Dear Claudienne

My father was shot and killed in the latter part of 2001. In June 2011, I applied to the NIS for a widow’s pension for my mother. Recently I was told by the NIS claims department that the application was disallowed because it was late. This is very strange because after I made the application I called the office several times to find out how the matter was progressing and each time they told me to call back in two week’s time. Could you have this matter clarified for me.

EL

Dear EL

The NIS office told Tell Claudienne that because your mother was under 55 (she was 54 years of age) when your father was murdered, she was eligible for only one year of pension benefits. However, because the claim was made more than three years after his death, the one-year pension benefit was disallowed.

If your mother had been 55 years old when he died she would have been eligible for an NIS pension for life. She would still have been eligible for a pension benefit at this time but she would have lost a portion of it because the application was made so late.

Please be advised that claims of this nature should be made as early as possible in order to avoid disappointment.

Good luck.

Dear Claudienne

At the beginning of the school year in September, my daughter’s cellphone along with the IPod etc was put away to ensure that she concentrated fully on schoolwork. In mid-October I took out the cellphone to add credit and ensure that it was operating, only to be told that calls were restricted. Because of the restriction we were unable to make and send calls. I immediately contacted Digicel Customer Care and have been doing so almost every day since October 13. However, I am unable to access the SIM card.

These are unfathomable explanations being given:

* remove the SIM card, wipe it off and replace in the phone

* a call will be received from Digicel within the next 48 hours

* a customer service rep will call to provide an update

* it is a technical issue being experienced by a lot of customers

which will be resolved the following day

* it is in a premature state of expiration

* it is expired

* it is logged and will be dealt with within 24 hours

* no records seen of that phone number

I am truly frustrated. It is not the cost that counts, but the service provided to a dedicated customer. Please investigate. Thank you.

JM

Dear JM

We brought your problem to Digicel’s attention. We see that they have contacted you and apologised and resolved the problem. Digicel has advised Tell Claudienne that after your daughter’s cell number was reinstated it was discovered that the SIM was damaged. We note that you replaced the SIM card and that Digicel has reimbursed you for its cost and for the inconvenience caused. The company said that it was committed to continuing to deliver the best customer experience “to all our customers”.

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.