Restore my service, Digicel
THE EDITOR, Sir:
AFTER YEARS of being a loyal Digicel customer, I have reached a point where I am contemplating an end to our relationship. I am frustrated with Digicel’s service and the hassle in getting my problem resolved.
Each month, my bills are paid using Scotiabank’s Internet banking service. For the past two consecutive months, I noticed that payments made were not credited to my account. On realising this, I contacted Digicel’s Customer Care; explained the situation to the agent; provided the relevant details; and was advised that my account would be updated to reflect the payments made. However, several checks on my account revealed that the bill amount kept increasing. Concerned, I called back on Saturday, March 31, and was advised that payment was credited on March 1 and was noted on their system.
ISSUES WITH BANK
Fast-forward to Wednesday, April 4, my efforts to make calls were greeted by an embarrassing recording that my service was disconnected because of lack of payment. Upset, I called Digicel’s Customer Care, only to be told that they have been experiencing challenges with Scotiabank, where payments made online take a while to reach them. The agent then advised me to contact Scotiabank to rectify the situation.
How does the issue between Digicel and Scotiabank become the customer’s problem? Just as Digicel promotes its services via calls and text messages to my phone, I would have appreciated if they had called or sent me a message advising me of challenges with Scotiabank. I shouldn’t have had my service disconnected to be aware of this.
I contacted Scotiabank and was told that Digicel, in fact, received the payments. Fastforward to Monday, April 9, I am still without service and the customer care agents are unable to offer any assistance. Until the problem with Scotiabank is corrected, I am appealing to Digicel to restore my service with immediate effect or offer me a rebate for the major inconvenience I am experiencing. SHARMICA HOLNESS sharm_holness@live.com Mandeville, Manchester