Sun | Jan 21, 2018

FLOW withholding rebate for non-service

Published:Friday | April 28, 2017 | 11:05 PMTracey Graham


It would appear from my perspective that FLOW puts money before delivering an effective costumer service to its customers.

I pay more than $15,000 a month to FLOW for my service, which includes international call service to enable me to call mobiles and landlines to the USA and Canada, and landlines within the United Kingdom, Spain and China.

Through no fault of mine, I was unable to obtain this service because of technical issues with FLOW. I was without service for almost five weeks and I brought the matter to the company's attention. I was advised that my account would be credited for no service.

This matter has been going on since the end of February. Fast-forward to April 25, 2017, the matter remains unresolved. I called today to find out when my account would be credited, as I received a call from FLOW to tell me I would be charged $250 for not paying my bill on time. I reminded the agent from Billing that I had yet to receive my credit for not being able to make international calls from my landline service.

I spoke to a supervisor on Tuesday, a Mr Fontley, from the Landline, Internet and Cable Department, who was able to confirm that he had seen where I had made FLOW aware of me not being able to access the service. He said he did not seeing where a credit would be applied for me not being able to receive the service.

I find it amazing that FLOW will go to lengths to remind you that you owe them money, but the same effort is not applied when they owe you.