Rogers Communications
Reviews and Complaints

When it comes to Rogers anything is possible, How about being billed and put into a collections company called Metro Financial Solutions after the account had been paid in full for a lengthy amount of time, "with receipts" that prooved payment was made in full, they still insisted I owe them money, I faxed the receipts and still Rogers argued the case. I spoke with several Rogers Agents and their Supervisors, who all agreed that something was definately really gone wrong, even the collections people said they had never seen anything this screwed up. I moved and had tried to cancel my services from as far back as March 09 I moved from London In May 09 to a small town that didn't even have Rogers Services, but before I moved I had a gut feeling and called Rogers on May 7th and was told I couldn't cancel for an additional 30 days, so my Conversation in March went on to deaf ears and to make matters worse I was billed past the 30 days in May 7th 09 conversation and again billed into Aug of 09, I called Rogers on Sept 27th and was told to pay 214.44 which I paid under duress on Oct 7th all was supposed to be settled from the Rogers Agent and his Supervisor on Sept 27th paid the amount of 214.44 on Oct 7th and thought "ok what a pain in the butt just to cancel Rogers service" I must mention that not once did Rogers try to reach me and they had the info needed to do so.Since that date, I've been told I owe over a thousand to 384.00 to 204.51 to 119.00 and back to 4?.00 account receivables sent my file to collections while I had in my hand receipts for over period of months stating my account was paid, I might add that I was never contacted once, that is until I was driving down the 401 on Friday 13th and got a call from Metro Financial Solutions and its been hell ever since I was told as of the end of November my good credit will be effected in a very negative way, because of Rogers mismanagement of my account, in a way that Rogers own Agents and their Supervisors agree they have never seen, , Rogers is very much like Hotel California, , "You can check out anytime you like, but you can never leave" I've spent a minimum of 16 hrs trying to get it through to them. I've even wrote the Office of the President and a lady called D'Arcy is now trying to battle my case with a Rogers Liason and my contact person at Metro Finicial Solutions, (Jason) has told me that this whole case is most bizzare case he has ever seen, as he has the faxes of receipts, but is at the mercy of what Rogers is claiming, any idea if I can sue Rogers for a Million Dollars? my Lawyer thinks a lawsuit would have a positive outcome, but all I want is to have this nightmare end and to warn others how bloody backwards Rogers are and how badly they can ruin your life over Kindergarden Educated Accounts Receivable and How little Rogers Agents and there Supervisors authority is continually overstepped by some idiot, with some twisted and vindictive agenda, that suffers from a Napolean Syndrome, beware Rogers has people with certain mental issues, , a serial malinger, who is at best an authority misfit, its to bad, , Rogers is no longer the most reliable provider, its people like this person that make Rogers less then it can be, , I would advise anyone who is closing their account with Rogers to have a Lawyer send them Notice 35 dollars, for a letter is a lot less, then I have had to pay and pay and pay and still no end in sight, , with Rogers and don't forget I still have the receipts that say paid and D'Arcy from the Presidents Office I do beleive is doing her best its a shame that every Rogers Rep and Supervisor have agreed with me and D'Arcy all have went to clear the account to zero only to be challanged by clearly some nut with, power by authority, , who is the only one right and all 10-14 people involved are wrong, someone needs to give this person who ever it may be a job in a retail store handing out late charges and restocking shelves, or send that person to a post in the Yukon, so they can mingle with the dogs and learn some morals, , Joseph Moses

