Since November 2022, I have been dealing with FLOW on a regular, monthly basis trying to resolve disputed charges posted to my account. It seems that there are some shady dealings going on. I have been charged for roaming data/voice whenever I utilised my mobile phone whilst in another country even though zero bytes were used. Now, this is quite perplexing!
I always keep my cellular device’s settings connected to the Wi-Fi whenever I travel away from Anguilla. Internet connections are used for making/receiving all calls, messages, texts, and accessing emails, social media apps, and websites. That way, I am ensured of not accumulating higher billable charges. Nonetheless, FLOW has applied excessively exorbitant charges for roaming data and roaming voice over the past nine months.
In addition, for the past five years until June 2023, FLOW credited my post-paid account for EC$69.00 charged each month for a NetSpeak Plan, which provides unlimited calling to and from Canada and the USA utilising a Voice Over IP (VOIP) connection through the Internet. Suddenly, during my enquiries regarding the roaming charges, the company started charging me again for this plan without crediting it. All calls are made/received using a Broadband via Internet connection for which FLOW charges EC$149.00 monthly. Thus, the company is making a substantial profit charging an unnecessary fee for NetSpeak.
Although I have asked questions, I am unable to obtain any truthful answers from the company’s personnel. If I am experiencing such issues, it is certain that other customers are also having similar problems. I suspect there are some unscrupulous business practices used to overcharge for telecommunication services.
These shady business dealings are brought to the Public’s attention as well as the Government of Anguilla (GOA) officials, who spoke earlier this year of developing a consumer protection policy. We do not have any sort of recourse, other than taking legal action to rectify any disputes, unlike in larger developed countries such as in the USA where one can contact the Better Business Bureau and State’s Attorney General.
The majority of people are probably aware of unethical operations occurring in various companies and corporations across the globe. In this day and age following the height of COVID, we find numerous challenges dealing with establishments in both the private and public sectors. The excellent customer care received from numerous commercial entities prior to 2020 has diminished substantially. Handling business matters is becoming tediously time consuming.
On occasion, an unintentional mistake occurs because of human error – such as oversight, miscalculation, change in price indicated on the shelf, new cost not input into the computerised cash register system, transposed numbers, or products mislabelled with incorrect barcodes. In some instances, a seller’s greed or dishonesty propels charging a much higher price than is necessary to yield a reasonable profit.
There are accounting or billing inaccuracies, double-dealing, embezzlement, fraud, and misappropriations. In the USA, reputable medical institutions have submitted falsified insurance claims for medicines and/or procedures that were not provided. A reliable American news source reported a hospital had billed Medicare and insurance companies for healthcare services not given to patients.
We must regularly scrutinise our financial accounts, review bank statements and invoices, and examine receipts for goods and services because uncorroborated transactions are posted that need to be queried. It takes diligence and persistence to correct erroneous billings.
Everyone needs to pay closer attention to the products that are purchased and the ethical standards of the profit-making enterprises, which are supported with buyer’s purchasing dollars. Oftentimes when shopping in Anguilla’s stores, we find one price marked on the shelves and a higher figure printed on the receipts. With the added expense of 13 percent (%) goods and services tax on top of 7 to 18% service charge and tips, dining out costs at least 20 to 31% above the food and beverage prices on menus. Last week, the petrol price at Island Gases on the Long Path went up from US$5.78 to US$5.97 per imperial gallon. Since GOA extended the GST exemption on diesel/gasoline/LPG, why has it increased?
As consumers, we need the Government’s protection from merchants who overcharge, create false charges on accounts, and overprice. We also require businesses to be honest and transparent in pricing. Our costs of living have increased. Yet, we must get away from this greediness, advocate for lower prices, and implement price controls, so all a’ we simply thrive.
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Ms Kay M Ferguson is a contributing columnist who writes on diverse topics impacting the Anguilla community. She encourages everyone to evolve and positively transform our world. Link with Kay at anguillawriter@gmail.com.
