Prepaid24 Reviews 11

Reply from Prepaid24

May 19, 2026

Dear Dorette,

Thank you for your patience and understanding during this time — we truly appreciate it.

We sincerely apologize for the inconvenience caused. Unfortunately, the suspension of the vending license was beyond our control and not something we were able to prevent or foresee.

Please be assured that your funds are completely safe with us. We will process your refund on the next available Tuesday or Thursday, and you will be notified once it has been actioned.

Should you have any further questions in the meantime, please do not hesitate to reach out.

Kind regards,
Nigel
Customer Experience Team
Prepaid24

Reply from Prepaid24

May 15, 2026

Good morning Martin,

Thank you for your message.

The R11 fee is a transaction fee for making use of the Ozow payment platform — it is not an admin fee.

The reason we were unable to process your transaction at the time of payment is that your meter is not registered for online purchases or vending. We requested a previous purchase slip to assist with the registration and to get you your tokens.

As stated in our Terms and Conditions, available on our website, our Accounts department processes refunds on Tuesdays and Thursdays. We also noticed that you requested your refund in airtime.

You are most welcome to make use of our service once your meter has been registered. Alternatively, if you are able to obtain a previous purchase slip, please send it to us and we will gladly assist with the registration.

Kind regards,
Nigel
Prepaid24 Support Team

Reply from Prepaid24

Feb 4, 2026

Dear Lizette,

Thank you so much for taking the time to share your kind words. We’re delighted to hear that Jozanne was able to assist you and provide such helpful service this morning.

Your feedback is truly appreciated and will be shared with Jozanne as encouragement for her excellent work.

Please don’t hesitate to reach out if we can assist you again in the future.

Kind regards,
Nigel
Prepaid24 Support Team

Reply from Prepaid24

Feb 3, 2026

Good day Maxine,

Thank you for raising your concerns regarding the tokens you did not receive.

We escalated your query to our main vendor to clarify why the units were not generated from your purchase.

The feedback we received from our main vendor is as follows: the service provider, NetVendor, has a minimum vending limit of R50 and a maximum of R1500 per purchase. This means that any purchase below the minimum or above the maximum will not immediately generate a token.

Please note, this does not mean you have lost your units. The amount is safely placed in a wallet, and when you make a subsequent purchase within the allowed limits, the pending units will be applied to your account.

Should you need further clarification, you are welcome to contact your provider, who can provide more details on this process.

Thank you for your understanding.

Kind regards,
Nigel
Prepaid24 Support Team

Reply from Prepaid24

Jan 19, 2026

Dear Jozua,

Please accept our sincerest apologies for the inconvenience and frustration you experienced regarding your electricity purchase.

We deeply regret that after purchasing electricity to the value of R2000.00, you did not receive your token, despite having proof of payment. We are especially concerned to learn that you reached out multiple times via email and phone without receiving a response. This is not the level of service we strive to provide, and we truly understand how distressing this situation must have been.

We take full responsibility for this matter and are currently treating it with urgency to ensure it is resolved as quickly as possible. Your feedback has been noted, and it will help us improve our communication and response times going forward.

Thank you for bringing this to our attention, and once again, we sincerely apologize for the inconvenience caused. We appreciate your patience and the opportunity to make this right.

Have a lovely day further.

Kind Regards,
Prepaid24Team - Nigel

Reply from Prepaid24

Jan 14, 2026

Good day Dhesigan,

Thank you for sharing your experience. We sincerely apologize for the inconvenience you encountered when purchasing your voucher and for the frustration caused by receiving an incorrect PIN and the delay in resolution. This is certainly not the standard of service we strive to provide.

We understand how disappointing this must have been, especially when timely access is expected. Your feedback has been noted and escalated internally so we can address the issue and improve our processes moving forward.

We appreciate you bringing this to our attention and regret the experience you had. Should you be willing, we would welcome the opportunity to resolve this matter fully and restore your confidence in our service.

Have a lovely day further.

