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Rogers Wireless / fraud/misleading csr

1 Ontario, Canada Review updated:

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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  • Va
      5th of Aug, 2008
    0 Votes
    Rogers Wireless - Don't buy from them
    Rogers Wireless

    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!!

  • Al
      12th of Sep, 2008
    0 Votes

    I have the same problem .Rogers sends me an Iphone +sends one more to Montreal I call them and the bulshed started ... I guess they have some new way of seling strategy...

  • Li
      6th of Oct, 2008
    0 Votes

    I totally agree, we had a $900.00 bill once! and this is without internet usage or long distance!!

  • Lo
      30th of Oct, 2008
    0 Votes
    Rogers Communications Inc. - Bad customer service

    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.

  • Ss
      22nd of Nov, 2008
    0 Votes

    This has just happened to me...2 phones shipped to the other side of the country. The fraud dept has yet to get back to me (its only been one day). Our acct has a password also. The 2 phones were shipped to the other side of the counrty to a address not on the acct and the person that signed for them was not a name on the acct. either. 2 red flags there...I hope this gets cleared up fast as I own rogers 1300. from all this mess. we want to bring up the same issue about about our security being breeched, if we don't get the right anwers, we are going to Global tv to warn others..grrr..

  • No
      16th of May, 2009
    +1 Votes

    While my story is not unlike this one, I think a few items are worth mentioning. Canadians pay THE MOST for cell service IN THE WORLD! Tony Clement's office is the one to bother. I have had poor experiences with ALL Canadian cell phone companies, I strongly urge all reading this to limit if not cancel their cell service. There is a class action lawsuit against all Canadian cell companies ( and here is the link. "People" like Nadir Mohamed of Rogers, George Cope of Telus Mobility and Robert Odendaal of Bell Mobility should, in my opinion be in jail. Just like the Enron criminals. If you write complaints online make sure you use those responsible names. Otherwise the problem or should I say the injustice remains faceless ands will never be solved. Remember, the afore mentioned people are, in my opinion, STEALING from us. View the class action lawsuit and Google the complaints about the cell companies out there, they are staggering!

  • As
      25th of May, 2009
    0 Votes
    Rogers Service - Bad information
    Rogers Service
    United States

    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.

  • Ga
      10th of Jun, 2009
    0 Votes
    Rogers Communication - Being billed $84.34 directly to my phone comp
    My Lovcrush/witch celebrity on i
    31st line box C-10 N0J 1J0
    Embro, Ontario

    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

  • Va
      18th of Nov, 2009
    0 Votes

    Terrible. The exact same thing just happened to me. Apparently, I had an iPhone ordered on my account, and shipped to my address by UPS. What a scam. Definitely an inside job from unhappy Rogers workers. I got it resolved in about 4 days though, but I'd still like to hear the audio recording of the call that took place.

  • Da
      19th of Aug, 2010
    0 Votes

    Rogers wireless is brutal. I am stuck in a Kafka-esque problem with them. I took 5 phone numbers from personal accounts and moved them to a small business account.

    Every month paid the business account diligently while behind the scenes Rogers was billing the previous accounts in addition to the business accounts. They've now limited the service of my employees and their "resolution" is to have me pay the old accounts in order to resolve the service to the new accounts.

    Their customer service reps are rude and insulting, their credit department is even worse. I've attempted to escalate this through their President's Office and Ombudsman with no reply in 3 additional days.

    Even better the other day I got a letter from a Lawyer claiming I owe $800 to Rogers. When we called to resolve the matter the account listed does not exist, the lawyer has no record of the invoices on this claim.

    It's beyond brutal. It's beyond unethical. It's frankly down right illegal.

  • Ha
      19th of Aug, 2010
    +1 Votes

    I have now spent over 11 hours trying to get problem with Rogers resolved. This is further to comments of Dan Nedelko - the owner of Honeypot Marketing. Company functions are being severely affected by the position Rogers representatives have taken - charging an account from which 7 cell phones have been moved to business account - on a recommendation of Rogers business department. Since the original account was in my name and the account number was changed at the time of transfer I do not understand how is it possible that network access charges and eventually cancellation charges were charged to that account. What is absolutely ridiculous is that the business account - with a different address but with my name as a primary contact is now being affected. If that is Rogers policy and practice, all business owners need to be aware that their cell phones could suddenly be removed from service because the person who pays company bills has a dispute with Rogers. That is absolutely ridiculous. I have discussed this over and over with various departments - there is an interaction number for the case - I 309 653 360 - I must strongly oppose to Rogers practices in this matter - especially since the entire week and hours of attempts to communicate are without a result. Had I known anything even remotely close to this was going to happen, I would not have recommended Rogers for the business services! And rest assured that as many of our friends and business associates are being made aware of this situation on ongoing basis. All i can add - Rogers - you do not owe your customers and whether you want to admit it or not, what you do owe the world is proper service instead of holding your customerd in a hostage situation with completely ignorant attitude!

  • Ka
      2nd of Dec, 2010
    0 Votes
    Rogers - Billing Wireless

    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?

  • Br
      2nd of Mar, 2011
    0 Votes
    Rogers Wireless Cell Phone - Unauthorized charges
    Rogers Wireless

    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?

  • Br
      22nd of Mar, 2011
    0 Votes
    Rogers Nokia - unacknowledged workers
    Atlantic Superstore
    Prince Edward Island

    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...

  • Se
      12th of Jul, 2011
    0 Votes

    i have the same problem and all i know is Rogers is FRAUD

  • Se
      12th of Jul, 2011
    0 Votes

    I do have the same problem all i can say is ROGERS IS JUST A FRAUD .

  • Mi
      9th of Nov, 2011
    0 Votes
    Rogers Wireleess Canada - mislead
    rogers wireless canada

    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 !!!

  • To
      4th of Jun, 2012
    0 Votes
    Rogers - Mispricing

    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.

  • Ro
      11th of Jun, 2012
    0 Votes

    Hi @Mispricing, my name is RogersDarrell and I'm from the Rogers Social Media Team.

    I'd be happy to review the upgrade options available. Please reach out to us via Twitter @RogersHelps or Facebook via where we can properly dicuss.

    Thanks! @RogersDarrell

  • An
      25th of Jul, 2012
    0 Votes
    Rogers Internet and TV - bad experiances

    I had a cold call from a Rogers sales Rep 2 weeks ago, ..about upgrades to my phone and TV/ 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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