Dear Claudienne,

Trust all is well with you. I am seeking your assistance to address an issue I am having in trying to get my replacement Flow SIM card chip.

On August 9, 2024 I visited the Flow office on King Street, downtown Kingston, and made a request to have my Flow chip replaced as I had lost it.

The Flow representative who assisted me asked me for five numbers that the cell phone had called. He said that the phone had no call history. I then requested him to include in his e-mail report the fact that my son, a minor who used the phone, only made WhatsApp calls, as this is how the young generation operates. I also pointed out that he could go back in the call history and see that the numbers I had provided were actually there.

My request for the SIM card was logged and I was told to come back the next day. I, however, told the Flow representative that I was going out of town and would return to the Flow office on August 12, 2024 for the replacement chip.

When I went back to the office on August 12, 2024 the Flow representative told me that my name was not logged. I then went back to the Flow receptionist who told me that my request for the SIM replacement chip had been denied on the grounds that “no history was provided”.

Please recall that I had told the Flow representative who initially logged my request to input that my son used WhatsApp to communicate on the phone.

I was also told that the SIM was replaced in 2017 and Flow needed to see the replacement receipt.

I informed the representative that it was so long ago that I didn’t have the receipt. I also pointed out that when I bought the phone Flow had copied my identification and TRN [Tax Registration Number] to identify me as the owner of the SIM card (chip).

The representative then told me that I could provide the slot that the SIM had come in. “I said are you serious? I am unable to provide that as it was seven years ago.” The Flow representative then told me that she could not help me any further.

I would appreciate any help that you can provide to have this matter resolved.

KH

Dear KH,

Tell Claudienne has been in communication with Flow, and on November 26, 2024 you informed the column that the company has replaced your SIM card.

Your e-mail states:

“Thank you so much for your kind assistance in assisting me with my replacement SIM card from Flow Jamaica. I received a call yesterday from Ms MT advising me that my SIM card is available for pickup. I went to Flow King Street this morning and was given a replacement SIM card. Your help is greatly appreciated.”

We wish you all the best.

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