Dear Claudienne,

I am requesting your urgent intervention regarding a deeply concerning issue involving Flow Jamaica and my elderly mother, who is a pensioner. The matter pertains to wrongful charges and the refusal of Flow Jamaica to refund her hard-earned money.

The total amount that Flow should refund my mother is $9,440.

On August 15, 2024, my mother made a routine mobile top-up of $2,900, which was confirmed via SMS. However, despite receiving confirmation, the credit did not reflect in her account, forcing her to make another top-up of $2,900 the following day. Upon contacting Flow customer support on August 16, we were initially told that no payment was received. However, after further investigation and a follow-up call on August 17, it was confirmed that both payments had indeed been made on August 15 at 07:45:59 and August 16 at 21:34:04.

Despite this confirmation, my mother incurred unjustified out-of-plan charges due to a $75 charge for a Caller Ringback tune – a service she has never requested. This unauthorised charge dropped her balance below the required $2,900 for her plan’s renewal, causing her to lose $2,900 worth of credit.

I have previously requested that this spam feature be removed from her account, yet it continues to plague her. When I asked for a refund of the $2,900 (which amounts to $3,625 with tax included), Flow outright denied the request, leaving her burdened with a loss she cannot afford.

The detailed breakdown of my mother’s Flow losses of $9,440.00 is as follows:

$2,900: Initial top-up charge loss on August 15,2024 (marked)

$3,625: Extra top-up on August 16,2024

$3,750: Top-up charges September 17,2024

$3,625: Top-up on October 23, 2024

$3,625: Additional top-up on November 21,2024(marked)

$1,375: Extra top-up on November 26,2024

$2,915: Credit balance loss (marked) November 2024:

December 2024:$955: Extra transferred plan payment

$2,915: Credit balance loss (marked) November 2024:

$1,375: Extra top-up on November 26

$3,625: Additional top-up on November 21 (marked)

October 2024:

$3,625: Top-up on October 23

The losses for which I am seeking a refund from Flow have placed an undue financial burden on the account holder, a pensioner on a fixed income. As previously noted, unauthorised charges such as the Caller Ringback tune were instrumental in draining the account balance and triggering additional top-ups. I believe the wider issue of unauthorised charges, such as these Caller Ringback tunes, needs to be scrutinised, as I am certain that my mother is not the only victim.

I would appreciate your help in this matter.

PD

Dear PD

Tell Claudienne has been in communication with Flow in regard to your concerns and notes that your mother has received a refund.

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.