THE EDITOR, Sir:
On Tuesday, October 9, I paid a bill using LIME's automated service. The bill total was $2,475.01. This bill became overdue on September 29; yet, more than a week later, it was disconnected.
I used a Scotia credit card and subsequently paid that credit card bill on Saturday, October 27. LIME's total, along with authorisation code #009793, was one of the bills paid.
Reconnection was not immediate, and when I queried from customer care, I was told that they are not seeing the payment, even as I was staring at my credit card account showing the payment to LIME.
I provided the authorisation code and the phone was reconnected.
LIME again disconnected my phone, one way, in the week of October 15.
I queried again and was told that the company's system experienced a glitch on October 9, and the agent assumed that's why the system is not showing the payment. I provided her with the authorisation code, which she said matched the one provided before.
She reconnected the phone.
At the end of October, I received a message from LIME giving the total bill, but stating that an outstanding sum remained unpaid. Immediately, I called customer service, and spoke with a representative who was very patient, spending 46 minutes on the phone.
She was the third agent to whom I was explaining my situation.
Right after hanging up with her, I called Scotiabank customer care and got Phillip, who proved to be more than that, giving me precise and clear information about requests and payments from credit card.
He assured me that the bill was paid, and provided me with the authorisation code showing payment. I am more inclined to believe Scotiabank than LIME.
Armed with the information from Scotiabank, on Thursday morning I called back LIME's customer care. To my chagrin, none of the details I provided on Wednesday night was logged, and I had to repeat my story AGAIN.
LIME, you have a choice. Clean up your system and find my payment! Failing that, please remove your landline from my apartment.
I am not repeating my story to another agent.
My problems started when LIME stopped sending me bills through the mail as it had been doing for more than 15 years to the same address.
As a result, LIME is making a killing off my account because the bill invariably goes into disconnection, one-way for almshouse averages like $3,000.
I am tempted to believe that the reconnection fee is the motivation for rubbish.