Dear Claudienne,

I am so tired of Flow. I have been back and forth at the main office several times and have spoken to several of their representatives since the end of August 2021 about copper wire that has been stolen in my area.

They said they were working on fixing the Internet problem, but at the time I am sending you this e-mail (December 18, 2021), I still have no Internet. A Flow representative advised me to continue to pay the bill to keep the line active. He said that once the issue was resolved I would receive credit on my account for the period that I had no service.

In November 2021, the technicians started to work on fixing the Internet issue, and at the end of December 2021 representatives from Flow came to the area to sign up people for the Internet service. The information I got from representatives in the Flow office and who came to the area was that, in order to get the service quickly, I would have to open an account in someone else’s name. I was promised that the payment that I had made on the account during the time frame I was out of service would be transferred to a new account that would be created and also that the charges would be credited. I went ahead and did exactly as I was told.

Although I disconnected the service, I am still getting charges for the Internet. I went to the main office to request a disconnection again and the payments I had made are yet to be transferred to the new account, and the charges on the old account are still there.

Please, I need your help.

SF

Dear SF

After Tell Claudienne brought your grouses about its service to Flow’s attention, the company sent the following e-mail to the column.

Thank you for bringing the matter regarding SF’s billing issue to our attention. We do apologise to SF for any inconvenience she may have experienced. We can confirm that her complaint was resolved earlier in 2022 and the required rebate applied for the outage period August 20-December 14, 2021. Her account was also credited for payments she made during the outage period.

With reference to SF’s claim, “I was told that, in order to get the service quickly, I would have to open an account in someone else’s name,” please note that the company’s policy does not allow for persons to open accounts in someone else’s name.

We do appreciate SF’s loyalty to Flow and remind our customers that they may continue to engage us by using any of the following channels: customer service by telephone at: 100 or 1-800-804-2994; WhatsApp at: 876-620-2200; e-mail: customerfirst@cwc.com; Facebook: https://www.facebook.com/FlowJamaica.

We wish you all the best.

Have a problem with a store, utility, a company? Telephone 876- 936-9436 or cell # 876-484-1349 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.