I WENT TO ROGERS A FEW YEARS AGO, i have cell phone and all other service with them, I READ AND HEARD ALL ROGERS TO ROGERS LONG DISTANCE ISA FREE CALL. IN THE BOOK IT SAYS THIS IS NOT A PROMOTION THIS IS A ROGERS FEATURE, LOL THEY SAY NOW OH THA WAS DROPPED IT MUST BE A OLD HAND BOOK YOU HAVE, AFTER YEARS OF PAYING MY NOT SO CHEAP ROGERS BILL WITH OUT A MISSED PAYMENT, THEY CUT MY SERVICE OFF, I CALLED AND WAS VERY UPSET AT WHAT I WAS TOLD AFTER WAITING AND BEING TRANSFERED HERE TO THERE THAT IT WOULD BE THREE DAYS BEFORE I GOT SERVICE FOR MY TELEPHONE TV COMPUTOR, I NEEDED PHONE ASP AS WE HAD A DEATH OUT OF TOWN AND A 97 YEAR OLD AUNT THAT EXPECTS HER DAILY CALL. BIGGEST THING IS I HAD BEEN GETTING MAIL FOR ANN ADDRESS THE SAME AS MINE BUT KING EAST NOT WEST, THE GUY OWED OVER A THOUSAND BUCKS AS I HAS SEENN THE HAND DELIVERED NOTICES, I CALLED ROGERS AND OH YES DONT WORRY NO MORE WILL COME TO YOU, NEXT MONTH ANOTHER, CALLED AND THE LADY SAID OKAY ITS ALL BEEN CHANGED KING EAST NOT WEST, NEXT MONTH A TECH SHUT US OFF, SO I PAY FOR THERE MISTAKE THREE DAYS FOR THE TEC TO COME OPEN BOX OUT SIDE THE HOUSE AND TWO MINUTES LATER I HAVE MY SERVICE, THREE DATS FOR THAT CALL, I WAS AND AM FURIOUSE WITH THAT, .MY COMPANSATION IS A 26 DOLLAR REBATE ON MY BILL, LOL AND TO TRY AND EMAIL COMPLAINT FORGET IT ITS SO MUCH OF A HASSLE THAT YOU JUST FORGET ABOUT IT, I DONT KNOW HOW TO GET MAIL ADDRESS FOR COMPLAINTS EITHER. I WAS SENT A SURVEY AFTER I USED THERE ONLINE TEC, AND IY HAD ANAREA TO PUT YOUR COMPLAINTS ETC, I DID IT LAST WEEK AND GUESS WHAT BET THEY DONT EVEN READ THEM NO REPLT, SHOULD I SWITCH TO BELL LOL

NEVER EVER HAVE I GONE OVER MY MINUTES AND THIS ONE TIME I DID BECAUSE THEY DIDNT CHANGE MY FAV 10 PROPERLY MY BILL WAS OVER 300$ AND THEY ARE NOT WILLING TO FIX IT WE HAVE BEEN WITH ROGERS FOR OVER 12 YEARs ? THE CUSTOMER SErVICE IS SO RUDE THEY WONT EVEN LISTEN WOW..

ROGERS CUSTOMER SERVICE SUCKS LIKE ###

Meghan at Rogers talked me into transferring my Fido phone to Rogers. I said I would be charged a penalty. She said no, because Fido was part of Rogers. I WAS charged the penalty, by Fido. Fido call centre "supervisor" named Stella said they were not responsible.. I argued for one hour. Her vacuous response was to call Rogers. I called Rogers. Call centre lackey said it was Fido's responsibility and that she would transfer me to Fido. I screamed not to, that Stella at Fido told me to call Rogers... she said she would transfer me to Fido and did, even though I asked her not to. Then I was put on hold... waiting time over ten minutes and getting nowhere. I lost it at that point, sweating and crying with anguish. Bloody Rogers is soulless. They have no REAL person to talk to other than these low-paid call centre people. Why are we, the consumer, not being protected?

i just got a phone from rogers and when i turned it on ... it froze. it doesnt work and i was just wondering if i can return the cell phone that doesnt work because when i bought it i paid $30 for it because i got it with a plan.. can i go to the rogers store and get a new cell phone for the same price and give back the one that doesnt work?

Rogers can't access your account without your name postal code and password if you have one. Otherwise anyone could go in anyone account and this would be a nightmare. They have to create a boundary.

They do have a complain departement, you have to call customer service, be nice and ask for customer retention. If you are nice with them, they will actually help you.

The best way to get things fix is to go visit the dealer that sold you the phone, they have rep to help them and they can get thing done faster by going to their dealer line.

Also Rogers and I have an angry past with one another. I've been a loyal customer for over 5 years, because I like their phones and I've had nothing but bad luck, bad service and horrible price plans.

I've never been more angry in my life, when seeing a Rogers Wireless cell phone shack in the mall.

