to settle my account and I had found another online service to solve my problems. Without delay I transferred the necessary funds and registered to receive statements by email.
Upon arrival of the first email statement I went straight to my online banking site to pay the account. A sense of order and well-being prevailed, only to be brought crashing down with the arrival of my second email statement, which reflected I had allegedly used over a thousand rand in electricity since supposedly bringing the account up to date the month before!
It seems another lengthy visit to the accounts queries hall is inevitable.
Despite my enthusiasm being somewhat dampened by this experience, this past week I began the process of applying for a travel visa online with a fair amount of confidence. Having struggled for several days to pull the various elements together and failed to secure the required face-to-face interview, which may be booked exclusively online, any time before my proposed travel date, I am fast approaching the point of returning to the payment methods used back in the '70s.
Until the various accounting and billing systems used by the municipalities, security companies, and many other service providers have evolved to the point that they really can deal with the technology-based services on offer, the world of online [in]convenience is probably best avoided.
Share