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Rogers Communications

Rogers Communications review: fraud/misleading csr 62

J
Author of the review
7:50 am EDT
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This review was chosen algorithmically as the most valued customer feedback.

It seems every single month, I'm checking my Rogers Wireless bills and finding things I'm being overcharged, or double charged for. I had just accepted that as a pain of doing business with them, until recently, when things got out of control.

I noticed through my online account about 3 weeks ago that I was no longer eligible for a hardware upgrade, despite having been eligible the week before. I figured it was just a mistake and emailed customer service. They replied a few days later stating that a hardware upgrade was done a few days prior, a phone mailed out and received, and my contract renewed. Knowing that I most definitely did not authorize this, I replied asking what phone and whom placed the order. They replied letting me know my fiance had ordered the phone on a date we were together all day. Of course, she neither had placed the order.

I tried phoning in and got nowhere, so again back to email. I asked for further information on the phone order, and was given a UPS tracking number, which when I investigated, showed the phone was shipped to Don Mills (not anywhere close to where we live) and delivered to someone named Brian (not either of us). How that didn't raise a red flag, I'll never know, but so be it.

I then called the fraud department to sort this out. I was told by a very nice rep that they would open an investigation on our issue, and get back to me within 3 days. well, 5 days later I was contacted and informed they determined that it was a fraud case, and our account had been fixed. However, they refused to tell me who or how the fraudulent order was placed. To protect this from happening again, they had me create a password for my account.

Feeling our privacy/personal information was now at risk, I asked to cancel our account. I was transferred to a CSR who told me despite my privacy concerns, we would have to pay and ECF of $200 per line to close the account. Not thrilled about this, but fed up with the constant monthly issues and now this, I agreed. He transferred me to the cancellation department.

The third rep I spoke to there was extremely condescending from the get go, and told me that to cancel would be $400 per line. I told her I was JUST told it was $200, but she said I was misinformed. As well, she would acknowledge that our privacy had been violated, and she would want to cancel too. She then told me it could be a malicious Rogers rep who committed the fraud (and boy did that make me feel great about doing business with them).

Not wanting to pay $400 to cancel, I ended the conversation there (after about an hour). My finance was upset when she heard this and decided to call herself. Again, they would not tell her anything about how we were fruaded, and gave her the same story about canceling our account. She was also told it was likely an inside job by a disgruntled Rogers rep however (one of the CSR's she spoke to shared this theory because she had heard of it happening multiple times). I'd like to also point out she was not asked for our password once - great protection.

We then took our issue to the privacy department for some assistance. After multiple emails back and forth and their refusal to call us to discuss the situation, we have hit a dead end. We feel extremely violated that our personal information was at risk, and our account was the victim of fraud. As long time Rogers customers, we feel we are certainly being treated unfairly, and would rather not give Rogers another dime of our hard earned money.

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62 comments
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Brunell1970
Calgary, CA
Mar 02, 2011 6:09 am EST

Wife and I went to Mexico and she lost her cell phone while we were there. She rarely uses her phone and didn't realize it was lost until 4-5 days after we got back home. Turns out whoever found/stole her phone racked up over $500 in charges. Rogers agreed to cut the charges in half. Anybody have experience with this kind of thing? I was surprised that we have to pay anything. How can we dispute this?

Valerie
Valerie
, US
Aug 05, 2008 1:54 pm EDT

I purchased a Rogers Wireless phone at Christmas and signed up for what I considered an appropriate package. The package was suppose to include 2500 sent text message each month. The package the representative signed me up for though, does not include this, I don't believe this was a mistake on their part. On my latest bill there is charges for $132 for text messages which are suppose to be included in the package I signed up for. IN taking to Rogers, they will not refund the charges saying I need to contact the store where I purchased the phone. The store says I need to deal with Rogers. Every month I have to call Rogers and deal with extra charges on the bill that are not part of the package that I did not sign up for and did not use. I find this company very difficult to deal with and I would not recommend anyone purchase any product from Rogers. I will be canceling my phone with them as soon as possible. In my opinion, they are nothing more than corporate thieves. DON'T BUY FROM ROGERS!

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KatherineE18
Airdrie, CA
Dec 02, 2010 9:55 pm EST

Occasionally i look up my bill throughout the month to see if i'm going over my daily minutes to make sure i go over, one night i'm checking and 13 days after i had just paid my bill of 52$ it says that my current bill balance is $524.45. First off how does one rack up that high of a bill in 13 days without using data, going over minutes, downloading anything or even going out of the city? Secondly i click view bill and it keeps saying "We're currently experience difficulties please try again later". I brush it off and check back a couple days later and it still says the exact same thing?
Has this happened to anyone else?
How do i go about fixing this?

