System upgrade: Ecocash owns up to glitches

RETHABILE MOHONO

MASERU – Over the past two weeks, Econet Lesotho’s EcoCash users have faced frustrating disruptions to mobile money services due to a system migration.  What was supposed to be a seamless upgrade, aimed at improving service delivery, has instead left many customers struggling with delayed transactions and service outages.

EcoCash, which allows users to send and receive money, pay bills, and transfer funds to Standard Lesotho Bank, is a lifeline for many, and its downtime has been deeply felt across the country. In response to the rising dissatisfaction, Econet Telecom Lesotho (ETL) issued a statement defending the migration as part of its broader vision for technological innovation and financial inclusion.

“This move reflects our dedication to driving financial inclusion and providing solutions that make life easier for individuals and businesses,” the company noted. Despite these intentions, the roll-out has not gone according to plan, leading to widespread frustration and a barrage of complaints on social media platforms.

During a press briefing held last Thursday, Malefetsane Tlelima, Chief Technology and Information Officer at ETL, addressed the public backlash and offered insights into the challenges behind the migration. “This journey was not just a technical upgrade; it was a transformation aimed at improving user experience, boosting system reliability, and positioning EcoCash as a leader in digital financial services,” Tlelima explained.

He outlined the benefits of the upgrade, including improved platform performance, scalability, a more intuitive user interface, and robust security measures designed to protect users’ financial data.

However, Tlelima did not shy away from acknowledging the hardships that users have faced. He admitted that the migration process encountered unexpected difficulties, particularly in managing the vast amounts of customer data, which caused prolonged downtimes and service interruptions.

“We understand that any disruption affects our customers’ trust, and I want to personally acknowledge these challenges,” he said.

Tlelima went on to reassure customers that ETL is working tirelessly to address the issues. He noted that while some services, like money transfers and bill payments, have been restored, other functions, such as electricity purchases and certain bill payments, are still being fine-tuned.

“Our teams are working around the clock to ensure that all services are fully operational as soon as possible,” he added.

Despite the setbacks, Tlelima expressed optimism about the future of EcoCash, hinting at several upcoming enhancements.

He mentioned plans to expand payment solutions and forge new partnerships aimed at bringing digital financial services to underserved communities in Lesotho.

“Amidst all the challenges, I can confidently say that EcoCash has emerged stronger from this migration,” Tlelima remarked, emphasising the long-term benefits that will come from the upgrade.

As ETL continues to navigate the migration process, Tlelima assured customers that the company remains committed to transparency and regular communication. He reiterated ETL’s focus on rebuilding customer trust, stressing that every effort is being made to resolve the remaining issues swiftly.

For now, EcoCash users can expect some continued disruptions as the system stabilises, but the company hopes that, in the end, these temporary challenges will give way to a more reliable and secure service that will continue to serve as a pillar of financial inclusion in Lesotho.