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TMCNet:  MONEY: You did not purchase Sh500 airtime top-up, says yuMobile [Nation (Kenya)]

[January 22, 2014]

MONEY: You did not purchase Sh500 airtime top-up, says yuMobile [Nation (Kenya)]

(Nation (Kenya) Via Acquire Media NewsEdge) Dear Yvonne, I an ardent reader of your column and I appreciate the lengths you go to look into consumer issues.

I am a yuMobile subscriber and recently I received poor customer service from the company just to say the least.

On December 8, last year, I bought Sh500 worth of yuMobile airtime. With this, I had the intention of subscribing into one of its data offers, that was monthly unlimited. This was because I was trying to meet a deadline of sending some emails and also avoid the hassle of going to a cyber café.


The airtime was deducted but the subscription was not done meaning I was billed for what was not provided. I have followed the matter with the company's customer care centre for a while now but I have not been assisted. Instead, I have been kept on hold for lengthy periods with unyielding promises that the matter would be looked into.

Disappointed, I finally gave up and informed the customer care centre to disregard the complaint.

A while later, I was called by one of their agents who again promised to sort out the matter but its now 14 days have passed and nothing has been done. Yvonne, please enquire if the matter will ever be solved.

— Allan Otunga Thank you, Otunga, for reaching out to us and trusting that we will help get to the bottom of this matter.

At Capital Letters we pride ourselves in sorting out our readers issues and fighting for their rights. We appreciate your kind words and thank you for being our reader.

Just as you requested, we lodged this complaint with the mobile company yuMobile. And we are glad that the telecom got back to us immediately promising to solve the issue.

A while later, the company noted to us that it had done what it called "trouble shooting" of the complaint.

And in its findings which clearly contrasts what you had stated, yuMobile claims not to have seen any top-up or subscription executed via you handset line.

In addition, it has tried to contact you on the number you provided all in vain.

It therefore requested us to get in touch with you and request you to provide an alternative number. We have sent you an email on the same.

Kindly contact the telecommunications firm and provide the information it needs to solve your case.

Thank you for the assistance you have been offering. This column has been of help to me twice.

I applied to Kenya Power, Bondo branch, in May last year, for the supply of electricity for a single phase service line to my home. After one month, somebody who identified himself as a surveyor with the electricity distributor called to know my home for the purposes of surveying the location.

Unfortunately because I was away on official duty in Kisumu, I was unable to meet him but I gave direction to my home where he went and called me on arrival. However, when I went to collect my quotation later, I was told my home was outside the required power distribution radius. But to my utter surprise, I was given Sh1.2 million bill.

I immediately lodged a complain since my next-door neighbour who is further away from the transformer than myself had been connected two weeks earlier and paid normal bill.

On the company's advice, I was asked to re-apply which I did on August 20, last year.

This time round, a different surveyor came and found me at home and upon assessment told me that I was 427 metres away from the nearest transformer.  A quotation was compiled and I was given Sh34,980 bill on September 17, 2013. I paid it on the same day. Further, I submitted the receipt together with all the required documents that on the same day too.

Having met my part of the bargain, however, it is now over three months and still counting as I wait Kenya Power to hook my home to the national grid. Every time I visit the utility firm's Bondo office, I am told that work will be completed within a week.

Can Kenya Power clear the air on when I will get electricity in my home? — Maurice Omolo Hello Omolo. We appreciate that you contacted us on this matter.

It is unfortunate that you have had to wait that long for electricity connection yet you paid for the work to be done long ago.

When we contacted Kenya Power, the company noted that it has recently completed setting up a new power scheme. The electricity distribution scheme is meant to serve your home area paving way for its technicians in Kisumu to finish metering the customer's premises by end of this week.

Kenya Power also apologised for any inconvenience caused by this delay.

We urge you to be patient as it offered to move with speed and sort you.

Kindly keep us posted on the progress so that we hold the company to its word.

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