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Rogers Cable Network / unusual billing charges and poor customer service

1 Canada Review updated:

The truth I am not sure where or who to address this matter for at this point I am clueless I just hope if you received this by mistake and know where this letter should go or whom should address this then I would really appreciate it and thank you at this point .

I am writing in regards to let your company know how disappointed I was on how my case has been managed I am not really a complainer and I apologize for the construction of this letter but here goes:

1. During my contract with Rogers I have noticed unusual billing charges. As a protest I didn’t pay my bill this happens sometime June on my first year I can’t remember the exact date but the unusual thing is when I received my statement for that billing cycle I was charge even after the disconnection, & so I called the customer service from my cell phone the agent (she) cant give me an any reason why that happens all she said was “Maybe you’ve attempted to call” & I was like that doesn’t make any sense & even if I did try & call why get charged? & the funny part is because I don’t feel I should get charged for this & I told her why should I even pay all she can say is “Im sorry maam but you have to pay that because it’s in your bill” & because I was only on my first year & I still have a year to go all I can do is pay the “GHOST CHARGES” so I can continue with my life.

After the said 2 year contract which ended sometime first quarter of the year 2006 I have asked a customer representative (He) to transfer my cell no thru Migration (with a fee of $50.) to a pay as you go. but he told me going from a regular billing to a “Emergency Plan “ is way much Better, I agree & told him ill try it for a month or so.

2. After those 3 months ago I feel I was again charged more than what I should be. so I asked a Representative (She) that I’m still not satisfied with the service so now I am finally decided that I wanted change my account to pay as you go & she quoted me again the fee w/c I told her I am aware of it .she said ok its going to be done after 72 hours w/s is more than enough before the next billing cycle. She had told me I still have about 5 days.

3. Guess what I went over the next billing cycle I didn’t complain I called & asked what had happened this agent (She- I think name starts with a P) said she apologize & that it should have been changed /done but for some reason it didn’t & that she’s not sure what had happened . she said she’ll make it a point she do the request & again before the next billing cycle & to compensate for all what’s been happening she’s going to waive the coming bill which is for the month of August .

Sept 6, 2006 I received a call from the billing department saying I have an overdue amount of 70. ++ Surprise I asked to be transferred to the department responsible for all the transferring me from a regular billing cycle to pay as you go after 5 agents & almost an hour on the phone I was again promised that this is going to be resolve in again within 2 days

Not to mention the days I have lost work because of this unprofessionalism. Somewhere along this whole thing just to avoid the next billing cycle I have requested a stop in service being led to believe that after the requested interruption of a day the pay as you go account will kick in.

Another incident is that when an agent called me sometime to collect payment she was rude & disrespectful I had asked why im getting billed as such & if she can transfer me to the department where I can ask & she was like use your cell phone & dial * 611 –she had called me on my home phone by the way. I had asked her politely since I lived in a basement & reception is not that good. She said” I can’t transfer you & like I told you use you cell phone & dial *611”I had told her im not sure why she can’t do it for I have done it before.

If it is true that all conversations like this are being monitored/recorded then I thinks it’s about time that you try & see what really happened at least I can say im not crazy & just making all this things – LET’S INVESTIGATE

Like I said I am very very disappointed im not sure how many people had to go through this the stress & anxiety I got from all of this it is unbelievable. A few friends had recommended seeking help from this Peter Silverman of City TV & making this whole thing public. But I thought I’d try & resolve it first whit you guys.

September 13 ‘2006 – I have to call again & bug some agents for I am very upset – I am workless for the whole week (when I called my agency I was told I lost several job offers because they cant reach me on my cell phone) and I called so again I have to tell the agent the long story after a few minutes she said “ok now it should be working” my point being why do I have to call just to get a job done?

After countless months of requesting & after a phone call today I have my phone up and working in a pay as you go plan, hopefully I don’t encounter anymore problem for I am just tired, now I have to stay home jobless for the whole week due to incompetent people who im not sure if they care on what people like me have to go through. How I wish I can just tell Rogers Company to compensate me for all this things but again understanding how this company works & how you disregard your client’s im not going to be even surprised.

