From frustration to resolution
Flow makes amends to overseas customer
Dear Claudienne,
I am writing to you on behalf of my uncle, who has been facing a frustrating and unresolved issue with Flow Jamaica. Since July 3, 2024, his entire community has been without Internet and TV services, and despite numerous attempts to address the situation with Flow, we have been met with inadequate support. Here’s a brief summary of the situation:
The disruption lasted from July 3, 2024, to September 7, 2024. He paid July’s bill in full out of good faith and was promised that his account would be credited as soon as repairs and rebate calculations were done. But despite promises, my uncle’s account has not been credited, and the refund we were offered does not reflect the extent of the outage. The refund that he was informed that he was getting was only $3,700 while the bill was $8,077.72.
Flow’s customer service team had assured us of rebates for the periods of July 3-28, 2024, and July 29-September 7, 2024. Unfortunately, no rebate has been processed, and to make matters worse, the service was disconnected due to non-payment, even though my uncle was not receiving service during the time in question.
My uncle resides overseas, and I have been managing his account from Jamaica on his behalf. Despite all efforts to seek a fair resolution, we have reached an impasse with Flow Jamaica.
We have grown increasingly frustrated, and as a last resort, am reaching out to you for help to have the service restored and the appropriate rebates applied for the disruption.
DM
Dear DM
Tell Claudienne has been in dialogue with Flow with respect to your concerns. The column has received the following email from Flow:
“We are happy to advise that services to the account in question have been reactivated and a full rebate provided for the period of service disruption which resulted from damage caused by the passage of Hurricane Beryl. Direct contact has been made with DM to advise him on this update. We take this opportunity to sincerely apologise to our valued customer, and we look forward to serving him in the future.”
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, 40-421/2 Beechwood Avenue, Kingston 5; or e-mail:edwardsc@jamaicaobserver.com. Please include a contact phone number.
