Dear Claudienne

I am writing this letter in anger and disgust in regard to my Digicel Sim Cards.

I know none of us will be living forever, but for now while I am alive I would like to have the use of them. because I paid for them.

I have purchased several Digicel Sim Cards over the years, and have been having problems with them ever since.

My biggest problem and current problem is that when  I went to the Digicel Cross Roads location to top up my two sim cards on the Cash Box Machine, I received an error message that said “This is not a Digicel number”.

I have had these numbers for years, but my phones got damaged. Since the phones were damaged, I  have been topping up the two Cards each month via Direct & Credit U Top Ups.

I cannot just loose these numbers, because my Bankers, Insurance Business Associates etc. have them as my contact numbers. It will inconvenience me greatly to have to find all these persons and give them new information.

I am asking Digicel kindly to give me back my numbers as I can’t believe that the company has just shut down my sim cards.  

ME

Dear ME

Tell Claudienne asked Digicel  to respond to your allegations. The public relations and communications manager has sent Tell Claudienne the following e-mail:

“Thank you for this opportunity to provide clarification about how our Prepaid service works in relation to maintaining an active number on the Digicel network. We made checks and found that two of the prepaid numbers submitted by ME are working and only require to be topped up in order to make calls and use data services. The other two numbers are no longer active on our system as a result of no direct top-ups for more than 60 days. While we regret this outcome, we wish to remind customers that the Credit U option is not considered direct top up, and that in order to keep their accounts active, they should perform at least one direct top up activity each month.

“We understand the importance of helping our customers to keep their Prepaid numbers in an active state. This is why we encourage them to download and use the MyDigicel app at mydigicel.net to check expiry dates and the status of their accounts in order to keep up-to-date about their service. Customers can also dial the short code *124# or go to mydigicel.net to check expiry dates for credit as well as the duration of their Prepaid service.

“Customers are reminded that their Prepaid service will remain in an active state once they top–up before their credit expires. Customers can top up with a minimum of $40 via electronic top-up to reset the expiry of their balance and the account. They typically have a minimum of 120 days after their last top-up to reactivate their account by performing a direct top-up. Since February 11, 2019 we made a change to our Credit U process and now customers are able to reactivate their services using this method. However, by that date, ME’s  numbers had already expired.

We have since shared this information with ME and we use this forum to inform other customers about how to stay connected to the Digicel network and enjoy the best value and the most reliable network experience.”

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-mailedwardsc@jamaicaobserver.com. Please include a contact phone number.