Dear Claudienne,

I am having a serious problem with Flow. In September 2023 I received an electronic bill dated 13/09/2023, due date 03/10/2023. The balance was $0.00 with a negative $12,993.85.

I made enquiries of Flow and was told that I still should pay, which I did pay in full on August 30, 2023.

In November 2024, I received a Flow bill in the amount of $26,567.70, to be paid by December 3rd 2024.

I was shocked to see such a high bill because I pay my bills in full and on time. On closer observation of this particular bill I realised that something was off because it also stated BNS payment posted in error 30/08/2023 in the amount of $12,993.85. I again enquired of Flow what could have caused this and was told that the payment was not received. I told the customer service representative that I had proof that the payment was received by Flow because I received notifications from my bank and the telephone company. The Flow officer then told me that the payment was not reflected in the Flow system, so I need to get a copy of the payment receipt from the bank and take it to a Flow office.

I followed her instructions, got copies of the payment receipts from the bank, and took them to the Flow office on Half-Way-Tree Road on November 29, 2024. The customer service representative made copies of the payment receipts, questioned me, and said that she would email the documents to the relevant department for the matter to be resolved. I proceeded to pay my rightful bill, only for my Internet service to be disconnected on December 10,2024 because of so-called “outstanding” payment. I again called and explained the situation all over again and was temporarily given Internet service until the matter was investigated. I was told that I would receive a call from someone. I am yet to receive any such call.

My Flow account number is 336xxxx

Right now (December 17, 2024) I’m on edge as although my bill has been paid, my internet service is unstable. I have also noticed that a new bill was generated with that “outstanding” amount to be paid in January 2025. I find it quite strange that Flow would wait 15 months to let me know that it was not paid.

Please help me… I’m at my wits’ end. If Flow doesn’t appreciate me as a customer, all they need to do is say it because I can definitely take my business elsewhere.

MM

Dear MM,

Tell Claudienne contacted Flow about your concerns and they promised to do an investigation.

Tell Claudienne then received the following email from Flow:

“Flow is pleased to announce that the discrepancy surrounding MM’s bill balance has been settled satisfactorily. Following a conversation with MM, the discrepancy was explained and she confirmed that the issue has been resolved.

Flow thanks all our customers for their patience and understanding in helping us help them when issues arise.”

We wish you all the best.

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