A legally blind Richmond Hill woman who was left without phone service for nine days in October has received an apology from Rogers Communications.
“Really, Do They Throw You to the Wolves?” Joan Connolly, who claims to have been a Rogers customer for about 45 years, made the statement.
The 81-year-old was prevented from using 911 for more than a week because her phone line was switched to another carrier against her will. During that time, she was unable to make or receive any calls.
Connolly received a phone call from a Rogers customer service representative on October 21 asking her to confirm the process known as porting, which entails moving her phone service to a different carrier.
BUT in the presence of her daughter, Barbara Ammendolia, Connolly had not made any such request and had informed the Rogers representative as much.
“I Said no, I Don’t,” Connolly Explained in A Television Interview in The Backyard of Her Home.
Connolly and Ammendolia learned the Rogers home phone had no dial tone a few days later. According to Ammendolia, Rogers received few responses to the initial calls. She Eventually Learned Substantial Information.
Ammendolia explained, “My Mother’s Phone Has Been Given to Télus.”
At One Point, She Said A Rogers Representative Said That Her Mother Wouled Have To Contact The Other Carrier To Get The Phone Line Returned to Rogers.
Ammendolia visited a Rogers location and used social media to raise awareness of her mother’s situation.
Connolly uses Rogers for his home phone, internet, and television services. She owed $228 on her most recent bill.
Ammendolia stated, “There hasn’t even been an explanation of why or how it happened, and took so long to get back.
Rogers accepted responsibility for the loss of Connolly’s service after being contacted by Global News.
“We Apologize So Much to Mrs.
Connolly and Her Family for What Occurred,” said Rogers spokesperson Sarah Schmidt.
In a written statement, Schmidt added, “We have been working with the family while bringing back the telephone number to re-connect Mrs. Connolly’s service because we know how important it is for our customers to stay connected.
She Explained That the Company’s Fraud Department Believes Subained Obtained Connolly’s Information for the Purposes of Moving the Number to Koodo, A Mobile Brand Owned by Telus.
The company acknowledges that the Rogers representative who contacted Connolly did not follow the correct procedures to cancel the port, which caused the line to be moved against Connolly’s wishes.
When it was their error, Connolly said, “I Can’t Understand How They Can Take Your Phone Down One Day And Take Nine To Get It Back.”
It failed to act quickly enough, according to Rogers, and Connolly’s case needed to be given priority, he told Global News.
She Asked Rogers for a Billing Credit to Compensate for The Company’s Mistake.
She initially requested a year of phone service along with a donation to the Canadian National Institute for the Blind from Rogers.
A ROGERS REPRESENTATIVE, ACCORDING TO HER DAUGHTER, OFFERED ONE YEAR OF CREDIT MONITORING, THREE MONTHS OF FREE SERVICE, AND A NON-CHRISTISABLE DONATION.
Connolly you have not acted the offer..
Rogers Provides Free Phone Service to a Blind Woman for Nine Days
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