Seniors Often Need An Ombudsman

Seniors often may feel the need for someone who can help them in standing up for their rights when dealing with large corporations. Finding who can address your concerns in a satisfactory way becomes increasingly difficult when everyone is trying to push you to their website or insists you navigate their electronic telephone system. Thankfully some corporations take their responsibilities towards their customers seriously and are providing that much needed support.

A recent case with the Royal Bank illustrates what can happen. Seniors are living longer and becoming more educated, and this is forcing bankers to sometimes think outside of the box.

For example, a man in his late 80s went into a branch and asked to take out a five-year mortgage. He was in good physical and mental health, but the bank refused to commit him to a five-year loan that had a penalty for early termination. In this case, getting the senior his rights needed the help of the RBC Ombudsman.

Yes there is such a person: Wendy Knight is the RBC ombudsman. She was able to facilitate a resolution that kept everyone happy.

Banks are a group that is often criticized for poor customer service and the cell phone companies are on the low end of the scale too. Perhaps it is not surprising then that there is a Rogers Ombudsman, who is already making a difference. The company has now appointed its first ombudsman, Donald E. Moffatt. While he is supposed to act as a court of last resort, Moffatt will intervene quickly if he sees an injustice.

As ombudsman, Moffatt says he is independent from Rogers. He has no access to company records and has to ask for authorization from customers to check their files.

To get in touch, you have to go through three earlier steps, then send an email to ombudsman@rci.rogers.com or send a fax to 416-935-3604.

One might hope that the training that customer representatives receive would eliminate the need for an ombudsman. That is clearly not the case yet. Until it is, providing an ombudsman means that you can hopefully get a hearing even if it takes some effort to achieve that.