Kenya Power asks customers to buy electricity tokens from its banking halls after system collapse

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.

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.

Ken Tarus, Kenya Power Managing Director & Chief Executive Officer

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.


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