PrepayPower Explains Meter System After Customers Charged During Power Outage

Wednesday, 29 January 2025 10:00

By Martin Osborne

The issue has left many wondering whether their accounts would be automatically refunded or if they needed to take action themselves.

Locals using PrepayPower's prepaid electricity service have expressed confusion and frustration after noticing they were still being charged despite experiencing power outages.

The issue has left many wondering whether their accounts would be automatically refunded or if they needed to take action themselves.

Kfm reached out to PrepayPower.

The company explained that their meters update every half-hour with an estimated usage based on the previous 30 days.

At midnight, the system receives a reading from the ESB (Electricity Supply Board) to rectify the balance.

If a customer does not use electricity throughout the day, their balance is "adjusted accordingly".

However, some customers were alarmed to find their balances decreasing even when their homes were without power.

One of the main concerns raised by customers was whether they would be refunded automatically.

A PrepayPower representative clarified that while the system typically self-adjusts, there could be cases where a manual refund is required.

Customers were advised to contact the company if their balances did not correct themselves within 24 to 48 hours after power restoration.

"It’s frustrating that we have to monitor our balance and follow up for a refund instead of it happening automatically," said Brigid from Newbridge.

"What if I had not contacted them?" she said.

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