Tired of FLOW’s dis­ser­vice

Pat Wil­liams Big­nall

Jamaica Gleaner - - PEOPLE'S REPORT - Wil­big@cw­ja­maica.com

ON OC­TO­BER 28, I paid my FLOW bill for my land­line – in full – and there were no ac­cu­mu­lated ar­rears. This bill was due on the 29th, so in essence, this was a pre-pay­ment to FLOW.

On the evening of Thurs­day, Novem­ber 10, I made a call that was in­ter­rupted by a voice mes­sage warning of pos­si­ble dis­con­nec­tion for non-pay­ment. A cou­ple of min­utes into the call, my ac­count was dis­con­nected. While I knew I had no out­stand­ing bal­ance, I checked my bill and ver­i­fied that the pay­ment had been made be­fore call­ing the com­pany.

The rep­re­sen­ta­tive I spoke with con­firmed that the pay­ment came in on the 28th and ad­vised that the ac­count was not cred­ited un­til the 31st, hence it was dis­con­nected for late pay­ment.

NO CALL

I took her to task and she sought guid­ance from the su­per­vi­sor, who ad­vised her to take my de­tails and she would call me in a few min­utes. Well, at the time of writ­ing this let­ter (Novem­ber 14), I am yet to re­ceive a call from the su­per­vi­sor.

I have made three sub­se­quent calls to the com­pany, and the re­sponses ranged from “the credit not yet ap­plied, though we are seeing your pay­ment”, to “there are some is­sues and some­one should have man­u­ally ac­ti­vated the pay­ment to your ac­count”.

On all four en­coun­ters, I was told that the mat­ter was be­ing es­ca­lated. For the third and fourth calls, the es­ca­la­tion moved to ‘high pri­or­ity’. But up to last evening (my last call), the pay­ment had still not ap­plied.

I was ad­vised that so great is the mag­ni­tude of such a prob­lem that the com­pany has cre­ated a depart­ment to deal solely with adding pay­ments to ac­counts where the clients paid but did not get the ben­e­fit of the pay­ment to their ac­count.

WITH­OUT AC­CESS

Against the back­ground of the newly es­tab­lished depart­ment, an as­sur­ance was given to me that within 12 hours of my call, the pay­ment would be ap­plied and I would re­gain ac­cess to my tele­phone line. It’s al­most 20 hours af­ter and I am still with­out ac­cess.

I am re­ally taken aback that the ac­count was dis­con­nected 14 days af­ter the pay­ment was made, even though the sys­tem cor­rob­o­rated that the pay­ment had been re­ceived.

Is there a body that checks to en­sure that the ac­counts of clients who have al­ready paid are re­moved from a dis­con­nec­tion list? And, if the com­pany is aware that it has in­ter­nal is­sues, shouldn’t dis­con­nec­tions be done only af­ter a thor­ough in­ves­ti­ga­tion that proves, with­out a shadow of a doubt, that the client has not paid?

I have lis­tened to the ex­pe­ri­ences of so many of FLOW’s cus­tomers, and I am forced to ask: Is FLOW still in the busi­ness of serv­ing clients?

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