Dear Claudienne,

I have a contract with Flow for landline, cable & Internet service at my residence in Manchester. I was fully paid up to June 30, 2024 . After Hurricane Beryl occurred on July 4, 2024, service was not restored until November 27, although other customers in very close proximity to my residence had their service restored before the end of August.

During that period, I made several reports to Flow via WhatsApp of the lack of service. I sent WhatsApp messages to Flow on August 12, 25, 26, 29; September 15, 18, 23; October 8, 25, 26; November 12, 18, 20. During this period Flow sent me a receipt that listed my complaint (Element 8103481) .

Nonetheless, out of habit, I paid $14,000 to Flow in August although I had no service. Flow continued to bill me every month notwithstanding that there was no service, a fact the company has acknowledged.

On December 20, 2024, the service was suspended, according to Flow, for non-payment of bills, which, by then, they claimed to be $63,000+.

I messaged them on December 20, 27 & 28 only to be met with the statement that my service was suspended for non-payment. On my third visit to Flow’s office at Leaders Plaza, Mandeville, on December 30, I was told that the matter would be “escalated”, whatever that means, and that I would hear from them within 48 hours.

The service remains suspended, and I haven’t heard from Flow. However, I have received another bill for $84,000+. The facts are that for the past seven months I have had less than one month’s service. I also paid the August bill even though I had no service. So, I owe Flow nothing.

I am a senior citizen who works from home and without Internet & phone service I am virtually unemployed. The service was finally restored on November 27, 2025.

Your help in this matter would be appreciated.

HL

Dear HL,

Tell Claudienne has been in communication with Flow on the matter. Flow has informed the column that the discrepancies in your account have been addressed.

The e-mail Flow sent to Tell Claudienne stated the following:

“Flow has reviewed the account for HL and processed the necessary rebates for the outage period resulting from Hurricane Beryl. We have also processed a barring rebate for the period December 20 to January 30. Additionally, we have advised HL on the status of the adjustment. Flow apologizes to HL for any inconveniences caused and we look forward to continue serving him.”

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.