Help for Seniors

[JLaidlaw]

My 88 year old mom with hearing issues is having a heck of a time trying to access promotions and get rid of TV services (keeping internet and phone). She tried talking to 4 different service representatives but she couldn't make out what they were saying. I helped her use chat, the chat agent said that they couldn't find her account and told her to go to a Roger's store with 2 pieces of ID. She did that and was given another phone number to call. She went to 2 different Roger's stores and they gave her more phone numbers and told her to try using chat. I was on hold for an hour and a half trying to talk to an agent on her behalf, was cut off in chat with over 300 people in front of me and didn't get through to anyone. Her plan currently is the same as mine except she is being charged about $55 more per month than I pay. There really should be somewhere she can go in person to get help but there isn't. So if she can't use chat, can't use phone, can't see someone in person, what are the options? I am willing to help, I do have a different phone number though and I live in a different city. 

***Edited Labels***

[RogersYasmine]

Greetings @JLaidlaw ,

We appreciate you visiting us in our community forums and posting your concerns here! It's very kind of you to inquire on your mother's behalf. I understand she's been having a tough time receiving the assistance she needs for her account with us. So sorry to hear that. 😞

When it comes to cancelling a service (wireless, TV, internet, home phone, etc.), I'm afraid that only the main Account Holder is able to make that sort of request. To do so, she would need to speak with our Loyalty team, either by telephone or through Live Chat online. 

As for making changes to her current services/packages (upgrading or downgrading), this can be completed by either the Account Holder (your mother) or an Authorized Contact (Level 1) user. She can add you on her account as an Authorized Contact (if not already done) and then you'll be able to contact us to request changes to her existing services. Unfortunately, you will not be able to request to cancel her account or a specific service. 

The only other option I can recommend is having a trusted friend or family member assist her while on her call. Once she has been fully authenticated, she can give permission for the friend or family member to take the phone and speak on her behalf. This may be the best option. 

I hope this helps! 🙂

RogersYasmine

[JLaidlaw]

The part that Roger’s doesn’t understand is that she did speak on the phone, 5 times, but is hard of hearing and one agent hung up on her. She also, with my help, tried chat and was told they couldn’t find her account and to go to a store with 2 pieces of ID. She did that and the store told her to contact chat or phone again. We literally tried all the options.

Yesterday I finally found an agent willing to call her so she could give permission for me to speak on her behalf. (She had already asked another agent to talk to me and it was noted on the account but when I spoke to the next agent they said that I would need to have power of attorney.) Finally the last agent called her, confirmed her permission while I stayed on the chat line. Then I phoned my mom and while on chat confirmed all the details.

I truly feel bad for those seniors who aren’t comfortable with chat, can’t hear well on the phone and don’t have any relatives who can help them. My mom was not being given any promotional discounts and was paying around $55 per month more than I pay for the exact same service. Many seniors don’t feel they can negotiate.

I very much appreciated the efforts of the last agent but seriously there should be an in person option for seniors and it should not have taken hours of 2 people’s time over many days. Please take note Roger’s and make your services more accessible.