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Izalidia
Montreal, CA
Oct 23, 2012 9:40 am EDT
Verified customer This comment was posted by a verified customer. Learn more

A few months ago, I received a call from rogers for an upgrade as my contract was up for renewal. During the call i have agreed to try out the new phone they were sending me only if i were able to cancel at any time with no penalty charges. I was clear in telling them that this is a trial period only. Both the original person I have spoken to and the other agent I was transferred to promised me that i can cancel at any time without any penalties. I made sure they repeated themselves a few times confirming this information. A few months later i called as i wanted to upgrade my phone. It was not working well and i was told that i would have to pay over 400$ for an upgrade. I then asked to have my contract cancelled, i was informed that again i would have to pay over 400$ for an early cancellation fee. Long story short, the manager i was transferred to listened to my call and agreed i was misinformed. She left me a voicemail with this information and asked to call back. When I did, the agent told me I can have a free upgrade. The free upgrade they are offering is not what i want, and they don't want to cancel my account. If I knew, that there would be a fee for early cancellation i would have not agreed to renew my contact in the beginning! I have a friend, who just received a bundle that consists of the following:60$ plus tax a year which includes a free phone, 100 international texts, 6gigs, free on weekends and after 6pm, unlimited text messaging, 300 anytime minutes, rogers TV. The agents I spoke to told me that this is not available for me. am very frustrated, and I'm not willing to pay more then that as not only has this happened to me, but they did the same thing to my mom, and she ended up paying the 400$ cancellation fee as they could not, conveniently find the call confirming she would not have to pay anything. I feel like i am dealing with a company that does not care about their longtime customers, and I feel tricked/cheated into signing a new contract. I want out and I don’t want to pay for that!

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torontogirl
Toronto, CA
Jun 04, 2012 6:43 pm EDT

I went to Rogers last week to upgrade my phone. I was not due for an upgrade, but was just inquiring as to how much it would cost. To my surprise (and the representative's), there was a $0 upgrade fee. I went back to the store within 2 business days of that visit to upgrade my phone. It now said that there was a $351 upgrade fee (which is the correct amount). Turns out, there was a system glitch the previous week, and had I decided to purchase my phone then, I would have gotten it for $351 cheaper. I called Rogers customer relations to ask what could be done as this system error was on their part, and that it was unfair to me that this upgrade fee appeared out of nowhere over the course of 2 days. Although several representatives agreed with me that I should pay the price that was originally quoted to me, no one followed through on their words. Instead, I am being penalized for a glitch on their side. When I called different customer relations representatives, they all sympathized and admitted that the error was theirs, but no one followed through by offering me the phone at the original price, or by offering a discount.

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George
, US
Aug 29, 2016 2:10 am EDT

In 2008 December, my wife signed up with Rogers for the home phone, blackberry, internet & cable. We had also purchased a PVR and paid in full at the store. She was having statement from Rogers and stated she had to pay for the PVR (which was already paid for in the first place.) After so many phone calls to Rogers and explained the situation, they still send harassment letter to her stating if she does not paid her bill, the collection agency will be involved. The interesting part is what happened to all the conversation that she tried to explain this is a Rogers mistake, why should the consumer suffer due to bad accounting, bad Rogers internal communication and bad customer service? The problem in Canada is the fact that a few big communication companies have all the monopoly, so there is not much options to walk, not to mentioned that the corporation has way too much power. CRTC should seriously consider allow more players in the communication category and may be we will have better run companies to deal with then. Bad Rogers Bad Rogers.

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Terry Gatzke
,
Aug 29, 2016 2:10 am EDT

The representitive from a Rogers depot made us believe that we had a family plan that our kids would'nt be able to make any calls other than to us their mom and dad. We ended up with a sixteen hundred dollar bill, thats fraud, false advertizing, missleading a coustomer and also down right ignorant. We requested an end to the contract but they wanted four hundred bucks per phone x 4 phones, what a family plan. Now I find out they do this to lots of families so that boils down to grand thieft so beware of Rogers wireless they will rob your family through your kids

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lansur
Langley, CA
Aug 29, 2016 2:10 am EDT

Rogers SMS fleecing
For 3rd time in 2 months I have requested stops to my sms charges from Mobile Messaging guessology. I called both Rogers and M.M. today 22 July and STOPPED again. I got 3rd TM today - 54354 - after stopping again today. Their (MM) escalated no is [protected]. Yet even though I have replied "STOP" and have called Mobile Messaging up and have received promise that they will stop, I am still getting charged. So far in the last 2 months I have received 3 charges of $10 each and another $1.25 for the only message received. A total of $31.25 for charges I did not authorize nor did I play any of the internet games (such as 'test your IQ"). It's high time some governmental watchdog sat up and took notice instead of passing the buck. Once again, this is not only immoral, it is the legalized robbery WHICH HAS TO STOP!

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diedlives
markham, CA
Aug 11, 2016 5:57 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I had rogers cellphone for 3 years. Few months ago, my mom got cable for home on her name, so she thought.

