Dear Claudienne,

I am writing to you out of desperation. I have a problem with LIME/FLOW. On October 10, 2015, a garbage truck, privately contracted by my neighbour, tore the telephone cable from the service pole, and in the process, disconnected my land-line telephone service. The following day, I used my mobile phone to report the incident, and was given a reference number to quote if I needed to make subsequent reports or get updates.

On Tuesday October 13, an indoor serviceman was sent to address the matter. Upon discovering that the job required outdoor service personnel, he called me and advised me of the situation. He referred the matter to the outdoor agency on Thursday October 15, 2015.

Despite repeated visits to FLOW offices, a report to the Office of Utilities Regulation and countless telephone calls to Customer Service, the cable has not been replaced and my phone is still out of order seven weeks later, and counting.

Up to this point no-one with whom I have spoken has been able to tell me why the repair job is still outstanding or when the cable will be replaced. Each time I call I am answered by various Spanish-speaking operators who are only capable of listening to the complaint and “refreshing” the work order.

On the occasions when I’ve visited the offices, (Tropical Plaza, Liguanea and Carlton) my mobile number has been taken, and I have been promised that I would be called when there is an update. So far, I have not received any return calls from the offices, so I guess this means that my job is nowhere on the radar!

In the interim, FLOW service vehicles are passing me on the road every day, but I have not seen any in Havendale, and at the beginning of the 8th week, (November 30, 2015) I am still without service.

On my last visit to the Liguanea office, the person with whom I spoke muttered something about not having the material, or having to source the cable. He claimed that they would have to determine the extent of the damage before the repair could be done — this after seven weeks! He claimed that he sent an e-mail to the relevant person[s], and would get in touch with me when he received a response. This was five days ago, and I have received no response from him. This is totally unacceptable.

There is also the matter of a refund, because despite having no service, I paid my bill, anticipating that my phone service would have been restored in a timely manner, as used to happen when we had Cable and Wireless. If it takes seven weeks to restore a cable when there has been no natural disaster, can you imagine what would happen if there was a hurricane? Jamaica, wake up! Take sleep and mark death!

Please assist, as I am at the point where I am going to unplug the instrument and return it to them, accompanied by a few “choice words”.

CT

Dear CT,

Tell Claudienne has been in communication with LIME/FLOW and we note that your landline service has now been restored.

LIME/FLOW has sent us the following e-mail: “Over the past week, we have contacted the customer and had the damage repaired. The customer has confirmed the restoration of the service and has been rebated $2548.33 for the period Oct 11- Dec 4, 2015.Thanks for bringing this to our attention.”Good luck.Since May 2015 I have been making enquiries as to when I will receive the benefit, but whenever I call their office I am invariably told, “The file is still in accounts.”I am in dire need of the money and would appreciate your help in having the matter resolved.We spoke to the Manager of the Accounts Department at the NIS head office at Heroes Circle. She has informedGood 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.

LIME/FLOW has sent us the following e-mail:

“Over the past week, we have contacted the customer and had the damage repaired. The customer has confirmed the restoration of the service and has been rebated $2548.33 for the period Oct 11- Dec 4, 2015.

Thanks for bringing this to our attention.”

Good luck.

Dear Claudienne,

My husband died in June 2014, and in December 2014 I applied to the NIS office in Montego Bay for the widows’ grant.

Since May 2015 I have been making enquiries as to when I will receive the benefit, but whenever I call their office I am invariably told, “The file is still in accounts.”

I am in dire need of the money and would appreciate your help in having the matter resolved.

JB

Dear JB,

We spoke to the Manager of the Accounts Department at the NIS head office at Heroes Circle. She has informed

Tell Claudienne that on November 23 your cheque was sent to the NIS office in Montego Bay. Please go to that office and collect your cheque. Do let us know the outcome.

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.