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| Photo used for illustration |
Kenya Power customers were left frustrated on Friday, February 14 night following widespread delays in the generation of electricity tokens purchased via mobile money.
In a statement, the utility company attributed the disruption to a technical glitch affecting Paybill 888880 and assured customers that their teams were working to restore normalcy.
"We are experiencing a delay in token generation that was bought using our Paybill 888880. Our technical team is trying to fix the problem as soon as possible," the statement read in part.
The delays led to several complaints from customers who said they waited for hours without getting their tokens, which normally take minutes to generate upon payment.
KPLC advised customers to purchase tokens through appointed banks as technicians worked to fix the issue.
"In the meantime, customers can purchase tokens through the appointed banks. We apologise for any inconvenience caused," the company added.
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| KPLC officers |
On Saturday, February 15, the company issued an update acknowledging the persistent delays and advising customers to use alternative channels while technicians resolved the issue.
"We would like to inform our esteemed customers that we are still experiencing a delay in delivering tokens purchased through our Mpesa Paybill 888880," KPLC said.
The utility company listed several banks through which customers could still purchase tokens, including Cooperative Bank, Equity Bank, Family Bank, KCB Bank, National Bank of Kenya, and NCBA Bank.
Good morning. Kindly note. ^MA pic.twitter.com/0JZOdDPsef
"Our team is working to resolve the issue affecting our Mpesa Paybill 888880. We will issue an update once this is concluded," the statement further noted.
KPLC also directed customers to visit its official communication channels on WhatsApp, Twitter, and Facebook for real-time updates.
The company apologized for the inconvenience and assured customers that the technical team was prioritizing the issue to restore token generation services as soon as possible.
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