When the cable bill came, it came attached to my wireless bill. I was annoyed so I called them. They said they can't do anything for the current bill but they can make sure
we get separate bills in the future. That is, she would get hers under her name, and me under my name. I thought that was finished.

I get the next bill. My bill comes online. When I check, it seems that my cellphone is under her name. Here's what drove me crazy. I never gave permissions for them to move
my bill under my mom's name and what's worse, now I don't have permissions to open up the account. And when I put my mom on line so I can get my account back, they wanted our social insurance numbers. What do they want with that? They should rot in hell.

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Afshan kamran
Calgary, CA
Aug 05, 2016 3:03 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I never bought an iphone 4 for my account from rogers and they charged me for it. So when I call them they say i am lieing. I want them to show me the paper work when i signed and bought it from them.

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Diane Courneyeur
Kaleden, CA
Jul 13, 2016 3:25 am EDT
Verified customer This comment was posted by a verified customer. Learn more

When i signed up for Rogers Cell plan, i requested no text messages to be received or sent from my phone. It was an older phone given to me so I couldn't text at all from it anyway. In October I started receiving really annoying texts messages in the middle of the night. They would be stupid questions. I called Rogers to request that they stop allowing texts to come to me, and they told me to just turn my phone off. They couldn't help me until my next bill came in. They said they would put a block on my phone. The texts still continued. When I got my bill, there was a $30 bill for Text messaging and Rogers told me that they couldn't reimburse me as it was third party texting. They said I should text back "Stop". "I can't text on my phone I told them, so they told me to phone the company who is somewhere in the US. The texting continued. Another $21.00 in fees on my next bill. I finally got through to the company who said they would see if they could reimburse me, but I've heard nothing back from them. When I call them it's busy all the time. I feel Rogers should have been more upfront about this type of billing and should have reimbursed me since I requested no texting right from day one. They could care less about how I feel, or about the issue.

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spunkalishis
Surrey, CA
Jul 13, 2016 3:25 am EDT

My spouse and I signed up for a 3 year contract & purchased 2 Blackberry phones at the beginning of 2010. For the first month, things seemed to be ok. Little did we know the fiasco was just about to start.

The problem began when I started noticing charges on both of our bills for game downloads which we never made, in addition to download fees. I immediately called Rogers, explained to them the problem, was assured this wouldn't happen again and was given a credit towards out bill. Liars. It happened again the next month. And the month after that. As a matter of fact, it continued to happen for an entire year. Every month, without fail, I would check our bills and the EXACT same charges were there, for the exact same amount. Every month for a year straight I called in to complain, was put on hold, shuffled from customer service reps to their tech support department, back to their customer service reps when their tech support department told me they couldn't do anything about it. Every time I called it took at least an hour and a half to get the charged removed, sometimes in excess of 2 hours. I would often be put on hold for so long that I would fall asleep with the speaker phone on and eventually give up and hang up, just to have to call again the next day. Then it would inevitably happen again. Spending hours on the phone every month arguing with them to fix THEIR screw-ups seriously began to wear on me and stress me out.

During that year of constant fraudulent charges, we also had them cut off our service even though we were paying our bill and were well below the credit limit they set for our account. When I called in and asked them what was going on, they said that even though we were under our credit limit, we were 'close to it', which is why we were cut off. They then said we would have to pay a reconnection fee of $50 for each phone. WHAT?!? I have never seen or heard of any company operating like this. In actual fact, we were nearly $200 below our credit limit set on our account. Well below the $300 limit they had set. Scam artists. But, like most other people who are on contract with Rogers or any other Canadian services provider, I thought 'we're on contract, we have no choice but to pay the reconnection fee because if we don't get them reconnected, they will continue to bill us while we are not even able to use the phones'. A complete and total scam pulled by Rogers to steal more money from their customers. They use their contracts to thieve money from people. Paying the reconnection fee was a big mistake on our part. We should have refused and cut our services right then and there.

Then it finally happened. The last time I called them to get the exact same charges removed from both of our bills PLUS a charge for going over our data cap - which was impossible because we monitored our data using data counters on both of our phones - they told me that the extra charges were there for a reason, they just didn't happen by themselves, tried to say that somebody else must be using our phones, tried to blame it on our kids - of which we have none; nobody else has access to our phones - and every other reason they could come up with to NOT remove the charges. I simply couldn't take it anymore. I told them that if they didn't remove the fraudulent charges, we would cut our services contract with them as they were not living up to their end of the contract. The way I saw it is we were going to wind up paying a great deal of money over the 2 remaining years of our contract for bogus charges they would continue to tack onto our bill. I was not prepared to go through that or the stress of calling them every month for another 2 years arguing with them about the fraudulent charges. They then began to threaten me with ruining my credit, saying that they would be sending us a huge bill for cutting our contract short & if we didn't pay they would go after us with collection agencies, etc. That was the last straw. I told them cut off services to BOTH phones immediately & that they cound do whatever they wanted because we were not going to pay the fraudulent charges and we were not going to pay them anything more at all, regardless of collection agencies, etc. I then hung up. That one call took a total of over 2 hours, being bounced from department to department, including their 'retentions' department. Funny, if they wanted to retain us as customers, they sure didn't show it.

