Dear Claudienne,

I have been having an issue with FLOW. I previously had the company’s Yaad and Road plan, but because of constant cable theft in my area, I went to a FLOW office and requested to be moved from the HFC service to GPON, which is a direct fibre connection.

I was advised that this would be treated as a new service and that the old service would be disconnected. The following Tuesday, FLOW technicians came and installed the new modem. For the new service, I decided to take Internet only.

As I would no longer have the Yaad and Road
service, I returned the old modem to the FLOW office and contacted customer service. I paid the amount owed ahead of time and also paid for the new service.

However, the following month FLOW sent me another bill on the old service number. I returned to the office and was told that the Yaad and Road account would be closed. I thought the matter had been resolved, but the following month I was again billed on the old account.

The account number in question is 5047xxxx. Could you please look into this matter for me?

AR

Dear AR,

Tell Claudienne discussed your complaint with FLOW and, having reviewed the matter, notes that you were contacted by the company. FLOW’s explanation of the issues discussed with you is set out in the following email received by the Tell Claudienne column:

“The account was reviewed and AR was contacted to discuss the billing information in detail. He was advised that, at the time he had the Yaad and Road
service, billing was processed one month in arrears. The migration of the account was completed on July 22, 2025, and the HFC account was disconnected on August 13, 2025.

“An adjustment was therefore applied for the period during which the account remained active while the migration was being completed, specifically from July 22, 2025 through August 13, 2025.

AR was also advised that his last payment of $8,039.00, made on July 26, 2025, satisfied the balance for the billing cycle covering June 5, 2025 through July 4, 2025. As a result, the account still reflects an outstanding balance for the period July 5, 2025, through July 21, 2025. The outstanding amount for that period is $3,654.71.

AR agreed to clear the remaining balance. He was advised that once payment is received, the account will reflect a zero balance and no further bills will be generated for the account.”

We wish you all the best.

Have a problem with a store, utility, or company? Telephone 876-936-9436 or cell/WhatsApp 876-484-1349; 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.