TNB Apologises for July Electricity Bill Errors: Blames App Glitch
TNB Admits App Error Led to Incorrectly High Electricity Bills for July
Kuala Lumpur, Malaysia – Tenaga Nasional Berhad (TNB), Malaysia’s national electricity provider, has issued an apology to customers experiencing unexpectedly high electricity readings in their July bills. The company attributes the issue to a technical glitch within its mobile application, which resulted in inflated consumption data being recorded and subsequently reflected in billing statements.
“We understand the concerns and frustrations faced by our customers regarding the unusually high electricity readings in their July bills,” stated a spokesperson for TNB. “After a thorough investigation, we have identified a software error in our mobile app as the root cause. This error led to inaccurate data being transmitted, impacting the final bill amount.”
What Happened and How Does It Affect You?
The problem stemmed from a miscalculation within the TNB app, particularly affecting customers who primarily monitor their electricity usage through the platform. While the exact number of affected customers is still being assessed, TNB assures that they are working diligently to rectify the situation and provide fair adjustments to those impacted.
TNB's Response and Remedial Actions
TNB has outlined several steps to address the issue and assist affected customers:
- Data Correction: The company is actively working to correct the erroneous data within its system.
- Bill Adjustments: Customers who have been significantly overcharged due to the app error will receive adjustments on their upcoming bills. The adjustment methodology is being refined to ensure fairness and accuracy.
- Customer Support: TNB has bolstered its customer support channels (hotline, website, social media) to handle inquiries and complaints related to the billing errors. Customers are encouraged to contact TNB directly with any concerns.
- App Update: A software update has been released to address the glitch and prevent recurrence. TNB urges all users to download and install the latest version of the app.
How to Check if You're Affected
Customers are advised to compare their actual electricity usage with the readings displayed in the TNB app. Any significant discrepancies should be reported to TNB immediately. Furthermore, customers can contact TNB via their official channels for clarification and assistance.
Looking Ahead: Preventing Future Errors
TNB has committed to enhancing its quality assurance processes and conducting more rigorous testing of its applications before deployment. The company acknowledged the importance of reliable data and the impact of errors on customer trust and satisfaction.
This incident serves as a reminder of the challenges in relying solely on digital platforms for critical services. While TNB’s app provides convenience and real-time data, customers should also maintain records of their electricity usage for verification purposes.
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