I've had NOTHING but bad experieces for the past 5 years that I've been a Rogers customer. I can't say it any other way. DON'T GET THE iPHONE. They are only trying to lure you in. I would wait 6 months until Bell and Telus catch up and change their network paths to the same as GSM/Rogers so that they TOO can support the iPHONE. I'm sure BELL will come up with a way way way more attractive price plan.

So if you do want the phone...then wait. Rogers iphone is the worlds most expensive phone. If you don't believe me then look it up online.

Canadian customers are paying the highest price for their iphone out of anyone in the world. They do however have a smaller bill of $10.00 less that some other countries.

HOWEVER in the long run you are paying over $2, 000.00 for your iphone purchase throughout the 3 year contract. Making it the worlds most expensive phone.

I ordered the iphone on July 12th, the day after the iphone was released. I called and called to recieve information on tracking my package. I was then told that my order was denied because of flawed information in my billing address. (BOGUS)!

I then placed another order on the 17th when I found this news out. The order went through and I received a receipt stating that my package will be delivered within 7 days. It is now the 29th of July and I have NOT yet received my package.

I called in to speak to someone and they said that it could be a gliche and that my order probably didn't go through. I then told them that the $$ amount was taken off of my credit card so it has went through if the amount has been taken off of my credit card.

They are NOW telling me that my order for the 2nd time has NOT went through and that I need to make my purchase in person. They also stated that the amount will be transfered back to my account within one MONTH.

I think they are doing this because they don't want to let out too many iphones before AUGUST 1st because of the limited time offer price of $30.00 for a data package plan that is the equivilent to the $120.00 price plan.

I think they are trying to limited the amount of phones purchased and received during that time so that they don't lose any money.

THATS MY BEEF! Don't order the rogers iphone online. THEY are CROOKS! I've paid over $800.00 with my visa this month trying to purchase ONE phone. I wouldn't deal with the devil rogers ever ever again!

They are crooks, liars and manipulators. I've heard the worst ### in my life...from Rogers representatitves.

Finished my contract with Rogers. Called to switch to pay-as-you-go and will be on next billing cycle a month ago. So, I waited and a few days after the billing period, I tried to call a number and I got "your server provider does not allow this service" or something like that. I called customer service 611 and they checked and found that the ###/idiot in Rogers switched my plan to a Network data plan (Rocket plan which I do not even have a Rocket). I complained and asked to rectified this problem, but it seems that they can only do that during office hours. And, I was waiting on the phone for hours listening to their stupid advertising (spam/scam). If there is another provider has service outside city and do not require contact, it will be good riddance to bad rubbish to Rogers. They can't even do one simple thing right and wasted my hours on the phone. I should send Roger's a bill on my hourly rate. I will see if they will scam money for Network data service which I never ask for in the beginning as I do enable my phone's wifi at home to use Skype via my own network.

I bought a new phone and tried to get a new 3 year contract yesterday. So far it has been 3.25 hours yesterday and over 2 hours today...over 15 calls and reps I've had to deal with JUST to try to get what we had verbally agreed upon as the contract terms! *IT SHOULD NOT BE THIS HARD!*

VERY different agents and different information. Those that helped me saw the problem, were great interpersonally, and fixed it... wait patiently, we agree its fixed...and then I see another new problem has appeared in the fix so I have to call again to another agent and we start all over again. WTF? It was like 'whack a mole'- take care of one thing and another pops up. Verbally everything is GREAT, but getting the contract down has been a true nightmare. Incompetence? Or purposeful?

I have counted no less that 14 'flubs', example of which included putting MY new contract term onto my daughter's number instead of mine (then trying to convince me my daughter should also get this new great plan!), and for some bizarre reason, taking away a very major feature on my husband's phone! The list goes on and on and on.

Needless to say I feel like I can't trust this company anymore and wanted out of my plan. How can I do business with a company whose word means nothing? I called twice to confirm how to exist my plan (its only been 24 hours), I follow their directions, get to the store, and call back an agent (as they told me to do), and I get a completely different story. I'm caught in this sick catch 22 that is of no fault of my own.

I am trapped in cell phone hell now for another 3 years. Thank god my husband and duaghter's plans are expiring soon...we will NEVER go back to Rogers. It has been a true nightmare. Now I realize all the other random 'errors' over time...my husband was billed for 3 months for a 'pager' added to his account, my daughter wasn't put on the family plan and was charged for a data plan but doesn't have a smartphone, and on and on and on.

