This archive report was first published on 20 April 2020.
On April 20, 2020, Kenya Power faced a system glitch that caused delays in vending prepaid tokens to customers who had paid through mobile money platforms, mainly M-Pesa.
Many Kenyans took to social media to express their frustration, as they were required to work from home due to the COVID-19 pandemic and the power outage made this impossible.
Kenya Power acknowledged the issue in a tweet, stating that they were working to resolve the problem and apologizing for the inconvenience caused.
Some of the affected customers shared their experiences on Twitter, with one user saying, 'Paid for tokens a while back and haven't received them yet. I'm in darkness, please assist. ODK8LP2GUE Confirmed. KPLC PREPAID for account 14106417174.'
Another user tweeted, 'I bought token via Mpesa n I have not received the token. ODI1KWATDH Confirmed. Ksh200.00 sent to KPLC PREPAID for account 54600028770 on 18/4/20 at 10:23 PM New M-PESA balance is.'
