Kenya Power has detailed the procedure consumers can use to reverse or transfer funds after erroneously buying electricity tokens.
The explanation followed a customer’s social media request for assistance, noting that he had accidentally used rent money to purchase electricity tokens and wished to have the transaction canceled.
“Hello Kenya Power, I purchased tokens instead of paying rent. Can you cancel this payment?” the customer inquired in a post that rapidly gained online attention.
In reply, Kenya Power confirmed that such reversals are indeed possible through official channels.
The utility provider indicated that customers wanting to reverse a recent token transaction should download and complete a Prepaid Reallocation Form from its online portal.
“To transfer funds or reverse a recent transaction, please download and complete the Prepaid Reallocation Form from our website,” Kenya Power mentioned.
The utility instructed customers to email the completed form along with a scanned copy of their national ID and the transaction notification for review.
Incorrect token purchases are frequent among prepaid electricity consumers, particularly with the extensive adoption of mobile money payment systems, where users might mistakenly input wrong details or process unintended transactions.
Kenya Power has continuously reminded customers to thoroughly check payment details before authorizing transactions to prevent such mistakes.
The latest guidance assists those encountering similar situations and looking for methods to retrieve or redirect funds spent on incorrect token purchases.
The clarification arrives as the utility persists in improving its prepaid electricity payment infrastructure to boost service quality and enhance meter performance.
Kenyan customers experiencing token issues have been advised to contact Kenya Power through its official social media platforms and communication channels.