Flow Jamaica Complaints

I called in on numerous occasions due to slow speeds on Internet and wanting to know my bill amount. I was hung up on twice and no assistance offered.

I have applied for the flow service since January 28,2021 and I am yet to receive the service! It has been 2 months now! I was assured that this could be installed before I moved to where I am now. What has me peeved is the fact that my husband has lost his job because of their lackluster service and nonchalant attitude towards us. This is slackness and i will continue to file complaints and take it higher if I must because I NEED to internet!!

To whom it may concern.
For over 8 months I have been trying to sort out an issue with my mother's flow account. Details are below. It has become so serious that I have had to make alternative arrangement, at a cost to ourselves to get the matter remedied.

We have been paying the monthly bill via Paymaster to ensure that our alarm system can be monitored. I now understand that there is no service to our property, although FLOW Jamaica has continued to accept the payments. They have never responded to any of my phone calls or emails about the matter. Please see the last email I sent in February. To date, I have not received an acknowledgement, let alone a response.

Please can you therefore, respond to this complaint as a matter of urgency, as this level of service from FLOW Jamaica, in particular, the Mandeville Branch it totally unacceptable.

The details are below, and I have attached, via the portal below, a copy of my last correspondence.

Re: Account Number - 50215863
Account Type: Residential
Invoice Number: 25470220
Customer details: Mrts Rosalee Richards, 12 Highway Drive Mandeville

I Look forward to receiving your urgent responce

Audrey Adams (daughter)
on behalf of Mrs R Richards (Account Holder)

My husband name is on the bill his name is Joseph Morrison and I suppose to get my rebate from last year September and call and assure on many different occasions that it would be taken off my bill and upon still now every month it still comes on my bill the last time I went on chat was the 21-12-2020 and the lady said it would be taken care of until now months later,the account #940341460000/8769725418. Rebate is$3218

8 months ago I payed a bill via IVR a credit card and every month I have to call to get my service restored because they disconnect my account because they say the cant find the money I payed and was even sent an confirmation number which I give to the reps when I call in

Dear sir or madam. I m writing this message to enquire if a representative could feature a coverage on the poor customer service from Flow. I recall reading a coverage regarding the residents of St Mary complaining of the poor customer service from the Port Maria branch For the last nearly 12 months i have requested Flow to disconnect my cable service. I reside in the UK and due to health reasons and Covid19, i been unable to travel. Only way for me to contact Flow from overseas was via whatsapp as contacting them via phone

I have evidence of communication via whatsapp and emails to Port Maria Branch. Each time they promise they will sort it.

Have always had poor internet service for a number of months now however this has now become a major issue since covid as my children who attend Utec is back home in St Elizabeth. I have reported this matter so many times and in Dec I was given a number 5779516 and was told that the cable from the exchange in Santa Cruz to Leeds is damaged. The technicians also told us that we were not the only ones with this issue and they have reported this matter to the office so many times. I was told that thiscissue would have been rectified by January 29 2021 yet when i called on the 30th i was told by tge agent that she is not sure when àthis matter would be rectified. I asked to speak to a supervisor but was told that because of the weekend no one was therecto assist however she took my number and said i would get a call back with 24 hrs. I never received any calls and so i called back today, only to be told that the matter was resolved. I told the lady Nathaniel C that was not possible as as i was currently experiencing the same issue. I asked to speak to a supervisor Kimberly and she said that old case was closed and proceeded to trouble shoot the issue. No issue was found as all the lights were on the modem yet there was no service. She logged a new report 5847425.Honestly is this Flow way of avoiding from paying for the period when my service has been down. More importantly is that the cable be changed so that we the people of Leeds who are also suffering can be relieved of this shoddy service. Help Help Please Flow. We are being held at ransome
I am Dennie Copley
8769664382
880070870000

Today I got a bill for almost 14,000 as I requested to change my plan to a lower plan. They left me without a postpaid plan for the day in which a flow rep is said I used 2.9 GB of data and was charged 29,000. The error was on your end and I will not pay until it is removed. They sent me to the store in which I was 63rd person in line and will not be put at an inconvenience because of flow. If this is not resolved without me going to the store, I'm going to report this company.

