Dear Claudienne

On December 6, 2010, I bought a 4G Broadband Digicel modem from Kinkead Cellular in Junction, St Elizabeth. Up to today (26/4/11) I have never activated the modem.

However, in January 2011, I received a call from a man who said that he resided in Montego Bay. He asked me if I was AH and told me my address. He said that there was apparently a mix-up with our modems as when he went online with what he thought was his modem, my name, address and TRN number etc came up.

Immediately after the conversation ended I called Digicel Customer Care and related what the man told me. The clerk asked me for the MAC ID number on my modem. I then realised that the MAC ID number on the modem was different from the one listed by the salesperson on the application form when I bought the modem.

Customer Care promised to call me, but after two days when I did not hear from them I called back. A clerk again asked me for the MAC ID and promised to call. He never called back. When I next called Customer Care, I spoke to a supervisor.

On more than four occasions I was told that someone would call me back. I was also promised that the Senior customer care manager would call me, but he never did.

I became very upset and wrote to the supervisor whose name I had noted. In the letter that I wrote to the supervisor I demanded compensation of $10 million. The supervisor replied to my letter and informed me that Digicel would not compensate me but would transfer my modem to the man in Montego Bay and his modem would be transferred to me.

I know that the sum I demanded was outrageous but surely I am due an apology from Digicel in writing and some degree of compensation as my privacy was invaded. My personal information was released to another party without my permission and knowledge.

In these days of identity fraud etc this is a serious matter.

Could you see what you can do to assist me.

AH

Dear AH

Tell Claudienne spoke to Digicel about your complaint and they promised to investigate. We see that they have contacted you and that the matter has been settled amicably.

Digicel has e-mailed us the following letter sent to you:

“Reference is made to your letter of February 13, 2011, concerning the sale of a

4G Broadband modem inadvertently provisioned for you to another customer. Digicel acknowledges that due to this error, certain personal details may have become available.

“We appreciate the concerns you have expressed and sincerely apologise for any undue anguish this may have caused. Please accept our assurance that this was in fact an isolated incident, as customer confidentiality is very critical to us at Digicel.

“As per our agreement by telephone conversation, Digicel has reimbursed you the full cost of your 4G modem and provisioned you with one year free Digicel 4G Broadband service.

“Please feel free to contact us should you require any assistance with setting up your account.

“Thank you for choosing Digicel 4G Broadband and we look forward to being of further service to you in the future”.

Good luck.

Dear Claudienne

I am 76 years old. I retired at age 70 in December 2004 from a government agency which falls under the Prime Minister’s office. However, my job was not pensionable.

In August 2010, the Cabinet agreed to my request for a pension. However, to date I am unable to get any feedback as to the status of this matter.

Could you please investigate.

RE

Dear RE

We spoke to the Ministry of Finance and have been advised that the matter was sent to the Attorney General’s office for an opinion.

Tell Claudienne has been informed that you have been sent a copy of a letter written by the Finance Ministry to the Accountant General instructing them to begin making a payment to you.

Good luck.

Have a problem with a store, utility, a company? Telephone 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.