I am writhing to you because evidently something’s wrong and with this you are losing clients big time, I just hope everybody is aware of the golden rule so this things never happen again.

Feel free to call me on my cell phone for any details or information needed – that’s if my phone is working?

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Comments

  • Mi
      18th of Dec, 2006
    0 Votes
    Rogers Cable Network - Installation problems!
    Canada

    I have had 3 cable appointments. Still without cable tv. Dint even show up for 2 of the appointments dint call nothing been going on for 2 weeks. Now going on 3! Please somebody help me there is no other cable company and i cant install a dish.

  • Jc
      22nd of May, 2008
    0 Votes

    My Fiance and I have been trying to purchase our first home for 6 years... and finally after waiting for 6 years... and searching for 4 months, we found a place.

    We put in a deposit for the home...because we knew my fiance's score was perfect... and go to our mortgage agent for a mortage and he informs my fiance that his credit score has been impacted 100-150 points because of a bill from
    Rogers 2 years ago!! We thought it was weird because my fiance and I CURRENTLY have rogers!!! So why would they transfer service to our current place if we had a over due balance!!

    So my fiance calls the collection agency and she informs him to "pay the $120 and dispute the charge with Rogers afterwards"... since it was only $120!!!... my fiance drives out of the way... to pay them cash $120!!!... afterwards he calls Rogers and begins a conversation with ALEX... he tells my fiance that Rogers for some reason billed us $120 in error for the past 2 years, which eventually went to collections. Since we had proof that our previous account balance was $0... Alex tells my fiance he will put in a request for an investigation, so Alex informs us that the investigation office will require 2 bus days...which he actually called my fiance in 2 days!!!

    Alex tells my fiance that the investigation department confirmed it was Rogers error and he would in fact call Equifax to fix the error!!... now with only 10 days left to move out... with no home to go to... Rogers still hasn't fixed their error... OVER ONE FRIGGIN HUNDRED AND TWENTY DOLLARS!!!...

    Guess at the end of the month my fiance and I are going to be moving into Ted Roger's executive office to live in!!!

    JC

  • Di
      23rd of Aug, 2008
    0 Votes

    I have major issues with Roger's!!! I requested a plan change since 2006 which was never done on my account. I've been on the phone with customer service for over a month requesting to speak to a manager regarding my account, and never has anyone called me back. Now my phone is disconnected and they won't turn it back on or given me a straight answer as to what has happened to the account. I'm on hold as we speak with them...waiting...waiting...waiting...

  • Yp
      2nd of Oct, 2008
    0 Votes

    I too have been going through an entire month of problems with Rogers.

    They call their reps "customer care representatives."
    The irony of the above lies in the lack of service and "care."

    Beginning September 1, 2008 the following occurred:"

    Aug. 2008
    Bill (A Roger's sales person) calls offering 3 mths free ("VIP" Internet, Home-phone and High Speed Internet) from the builder of a condo I plan to move into Sept. 01, 2008.
    My response: "I'll think about it."

    Aug. 2008
    - I called Bill and accepted the offer with the condition that I could keep my land-line number.

    Sept. 1, 2008 (Monday)
    -The technician arrives.
    - I'm "hooked up."

    Sept. 4, 2008 (Thursday)
    - I'm not getting any in-coming calls.
    - I called customer service/care.
    - I'm notified of closed account, new account and new land-line number 416-792-3911.
    What a surprise - ie. this is the cause of the lack of incoming and only outgoing calls.
    - My old number is "lost."
    - I spoke with COURTNAY.
    - I'm given a case record # S1549974 - wait 48 hrs.
    - There is no follow up; I receive no calls.

    Sept. 8, 08 (Monday)
    - I speak with STEVE who refused to submit his supervisor's name/tel. # for a customer service
    complaint.
    - We both of us lose our tempers and he hangs up on me.
    - I called again, and spoke with JESSICA.
    - She said she would follow through after a reply from an email received.
    - Please wait 48 hrs.
    - No call or follow up.

