Telephone company lacking customer service

| 25/10/2017

I have an issue with a local telephone company whereby I made about 30 requests to transfer an account from myself to another customer. After four months they finally agreed to resolve the issue, but for the next nine months they continued the billing. Now they are billing me for $1,000+ for charges incurred while they provided no service. Is it not fraud to charge a customer for services when the services were not provided? Where do I go to complain about this?

Auntie’s answer: This is a very timely question, following on from yesterday’s column (see Does Cayman offer protection for consumers?) looking at legal protection – or more to the point, the lack thereof — for consumers. But in this instance, I can offer a much more satisfying answer.

I asked Alee Fa’amoe, the Deputy CEO and Executive Director ICT at the Utility Regulation and Competition Office (known as OfReg), for help with your issue. He proved a very sympathetic ear, saying, “The situation described is quite disturbing,” and offering a way forward.

The next step for you is to email details of your unfortunate situation to OfReg’s complaints division. “We have a team to investigate and resolve complaints on behalf of consumers,” Mr Fa’amoe explained. More importantly after the months and months this has dragged on for you, he added, “100% of complaints are resolved and usually within a few weeks.”

It doesn’t seem that you could ask for or expect a better scenario than that. I hope it all works out for you with a solution you find satisfactory.

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Category: Ask Auntie, Telecoms Questions

Comments (5)

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  1. stephen says:

    Are we going to see The World Cup in Cayman or not?

  2. Anonymous says:

    Flow is a joke when it comes to customer service. I had to curse and swear over the phone at one point then they actually listened and sent someone out the same day to check my internet.

  3. Anonymous says:

    Customer service at most utilities companies is poor. It is hit and miss with Gov. It’s kinda sad tbh…

  4. Lardhavemercy says:

    There is No consumer protection, flow has three places to pay bills but only one where you can query and the unique thing about that one place is that it is on the West Bay road and upstairs. As if to say we take your money however we want and we’re without questions.

    • Anonymous says:

      BTW that location has now moved to the building on Eastern Avenue. I think you have to be in there before 2pm as well in order to get service.