I refer to Helen Borg Bonnici’s letter of January 30.
Contrary to what was stated, ARMS Ltd’s records show that the customer’s e-mail (which we received close to our end of day) was actually answered in less than 24 hours from the time of receipt. Somehow, the customer never received/read this e-mail.
Upon publication of her letter by Times of Malta, a customer care official phoned the customer and provided her with the exact day and time when her enquiry was answered.
Meanwhile, the customer was once again offered a number of options on how to submit the meter readings to ARMS Ltd for the company to verify the data that appears on the bill.