FLOW get­ting on my nerves

Jamaica Gleaner - - SATURDAY TALK -

THE EDI­TOR, Sir: I WISH to share with your read­ers my re­cent ex­pe­ri­ences with FLOW, made all the more dis­tress­ing as I am a dis­abled oc­to­ge­nar­ian re­ly­ing very much on my ac­cess to com­mu­ni­ca­tion ser­vices pro­vided by them.

a) In June of this year, I was con­tacted with an of­fer to have my tele­phone and In­ter­net ac­count, which FLOW had taken over from the pre­vi­ous provider, LIME, merged with the cable ac­count I had with them. This was to be what they termed a ‘triple bun­dle’ ser­vice, and I was as­sured that my to­tal bill would rep­re­sent a sav­ing on the amount paid for the two bills.

b) I ac­cepted the of­fer, and in July, tech­ni­cians came to make the nec­es­sary changes. In or­der to re­tain my long-stand­ing tele­phone num­ber, a spe­cific re­quest had to be made in per­son at the near­est FLOW of­fice. The nec­es­sary tran­si­tion pro­ceeded with a few glitches, which were re­solved by vis­its from tech­ni­cians.

How­ever, since the changeover, no voice­mail ser­vice (which I have al­ways had) has been avail­able. The con­tin­ued re­port is that this is an on­go­ing prob­lem ex­pe­ri­enced by FLOW users out­side of Ja­maica as well.

c) Ef­fec­tive from Au­gust (it may even have been from July), my ac­count from FLOW, which had pre­vi­ously been ap­pli­ca­ble to the cable ser­vice only, re­flected the in­creased to­tal, in­clud­ing tele­phone and In­ter­net – which is as I ex­pected. I also, how­ever, con­tin­ued to re­ceive the bill for tele­phone and In­ter­net with the ac­count num­ber as had been ap­pli­ca­ble from when LIME was the provider.

COR­REC­TION NOT COM­PLETE

I called the FLOW of­fices and was as­sured that the nec­es­sary cor­rec­tion had not been com­pleted and that I should ig­nore this, which I here re­fer to as the ‘LIME ac­count num­ber’ bill.

d) In Septem­ber and again in Oc­to­ber, the same thing hap­pened. I re­ceived the ex­pected FLOW bill for cable, tele­phone and In­ter­net AND the ‘LIME bill’, which re­flected the car­ry­over to­tal from the pre­vi­ous month’s bill. Each time, in re­sponse to my calls, I re­ceived apolo­gies for the de­lay in the ad­just­ment, but that I should con­tinue to ig­nore the other (‘LIME’) bill. I have, of course, paid the FLOW bill, last due Oc­to­ber 28 and main­tain my record for al­ways pay­ing util­ity bills.

e) On Novem­ber 16, I sud­denly be­came aware that no calls were be­ing re­ceived and call­ers were told that my num­ber is “tem­po­rar­ily out of ser­vice”. On call­ing to protest, I am NOW ad­vised by the FLOW rep­re­sen­ta­tive that I am three months in ar­rears on the sup­pos­edly no-longer-cur­rent ac­count and that, while apolo­getic about my un­der­stand­able frus­tra­tion, the only res­o­lu­tion to the sit­u­a­tion will re­quire my vis­it­ing a FLOW of­fice.

This is is what I get for re­spond­ing to FLOW’s pro­posal and seek­ing to keep in touch with them ev­ery step of the way – even in­clud­ing a call made while vis­it­ing New York. Any­way, the Liguanea branch of­fice can ex­pect a visit from a wheel­chair-pro­pelled cus­tomer, and trus’ me, de bre­dren bex! JOHN MAXWELL jmxwll@gmail.com

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