Dear Claudienne,

At the time I am sending you my complaint (November 12, 2021), it has been 29 days since I have had access to the Internet. The problem began on Thursday, October 14, 2021. On Monday, October 18, 2021, I contacted Flow customer service to report the problem, and was told that a technician will contact me before coming, and that it would be rectified within 48 hours. I didn’t get a call, and no technician showed up at the house to remedy the problem.

I called customer service almost every day for an update, and every agent told me the same thing: “A technician will be dispatched shortly because the issue has been escalated several times.”

On October 28, 2021, I even went so far as to send a direct message to Flow Jamaica on Instagram, where I was assured that it will be dealt with as soon as possible. However, there was still no remedy.

I work from home and also attend university where I take online classes. So this issue has negatively impacted my daily activities. I went in store at the Half-Way-Tree Road Flow office on Thursday, November 4, 2021, out of frustration to see if it would help speed up the process. The store agent informed me that I would be contacted on November 5, 2021. I have yet to receive a call from Flow, nor has a technician been assigned to me. I contacted the company again, this morning, and was informed by an employee that they attempted to assign a technician to my location but that it was denied on Tuesday, November 2, 2021. It was not stated why there was a decline. I’m overwhelmed by the situation, and to say that the manner my problem is being handled is unprofessional is an understatement.

TP

Dear TP

On informing Flow of your complaint, the Tell Claudienne column has received the following e-mail from the company.

“Thank you for bringing to our attention, the captioned matter regarding a disruption in the service for one of our very valuable customers, TP. We do apologise for any inconvenience caused to TP during the period of service outage.

Following an investigation, we can confirm that the issue impacting TP’s Internet service was resolved on November 22, 2021. A rebate was also applied to her account and was generated for March 2022.

We thank TP for her patience during the period of service disruption. We also remind our customers that they can 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

Facebook: https://www.facebook.com/FlowJamaica

Twitter: @FlowJamaica

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.