Kind Regards,
Prepaid24Team - Nigel

Reply from Prepaid24

Nov 24, 2025

Hi Nono,

Thank you sincerely for your feedback.

Please accept our apologies for the delay in processing your transaction. We understand how frustrating delays can be, and we truly appreciate your patience while we work to resolve this matter.

At the moment, we are still awaiting final feedback from our main vendor regarding the status of your transaction. Unfortunately, we are unable to proceed further until they provide us with the required update.

Rest assured, the moment we receive their response, we will communicate the outcome to you immediately and take the necessary steps without delay.

Thank you once again for your understanding and patience. We value your support and are committed to resolving this for you as quickly as possible.

Have a lovely day further.

Kind Regards,
Prepaid24Team - Nigel

Reply from Prepaid24

Updated Sep 3, 2025

Good morning Jayden,

Thank you for reaching out and for your continued patience.

We sincerely apologize for the frustration and inconvenience this situation has caused. We fully understand how upsetting it must be to make a successful payment and still not see your Smart Fund credited—especially after multiple follow-ups without a clear resolution.

Please rest assured that we take your concern seriously. Your funds are important, and we agree that this delay is unacceptable. We are currently prioritizing your case and have escalated it to the relevant team for immediate attention. We will keep you updated with clear, direct communication until the matter is fully resolved.

In the meantime, we are also reviewing our support process to ensure that concerns like yours are addressed with the urgency and accountability they deserve. Your feedback is extremely valuable and will help us improve our service going forward.

We appreciate your patience and understanding, and we are committed to resolving this as quickly as possible.

Have a lovely day further.

Kind Regards,
Prepaid24Team - Nigel

Reply from Prepaid24

Aug 12, 2025

Hi Herman,

Thank you for your feedback.

We understand your concern regarding the delay in processing your funds.

Please note that, as stated on our website by the Terms and Conditions, certain payment methods may experience delays due to processing times beyond our immediate control. That said, we have processed your funds this morning, and they should now be available in your online wallet for use.

We appreciate your patience and understanding. If you have any further questions, feel free to contact us.

Have a lovely day further.

Kind Regards
Prepaid24Team - Zeeta

Reply from Prepaid24

Aug 12, 2025

Hi Karen,

I trust you are well.

We would like to sincerely apologize for the delay you experienced with your funds not reflecting in your Smartfund account after making the payment via Payfast.

The delay occurred because we did not receive the funds immediately and, as a result, were unable to process your transaction at the time. Unfortunately, this is a matter beyond our control, and we had to wait for confirmation of the payment before proceeding.

As per your request, your funds will be refunded to you.

We absolutely understand how concerning and stressful this experience must have been, and we appreciate your patience as we worked to resolve it. Please know that your feedback has been noted and shared with our team as part of our ongoing efforts to improve.

Kind regards,
Nigel

Reply from Prepaid24

Jul 3, 2025

Good morning Alun,

Thank you for taking the time to share your feedback across the various platforms. We apologise for the frustration and inconvenience you experienced — especially when dealing with something as essential and time-sensitive as electricity.

On 30 June, you made a payment via Ozow. As our team communicated via WhatsApp and email shortly afterwards, although the payment may have reflected as cleared on your banking side, it had not yet cleared into Prepaid24’s Ozow account. Unfortunately, until funds are received on our side, we are unable to process and issue tokens ( similar to buying a product at a shop and not paying for it).

Please rest assured, we closely monitored the transaction from our end and the moment the funds cleared the following day, we processed your payment and sent through the tokens immediately via WhatsApp and email.

While this type of delay is rare — affecting less than 0.05% of FNB Ozow payments — it is due to additional "security protocols" implemented by the bank, which we unfortunately have no control over. However, clients can sometimes expedite the process by authorizing or verifying the payment with their bank.

We absolutely understand how concerning and stressful this experience must have been, and we appreciate your patience as we worked to resolve it. Please know that your feedback has been noted and shared with our team as part of our ongoing efforts to improve.

If you would like us to reach out directly for a call, please don’t hesitate to let us know — we’re here to assist further.

Kind regards,
Robyn