Telecommunications services provider Digicel has apologized to cellular phone customers for a “miscommunication” following a reprimand from the Fair Trading Commission (FTC) over an advertisement.
Digicel customers had complained to the FTC that they had not benefitted from an offer as advertised in a text message dated April 4, 2016.
The message from Digicel said: “Congratulations to #TeamWestIndies, Triple World Champions! Digicel is giving you Triple Credit on Top Ups of $24 or more on April 4 in honour of our #Champions.”
However, customers said they did not get the triple credit, and when they contacted the mobile phone company they were informed that “they should have telephoned a specific number to receive the triple credit”.
The regulatory body said it had addressed the matter and the telecommunications company had apologized for the inconvenience caused.
“Digicel has agreed to reapply the bonus credit to all customers who availed [themselves] of the Champion offer,” the FTC stated.
A Digicel spokesperson said in a prepared statement to Barbados TODAY that the company would endeavour to clearly outline all terms and conditions for future promotions.
“Digicel thanks the Fair Trading Commission for its involvement in this matter. We apologize to our customers for any miscommunication around this promotional offer. Our aim is to ensure that our customers are always having the best experience with us,” the Digicel representative said.
“So to ensure that customers could enjoy the benefit of this Champion offer, we are happy to give them an extension on their free top-up.”
In its latest annual report covering the period April 2014 to March 2015, the FTC said it had identified a number of contract terms in a range of industries, including telecommunications, that were deemed to be in breach of the Consumer Protection Act.
In addition, 34 companies were found to be in contravention of the Act in their advertising both in the print and electronic media during the reporting period.