Mixed responses to BCM’s new electricity vendor

A month into Buffalo City Metro Metro’s online prepaid electricity vendor change, residents are still adjusting to the new way of purchasing electricity online.

At the beginning of this month, the metro introduced a change of their online electricity purchasing company when they announced that Prepaid24 would be the new vendor for online prepaid electricity purchases in Buffalo City.

The municipality terminated its services with WireIT, which was the online electricity vendor from December 2016 until September 30 this year.

The change was effective from October 1, but almost a month into the change, residents are divided in their opinion over the success of the changeover.

While some residents have applauded its fast, efficient and convenient services, others have not had the same experience.

Disgruntled residents took to Prepaid 24’s Facebook page to complain and seek clarity on how their prepaid electricity system operated.

Complaints included:

lAfter online purchasing, electricity coupons weren’t delivered, with some residents claiming they waited 48 hours with no response;

lLong waits for electricity transactions to go through; and

lIncompatibility issues between the prepaid service and certain banks and cellphone networks.

Responding to the complaints sent to BCM, spokeswoman Bathandwa Diamond said: “Buffalo City Metro is aware of and deals with enquiries made through the proper channels, as advertised. When technical issues arise those are dealt with and the customers are assisted.

“However, it has been observed that many customers who have complained about the new vendor purchase option did not follow setup instructions properly.”

Diamond said BCM believed that the vendor change had brought quicker and better electricity services for residents.

“We do not agree that electricity purchases are taking longer because of the new vendor services.

“The prepayment electricity system is effective, easy to use and electricity purchasing outlets are widely accessible. Major banks also allow for direct electricity purchase from their websites as well, which supplements the Prepaid24 service and may be preferred by some as a one-step purchase.

“We believe that enough support has been provided and those who followed setup instructions carefully have had no problems.

“Even though there have been issues with certain banks delaying the first payment to Prepaid24 as a security measure, subsequent sales are immediate.

“We encourage customers to make use of the electronic purchasing facilities instead of standing in long queues.”

She said: “The Prepaid24 website is simple and intuitive, the call centre agents are available 24/7 to respond to queries. Customers who experience technical difficulties can SMS 43471 and indicate their complaint and a Call Centre Agent will contact them and resolve the issue.”