Last update: 07-Dec-2013 3:12 am
Saturday, December 07, 2013
Trinidad & Tobago Guardian Online
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Fees paid but no action from T&TEC
Each week, the Guardian Angel column highlights complaints sent in by you, the consumer, and provides ready solutions or directs you to the appropriate resource.
Problem: Colin Robinson from Diamond Vale said, “I paid for my electricity supply to be repositioned. Nothing happened. “After several attempts I reached them (T&TEC’s St James office) and they said the job had been sent out for contract and not picked up and had to be re-sent. I’d be called. “I wasn’t, but discovered someone had come by the property unannounced and connected the new pole but left the old supply live.”
Since then, Mr Robinson said he has been trying to get onto T&TEC’s St James and Park Street branches, with no success. Mr Robinson said when he does get on to someone, he either gets transferred, disconnected or he is promised his calls will be returned. “Everyone seems to think their job has nothing to do with anyone else’s and no one seems to be focused on solving problems, simply telling me what went wrong and sending me on to someone other than them.
“Does anyone take responsibility for the company they work for?”
Solution: The Guardian Angel tried to contact T&TEC St James but the phone kept ringing. In the meantime, Mr Robinson’s complaint was forwarded to the Regulated Industries Commission. However, when Mr Robinson was contacted by the RIC, he said he finally got on to someone who could help him—a Ms Poon-Lewis from the St James office.
Mr Robinson said, “Ms Poon-Lewis listened, apologised ‘on behalf of the commission,’ empathised with my long story of being run around, case managed the issue, gave me her extension, despatched an emergency crew, called me back to update me and then to let me know the technician was at my home so I could scoot over there from work.”
Problem: Anette Khan from Vistabella said, “It is one year ago since my sister Anita Williams was murdered on September 16, 2012.” (Ms Williams’ remains were found bound and gagged after her home was set on fire in Turney Street, Mon Repos, San Fernando.)
“I have submitted the death claim to Tatil and to date the claim has not been settled.” However, Ms Khan said another claim was submitted to Sagicor at the same time in September 2012 and it was settled in June 2013.
Ms Khan said, “I have written a letter to Tatil dated February 28, 2013, and to date I have no response.” She said Ms Candace Samuel in the claims department keeps saying “they’ll (Tatil) get back to me and they never do.” “Is this how they advertise ‘At Tatil people are people’?”
Solution: When Ms Samuel was contacted by the Guardian Angel, she explained that the file is with the executive management and, therefore, out of her hands. Ms Samuel said, “The executive management needs more information to pay the claim. They need to investigate the circumstances of death.” She said her manager Erica Ortiz plans to contact Sagicor to see what information they received before further decisions can be made.
Despite numerous phone calls and e-mails to Ms Claudine Allert, manager, client services department, the Guardian Angel has been unable to speak to her to find out the progress, if any, of Ms Khan’s case.
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