Is user frustration free on freecharge?
Well, it all began when we decided to pay our electricity bill on freecharge.in
It is pretty simple isn’t it? It just took like 2 steps : 1. Signing up and 2. Adding the account number (given by the local electricity board) and freecharge.in did everything else!
I was user-euphoric over the onboard experience. I could pay my bill easily and and would get reminders too! Now that is what I call smart!!
Well, that was a bit short-lived excitement for the very next month 😐
I logged in (haven’t installed the app yet) and then tried to pay the next month bill, it still showed the previous bill amount and previous last date. Unable to pay the bill, I emailed the customer care guys. I got a quick response :
We are sincerely apologize for the inconvenienced caused to you, we would like to inform you that if you are utility bill payment due date is less then 4 days then you will be unable pay your bill. We would like to inform you that you utility bill payment due date should be more than 4 days then only you will be able to pay your respective utility bill payment.
Hope this information will be helpful to you.
Now, I was confused with this…. so I replied back that I was receiving the error of the old bill that is the previous month’s bill and not the current bill information with updated amount and due date. And their response was:
Thank you for writing in!
We understand that you have trouble.
Regret for the inconvenience caused. In order for us to address your concern as quickly as possible, kindly send us a screenshot of the error message.
Awaiting for your response! We appreciate your co-operation!
So then I email the attachments containing the screenshots of errors from the browser and the same error from their app.
While I waited for their response which took couple of days, I kept refreshing optimistically their app and their website pages to really really pay my bill and still got an error. The following was their response to the screenshots:
Thank you for writing to us!
We would like to inform you that the error you are getting is due to technical error kindly send us the latest bill copy so that we can assist you better.
We appreciate your patience.
So here I again scan the electricity bill through the Scannable app and mail it across to them. By then I have just 48 hours left to pay my bill and can you guess what the response was? Here it is:
Thank you for your Email!
We are glad to inform you that you can pay your Electricity Bills,but we kindly request you to pay your bill through Freecharge 4 days before the due date.Since it takes 72 hours to get it updated.
We also inform you that there is no limitations for electricity bill payments.
Hope this information was helpful.
Nevertheless, I paid the electricity bill offline directly to the electricity board bill payment collection department but didn’t really give up on Freecharge entirely as I really liked their Onboarding experience.
Deciding to take a second chance I went back the next month to pay my bill through freecharge and have been continually been doing so far successfully and effortlessly.