Disrupted flow

Tell Claudienne

Claudienne Edwards

Sunday, April 21, 2019

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Dear Claudienne

Telephone service (landline and internet) for my FLOW account is registered in the name of my deceased mother who passed 11 years ago.

The service which was disrupted on December 29, 2018, was reported to FLOW (tCable and Wireless Jamaica Limited) via telephone by calling the company's Customer Care number.

The ticket number 4701214 was assigned by the Customer Care for the purpose of reference and an appointment date for January 4, 2019 was also set for a technician to conduct the necessary checks in order to determine the cause of the disruption. I was also asked to provide a contact number so that I could be reached to be given feedback once checks were complete.

However, I was not contacted and after the appointment date had passed, I telephoned Customer Care and was told that the investigation had not yet been completed.

Subsequently, I visited the FLOW/LIME office in May Pen to try to get an update and it was then that I was informed that my service had been disrupted due to stolen cables and that there was no timeline for replacing these cables.

I then requested that the reason for the service disruption, the date it occurred, and the date I reported the disruption to FLOW be given to me in writing.

However, my request was denied as I was told by the representative that it was outside of company policy to provide such responses in writing. After explaining that it was important that I have this in writing for the purpose of my records, the representative left the desk to discuss my request with a supervisor. Shortly after, she returned with a message from the supervisor stating that I should direct any further queries relating to my request to the Office of Utilities Regulation (OUR).

Later that evening, I contacted Customer Care at 100 on a mobile phone to further investigate the possibility of getting in writing the reason for my service being disrupted. I was directed to contact the Flow Help Desk which would be accessed via the FLOW website. and on January 11, 2019, via the Help Desk, a response to my email was generated stating that my concern would be addressed within 48 hours. However, to date there has been no further response.

Despite not having service since December 29, 2018, I received a bill for the period of January 2019, in the amount of $5988.57.

On January 23, 2019 I telephoned Customer Care and was advised by the representative that I was only required to pay $2187.70 of the total. I was also informed that an 'escalation would be prepared so that an adjustment could be made to the account by a senior supervisor.

As was advised I made the payment of $2187.70. However, upon calling Customer Care at a later date to get an update about the the progress of the restoration of the service, I was informed that my account had been barred due to an outstanding amount.

I explained to the representative over the telephone that I had been previously advised that I was not required to pay the amount in full due to an unavailability of service since December 29, 2018. However he insisted that there was no evidence of any such arrangement.

Since then I have received yet another bill for the month of February in the amount of $9,012.32. This amount includes charges for a period during which I had no service; plus a balance from the total for the month of January of which I had been advised that I was not required to pay in full.

On February 18, 2019, I visited the LIME store in May Pen again to enquire about the progress of restoring my service. Before I was even provided with any update, I was told once again that my account had been barred for non-payment. I again had to explain that my service has been unavailable since December 29, 2018.

Following that conversation, I informed the representative that as I had for so long suffered the inconvenience of being without telephone/ internet service, I was now interested in 'migrating to the fiber optic platform'. I was initially introduced to this 'platform' when I visited the LIME office in May Pen for the first time and asked about alternative services available as there was no timeline for stolen cables to be replaced (which was the reason given for my service being unavailable). This option would attract a fee in the form of a deposit.

While processing my application to 'migrate to this new 'platform' I supplied the required documents along with proof of the death of my mother.

The new account on the 'fiber optic platform' was now to be in my name but I was given the option to continue to keep the telephone number on my previous account that had been registered in my mother's name. as it was already known to family and friends.

I was in the process of confirming a convenient date and time for a technician to visit to do the installation when the representative left the desk briefly. She then returned to inform me that I would not be able to get the new account as a balance of $7,125 linked to account number 177118740000 dating back to a disputed 2009 bill for internet service, had still not been paid.

Although I showed them a letter regarding the settlement of this 2009 matter, the May Pen office has continued to refuse to install the 'fibre optic platform service.'

I would appreciate your help in this matter.


Dear PB

Tell Claudienne has been in communication with FLOW about your problem and we see that you have received the following e-mail from the company:

“Thank you for your recent contact with FLOW. My name is Rochelle and I will be able to help you with the points that you have raised.

Our apologies for the inconvenience, however, we would be delighted to assist.

Regarding the migration to fiber service, you would be required to visit a local Flow to request it.”

On receipt of this e-mail from FLOW you replied and were advised that to get the migration service the company needed your identification, TRN and proof of the death of your mother.

You have provided FLOW with the documents they requested.

On Wednesday April 17,2019, you told Tell Claudienne that FLOW had told you that a technician would be visiting your home on Thursday April 18,2019 between 12 noon and 5pm to install the new migration service.

We wish you all the best.


Dear Claudienne

I am retired and I applied to the Tax Administration for my income tax returns for five years and with your help they have settled my claim for four of the five years.

However, the claim for 2016 is still outstanding and they had promised to send me the refund of $33,000 by October 2018, but up to now I have not received it.

Could you kindly find out for me the reason for the delay in refunding me this money.


Dear LJ

When Tell Claudienne spoke with the Tax Administration office on Constant Spring Road, the spokesman said that the return form had not been completed properly.

We note that you have now visited the tax office and sorted out the problem, and that you have been refunded the money due to you.

We wish you all the best.

Have a problem with a store, utility, a company? Telephone 876-936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail:edwardsc@jamaicaobserver.com. Please include a contact phone number.

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