Service connection

The family of a client of the Office of the Public Guardian and Trustee (OPGT) told us they were alarmed to hear from their relative’s cellphone provider that their bills – which the OPGT is supposed to pay on the client’s behalf – had not been paid in several months.

The family of a client of the Office of the Public Guardian and Trustee (OPGT) told us they were alarmed to hear from their relative’s cellphone provider that their bills – which the OPGT is supposed to pay on the client’s behalf – had not been paid in several months. The family paid the arrears to prevent a service disconnection, but told us OPGT staff never responded to them when they asked them to look into what happened.

Result: We made inquiries and discovered the cellphone provider had switched the account to online billing without notifying the OPGT. The OPGT arranged to pay the bills and advised the family they would be reimbursed.