How to reverse accidentally bought KPLC tokens

Sometimes purchasing an unintended amount of electricity tokens accidentally via mobile money can be a stressful experience, especially if the used funds were intended for various needs.

Recently, Kenyan businessman Mwiti Jacob Titus, popularly known as JJ Titus, took to social media to reveal how he accidentally purchased electricity tokens worth Sh160,000.

The revelation sparked a discussion with other netizens, who shared similar experiences, some of which remain unresolved.

KPLC tokens reversal procedure

The Kenya Power and Lighting Company (KPLC) has a formal process to help customers recover their money in accidental token purchases.

The utility firm advises customers to report any erroneous payments within seven days of the transaction.

The issue can be reported by visiting the nearest Kenya Power office, contacting the utility’s official Customer Care hotline, or messaging the verified Kenya Power Care pages on social media.

Reported errors are handled by KPLC’s Revenue Protection and Customer Service departments guided by clear timelines and verification procedures to ensure both accuracy and accountability.

Customers are required to provide the M-Pesa confirmation message, meter number, payment reference, and a copy of their national ID.

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To request a reversal, customers are advised to:

• Download the prepaid reallocation form from KPLC website www.kplc.co.ke. The form can also be requested through [email protected].

• Fill in the details and sign as required.
• Attach a copy of the receipt (in this case, a screenshot of the M-Pesa message).
• Attach a copy of the national ID (for a Kenyan) or Passport (for a non-Kenyan).
• Submit all required documentation to the email address, [email protected]. The completed form can also be dropped off at the nearest KPLC office.

• A reference number will be issued to assist with any future follow-up of this matter.

Verification and processing

Once the form is received, Kenya Power begins verifying whether tokens were generated or used. If tokens have already been issued and loaded onto a meter, the reversal cannot be processed.

If the tokens were not generated, Kenya Power forwards the request for refund approval. The funds are then processed back through the same payment channel used, typically M-Pesa, bank, or EFT.

Refunds usually take between three and 14 working days, depending on the payment method and mobile operator.

Once the process is completed, the customer receives a confirmation SMS from Kenya Power or their payment provider.