Low Complaint Numbers Disputed as Liberty VI Addresses Service Issues

Liberty VI reports resolving 52 out of 66 complaints since January, but PSC Executive Director Sandra Setorie highlights ongoing customer service issues and new complaints about T-Mobile connectivity

Liberty VI reported receiving only 66 complaints since January, with 52 resolved and 14 still pending, claims manager Christian Trinidad said during a Public Services Commission (PSC) meeting on Wednesday. Despite this, PSC Executive Director Sandra Setorie indicated there has been no decrease in customer service issues since the company’s acquisition and transition to its own network infrastructure.

"Staff has not seen a decrease in the customer service issues or complaints since the migration," Setorie told commissioners, addressing Liberty USVI’s ongoing service challenges. A new issue has also surfaced, with T-Mobile customers unable to access Liberty customers via calls or texts, she added.

PSC staff continue to document these issues and are researching effective tools for seeking relief, following the legislature’s directive. General Counsel Boyd Sprehn explained that the staff is preparing to file actions with the Federal Communications Commission to address connectivity issues, number portability, and access to competitive services and markets.

During the meeting, PSC Commissioner Laura Nichols-Samms highlighted persistent poor signal issues on St. John, leading to dropped calls. She suggested that the low number of complaints might be due to Virgin Islanders being preoccupied with more pressing challenges, like power outages from WAPA. Nichols-Samms emphasized there had been no change in service on St. John and inquired about Liberty’s progress in opening an office on the island.