Business

with Claudienne Edwards

Tell Claudienne

Sunday, November 12, 2017

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Dear Claudienne,

I live in Canada but recently returned home to finalise a business deal.

I bought a Digicel SIM card and $500 for my phone on Thursday October 26. When I tried to use the phone I realised that Digicel had locked it.

I later learned that they had locked the phone when I did not reply to a message they sent instructing me to enter the last four digits of the cell phone number to activate the SIM card. However, I did not get the message.

I called 100 — the Digicel customer service number — several times to report that the phone was locked, and spoke to five different agents. One agent told me what to do in order to make calls from it and promised to call me back in an hour, but did not.

The agent also told me that I would be able to make calls within 24 hours, but that did not happen.

However, in conversation with one of the agents, I learned that when a new SIM card is purchased, an automatic Quick Pick message should tell you that you have two days to play Quick Pick or cancel it. This agent explained how I could cancel it, but the option that I should use to cancel it was not functioning — only the option to renew the Quick Pick.

When I told him that there was no “cancel option”, he said he would send a message to his supervisor for the Quick Pick to be cancelled.

Thinking that the service was back, on Monday October 30 I put an additional $200 worth of credit on the phone, but by 1:55 pm that same day there was no credit left on the phone.

After the agent asked the supervisor to cancel the Quick Pick at 5.15 pm on Monday October 30, it was cancelled.

In the meantime, most of the $700 worth of credit I had put on the phone was gobbled up by this Quick Pick gimmick.

This is ridiculous. I saw the Quick Pick messages but ignored them, as they were of no interest to me. I do not believe that the Quick Pick should be thrust upon the public the moment you buy a SIM card from Digicel.

The company told me I could cancel it, but the option to do the cancellation was not working.

I would appreciate your help, as I think I should be refunded the $700 credit for the Quick Pick that I did not play.

LW

Dear LW,

Having passed on your complaint to Digicel, we note that they have contacted you and apologised. We also note that you have been given a rebate of $700.

Tell Claudienne received an e-mail from Digicel's Regional Communications manager which read:

“We got in touch with LW to let her know the rebate has been applied to her account. She is pleased with the outcome.”

We wish you all the best.

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