Bell is switching to paperless billing. But this St. John's senior doesn't use the internet
Bernice Morgan, an 89-year-old St. John's resident, received this notice with her March phone and TV bill. (Darrell Roberts/CBC)
A St. John's senior says paying for her phone and TV is about to become virtually impossible because Bell Aliant is moving to virtual billing — and she doesn't have internet.
Bernice Morgan, 89, currently subscribes to telephone — a landline — and television through Bell Aliant, a company she's been with for decades.
Last month, her monthly bill included a slip of paper with a notice declaring the company's plan to switch to paperless billing as of April.
"To say I was astonished is an understatement," Morgan, also a well-known author, said in a March interview with CBC Radio's The St. John's Morning Show.
The notice, which CBC News has viewed, informs customers that as of April, the company will send bills via email. The notice instructs customers to create an account on the Bell Aliant website.
Morgan, who pays her bill with a mailed cheque, attempted to contact Bell to ask if the company could make an exception and continue sending her a paper bill.
She said a Bell customer service representative, reached via phone, was unable to help. Next, she went to a physical Bell location in St. John's, but didn't get any help there either.
Morgan said other than reading, her phone and TV are her links to the outside world. She doesn't have — and doesn't want — internet. One of her main concerns is how internet companies deal with personal data.
LISTEN | This St. John's senior says no to paperless billing:
"I hate the thought of subscribing to this vast network of information that is being sold and resold," she said.
Morgan was adamant that she will not sign up for an email account or internet — even if Bell cut off her phone and TV services.
Bell plans to 'make things right'
In a statement, Bell spokesperson Katie Hatfield said the company encourages customers to use paperless billing to reduce waste, but it does offer a paper billing option for customers who are 65 years of age or older, have a disability or do not have internet or data services.
"We are sorry to hear Ms. Morgan has had a difficult time with her request and will have a customer service agent connect with her to make things right," Hatfield said.
When presented with the statement, Morgan said Bell had not previously given her that option.
In a followup call on Thursday, Morgan said a Bell representative contacted her to apologize and offer to continue sending paper bills via mail.
But Bell's switch to paperless billing is part of a larger trend of automation and digitization that Morgan said excludes seniors like her, pointing to self-checkouts as another example.
"I think it's bad for humanity," she said.
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