10 minutes later they were calling back from their retentions department, offering us all sorts of 'special' deals. After a year of wasting countless hours with their incompetent, dishonest customer service reps, being beyond stressed out to the point of feeling physically ill (I am also dealing with a very serious physical illness which is very much affected by stress) there was no way on god's green earth I was about to continue doing so for another 2 years and then battle to get out of the contract. No way. When they realized that there was zero chance of talking me into what they were proposing, the threats began again. I simply hung up and waited for the harassing mails and phone calls to start from the collections agency they use. Which they did.

To date, I have received letters threatening legal action if we don't contact the collection agency and pay the close to $1500 they claim we owe Rogers. I absolutely refuse to call. I have already wasted an entire year arguing with Rogers, I am not about to do it with the collection agency. They have also tried calling with their threats. I simply hang up. We have found an excellent alternate cellular service provider which has none of these problems and which we are very happy with. This has demonstrated even more how shoddy Rogers services are.

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Sharon Maylard
Surrey, CA
Jul 13, 2016 3:25 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have been the victim of cyber stalking for years. Everything was compromised...cell phones, I Pods, I Pads, laptops, home phone...you name it...it was compromised. I have called Rogers to explain my dilemma and to dispute charges on my mother's phone bill to no avail...the extra charges are nothing compared to the invasion of my whole entire world. Cellular companies really need to take a more proactive approach when it comes to cyber stalking. This is a very real and terrifying problem...The cellular companies need to protect their customers and quit sticking their heads in a hole. I am one of many victims and will do whatever it takes to bring awareness to this issue and to help others who are suffering. Don't be silent, don't be ashamed & keep talking until someone listens for there are people who can/do want to help you.

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Zelda123
, CA
Jul 13, 2016 3:25 am EDT

I ordered a iPhone 4G before Christmas. They told me I would receive it before New years. But of course since Rogers SUCKS, its now December 29th, and I haven't gotten an e-mail nor phone call telling me that it has been shipped. I would just like to say if I don't get it by New years, I will never go to Rogers again, and I will tell everyone not to go there. So therefore you will be losing many customers just like I lost my iPhone because of you. One last thing I hate you Rogers, you have never treated me right.

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LUCYD
Brampton, CA
Jul 13, 2016 3:25 am EDT
Verified customer This comment was posted by a verified customer. Learn more

SAME AS HOW MANY OTHERS ... ROGERS ATTITUDE IS THEY ARE TAKING ABSOLUTELY NO OWNERSHIP FOR ALLOWING THE 3RD PARTY CHARGES TO GO THROUGH, PRETENDING THAT THERE'S NOTHING THEY CAN DO.
THEY CAN DO SOMETHING, THEY JUST CHOOSE "NOT' TO
THEY CAN EASILY SET UP THEIR SYSTEM TO EITHER "REJECT" THE TEXTS FROM GOING THRU OR GIVE THEIR CUSTOMER A WARNING ABOUT A TEXT THEY ARE GOING TO RECEIVE ... IE: A CHANCE TO CONFIRM BEFORE ACCEPTING IT.

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gav81
,
Jul 13, 2016 3:25 am EDT

Rogers Communications make it a habit of bilking even the most long-standing customers out of every penny possible. Their complaints department practice the art of bouncing you around from department to department giveing you no support until you can take it no more and hang up. I just spent an hour and twenty minutes, spoke with four representatives and one supervisor and told them all the same thing. I am sad to say that today they won.
All I wanted was to pay the same price for my upgrade as a new customer would for that same phone. All I got was the run around and the clear message that Rogers Wireless Communications simply do not care about customer loyalty.
This monster weasel of a company know that there is very little a consumer can do as they basically split the whole market share with Bell Canada, the company that originated the run-a-round.
It is time the government stepped in to review the monopolization of cellular business in Canada. Because of this existing monopoly they can treat customers as poorly as they want because the consumers of Canada
(or more specifically Ontario), have no real alternative.

Ted Rogers: you have enough money already, you slimey, greedy S.O.B. I have a pretty good idea for the personalized hell I'd like to see you simmering in. Here it is: Spend eternity listening to Michael Bolton on hold only to be interupted every 10 minutes by a rude and ill-informed former employee from one of your call centers. YOU ARE AN ETHICAL CRIMINAL OF THE HIGHEST DEGREE. how you sleep I will never know.. oh yeah, on Egyptian Silk woven from the fabric of a million pissed of customers who would love to see you hanging form the nearest tree. You should be ashamed of yourself.

