The Kenya Power and Lighting Company, popularly known by its Nairobi Stock Exchange (NSE) ticker KPLC, has admitted to having a glitch in its system affecting the purchase of pre-paid tokens.
In a statement issued on Tuesday, November 1, the power monopoly company responded to complaints by a section of Kenyans over delays in tokens delivery after making their payments.
The power supplier explained that a team was on sight to address the technological mishap and restore normalcy.
"We are currently addressing the technical hitch affecting the token purchase. Please bear with us, apologies for any inconvenience," KPLC stated.
A client by the name Joc Achuti had complained that the pay bill number used for buying tokens was unavailable on the mobile money wallet platform.
Another subscriber told the electricity company that he had not received the tokens he purchased four days ago. Kenya Power asked for the client's number before settling the issue.
Kenya Power was further put to task to address complaints by customers over the reduction in the number of tokens they received for the same amount of purchase.
In addition, customers under the post-paid plan also raised concerns over what they claimed were overpriced bills.
The electricity supplier responded to the issues raised by its clients through its social media channels. KPLC also pledged to restore power in areas experiencing disruption.
Kenyans may not be able to purchase electricity tokens from shops and kiosks after Kenya Power barred all third-party shops from dealing in the trade.
On August 30, the organisation announced that it had done away with contracts allowing third parties to sell electricity tokens on its behalf following the new reforms.
Customers were asked to use paybill numbers 888880 (pre-paid), 888888 (post-paid) and 888899 for new connections. The company also noted that the USSD code *977# was also available for use.
