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.