Ikeja Electric Plc seems to be giving a raw taste of customer experience by withholding over 364.2 unused energy units bought by a consumer, Mr. Olatubosun Ayodele in the last eight months.
In October 2024, a representative of Golden Guinea Limited, one of Ikeja Electric’s contractors, covering its franchises within Lagos, replaced Ayodele’s old meter bearing meter number 43901335166 with a new prepaid meter bearing meter number 92802433893 with the explanation that the move would make customer metering more convenient.
The replacement was however done without the contractor transferring the energy units from the former meter to the new one.
‘I had just recharged the meter when the contractor suddenly showed up to replace it. There was no issue with the old meter anyway, but the contractor said that was a new policy programme from Ikeja Electric. I had no issue with that. He fixed the new meter and left with my old one. I still had a balance of 364.2 units on the old meter but the contractor assured me that it would be transferred to the new one in a short while’, Ayodele said.
Eight months after the meter replacement, the outstanding 364.2 energy units were not transferred to meter number 92802433893. Ayodele reached out to Ikeja Electric via e-mail messages to the Customer Care Unit but the response was not encouraging and the promise to transfer the units was not kept.
In one of the messages recently, Ayodele reminded Ikeja Electric to wake up to its responsibilities. But nothing has been done so far.
His message reads: “It’s now 261 days since my prepaid meter 43901335166 was replaced with a new one 92802433893 by IKEDC contractor Golden Guinea Ltd. The outstanding credit of 364.2 units, which was on the old meter, has still not been transferred to the new meter.
‘’I have logged in my complaint on your platform as advised. It was acknowledged and I have been tracking same, there has not been any activity on the complaint since the date it was logged, 10 April 2025 at 11:39 am. Please intervene.
“Please refund my units. I am a Band A tariff customer for goodness sake! I pay through my nose for electricity and IKEDC is still holding on to 364.2 units”.
Although Ikeja Electric acknowledged his email and issued a ticket number SR: 5434141, stating that it would expedite action on the complaint, nothing concrete had been done.
“Kindly be informed follow up has been initiated to the appropriate unit to expedite action as soon as possible”, Ikeja Electric stated in its response.
