The Kenya Power Company has responded to a customer concern about billing discrepancies, explaining why customers pay the same amount but receive different units on their prepaid meters.
In a post shared by Kenya Power customer David Otieno, he raised concerns about discrepancies in the outputs of Kenya Power prepaid meters when loading the same KSh 500 amount on two different meters.
The client shared screenshots, noting that 1 meter dispensed 19.4 units, with KSh 179.95 listed as an additional charge.
The second meter, however, dispensed only 9.7 units, with KSh 339.96 recorded under other charges.
Kenya Power Responds to Why the Same Amount Buys Different Units on Prepaid Meters
In response, Kenya Power explained that the variation is due to an outstanding Last Mile connection debt on the second meter.
The utility stated that the debt was initially KSh 15,000 and is being recovered at a rate of 50% from each electricity purchase made on that meter.
“The second meter has an outstanding Last Mile connection debt, which was initially KSh 15,000 and is being recovered at 50% from each purchase,” Kenya Power explained.
It added that the remaining balance on the debt stands at KSh 5,749.50, which is deducted from token purchases, resulting in fewer electricity units being available.
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Kenya Power clarified that the deductions will continue until the outstanding connection charge is fully recovered.
“The current remaining balance is KSh 5,749.50, which is why you are receiving fewer units,” the company added.
How to Resolve Stima Loan Debt on a Prepaid Meter Inherited From a Previous Tenant
Resolving a “Stima Loan” debt on a prepaid meter inherited from a previous tenant is a common issue in Kenya, as Kenya Power (KPLC) attaches such debts to the meter rather than the individual user.
The first step is to verify the outstanding balance by dialing *977#, selecting Prepaid Services, and checking Token Details to confirm whether deductions are linked to a Stima Loan or Okoa Stima balance.
Also Read: Kenya Power Explains How Customers Can Retrieve Deleted Electricity Token Messages
Tenants are advised to engage the landlord, who is responsible for ensuring the property is free of prior utility debts, either by clearing the balance at a KPLC office or by adjusting the rent to offset the losses.
Customers may also visit a KPLC office to explain their status as new tenants and request guidance or possible adjustments, although meter-linked debts are generally enforced.
It is also important to distinguish between Stima Loan recoveries and Okoa Stima emergency advances, as both can reduce token units in different ways.
KPLC continues to recover such debts through deductions from electricity purchases until the outstanding balance is fully cleared.
