Kenya Power has asked its customers to buy electricity tokens from its banking halls after its system started ‘experiencing delays in prepaid token generation.’
A number of customers have been complaining that they have not been able to get tokens after paying for electricity through its mobile phone platforms. Some took to social media to raise their complaints.
YANI I have spent the night in darkness, and I’m still in darkness despite having sent my money to Kenya Power early yesterday for prepaid tokens and yet I woke up in the same darkness on August 8, 2017 to go and vote for Uhuru Muigai Kenyatta.
Kweli I’m a slave.
— wahome thuku (@wahomethuku) April 15, 2018
Keep the pressure. We must win against Dynamo and Vendit cartels. The war is almost over. Kenya Power customers must be refunded all the tokens stolen by Vendit and Dynamo through unexplained extra charges and token theft @EACCKenya @ODPP_KE #BoycottVenditAndDynamo https://t.co/B22ZfaOdU3
— Balala simon (@Balalasimon) April 16, 2018
Hi Kenya Power what is happening with tokens I am in darkness and yet I bought tokens since morning and haven't received codes yet. Do something urgently.
— wanda Evans (@wandaEv56793059) April 15, 2018
The utility firm has now apologised for the mishap.
“Dear esteemed customer, We are experiencing delays in prepaid token generation. You can buy tokens from our banking halls countrywide. Please bear with us as we resolve the issue. We apologize for the inconvenience caused,” Kenya Power said in a text message to its customers.
But it did not explain just what exactly has happened to the mobile platform and when it hoped to have resolved the issue.
Most power consumers prefer to pay for the utility via mobile due to convenience and this saves them time. This is because banking halls are always crowded.
This comes at a time when the firm has been fighting other customer complaints among them the inflated power bills for post paid customers, which it blamed on a system upgrade.
It says it will no longer estimate power bills going forward to make sure that customers only receive legitimate bills.