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Alley Kat
, CA
Jul 13, 2016 3:25 am EDT

I had a rocket stick (portable internet USB) with a contract for 2 yrs. My contract ended last July. I kept it until January of this year and cancelled it not once but twice. Once in store and once when I called in. I also kept paying until mid February to make sure any little spill over balance would be covered or credited. In the last 2 weeks I have been inundated with harrassing calls saying I owe 115 dollars.I am refusing to pay as I have not used any Internet at all in several months AND I had already cancelled it. I get credit department people on who say yes you are right, its documented here that you cancelled. It was just about to be cleared so when I was transferred to the last agent, she said because I cancelled a new phone at the same time they are refusing to believe I cancelled my internet and have all but called me a liar. I have had perfect credit with Rogers for years, I had all of their products in my home and was about to renew everything but they wouldnt let me over this 100 dollars owing which I do not owe. They will not cancel my account until I pay this. So basically they are going to run the meter. I have never been so jacked around in my life.

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Jack ...
Borden, CA
Jul 13, 2016 3:25 am EDT

I see that Rogers has now implemented a cap on home internet data usage. Just the beginning of yet another campaign to deliver less while increasing profit.

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Rugolfe
, US
Jul 13, 2016 3:25 am EDT

My wife dealt with Rogers Cable for years we’d compoutor with a moderm we decided to moved to FlorenceVille NB, apparently we’d decided to change to move in our home at the said address mention above 396 Route 575 Pole Hill NB.We’d went to Rogers outlets in Fredrictiion NB to returned the item, the person said to bring it with us to the new place, apparently we’d tried to return it to the outlet in WoodStock NB, they’d said to call rogers to have them have a truck pick the item up if in district, we’re trying to be honest to returned the item we’re 60 years old and can’t keep getting the runaround from these outlets, with-out no disrespect to rogers or persons work there, they should honor their honor to their coustomers, one outlet says bring it back to Fredriction NB another says they can’t accept the item bring it there or there, this is not a bussiness like to their customers, my friend who runs a company mention to me that they’re playing games at these outlets, why have these outlets if they hirer people who works there, and the company will not take the item back, then they should not have these places, with-out no disrespect to Rogers Cable, the customers are first with respect for their service they’d with Rogers Cable.

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mikekay
Ottawa, CA
Jul 13, 2016 3:25 am EDT

Just returned my Rogers stick which I owned for 30 minutes. Rogers is selling these things under false pretenses and using tech specs that are not industry standard in order to make the device appear way better than it actually is. First - specs are stated in MBits, not MBytes - which I missed. So stated throughput on these LTE devices is way below what a customer will expect.

I purchased the device outright and got a maintenance contract because I would not have been using the device very often. Guess what - in order to get higher speeds on the stick, you have to sign up for an LTE data plan. Nowhere is this mentioned in the documentation. You know, all we ask as consumers is that we know what we are purchasing and that the companies be honest.

Then, Rogers customer support hung up on me, just when I was about to ask how much an LTE plan would cost. Was I upset - yes, was I rude, no, was I demanding - yes. Rogers just got my money and I was unhappy with the results. I did not use profanity nor raise my voice. I WILL NOT deal with a company where policy allows support reps to hang up on customers.

Rogers - YOU SUCK!

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Andy Camm
Halifax, CA
Jul 13, 2016 3:25 am EDT

Could not get cell service in my home . Went to rogers store five times to complain and received no help. No one even came to my home to check. Finally they put me on the phone at the store with the person with absolutely no customer service experience. She told me to go outside and use my phone. For a company they would like to service in an ever increasing world of cellular and cable companies, they seem to care very little about the people who subscribe to their services.
In the end of beating my head against the wall I ended up have to pay out of pocket to get out of my account.
It gets worst. I accidently paid them thru online banking $200 instead of my current cell company. I called them to tell the the mistake and was told I would have to call back after 3 months to get a rebate. I fought this down thru persistence to one month but have not received anything after the month was up. In my opinion, rogers is unfit to supply anyroduct and service. Use at own risk.

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Margaret Wharton
, US
Jul 13, 2016 3:25 am EDT

Rogers Telecomunication is defrauding customers. They claim zero responsibility for the quality of their work. I can’t believe they are still on market. Someone should stop it immediately. I don’t want another people to suffer from this company. Be careful! I will never use their services again.

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Cork
, US
Jul 13, 2016 3:25 am EDT

Rogers wireless staff have no idea of thier inventory. No one knew if an item was in stock or not. The computer said one thing but the actual item was on back order.

If I knew this info before hand I would have chosen another phone. Instead it has been over one week now without my phone. There way out is too offer you a discount. Which does not even make a dent on the time wasted on hold and dealing with staff who are complete ###s.

This company just does not care for thier loyal customers.

Rogers *** big time.

Valerie
Valerie
, US
Jul 13, 2016 3:25 am EDT

On February 29th, 2008, I was told that I would be getting unlimited local calling until September 3rd, 2008 as compensation for a wireless plan error that the representative made.

