Editor's Review

Customers complained of making payments without getting their power units back.

Kenya Power and Lighting Company (KPLC)'s update on the generation of power tokens has not convinced its customers.

On Saturday, February 10, the company announced that it was experiencing a technical hitch affecting customers on both prepaid and postpaid bill payment systems.

This was after Kenyans took to social media to express their frustration with purchasing the units without any being delivered.

Moments later, the power utility firm announced the return of services after successful efforts by its technical team.

File photo of KPLC technicians.

It assured customers that the undelivered power units would be sent immediately.

"We wish to inform our prepaid and postpaid customers that we have resolved a technical hitch that was affecting token generation and postpaid bill payment. Customers can now purchase prepaid tokens and pay their postpaid bills without delay. Undelivered tokens will be sent to respective customers in the shortest time possible. We once again apologise for the inconvenience caused and thank you for your patience," said KPLC.

However, a frustrated lot of customers camped on KPLC's social media pages decrying the lack of service even on assurance the system was back and running.

Here are a few reactions;

@MC Denzil: "KPLC, why are you deceiving Kenyans that you've solved the issue? I have personally made double payment, no tokens allocated and I'm in total darkness. Yuck!"

@Cliff JT: "Haven't received my tokens yet 37170308730. And have also tried to make another payment now to see but the service is still not available."

@Josphat Ng'etich: "I bought tokens via Paybill number 888880 and account my meter number 37171171202 but till now, I haven't received tokens. Kindly check as soon as possible."

@Ducee: "I have bought tokens but didn't get the msg to feed what’s wrong….kindly assist if you can."

@Isaah Mohamed: "I have purchased tokens but till now I'm still waiting for the message."