Dear Claudienne,

I am acting on behalf of BD, a 75-year-old senior citizen. For several years I have been paying all her utility bills, including her Flow bill. She receives both text messages and a bill sent to her e-mail. The bills are not usually printed as BD is not savvy with the computer, but payments are made from the text messages indicating the account number and the amount.

I am seeking your assistance in rectifying the September 2024 Flow amount of $5,145.00 plus a service charge of $50.00 which was paid at Prime Trust located at Escape on Knutsford Boulevard on October 3, 2024. BD also received the usual text message on her Digicel phone number 876-xxxx thanking her for the payment. (See copy of receipt and text message attached).

The usual text message and e-mail for October bill for $5,136.67 was received on October 16, 2024 to be paid on November 5, 2024, and this was paid on November 4, 2024. (See receipts attached).

However, when the November bill was received it showed a balance of $10,281.94 — due December 6, 2024. I called Flow on their 100 number on November 21, 2024 and spoke to a customer service representative to find out the reason for the $10,281.94. I was told that there was a reversal of the payment made on October 3, 2024, and I should check back with my payment agency. I immediately called Prime Trust head office on November 21, 2024 and was told that the reversal was not done by them. Prime Trust confirmed that they had transferred the payment to Flow.

On December 2, 2024 I visited the Flow office in Bargain Mall, Clock Tower Plaza, Half-Way-Tree and talked to a customer service rep to query why the payment was voided and she could not give me a reasonable answer but promised to do an investigation and get back to me by telephone. However, this has never happened. She advised that $5,150.73 was voided on October 24, 2024.

The December bill for $10,500.90 BD received from Flow included the amount under investigation and was due to be paid on January 5, 2025. Nonetheless, Flow had the audacity to disconnect her service during the Christmas season when no money is owed on the account. I have also noticed that they have changed (re-done) the bill that was originally sent to BD in November 2024. (See bills attached).

Thanks for your kind assistance in having the matter resolved as quickly as possible, as BD’s internet service has been disconnected due to Flow’s negligence.

VM

Dear VM,

Tell Claudienne has been in communication with Flow in regard to the discrepancies on BD’s account that you have outlined.

On Friday, January 10, Flow informed the column that the matter has been resolved. Flow said that they have spoken to you.

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