The agreement was made over the telephone (bad move, I know) and there is no way that I can think of to prove that this agreement was made (even though they say they "record" all phone calls). It should say it in my account history, but it only goes back to April (so they tell me).

The problem is that I was under a joint account, but I had separated from that account around March to have one under my own name a few weeks later. Apparently the note was not copied into my account history and now Rogers claims that they can't do anything about it because it's not under my name. I got the first 3 months of unlimited local calling, but it stopped after June.

One of the representatives looked into the account of my partner's, found it, but still told me that I can't get it because it's not under my name. Now I am being charged for calls that I did indeed make, but should not be paying for. My bill last month was $310 when it is supposed to be $45. I have not paid for it and refuse to until the problem is solved.

If there is some kind of online petition or protest against Rogers, please notify me ASAP. I will do ANYTHING to prove them wrong and make them fix the problem they have brought upon themselves.

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Denise Jean-Marie
,
Jul 13, 2016 3:25 am EDT

I have been with Rodgers for at least 10 years and have never had any complaints. my average cell bill is 175.00 a month, I have two phones with them. i renewed my contract in Oct. 2007 and received two new phones with the contract. The main phone has been in for repairs and re-booted twice since then. The pads have fallen off the numbers so i requested another phone but i wanted a totally different one, as the one i have is falling apart.(i never had this problem in the 10 years of being with them.)i received my new phone which was exactly the same but an upgrade at the cost of 75.99 plus an hardware upgrade fee of 35.00 . When i got my phone i was upset it was the same one with a different model number and sent it back right away. I called to inform them about my returning the phone and how upset i was they sent me the same phone and they said they would remove the the cost of the phone but i still have to pay the 35.00 upgrade fee. They refused to remove it. i also was getting joke of the day sent to me and was wondering why they were being sent to me. i replied back to them to please stop sending them to me. i continued to get them on a daily basis and again requested them to again please stop sending them to me. i still received them on a daily basis. I got in contact with rodgers and requested them to stop sending them to me and they told me to not say please and text message them to "stop all" and i did and they stopped. i was then charged 23.75 for these jokes of the day and requested for them to take this charge off as i did not request the joke of the day and requested them to stop. i was informed this is a third party billing and they can't remove it and that i must of text messaged them requesting joke of the day. i informed them i never did as i am almost 50 and don't need joke of the day to get me through the day. I then informed them i will be looking for a new phone plan with another company as when something goes wrong they totally don't have any customer service. The person i was talking to didn't seem to care and told me it would cost me 400.00 to get out of my contract. well that is only two months cost for me as i pay 170.00 a month for the use of my cell phones. 10 years of loyalty to Rodgers and the person i was talking to was quite content with my cancelling my service with them...there is customer service! just to let you know, during this conversation i was never rude and never raised my voice.

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Reviewer99912
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Jul 13, 2016 3:25 am EDT

I moved to BC 3.5 years ago. For the past 3 seasons, I have enjoyed watching every Canucks game I could on SNET Pacific. Why is it this season, I am not allowed to watch the games? "not available in your area". I live in the Okanagan - why would I be blacked out now? Why would an away game be blacked out?

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DRI_24
, US
Jul 13, 2016 3:24 am EDT

I bought a Blackberry Pearl 9100 on 25th October 2010. Last week, I sent a text message and after about 2 hours when I wanted to use the cell again, I noticed that there was a crack right across the screen. I called Rogers today and requested that either, as a good will gesture of my being their customer for 11 years (4 cell phones/home phone/internet/cable) and using all their services, they would replace the BB or I was willing to pay the promotional upgrade fee which is on their website. Rogers customer relations manager was not ready to extend any courtesy. She refused and in fact gave me the amounts of cancellation charges that would be levied on me if I cancelled all the 4 cell phones with them. I am wondering if anybody else has had a similar experience with Rogers. Is it possible that we, as customers, have made Rogers feel that we cannot do without them? Your thoughts, please?

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barrieres
, CA
Jun 13, 2016 4:30 am EDT

Last night I returned home to a paint sprayed lawn and a letter rolled-up on our door handle. As soon as I saw the paint spray lines I already had a good idea what was happening, but the letter confirmed it!.

HTS (Hermes Technical Services) left a letter notifying us that they intend to dig under my driveway to "repair/replace" the service line!. They are performing this job on behalf of Rogers, and not for our benefit but our neighbours, .

Less than two years ago, the exact same work was performed'. Only then I was not informed by the company - they simply showed up and told us they had to run a new line for our neighbours:. When I saw the crew, I walked outside and spoke with the person in charge'.

I have worked landscaping and know quite a bit about grading, site preparation and paving (both asphalt and stone)/. I have worked with companies and worked with crews on hundreds of driveway jobs alone?.

I communicated my concerns about what seemed to be a job that was going to inevitably produce damage to my driveway. The person in charge handed me their card and told me if anything happened to contact them.

