Digicel is today asking the National Telecommunications Regulatory Commission to launch an investigation into LIME’s call handling – which results in some consumers being unfairly charged.
In November 2013, Digicel detected unusual calling patterns to LIME numbers across 12 of LIME’s Caribbean markets and launched an investigation which discovered that consumers may be improperly charged for calls to certain LIME numbers.
Despite persistent efforts to work with LIME to rectify the situation and multiple assurances from LIME that the situation has been corrected, Digicel continues to find intermittent examples of the issue continuing in various LIME markets in the Caribbean. As such, Digicel has lost confidence in LIME’s assurances that the issue has been resolved and customer’s credit is no longer being taken in error.
As such, in order to protect the rights and purse strings of mobile customers, Digicel is now turning to the regulator and requesting that it launch an investigation into the matter and move to ensure the problem is solved and bring an end to the improper charging for calls to certain LIME numbers. Further, Digicel is requesting that the regulator ensure a mechanism is established whereby LIME is required to compensate consumers that have been affected by LIME’s issue.
Commenting on the decision to ask the regulator to intervene, Digicel St Lucia Ltd, CEO, Holly Hughes-McNamara, said; “As a customer champion, we are duty bound to ensure that the rights of consumers are protected. We have tried over the course of many months to work with LIME to rectify this issue, but our requests have largely fallen on deaf ears. As such, we have no other choice but to ask the regulator to intervene as quickly as possible so that we can ensure that customers’ credit is safe.”