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Electricity bill payment failed but debited

I paid into my meter account using fetswallet platform, but the transaction failed and I was s debited kindly assist to credit my wallet back .

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On the 27th of February, 2020, I tried to recharge my prepaid metre online via the FETS platform. However, my account was debited but the metre was not credited. I immediately informed the IBEDC customer care service, and I was told that a reversal will be effected as it is not possible to recharge an old metre online, but up till now, no reversal has been done. Attached is a screenshot of the response I got .
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