Dear Claudienne,

I have been trying since December 7, 2022 to resolve an issue with Flow regarding their Ya’ad and Road service. As of today, May 10, 2023, the service has not been restored but they have continued to bill me. Listed below is a summary of the events.

On December 7, 2022 I received a call from Flow (Danielle) soliciting their Ya’ad and Road service for a special rate of $300.00 a month. The representative did not disclose that the plan would affect my current cable, Internet and landline plan with Flow to the point of an increase.

On December 16, 2022, when the plan did not materialise, I called Flow and was told an agent would contact me. On December 28, 2022 I called again, but no status could be given.

On January 6, 2023 I called again and finally an agent walked me through the process of setting up the Ya’ad and Road phone.

On January 12, 2023 I had no service so I called again and went through the same scenario.

On January 13, 2023 I requested to speak to a supervisor and she told me that I had to speak to the Loyalty Department.

However, after trying for one hour and 33 minutes I could not get through to the Loyalty Department.

On January 18, 2023 I visited the Flow office and, with the help of an agent, contacted the loyalty department. I was informed that Flow could not restore my original cable, Internet and landline service without turning the issue over to the billing department. It was decided that they would give me a discounted rate of 25 per cent of the new rate for five months, and the Ya’ad and Road would be for $1500 monthly. I agreed.

On January 23,2023 I again had no Ya’ad and Road service, but after speaking with four agents they got the service working for a few days.

Between February 3, 2023 and March 8 the service worked intermittently, but I persevered in order to protect my current cable, Internet and landline service.

I am frustrated, as today — May 10,2023 — there is still no Ya’ad and Road service on the phone, the original cable plus account plan has not been restored, and Flow is continuing to bill me monthly.

I would greatly appreciate your intervention.

DB

Dear DB,

Tell Claudienne has been in communication with Flow in respect of the challenges you have been experiencing with your account .

You have now informed the column that the problems have been resolved.

We wish you all the best.

Have a problem with a store, utility, a company? Telephone 876-936-9436 or Cell # 876-484-1349 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-421/2 Beechwood Avenue, Kingston 5; or e-mail:edwardsc@jamaicaobserver.com. Please include a contact phone number.