    Sept. 12, 08. (Friday)
    - I called and spoke with HATINDER re: status of the above email.
    - She sends a "CARE ISSUE" email on my behalf.
    - I'm informed to wait for a call on Saturday.
    - No call is received.

    Sept. 14, 08. (Sunday)
    - An IT individual SIMON calls me on my cell.
    - He will try to retrieve my old number.
    - He says he will reply max. 24 hrs.

    Sept. 16, 08. (Tuesday)
    - IT guy SIMON ( employee # C098 ) calls me on to my cell.
    - A technician appointment is scheduled for Thursday 2-5pm.
    - Even more time lost from work!
    - Whatever was attempted in the "24 hrs" did not work.
    - Compensation is discussed..."yes, call customer service..."

    Sept. 18, 2008. (Thursday)
    More calls with interrupted service.

    Sept. 26, 2008. (Friday)
    DITO

    Sept. 27, 2008 (Saturday)
    DITO

    Oct. 1, 2008 (Tuesday)
    Even more calls due to interrupted service.

    Oct. 2, 2008. (Thursday)
    - A technician OSAYOMARE arrives AT 11am.
    - He disovers a cable was pulled out in the 8'th floor "electrical room" and a blue plastic tag with "C16DV, 1/10" is attached.
    - The Roger's technician takes blue tag for "investigation."
    - He advises me that "client advocate" will call.
    - No call is recieved.

    Oct. 2, 2008. (con't)
    - At approximately 4:00 pm, a call comes from a Roger's "new customer welcomer."
    - She hangs up on me when I tell her I'd like to discuss the issue of "compensation."

    Oct 2, 2008 (con't)
    - I called "customer care" in order to discuss the compensation.
    - After waiting 15-20 minutes, VANESSA offers me $150 of service for my month of distress/frustration/melt-down.
    - An acquaintance was recently offered and accepted 6 month of free service for the inconvenience of a no-show technician.
    - Once transfered to a Supervisor MEDINA, I'm told to take it or leave it.

    Why did I allow a whole month of such aggravation to continue?
    I was ill advised that Roger's would fairly compensate me for the above.
    $150 of service is ludicrous.
    How does one deal with such a large inept company that refuses to deal with their customer's concerns/problems?
    Other than moving to another large inept company like Bell Canada, what is a consumer to do?

    Someone please advise.

    PS: Apologies for the long-winded expression of my current angst.

  • Ag
      16th of Nov, 2008
    0 Votes

    Simple solution? Cut the cable bug from your home and download your tv shows.

    Don't use cable internet, go with a small provider like Teksavvy or Execulink.

  • Ca
      4th of Mar, 2009
    0 Votes

    Does someone have an email address for someone at Rogers that I can talk to ? please send it to Candice_dewar@yahoo.ca

  • Ai
      25th of May, 2009
    0 Votes

    I am agree with this. This is our(customer fault) fault and not the fault of the company. Why don't you encourage other companies to create competition in Canadian Market? I will suggest to try for third company and not the big companies like Rogers and Bell.
    I have used Primus internet. Obviously the service was not good but charges was ok. The company like Primus need to use the network of other company like of Bell and because the competitor grows faster then them, they might create disturbances in network because the services and network is not their own.

    Try to encourage competitors, and make them realized that they are not only the good service providers.

  • Xs
      8th of Oct, 2009
    0 Votes

    I have had problems with Rogers and Bell for years and then I found out that there is an alternative. Use Teksavvy (teksavvy.com) for Internet and home phone service. For $29.99, they offer un-throttled internet service with 200 GB/month cap! You get close to 5MB/sec download and around 800kb/sec upload which is way better then what Rogers and Bell offers. Teksavvy also got a Gold award for customer service and when you call them, they actually know what they are talking about (computer savvy people work there). Visit http://www.dslreports.com/comment/2564/75468 for proof.

