Roaming refund adds instructions

Tell Claudienne

With Claudienne Edwards

Sunday, August 05, 2012

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Dear Claudienne

I have been reading your column over a period of time and wish to congratulate you on the many successful interventions you have concluded. It is certainly good to know that there is someone out there to challenge injustice.

It is now my turn to seek your help in a matter pertaining to the telephone company Digicel.

I have an E63 Nokia telephone that was purchased from them in 2010. It is supposed to be a top-of-the-line phone that is capable of roaming overseas. I travelled to New York in 2010 but could not use the phone because there was "no service".

On my return to Jamaica I told a customer service representative of the company that I got no service while I was overseas but took no further action.

On June 15, 2012, I went to the Digicel store in Sovereign Centre and advised them that I would be travelling to Florida between June 18-25 and wanted to know if there would be any problem with roaming. I was advised to "top up and go; there should be no problem". I added $1,500 to the existing amount on my phone and went off to Florida, USA. To my surprise, when I turned on my phone in Miami, the message seen was "no network coverage".

The situation left me frustrated as I had no mobile phone to call family members, friends and business associates.

On my return to Jamaica, a letter dated June 26 outlining my plight was hand-delivered to the corporate office of Digicel and copied to their Sovereign Centre outlet. It's been over three weeks since I wrote them and I have had no response.

Your intervention on my behalf would be appreciated.


Dear JW

Tell Claudienne contacted Digicel and note that you will be refunded the top-up amount of $1,500 that you added to the phone before going to Florida. The company has also agreed to e-mail you roaming instructions relevant to this particular type of cellphone which had not been outlined to you previously.

Last name needed for brith certificates

Dear Claudienne

Since June 2010 I have attempted to get a hearing from the Registrar General's office (RGD) in regard to a US$165 refund due to my sister and her husband. They reside overseas and applied for birth certificates, but up to now have not got them.


Dear MA

According to the RGD their records show that a total of US$110 was paid (US$55 for each transaction). The RGD said that both your sister and brother-in-law need to do a late entry of name as there are no last names on their records. The RGD said that you were informed that the late entry of name had to be done as birth certificates are not produced without surnames.

The RGD said that under those circumstances you were not entitled to a refund as the applications were processed "and the job was done".

Good luck.

Have a problem with a store, utility, a company? Telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: Please include a contact phone number.




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