Q. What does this change entail?
A. As we continue the integration process to become one unified company, we are putting in place a number of improvements to serve you, our valued customers better. Consequently, we are introducing three (3) additional monthly billing dates for some of our customers. This means that some customers will be placed in one of three (3) new billing dates of the 5th, 9th or 13th of each month.
Q. When do these changes become effective?
A. The additional billing dates will be introduced in April 2016
Q. What changes will customers notice?
A. Some customers will see a change in the billing and payment due date for their bill. Additionally, bills for April2016 (ONLY) will reflect additional service charges. Please note that the additional amount represents the pro-rated service fees for the adjusted period of days.
Q. How will this change affect me?
A. Starting April 2016, some customers will notice that their bills have a different billing and payment due date. The billing date will be your new billing date going forward and you will continue to get 28 days within which to make payment. If your new billing date is the 5th, 9th or 13th day of the month, your bill for April 2016 (ONLY) will reflect some additional service charges. E.g. If your new bill date is the 5th of each month, your bill for April 2016 (ONLY) will reflect service charges for the period 01 Apr 16- 04 Apr 16 (4days) plus 05 Apr 16 - 04 May16 (30 days). This means your bill for April will reflect service charges for one (1) month plus four (4)days. This additional 4 days charge will ONLY happen for your April bill to reflect the charges for the days before your new bill cycle. Your invoice for May onward will reflect the new 30day invoice period of the 5th of one month to the 4th of the next.
E.g.,new service charge periods for May will be as follows
01 May 2016 - 31 May 2016 (for invoices generated on the 1st of each month)
05 May 2016 - 04 Jun 2016 (for invoices generated on the 5th of each month)
09 May 2016 - 08 Jun 2016 (for invoices generated on the 9th of each month)
13 May 2016 - 12 Jun 2016 (for invoices generated on the 13th of each month)
Q. Why am I being billed for additional days, when I have already received my March 2016 bill?
A. Your March 2016 bill would have included charges for the period March 1 - 31, 2016. If your bill date was changed from the 1st of the month to the 5th, 9th, or 13th, then your April 2016 bill will also include charges for the days in April 2016 prior to your new billing date.
Q. How will I know when my bill is due for payment?
A. The due date for payment will continue to be printed on your bill.
Q. How do I know the new bill date assigned to my account?
A. You will receive a letter from Flow advising of your new billing date.
Q. If I have multiple accounts with Flow, will all of my accounts be assigned the same bill date?
A. Not necessarily. Effective April 2016, all accounts will automatically be assigned billing dates. Hence there is no guarantee that a customer with multiple accounts will have the same billing and payment due date for all of their accounts.
Q. Why is this change necessary?
A. This change is necessary in order to ensure that our customers enjoy a better experience when they visit any of our Retail Stores by reducing the usual congestion at the end of the month.
Q. Will this change affect all my services with Flow?
A. This change will only affect Residential Services/Customers with the following types of service:
Q. Will this change also affect Flow's Business Customers?
A. No. This change will only affect Residential Customers.
Q. How will customers benefit?
A. Customers will experience less in-store congestion that will lead to speedier service in a more comfortable atmosphere. It will also allow customers with multiple services to manage their budget based on varied due dates.
Q. Can an existing customer change their bill and payment due date to a day that is in line with when they are paid?
A. Unfortunately, this is not an option. Customers whose bill date is automatically changed from the 1st of the month to either the 5th, 9th or 13th, will not have the option of changing the bill date that they are assigned.
Q. Can new customers signing up for service select a specific due date that is in line with when they are paid?
A. Unfortunately, this is not an option. Customers are automatically assigned a billing date. However, you still have up to 28 days from the billdate to make payment.
Q. Do customers still have the option to pay their bill when it is convenient to do so, as long as it is within the specified period during the month?
A. Absolutely, as long as Flow receives the payment on or before the due date printed on the bill.
Q. What happens if I do not make payment by the due date?
A. Services are liable for disconnection for late payments, which will also attract a late fee of $250. However, if Flow receives your payment on or before the due date, you will still receive a Loyalty Reward of $250 as an incentive for early payment.
Q. Will I still be able to pay my bills using other payment methods?
A. Yes, you will still be able to make payments using the following
- Online banking
- Payments using" MyAccount"
- Any payment agency island wide (see bill for locations)