I have been without service (landline, internet and cable) for over 2 months and I have made several reports about it, I have received several ticket numbers that have been closed out whenever I call back. I received two bills for these 2 months and I have paid them and still yet no one has come to look at the issue.

I attended the May Pen outlet on 23. 11.2020 to sign up for the Do It All bundle, the customer service agent advised that an engineer would be along on Friday 27th to carry out the installation... Fast forward to 3rd December, this was the date the engineer arrived, installed everything bar the WiFi extender... I went to the May Pen outlet on Friday 11th Dec first to ascertain when I can expect to have the WiFi extender installed and 2nd to get the account number and information on payment date for my newly installed bundle... The customer service agent told me that the bill was due to be paid on the 9th of every month.... I then asked her if this meant my payment was overdue? To which she responded, billing is the 9th of every month. I then asked her how much was it, me thinking from the 3rd of Dec to the 9th was only 7 days, plus the fact that I had signed up for the Do It All bundle at the promotional price advertised on the Flow website, which runs until the 31st Dec 2020...So you can imagine my shock when the May Pen agent told me my bill was $15,000.00+ I explained to her about the promotional bundle on your website, which fell on deaf ears. Anyway to avoid disconnection, I made a payment of $7,500.00, now on the 15th December my FIRST bill was sent to me via email, you can imagine my shock at seeing the sun of $15,685.06 for my first bill.... After numerous attempts to contact Flow via telephone, I finally got thru to 4 different agents on 21st December 2020..The 4th agent informed me that my bill was that amount to take into account the previous months service charges.... Flow have on account that I had the Do It All bundle installed on the 24th November!!! They were due to arrive on the 27th to install but didn't turn up until the 3rd December and that is only because I was persistent with telephone calls, and showing up in person at the May Pen outlet.. I also informed the customer agent that we are Still in December therefore the Do it all promotion bundle still applies and my account needs to be adjusted to reflect this. The agent out me on hold, then came back after 15 minutes to inform me that she needed to go thru the account to rectify the error and would call me back once she had completed it. I asked her twice if she would be calling me back today (Monday) twice she told me YES... It is now Tuesday 22nd December 2020 and still no response from Flow. I cannot begin to tell you how frustrating it is dealing with this company. It is pointless employing people who lack the skills or knowledge to deal with your customers' queries... The least Flow could do is to ensure staff are properly trained and attend refresher training Regularly plus customer care training on HOW TO TALK TO People.... They are not on the road with their compadre's..... I would like to add that when dealing with customer service agents on the telephone I have found them to be very courteous and mannersable, even if they are not able to help me. Aside from one agent who out the phone down on me and I know I wasn't rude as this is not how I conduct myself.

I don’t understand flow paid my bill had 0000 balance then cut of them given
Bill 6 days afteri paid bill. Was due 26. Paid it 30th in full. Then service line disconnected. Then told my data up. Bear in mind I’m on WiFi data off. Jus paid bill. Then given bill of almost 11.000. Bill date 15. Due 25. But given bill on 6 th. last bill date 25th customer service is inadequate not sufficient not providing me a service. Told my bill in advance. I got evidence I don’t owe them tex said 0000 then 3 hours late given the new bill.

Flow May Pen informed me that my Do It Now bundle would be installed on Friday 27th November 2020. This was not the case, after countless telephone calls, arrangements were made for an engineer to install the bundle package 3rd December 2020. This was to include: 1 additional box and a wi-fi extender. Then engineer that came said there are no WiFi extenders in stock and that I must contact May Pen office to arrange for the WiFi extender to be installed when in stock.... Why should it be down to me to contact the flow may pen office? They should have it on record that the account requires a WiFi extender to be installed as soon as restock is available....
2nd complaint.
Service number 876 986 9041 should have been ported over to the new bundle set up 3rd December it is now the 11th and still this has not happened, I was told this would take 3 days....
May Pen Flow gives a whatsApp number to contact them on WHY? NO ONE EVER ANSWERS THE Phone... The only option is to attend the office... Flow need to look into there customer service procedures because it is clearly not working. STAFF need training...