  • Fe
      24th of Oct, 2009
    0 Votes

    Re:ROGERS TV

    why do i have to watch the same free movies on reg cable .. over and over again?
    eg. beetlejuice.., dance with wolves, ghost, chevy chase vacation movies etc.. etc..
    oh yeah.. meatballs.. how many times do we have to watch that? its almost insane..
    the rogers on demand.. i've never heard of 90% of these movies.. where are the recent blockbusters/?
    HELP.. PLEASE show something else...
    if you phone there.. all they do is put your complaint in a file, that no one ever checks unless you phone again and again..
    THIS IS RIDICULOUS!

  • Pi
      11th of Jul, 2010
    0 Votes

    Rogers is a total waste of time. They want your money, regardless of the services provided. I've had nothing but issues with cable where the screen freezes. All I get is they'll send a technician. I've booked technicians - they don't show up and record they were here or they are over an hour late. One time I did get a technician in and he said I had bad reception, changed the box and still having the same issues. For three years all I get is 'we'll send a technician'. Rather than fix the damn issue, they keep changing the box and keep calling for money.

    Recently I went to pay my bill at a Rogers store and the girl said I had 3 accounts and asked which I wanted to pay. I told her to check again because I had one account. When I got home, I called Rogers and they said I only had one account.

    I made a VISA payment for a bill last year and never again will I do that. They processed a double authorization and locked my card for a week.

    Two weeks ago I got a text message on my cell indicating Rogers was having problems removing money from my account to pay my cell phone bill. I have a pay as you go plan!!! Two weeks ago I contacted Rogers about this message and the responses I've received so far was telling me what plan I had and I should remove the call display because I wasn't using it. ????? The last two weeks trying to find out what account they were attempting to remove funds from and why I was getting these messages. Still no answer other than indicating what pay as you go plan I have. I requested this be escalated as I was not satisfied with the responses.

    Rogers are a useless money grabbing provider. Unfortunately the area I live in is either Bell or Rogers. I don't like the service from either. I am moving to an area where neither have the monopoly!! They are as bad as the government - thieves who take money and toss threats without providing a damned service.

  • Ca
      27th of Jul, 2010
    0 Votes

    YOU SHOULD NOT TRUST ROGERS!!!

    I have been with rogers for more than 15 years and I trust them so much that I don't usually check my bill and have authorized auto payment. Recently i spotted a $34 charge for event "Ring Tune + $.75/DL" on my apr statement. I've never download ringtone to my phone. Why would I pay if i can do all that for free... (download mp3 to PC and transfer to phone).

    I called customer care and agent said they cannot do anything about it but will arrange for a manager to call me. The manager named "Jessica", who refused to give me her last name, called me 4 days after. She didn't allow me to speak, wasn't listening. It was the worst customer service i received ever. She said they were charged by another company. I asked which company or website, and she said she cannot tell me because of privacy act. I said you are billing me on behalf of that company. I just want to know who charged me so i can follow up. She said she cannot. Everytime i try to say something I have to ask her to stop many times before i can say my words... I couldn't continue with the conversation and i asked for a senior manager to call me.

    After another 4 days, another senior manager called and basically said the same thing. "Maybe someone picked up your phone and download ringtone", "Maybe your kids played with it", "Maybe you did it and you didn't know". My phone is a blackberry and it's password protected. There is no way any of the above can happen. I was saying can this be something similar to the premium text charges where some website which if anyone enter your cell phone number, they can start billing u... again, she is reluctant to listen.

    Bottomline, I don't know it violate a privacy act if a consumer wanting to know which company billed them via rogers bill for their service. As a consumer, I just want to know who billed me. If rogers allow any of these companies to bill their customer and refuse to disclose those info... I honestly don't feel safe to continue my service with rogers.

    More importantly, all the people i spoken with from rogers, they didn't want to help nor listen to your inquiries. Instead, they question your integrity. It is a disappointment to see the largest wireless company now giving their customer this type of service.

  • Xi
      7th of Mar, 2014
    0 Votes

    I just cancelled Rogers services just because I don't trust their service. Their billing is mess. They just add the charge without letting me know. Their bill has late charges. They also added restoral fee for account suspension.


    I called them to cancel the service and they did not proceed my request and just keep sending the billing.


    This is the result of monopoly. The customers suffers.

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