I had a terrible rep service from Rogers in March 2009.
I am an international student and because some family issues came up, I had to leave Canada as three years contract expiry with Rogers wireless almost approaches. Luckily, I found somebody who likes to take my six-month left contract over.
As we both are busy of our own schedule, and I wanted to make sure what else we need to prepare so that we both do not have to waste our precious time by the careless mistake. So, I called Rogers service rep (actually, more than three times for triple check since I don't trust Rogers service reps that much) to ask about the preparations for the contract transfer procedures and they told me that I need to prepare for nothing but my personal information and the phone taker needs at least two pieces of ID, and if could credit card will work but not necessary.
I told this information to the phone taker to prepare before we meet up and finally, we set a place and began the transfer procedures. About half an hour long conversation with Rogers service rep, I was told that the phone taker must have a credit card in order to put a $50 security deposit into her new account. The phone taker did not have a credit card and we both both were very embarrassed by the information that the credit card must be used to put a security deposit when doing on-the-phone contract transfer.
At this point, I was little frustrated of the wrong information that I have received from Rogers services reps but still had to find a solution to transfer my contract. So, I asked the service rep if any other method can be used to put a security deposit other than credit card and the service rep told us to go visit Rogers branch and pay the security deposit by cash or debit. I apologized to the phone taker and we set an another appointment to the next day. And on the way back home, I called Rogers service once again and asked it is sure that the security deposit can be paid by cash or debit at the physical Rogers branch and she said " yes, I am very sure".
Next day morning, we went to visit Rogers branch in the mall and told them that we want the contract transfer. Here is another frustration, , , they told us that their branch does not offer the contract transfer service so that we had to move to other place which is called "Rogers Plus". " Ok, , that's fine as long as I can get this finish, , no more deal with Rogers.."
We took a C-train and arrived at another mall where "Rogers Plus" is and asked to the rep that we want to have a contract transfer and like to put a security deposit by cash or debit.
They said, "Why don't you do it on the phone?" and I said "because they do only accept credit card for the security deposit and they suggested me to go visit your branch if I want to put it either cash or debit!" Here is the best answer, "We are very sorry, but we also do not accept anything but credit card. and there is nothing we can do about it."
My anger almost came up right to my throat, but I tried my best to push it down and called Rogers customer service and talked to Billing department manager and he said " We are very sorry for you to have a wrong information, but there is nothing we can help, unless use credit card to put a security deposit.''
Don't know where to complain, so I just post it on here.