VisionAfricaMedia

On Saturday afternoon, May 11, Kofi Quaye, a customer of the Electricity Company of Ghana (ECG), experienced frustration with the ECG’s “power app.” He encountered difficulties while attempting to make a payment to cover the cost of purchasing credit for the prepaid meter for his house. His house is located in Nyanyano, a town that merges into Kasoa and has become part of the area now described as the busiest shopping area in Ghana with the fastest growing population in all West Africa. Quaye, like many others, had opted for the convenience of managing his prepaid meter transactions through the ECG app, which promises online payment capabilities.

Prepaid meter not working

Following the app’s instructions, Quaye reached the payment stage only to be met with an error message indicating the ECG’s inability to establish a remote connection with his meter. Despite repeated attempts, the transaction could not be completed, leaving Quaye feeling helpless and dissatisfied. 

“I just want the convenience of using the online platform to buy prepaid credit. I want to avoid traveling any distance to go and buy prepaid credit,” said Quaye.

Quaye expected the incident to provide more evidence of a growing sentiment among ECG customers who believe that the company is unresponsive to complaints and has incompetent and indifferent staff. Like most ECG customers, he was firmly convinced that the problem would not be fixed.

Customer files complaint, ECG responds immediately

Determined to seek a resolution, Quaye decided to lodge a complaint using the app’s email feature. Expecting little to no response, especially during the weekend, Quaye was pleasantly surprised when, an hour later, he received a detailed email from ECG addressing the issue. The email not only explained the cause of the problem, but also offered suggestions on how to rectify it. Furthermore, it requested specific information from Quaye to help in resolving the issue promptly.

Expressing his astonishment, Quaye remarked, “I was surprised to hear from them, and in such a prompt manner.” Despite still being unable to use the app for credit purchases, Quaye remains optimistic that ECG will take necessary steps to fix the underlying problem.

Contact ECG with your issues

Quaye’s experience serves as a testament to ECG’s responsiveness when faced with customer grievances. His decision to share his story aims to encourage other ECG customers to communicate their challenges directly to the company, fostering a more proactive approach to problem-solving.