I had service activated in July of 2007 when I moved into my new apartment for wireless internet & telephone connection.
I moved in December 2007 and called Rogers with 2 months notice that I would need to cancel my service. I was given instruction to return the equipment that I had (a router and Rogers cable box) to the nearest Rogers location by mid-December (believe it was the 17th) and that my final bill would arrive.
I received my final bill and I was being charged for telephone, internet servies AND cable. I quickly called to straighten this out which I was told it was but the final bills I receive now STILL disply 'cable'..hmm...a follow-up bill came and imagine my surprise when the total was registering in at $256 and change. When I called Rogers they told me that the equiptment had never been returned and that there was an additional charge on my final bill for this.
I returned to the Rogers store (stupid me though, had already thrown out the receipt as this was a few months later in January of 2008) and we were able to locate the returned equipment in the system. I called Rogers with the confirmation code and the rep that I spoke with told me that was great, all was well and that I shouldn't be receiving any more bills and that the charges had been taken care of.
Fast-forward about 6 months filled with received bills STILL with these charges, numerous telephone call bordering on harassment to collect these charges from me AND having to tell and re-tell the tale to about 30 or so Rogers reps I AM RIDICULOUSLY FED-UP!
I was finally able to obtain the office telephone number of a
manager in Newfoundland and she assured me that this would be taken care of and apologized very much for all of the inconvenience over this.
Fast forward another month to July 2008 and imagine my surprise when I receive ANOTHER 'FINAL' bill, this time with a total of $84.75 . I immediately contacted Rogers and (as always, after much transferring and getting the run-around) was told that the charge was a breakdown of 3 charges for the account being suspended 3 separate times due to non-payment. 3 non-payment charges on an account that was cancelled with advance back in November of 2007.
I expressed my confusion over this to the rep and let him know that I did not think it was my responsibility to pay this when clearly it's an incorrect charge to which he replied in a pretty nasty way that it made perfect senseas I had been deliquent on my account. He put me on hold to 'see what could be done, if anything, about these charges'. He came back a few minutes later and told me that two of the charges would be dropped, however I would have to pay the final in the amount of $28.25. I asked them to send me the bill so that I can see for myself that two of these charges had actually been dropped before I would be giving them any money. I also told them when I received the bill I would decide how to proceed from there and that I would be doing what I should have done 6 months ago and filing a complaint with the better business bureau. I am absolutely not paying this bill and want to give a heads up to others to be careful with who you call for your services.
I have a Rogers cell phone that I will be switching over to a new carrier once my current contract has ended.
This kind of business and service from a company is ridiculous, frustrating, irritating and completely unprofessional. And the only number customers are given access to is an 800 number on their website and bills. There is no easy way to locate an office to actually go and speak to someone in person when there is a problem like this that is not getting resolved.