A few months after they had carried out the work, I started to notice cracks in the exact area where they had tunneled underneath my driveway to run the service line. When I tried to contact the person, the number was no longer in service.

So that's the backstory in nutshell, and now, near or around two years from when the first service line work was carried and caused damage to my driveway, HTS wants to perform the same work.

So last night, after reading through the letter, I contacted HTS yesterday and left a message.

I then proceeded to contact Rogers and spoke with Lisa of their service department (reference number of the call C72283610). After speaking with her on the phone for twenty minutes, she told me she was escalating this with their service manager.

So earlier today, HTS called wanting to speak to me about my concerns. I called them back and they essentially ignored my concerns, and in a roundabout way told me they are going to go ahead with the work as per Rogers instructions.

At this stage, I have a contractor that hears but doesn't listen to homeowners with valid concerns, and a supposed complaint logged with Rogers with no assurance anyone is even going to arrive on site to inspect the damage to my driveway from the previous work performed. As it is, I'm on the hook for the existing damage to my driveway as the previous contractor is nowhere to be found, and HTS told me to take up the problem with the city.

So Rogers hires these contractors, they cause damage to people's personal property, and then when damage occurs, they not only disappear, but it seems Rogers hires new contractors who ignore homeowners concerns.

At this point, I am livid at the way both HTS and Rogers is handling this matter.

Why does a less than 2 year old service line have to be repaired/replaced again?

I have attached with this post a photo of the crack damage that was left behind from the last "service line" repair/replacement.

Anyone experience anything like this? Any suggestions? I am so appalled by the way our property has been treated by these incompetent contractors that I refuse to allow them to perform the same work which caused damaged once before.

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dwu1977
Calgary, CA
Jan 08, 2014 12:05 pm EST

After going through hell with rogers over wrong billing for a new iphone 5s, 3 mos ago, and having them suspend my phone twice and phoning and talking with numerous customer service reps and managers, on January 6th 2014, it was fixed. Finally...no more calls from the credit dept...or so I thought.

Seems I cant get my phone working again until I pay for my 499.99 data use while I was in mexico... um, what ?
seems rogers got a bill from telcel and billed me for 499.99, 33 mb of data usage while in mexico nov 20-24. Well fml, that's weird, I paid for wifi and have proof on my cc statement.

well, seems that doesn't matter, rogers wont investigate or listen, pay up ! they'll take 100.00 off the bill for me...no thanks.
Credit dept will take 40% off for me cause im a good customer...no thanks !
Emailed office of the president and office of the obundsman, no replies...off to ccts.

Im not getting forced to pay data roaming charges when I took appropriate steps to safeguard my phone and pay for wifi, clearly connect with bars and wifi access, I get billed.
im taking a stand. anyone else have this kind of trouble with rogers ? I bet money on it.

oh, btw, if you travel to mexico, watch your travel packages you buy from rogers, my 90.00 talk n text package didn't work at all, no calls went through and no texts either...until I paid for wifi, did my phone start to work.

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Ash
, US
May 25, 2009 2:30 pm EDT

I signed a 2 years contract from Rogers wireless cell phone. I paid $400 for the cell phone from my pocket. After 3 months of usage the service is really bad and most of my calls drop. I was really upset with the service for which i am paying $45-month. I called Rogers and one of their customer service guy told me that Rogers does not have lots of wireless towers (BTS) in my area and hence the service is bad.

I told customer service that i am paying $45-month for a really bad service. Rogers customer service guys also agreed that the Rogers wireless service in my area is bad, because of fewer base stations in this area.

After 1 hour of phone conversation with customer service i was directed to a Manager, who was totally refusing to help me. I spend another hour with this Manager and he was not even ready to help me at all, i am guessing that it might be their internal co-operate policy.

My concern is very simple either provide me the service i am paying for OR cancel my contract without any fines (because this is not my fault),

Rogers is totally ripping me off, by not giving me service for the money i am paying every month.

I just want to let other know that Rogers is totally after your money, hence think twice before signing any contracts with them.

NOTE: I wanted to talk to someone at higher level, but it is so hard to get any information. It seems that their information is very closed.

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AngryLukas
Ottawa, CA
Jul 25, 2012 4:19 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I had a cold call from a Rogers sales Rep 2 weeks ago, ..about upgrades to my phone and TV/Internet..my first question was "how much more per month for these upgrades?" I was told about $10 to $15 to my present bill, so I went for it...Well guess what ...last bill was $53.20 more then last month when I called they stated they don't know why the sales rep would say such a thing...etc etc...$190 is a little heavy per month for me to pay so I told them to cancel the TV/Internet and keep the phone...they said they wanted a $400 "early" cancellation fee...early? I've been a friggin customer for 7 years...what is this cancellation fee? If I were moving do they hit those ppl with the same thing? Anyone else have a problem along these lines and what did you do to remedy it...(besides paying the $400) ?

