Frequently asked questions on Powerplus prepaid electricity platform
THE Powerplus prepaid electricity topup service distribution platform now has over 60 000 trading agents offering a diversity of choice for ZESA prepaid meter customers - including business and households.
The choices include digital, mobile money and over-the-counter agents. As with any new system, challenges may be experienced once in a while and the Zimbabwean public needs to know the course of action to take when presented with common cases.
On the otherhand, Powertel Communications operates a 24hour Contact Centre to support the whole prepaid electricity distribution value chain from the Sub-Vendors to their agents/partners and also individuals, especially on issues pertaining to token generation. To date, over 95 percent of the prepaid electricity token generation is being through the e-vending partner network.
Below are the frequently asked questions and the point of reference where customers have encountered challenges.
Question 1: I bought a token via Eco cash/One Money/Telecash/mobile banking/online platform. Money was deducted from my account but I did not receive any token.
Resolution: On certain platforms, customers can make use of the ‘View token’ option, for instance on the Ecocash menu. When this also fails, the Customer may approach their respective service provider (sub-vendor) or alternatively Powertel Communications for a resolution, on the below stated contact details. The respective service provider or Powertel Communications will verify for the client within the system for the transaction status and issue a token if the transaction was successful. Failed transactions are however referred back to the respective dispensing sub-vendor for reimbursement.
Question 2: I bought a token via Ecocash/ One Money/Telecash /mobile banking/online platform. I received the token but on topping up, it is reporting ‘used’ or ‘failing to top up’.
Resolution: The client may approach Powertel Communications on the below stated contact details. Powertel will issue a token investigation letter that the client must take to their nearest ZETDC depot for investigations, upon confirmation that the token which was sent to the client is the correct one. In some cases, customers receive tokens that they may have received and used before hence the need to confirm in both systems before referring to the ZETDC. ZETDC then issues a report to Powertel upon which Powertel will either reimburse the sub-vendor in question or dismiss the issue.
Question 3: I topped up a wrong meter number
Resolution: The client may approach Powertel Communications on the below stated contact details. Powertel issues a token reversal letter which the client takes to ZETDC for clearance. The client is however required to pay $20 for the token clearing process at ZETDC. Powertel will reimburse the client through the sub-vendor after the token has been cleared.
Question 4: I topped up way more than I wanted to buy, usually this error emanates through the Over-the-Counter channels
Resolution: The client may approach Powertel Communications on the below stated contact details. Powertel issues a token reversal letter which the client takes to ZETDC for clearance. The client is however required to pay $20 for the token clearing process at ZETDC. Powertel will reimburse the client through the sub-vendor after the token has been cleared. Question 5: I lost my token Resolution: The client may approach Powertel Communications on the below stated contact details. Powertel will retrieve the token from the e-wallet and Itron systems. On some platforms, customers can also make use of the ‘View token’ option, for instance on the Ecocash menu.
Customers must note that Powertel Communications only deals with issues pertaining to token generation or failure on the prepaid electricity topup platform. The issues to do with the hardware- such as meter installation, faulty meters etc. must be referred to your local area ZETDC depot for assistance.
Powertel Service Support details
Apart from retail outlets in Harare, Bulawayo, Mutare, Gweru and Kwekwe, Powertel Communications operates a 24hour contact centre for round the clock convenience. The Contact Centre services its clients for products and services including prepaid electricity enquiries. Clients may contact the Powertel Contact Centre on 08611 208 222 /3, Whatsapp 0717205183 Email powercallcentre@powertel.co.zw/ retailsales@ powertel.co.zw.
POWERTEL FLAGSHIP SHOP: HARARE Shop 204, 2nd Floor Joina City Cnr Julius Nyerere Way & Jason Moyo Ave
Office VoIP: 08611 208 280 08611 370 017-19
POWERTEL REGIONAL SHOP: BULAWAYO
Address: Ground Floor, Fidelity Life Centre, Cnr Fife Street & 11th Ave Office VoIP: 08611370 020-21 POWERTEL REGIONAL SHOP: MUTARE Address: Shop 21, First Mutual Centre, No. 86 Herbert Chitepo Street Mobile VoIP: 08611 208 054 Office VoIP: 08611 208 295
POWERTEL REGIONAL SHOP: GWERU
Address: Inside ZETDC Gweru, 68-6th Street
Mobile VoIP: 08611 208 033 Office VoIP: 08611 208 296
POWERTEL REGIONAL OFFICE: KWEKWE
Address: Inside ZETDC Kwekwe, 44 R. Mugabe Way
Mobile VoIP: 08611208150 Office VoIP: 08611 208 190 Powertel Bulawayo Service Centre Powertel Flagship Shop- Joina City branch /