ECG Explains Why Unused Prepaid Credits May Take Time To Reflect On New Meters

Customers whose electricity meters are replaced by the Electricity Company of Ghana (ECG) may have to wait before their unused prepaid balances appear on their new meters, the company has explained.

ECG’s General Manager for External Communications, Dr Charles Nii Ayiku Ayiku, says the outstanding credits are transferred but the process is not always completed immediately because of occasional connectivity problems.

He made the clarification on Tuesday, November 10, during an appearance on the Citi Breakfast Show, following a listener’s complaint about delays in receiving unused electricity credits after meter replacement.

The concern centred on the inconvenience customers face when their old meters are removed but the prepaid balances they had not used are yet to appear on the replacement devices. Some consumers may be unable to buy additional electricity while waiting for the transfer to be completed.

Dr Ayiku acknowledged that the transfer process can take different amounts of time, depending on the circumstances. While some customers see their balances moved immediately, others experience delays when the system encounters connectivity challenges.

“It’s transferred, but sometimes it takes some time. It’s not instant,” he explained.

He added that customers are informed when the transfer has not yet been completed, suggesting that the delay does not necessarily mean their unused credits have been lost.

However, the explanation raised another concern from programme host Bernard Avle, who questioned why ECG appeared able to transfer and deduct outstanding debts from old meters immediately while customers sometimes had to wait for their available prepaid balances to reflect on new ones.

Avle argued that the company should ensure customers receive the same level of prompt service when their remaining credits are being transferred. He stressed that delays could leave consumers inconvenienced, particularly when they need electricity but cannot access the balance they have already paid for.

In response, Dr Ayiku said ECG would examine the concern and consider possible improvements to the process.

“We’ll look into it and see how best we can solve it,” he said.

The discussion has brought attention to an important aspect of ECG’s meter replacement process, particularly the need to protect customers’ unused prepaid balances while ensuring that replacement meters become operational without unnecessary delays.

For affected consumers, the company’s response raises expectations that the transfer process could be reviewed to make access to remaining credits more timely and convenient.

Source: https://x.com/channel1tvgha/status/2120093825615966568?s=46

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