THE EDITOR, Sir:
I am writing you regarding a new practice instituted by Digicel Jamaica relating to credit expiry and account deactivation.
It is now Digicel's practice to deactivate customer accounts after 21 days without topping-up (if their last top-up was with $100 of credit) and up to 120 days for top-ups of $1,000 and more.
Upon calling customer service and navigating my way through the menu to finally reach a living, breathing robot, I had my intelligence insulted by the customer-service representative who tried to explain to me that the service has always been based upon this practice.
Having been a customer of theirs for roughly 10 years, I could remember the times when my account was up to four months without credit (while I was studying in Cuba) and my service was never deactivated. And no, my last top-up had not been $1,000 or more.
Another issue I have is in relation to the practice of them taking advantage of their per second billing to whittle away customers' credit by having the calls continue to run despite the call having been disconnected.
I am going to take up these issues with an attorney to see just how legal their actions are.
A. DOMINIC BROOKS