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Gary Klein Herenbrink
Embro, CA
Jun 10, 2009 9:34 am EDT

I have been build through rogers communication last month$76. 22 and after complaining that i was nevr subscribed, or had used the cell phone once got a credit for this amount from rogers.
This month i again was from the same peoplecharged now $83. 75
For premium services from the same people.
Now rogers will not credit my account for 83. 75 becouse last month's credit was a one time deal. My total use this month was 2 min for 2 calls to my son and doughter. Total charge for that 60 cents.
Rogers gave me these two web sides to complain to the company directly to receive a refund and be removed from the accounts list.
My luvcrush?Whitch celebrity an i
Alert model messenger

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brooke9658
Charlottetown, CA
Mar 22, 2011 2:55 am EDT

I have never been so pissed off from dealing with ###s, its getting ridiculous. I know about the bad reputation that this particular superstore has but i had no idea about this. They were rude, disrespectful and tried to make me feel like ###. I dont care how long your day has been, when you are working in a customer service business, it is not your place to to belittle others. I will most likely be taking the piece of ### phone that I got back and going somewhere that people will treat me better. This is unreal that I even have to say this but anyway, the superstore has lost one loyal customer...

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misslead!
Portage la Prairie, CA
Nov 09, 2011 10:30 pm EST
Verified customer This comment was posted by a verified customer. Learn more

so i wish i would have seen this two months ago ...i was in the mayo clinic for 1 and a half months called rogers befor i left and told them what was happening and what i should do she said not to worry she would put me on a 300 paln so i could have unlimitted everything ...and i did then i got my bill 5000 i almost ### myself i called and asked what the hell was up and they told me romeing is what coast me 4650.00 i told them when i called the lady told me my bill would be 300 and they said read you contract i just wanna cry !you would think she could have mentioned this after all she called herself a customer service rep gawd !

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Sam Wu
Mississauga, CA
Aug 15, 2013 8:43 pm EDT

I am very unhappy with Rogers service and CR.

When a contract with discount is signed after sale person's repeated solicit, customers are not given a choice to set the end-date by which it will be charged with regular high price automatically. The information of when contract will end is not provided to customers until last month it's posted at a hardly found place. The information is not included in monthly notification email body. It is said it's customers responsibility to login online a/c and find the end-date themselves. However online a/c does not show the information of end date at all until hidden at other charge of the last month online bill only. When customer reads the information, it's already late because of another rule of one-month-before cancellation notice applies. You wound have to pay one more month at least regardless willing or not if you are lucky finding the information on time. It's a trap for customers. Finally I am told it's a very valid charge.

Without willingness, retain customers by such a tweak. Shamed on Rogers. Customers leave with angry with having been played. Rogers business goes down definitely.

//Sam Wu

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liquid647
Markham, CA
Nov 26, 2013 9:44 pm EST

Worst service ever, I've been with Rogers since 1996, finally I cannot take their ignorant Internet service and the worst possible customer service, after multiple complaints and getting cut off the phone MULTIPLE TIMES as well, I've finally got Rogers cut off from my TV service and Internet service. They severely limits my use in speed (see pic) and it takes me 20 mins to download 6mb of Cisco speed test app in my phone? Before it wasn't this bad, after I put in my cancellation and having to deal with the most un comprehensive person that barely speaks English, calling me back asking why, and keep pushing me to purchase the new DOCSIS 3 modem, for 45mins! When my first answer was already NO! Now they get 30 DAYS to mess with my Internet speed before I can finally break free of their evil monopolizing greedy hairy hands. That's that, I AM SO GLAD WE HAVE TEKSAVVY HERE! And no, I do not work for teksavvy. GTFO OF MY LIFE ROGERS!

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r coutu
Oshawa, CA
Jul 13, 2016 3:25 am EDT

Just looking at the country list, no wonder you have problems. I am tired of never having the perfect service that we pay dearly fo. It is slow to surf, sites close down while surfing, connecting is a pain as you always have to send a problem report, which doesn't really do anything either.
Why can't the service be better serviced by you to make sure we have up to date service to surf and have the web page actually appear instead of the CONNECTIVITY PROBLEM

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chekmareva
, CA
Jul 13, 2016 3:25 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have been calling Rogers repeatedly but to no avail. They are unable to fix the problem over the phone, and they just won't come over and fix it themselves. Such lazy attitude is despicable and even friendly consumers like myself tend to get angry. Why won't they just come over and fix the problem?!

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Lorne
Regina, CA
Oct 30, 2008 3:24 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Rogers charged me a $25 fee. That seems a bit excessive. Has anyone else had this happen to them? If yes, reply back to me and I would like to see if we can get these charges reversed.
Thank you.

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duces
kingston, CA
Jul 13, 2016 3:25 am EDT

rodgers needs to be put out of business . can not get satisfaction with billing problems, poor customer service . goodbye rodgers up yours !