Payments made have not reflected on my bill

The following could be the reasons why your payment may not have reflected.

• Bill prepared before payment was made

• When payment is made outside the customer’s ECG Region.

• Payment made at the Bank or through Mobile money/ Vendor/ Express sometimes takes a while before reflecting at our end.

• Related Articles

• Where on the bill can I see my current charges

  It is captured as the current bill at the bottom right corner of the bill.

• Why do I have a negative amount showing on my bill

  Having a negative balance could be as a result of paying more than you owe or when there is a correction of a wrong reading of a previous bill.

• How long does it take for payment to reflect when I pay bill with the ECG mobile app?

  It usually takes up to 24 hours for payment made via ECG mobile app for postpaid meters to reflect, however for prepaid meters it might take a while if the customers run of credit before the purchase is made.

• The readings I have on my bill don’t tally with what I have on the meter

  If the current reading on the bill is higher than that of the meter or if the current reading on the meter is unreasonably higher than that of the bill, kindly take a picture of the reading on the meter and send to us in addition to the following ...

• Can I get a monthly statement for the previous month’s consumption since I’m a prepaid Customer

  Customers using the Nuri/Kamstrup meter registered on the Mobile App can view their consumption history as well as payments made with the App.