Digicel: We've resolved More Credit query

THE EDITOR, Sir:

I write in response to the letter published on March 28, 2018, titled 'Digicel forcing purchases even when you've got credit', written by a customer referring to herself as 'True Expressions'. The customer was providing feedback to our More Credit offer.

We made contact with her and provided a speedy resolution some weeks ago.

To give you the background, following a report submitted

to the Consumer Affairs Commission on February 28, 2018, we immediately got in touch with the customer to inform her that the More Credit option for her account had been selected. This allowed her to receive a 25 per cent bonus on all top-ups as of September 23, 2017. As a condition of the promotion, top-ups are subject to a shorter airtime.

Having explained this to the customer, she then had a better idea about how the promotion worked. At her request, we then removed the More Credit offer from her account, allowing it to revert to the usual days of expiry on top-ups.

We would like to once again thank True Expressions for her feedback and apologise for any inconvenience caused.

It is important to also point out that while existing customers who selected the More Credit offer will still benefit from the 25 per cent bonus, we are no longer making the offer available for other customers to opt in. This was a decision taken based on listening to our customers and making changes as a result of their feedback about the promotion.

Our recent launch of the extensive range of Nuff Data More Talk offers is further evidence of our commitment to a simple and transparent process for our customers as we constantly strive to put them in control of their experience.

DEBBIE-ANN CHEDDAN

Head of Customer Care

Digicel Jamaica