Ranchi, Jharkhand – Jharkhand Bijili Vitran Nigam Limited (JBVNL)’s ambitious push towards digital services has been met with a surge of frustration as its newly launched mobile application malfunctions, leaving consumers in the dark about how to manage their electricity accounts. The app, intended to streamline services like load enhancement, bill payments, and complaint registration, is riddled with technical glitches, rendering it virtually useless for many.
Consumers are reporting a plethora of issues, most notably the inability to enhance their electricity load through the app. This is a critical function, especially during peak seasons when demand surges. Adding to the problem, JBVNL’s customer support channels appear to be equally dysfunctional. Frustrated users claim that calls to the helpline go unanswered, and emails remain unacknowledged.
The situation takes a bizarre turn when consumers attempt to resolve their issues by visiting JBVNL’s customer service centers in person. Instead of finding solutions, they are met with helplessness. Staff at these centers reportedly inform consumers that they have no access to the app’s backend systems and that all transactions must be conducted digitally by the consumers themselves. This leaves customers in a Catch-22 situation, trapped between a malfunctioning app and a disempowered customer service system.
“It’s incredibly frustrating,” says a resident of Ranchi who wished to remain anonymous. “I tried to increase my load through the app, but it just wouldn’t work. I called customer service multiple times, but no one answered. When I finally went to the office, they told me they couldn’t do anything. They just shrugged and said it’s all online now. So, what are we supposed to do?”
This sentiment is echoed by numerous other consumers across the state. Many are now facing the prospect of power cuts and disrupted services due to their inability to manage their load requirements. The lack of clear guidance and support from JBVNL has only amplified the confusion and anger.
The botched digital transition raises serious questions about JBVNL’s preparedness and commitment to customer service. While digitalization is a welcome step, its implementation must be accompanied by robust support systems and a functional application. As it stands, JBVNL’s digital initiative has left consumers feeling abandoned and powerless, raising concerns about the future of electricity management in Jharkhand. Consumers are now demanding immediate action from JBVNL to rectify the app’s issues and provide adequate support channels to address their concerns. Until then, the promise of a seamless digital experience remains a distant dream.
Error in App while trying to load enhancement .
