From disconnection to resolution
Flow makes amends with customer
Dear Claudienne,
My husband and I have a residential account with Flow, and since September 7, 2024 there has been no service due to a damaged cable. For three months I have been without the service.
When I reported the problem to Flow on September 9, 2024, they sent a technician to my house. He did a detailed examination of the cable from which my home Internet was sourced, and determined that the problem was an area-wide issue.
On Saturday, September 28, 2024 my husband visited a Flow store in Spanish Town, St Catherine, and was informed that he was not to make any further bill payments until the problem was resolved.
However, we had received notification at 10:14 am on Wednesday, September 16, 2024, that the service would be disconnected due to arrears of $8,289.00. And when the account was terminated on December 4, 2024 there had been no service for three months.
To date, there has been no concrete evidence that any technical repairs took place, despite us having been told on more than one occasion by several agents [including three in Trinidad and one in Guyana], that the technical team/department were handling the matter; and further, that an escalation of the matter had taken place.
Can someone please help me to understand why there has still been no word from Flow as to when, if ever, the cable repairs will be done? Let me implore Flow to make this all make sense.
LH
Dear LH,
Tell Claudienne has been in communication with Flow on the matter and has received the following email:
“The account for LH has been reviewed. The issue was identified and an amnesty credit was applied by our customer loyalty team. The customer’s service has also been restored.
We take this opportunity to thank LH for being a Flow customer and for allowing us to serve him.”
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.
