Dear Claudienne,

I had approximately $2,700 LIME credit up to December 30, 2014. I received a LIME text message at 12:54 a.m. on December 31, 2014 stating: “Your account state is No Credit (S1)…”

I subsequently topped up with $500 on December 31, 2014, but the $2,700 credit which expired on December 31, 2014 was not reflected in my balance i.e. not reactivated.

I subsequently e-mailed LIME’S Customer Care and was told that they could not see the missing credit. “You have had the service for a long period of time without adding credit, that is why you received the message that the service was suspended for no credit,” the Customer Care told me.

However, this was not the case, as I had topped up with $1000 each time on November 16, October 4 and August 2014 and had also been making and receiving calls within the week of December 31, 2014. I subsequently called LIME’S Customer Care on December 31 and was told that they could not see what happened to the credit because it had expired.

On January 23, 2015, I visited the LIME Carlton Crescent Customer Care Centre and spoke to a customer service representative who told me that he saw the $2,700 credit as a negative figure but could not determine why it was not reactivated and that he had put in a request for a mobile manager to investigate why the credit was not reactivated. He e-mailed me on said date stating that when he heard from the mobile manager, he would contact me again. Subsequently, I have called and e-mailed the representative but have received no reply.

I would greatly appreciate your looking into the matter for me.

KB

Dear KB,

Tell Claudienne communicated with LIME and was advised that their Customer Satisfaction team would investigate your complaints. We note that the matter has been settled.

An e-mail we received from LIME stated the following:

“Thanks for bringing this issue to our attention. We sincerely apologise to KB for the inconvenience. We double-checked and she was right. There was an error in retrieving the unused credit she had topped up with up to three months before. We have since corrected the issue and I am pleased to let you know that an amount of $2700 in prepaid mobile credit has been added to her account. I spoke with her shortly after the adjustment was made and she expressed satisfaction with the result.”

Your e-mail sent to Tell Claudienne after the matter was settled stated: “I would like to sincerely thank you for your intervention in this matter. Keep up the great work!”

Good luck.

Dear Claudienne,

I am now living in Trelawny. I worked as a domestic helper for four years and two months in Havendale, St Andrew. During the time I worked, my employer paid my NIS contributions. When I became pregnant in May 2013 I applied to the NIS for the maternity benefit. I had the baby in July 2013.

Since then I have been calling the NIS Heroes Circle office to find out about the benefit, but am getting the runaround.

Could you please help me to have the NIS pay me the benefit.

WC

Dear WC,

Apparently your file could not be located, but after we contacted the NIS your file was found. The NIS has fast-tracked your claim and a cheque for $40,000 has been sent to the Falmouth NIS office. Please let us know when you collect the cheque.

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.