SmartMatter Pty Ltd
Verified Business
|1.7|23 Reviews (last 12 months)|Responds in 107h 56m
SmartMatter Pty Ltd
Verified Business
|1.7
23 Reviews (last 12 months)
Responds in 107h 56m
AI Review Summary
Based on recent customer reviews, SmartMatter Pty Ltd is drawing significant criticism from residents whose estates have transitioned to its prepaid utility platform. Customers consistently mention billing inaccuracies, inflated electricity charges, and lengthy delays between top-ups and reconnection. A recurring theme is frustration with unresponsive support channels, including long call hold times and unanswered WhatsApp queries. Disputes over missing usage data and unresolved cash-out refunds are widely reported. On a positive note, individual agents, particularly Abigail, are repeatedly praised for patient, helpful, and efficient assistance when customers do manage to reach a consultant.
Performance(last 12 months):
Trustindex Rating
2.8Ranked In Prepaid Services
#6Reply Time
107h 56mNPS Score
-100Unlikely
Replied to 37% of negative reviews
Reply time on negative reviews: 107h 56m
TrustIndex
2.8
Ranking
#6
in Prepaid Services
Reply Time
107h 56m
NPS Score
-100
Recommended: Unlikely
Replied to 37% of negative reviews
Reply time on negative reviews: 107h 56m
Review Distribution
1.7|23 Reviews
Sep '25 - Aug '26
Recent reviews (23)
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Used this business recently? Share your experience to help others decide.
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Andries D
1 reviews | Active since May 2026
8 May 2026, 21:55
SmartMatter is useless!! No accountability whatsoever!!
There is nothing “smart” about SmartMatter, terrible service. The consultants will lie to you and give you non existent time frames.! When you top up you wait for more than 6-7 hours to be reconnected. As a property owner using these people will be the worst mistake you ever make!
Helpful (0)
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Andries D
1 reviews | Active since May 2026
8 May 2026, 21:55
SmartMatter is useless!! No accountability whatsoever!!
There is nothing “smart” about SmartMatter, terrible service. The consultants will lie to you and give you non existent time frames.! When you top up you wait for more than 6-7 hours to be reconnected. As a property owner using these people will be the worst mistake you ever make!
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Dineo M
1 reviews | Active since Apr 2024
5 Apr 2026, 08:34
Clueless Consultants Who Can’t Resolve Problems
Loaded my account 30 minutes ago at Junction 3 but the power is still off. Spoke to 3 consultants & none of them can help & they don’t know how to. They don’t even know when they will send someone to come investigate if they will.
Helpful (0)
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Dineo M
1 reviews | Active since Apr 2024
5 Apr 2026, 08:34
Clueless Consultants Who Can’t Resolve Problems
Loaded my account 30 minutes ago at Junction 3 but the power is still off. Spoke to 3 consultants & none of them can help & they don’t know how to. They don’t even know when they will send someone to come investigate if they will.
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Thuso L
1 reviews | Active since Oct 2010
5 Jan 2026, 09:47
Being taken from pillar to post for my SmartMatter Refund!!!
On the 3/12/2025 i received the email quoted "Please note that we have processed your request, and it will take approximately 15 to 20 business days to complete. Thank you." Made a follow up on 26/12/2025. I was told "The cash out has been processed, and you should receive it in the next 15 working days." I made another follow up today 05/01/2025, I am told a different story, "Hi there, No, it was not processed. Please note that the company closed on the 12th of December, and all cashout requests were placed on hold during that period. These requests will only be actioned this week on Wednesday going forward. Kindly refer to the previous message for better understanding. Thank you." How bad can it be? I mean all I want is my refund.
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Thuso L
1 reviews | Active since Oct 2010
5 Jan 2026, 09:47
Being taken from pillar to post for my SmartMatter Refund!!!
On the 3/12/2025 i received the email quoted "Please note that we have processed your request, and it will take approximately 15 to 20 business days to complete. Thank you." Made a follow up on 26/12/2025. I was told "The cash out has been processed, and you should receive it in the next 15 working days." I made another follow up today 05/01/2025, I am told a different story, "Hi there, No, it was not processed. Please note that the company closed on the 12th of December, and all cashout requests were placed on hold during that period. These requests will only be actioned this week on Wednesday going forward. Kindly refer to the previous message for better understanding. Thank you." How bad can it be? I mean all I want is my refund.
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Bridget M
1 reviews | Active since Jul 2023
10 Dec 2025, 15:58
Iswitch to Smartmatter
Junction Village switched the meters to SmartMatter, and we were informed that all existing units would be transferred by 01 December 2025. Today is the 10th, and my units have still not been fully transferred. I have been sent back and forth between different parties with no resolution, and no one is able to assist. This situation is extremely unfair. We budget for the month based on the units already purchased, and now I am expected to spend additional money just to access electricity. This needs to be resolved urgently.
Helpful (0)
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Bridget M
1 reviews | Active since Jul 2023
10 Dec 2025, 15:58
Iswitch to Smartmatter
Junction Village switched the meters to SmartMatter, and we were informed that all existing units would be transferred by 01 December 2025. Today is the 10th, and my units have still not been fully transferred. I have been sent back and forth between different parties with no resolution, and no one is able to assist. This situation is extremely unfair. We budget for the month based on the units already purchased, and now I am expected to spend additional money just to access electricity. This needs to be resolved urgently.
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Ntombikayise D
1 reviews | Active since Oct 2024
2 Dec 2025, 17:00
The worst metering system to EVER EXIST
The worst service ever, they put you on hold for over 10 minutes and nothing is resolved! I’m ready to move out of these apartments and it’s only been a week on smart matter
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Ntombikayise D
1 reviews | Active since Oct 2024
2 Dec 2025, 17:00
The worst metering system to EVER EXIST
The worst service ever, they put you on hold for over 10 minutes and nothing is resolved! I’m ready to move out of these apartments and it’s only been a week on smart matter
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Duduetsang M
1 reviews | Active since Jun 2022
18 Nov 2025, 13:26
FALSE METER READINGS - HIGH EXPENSES
This entity keeps giving me false readings reusulting in a high expense for utilities. The app reflects that we used 11.65kw yesterday (17 Nov). I do not agree with this reading for the following reasons: 1. The geyser was switched on for 2 hours (3-5am) 2. We did not do any laundry; 3. We did not cook; 4. We do not have an electric heater - so you can’t assume that we used the heater as it was cold; and 5. Only the WiFi and the tv was on throughout the day. Please advise why we have such a high reading while we had such minimal usage of appliances.
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Duduetsang M
1 reviews | Active since Jun 2022
18 Nov 2025, 13:26
FALSE METER READINGS - HIGH EXPENSES
This entity keeps giving me false readings reusulting in a high expense for utilities. The app reflects that we used 11.65kw yesterday (17 Nov). I do not agree with this reading for the following reasons: 1. The geyser was switched on for 2 hours (3-5am) 2. We did not do any laundry; 3. We did not cook; 4. We do not have an electric heater - so you can’t assume that we used the heater as it was cold; and 5. Only the WiFi and the tv was on throughout the day. Please advise why we have such a high reading while we had such minimal usage of appliances.
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Replies (0)