Disconnected my service without no notice and for no reason. Customer services say it's connected and will send an email today this has not happened.

I am not getting the speed at which I am paying for which is 25 mbps download, instead I am getting 4 mbps. There has been no update for 3 weeks of reporting my issue Ticket: 5734719
I keep requesting an update just to be told by a customer service representative that no technician has been assigned to my issue, as a result I am a VERY dissatisfied customer.

I live in the U.K. and my parents live in Jamaica. My father used his mobile to call me to say the fixed line is not working so I called Flow on 11 September to report it. An engineer arrived two days later to say the problem was the telephone line outside the property was broken and Flow must send someone to fix it. He left without providing any additional support to my elderly parents. Shameful. It is now 20th November and despite numerous calls and messages to Flow the service is still down. Never in my professional working life have I encountered such abysmal level of customer service. I have the email address of your MD and I will contact him directly because it is apparent that your company is failing it’s customers

Hi, I applied for the service at the Spanish Town outlet in July 2020.They said weeks after that there is an upgrade going on in my area (Ewarton). I waited until the end of August and they told me that the upgrade is now completed but they cancelled my application so I'd now have to reapply. Why did they cancel it in the first place?? Anyway, I reapplied sometime in October at the Sovereign outlet. The technicians came and said that the wrong box is assigned to my house so they'll have to get that fixed. They came back on the 12th of November 2020, and only put in the modem and said they will be back to turn on the service on the post. Until now no one has contacted me or any technician showed up. I'm 8 months pregnant and a teacher and it's highly frustrating. It's hard to buy data to teach my online classes. Flow is the worst I've ever encountered when it comes to customer service . But I leave you guys to God.

Attention needs to be given to the wait times customers have been experiencing on their feet. It is unacceptable and unfair to us the customers of the organisation. I am expecting a solution to this as well as a better way of accommodating customers preventing them from standing so long in lines.

I have been in contact with Flow by e-mail and chat since March 2020 concerning non service of my tv, broadband and landline services. Despite being told on many occasions the services will be restored, to date, there is no service at all. My account is up to date, in fact, they have given me a rebate although, e-billed statements do not show the amount rebated. I was about to the Jamaican newspapers when I found your site.

I paid online as I typically do. They claim they cannot locate my payment (This has happened before). I've made NUMEROUS attempts at a resolution, showed proof of payment, supplied ALL requested information over the past 2+ weeks. Service still disconnected, was told at first it will remain so for 30 days while they attempt to locate my payment. Was then told I would be contacted and given 'an extension to pay' while they search for my payment hence service will not be affected. I was never contacted. Service remains disconnected. Customer service rep yesterday said service will be restored within 1-2 hours since I provided credible proof of payment (this was provided during ALL INTERACTIONS) service was still not restored. Getting through to customer service is a huge pain, I am now just wanting them to remove their equipment since they have treated me so poorly and clearly have no true intentions of resolving this issue.

Good day,
I'm not sure me reaching out this way will make a difference but nevertheless I will try and hope for better service next time.
I understand that changes are needed in order to ensure the health and safety of everyone but this does not mean Flow customer service should get any worst. Why should anyone wait 6 hours to get service at any 1 business place. I got to the location to apply for new service exactly 9:11am this morning (October 14, 2020) and got number 14. I am still waiting to speak to someone and I don't even know if I am going to get the service because no one checked with me in the meantime to make sure I have all the requirements. It is now 2:38pm and still no progress. This is ridiculous. I wasted an entire day from work and no one seem to care.

This location need be access because this problem exist long before Covid-19. I can't even say the pandemic contributed to this long wait time because it was always this way, the only difference now is that, we all have to stand outside in the sun.

Regards,
Neisa Davidson