M. Sam & Digicel



  1. Complaint

On September 9, 2021, Mr. Marsden Sam of Green Hill submitted a complaint form 1 against Digicel indicating that he paid $100.00 on August 1, 2021 for a data plan and was told that when the prepaid plan was expired it would automatically renew on September 3, 2021. However, on September 1, 2021, Mr. Sam topped up and was told that the plan expired on August 31, 2021, which he found to be unfair. Mr. Sam also stated that he had 10.2 GB of data that he did not know of before the young lady who collected the cash started the plan. Mr. Sam stated he visited Digicel’s office several times to inquire about the lost data and was assured by Digicel’s customer service representatives that he would be refunded the data. On October 19, 2021, the NTRC contacted Mr. Sam and he indicated that he was not able to see the extra 15Gb that he was assured he would receive from Digicel as compensation for his lost data.


2. Decision of the Tribunal

Based on the cases put forward by both Mr. Sam and Digicel, both parties have agreed that the issue is deemed to be resolved on the condition that Mr. Sam receives 10 GB of data by April 13, 2022, and at the expiration of his 30-day plan for the month of April 2022 he will receive a free 30 day plan from Digicel. Mr. Sam has indicated that he is satisfied with Digicel’s efforts to resolve his complaint. Noting the above, the Commission has made the decision to conclude the tribunal.