With less than three weeks to update KPLC token meters, some customers are complaining that renewal codes sent by the utility company via SMS are dysfunctional, as well other emerging issues.
- The update exercise is targeted at 7.4 million pre-paid meters and was publicized in an intensive nationwide campaign dubbed ‘Update Token Meter Yako’.
- KPLC said it would send two codes to customers whenever they intended to purchase tokens, which they had to key into the meter before loading new tokens.
- However, some customers have lamented that each time they try to key in the codes, they encounter the ‘reject’ message several times.
“We’ve been trying to update ours since yesterday, but it keeps being rejected. When we called customer care, they instructed us to buy a new token and send them the M-Pesa and token receipt so they could issue another code. We’ve done this five times and are still waiting,” a customer said on social media.
A spot check by The Kenyan Wall Street found that the range of complaints include updated meters not working, requiring on-site fixes by KPLC technical teams. The process can take several days due to the technical teams’ workloads, forcing customers to stay without electricity.
Other customers have said that after updating their meters, loading tokens became difficult. Customers have also wondered whether the new updates have something to do with the faster-than-usual electricity consumption they have witnessed over the last few weeks.
KPLC had not responded to a query by The Kenyan Wall Street at the time of publication.
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