Alert! Alert! Alter for the new customers!
They are only nice to the new comers but very good at screwed their loyal old clients!

They are just so bad beyond the word. Check your bill constantly please and I was just told by a guy called himself a manager in the president office that what their sales Rep. told you doesn't mean anything, only the bills count... ? That means if you believe what you are told from their rep. but didn't check on your bill carefully yourself ... sorry, you are goanna pay for! We are trapped by their game, ruled by them and operated by them ?

Alert! Alter! Alter!

I just have the same kind of bad experience with rogers cell phone. One month ago I called rogers to cancel my cell phone, the customer representative let me change to prepaid phone and didn't talked about any fee. Based on their pirate rule, I need one month to do this transfer. After they got one more month fee from me, I called them today. They told me there is $50 fee for the transfer, it is definitely a trap. They know me will not accept it, I just canceled my service with Rogers, but they will charge me another month fee based on their pirate rule. Why does Rogers like to make this kind of money by setting traps and cheating acustomer? Is there some kind organization to protect us from this kind of cheating company?

Hope other people can avoid Rogers' traps.

It's only because your a complete nub. Rogers rules! Go Rogers! Yeah!

From: Rogers Fanboy

I am in process of doing a transfer of responsibility. I am to take over a family member's account of a cell phone and the internet, when I was given the run-around with Rogers. First, it turns out the parties involved with transfers should be dealt with on the same call which was never done. I am to be charged a $50 deposit for the transfer, where they wanted credit card info (lt's face it not many people can get a credit card due to the current economy), then was offered the option of doing the deposit in store. Turns out the store doesn't do that; so I had to wait for an approved card. iIfinally get one, now they're increasing the deposit to $100 and that the transfer only covered the cell phone. Another transfer of responsibility would have to be registered by my family member, which means another $100 deposit.
One thing I have learned from this experience - whenever this problem is resolved and the second the contract is over, I'm switching to another provider!

I also spent an hour buying tickets from Rogers video, the employees could not even print me a receipt for the tickets. Then the printer they used was messed up and the tickets look almost forged. I will never buy jays tickets again from a Rogers video store, I would have better luck with a scalper at the gate. What a lame excuse for a store, they are owned by the same company that owns the Rogers center in Toronto where the Toronto Blue Jays play baseball they should be state of the art. The long line up at the register in the store was full of people paying cable, phone and cell bills etc. It must have been welfare day. If I ever walk into a Rogers video store again it will be to soon. I will buy my tickets on line or on ebay from now on!

As soon as Rogers Video released Blue Jays Tickets for the 2011 season, I went the day it came out to buy them for the home opener. I called my local rogers video to buy them and they said their computers are not working and they never got privilages to sell them at the moment, which was fine because i will just call another rogers video. I called another rogers video the next day and they said they have tickets, great! I went there and they tell me their printer does not work, are you kidding me? Youre rogers video! you sell electronics! and you don't have a working printer?! I was upset, but no worry, the next day I called a 3rd rogers video, they have tickets, and quess what? They do have tickets! I was very happy when they told me they everything works. Unfortunately the home opener was sold out, I was furious! I called 2 stores and they could not provide help to sell tickets, wow thank you rogers video. But I did buy 3 tickets to the game after the home opener, and yes we have another problem. Guess how long it took to buy them? 1 hour! They were the most clueless employees I have ever seen, because all 3 employess, yes 3, had no idea how to sell them through their computers. If i can buy stuff on eBay, I'm pretty sure it is not that hard to do to print of tickets, like seriously? So in the end, Rogers Video destroyed my chances to ever see a home opener because of stupid problems. Go buy tickets at bluejays.com

"We let users monitor their own spending in real time, we only occasionally notify them of minute overages as a courtesy ". I've got a newsflash [censored]: your website is useless and if you wanted to provide a courtesy you could start by not charging me a dollar a minute for incoming calls and not telling me about it for 2 months. Also, don't tell me that you don't have a manger until I ask you a magic 3 times in which case you connect to another pimply faced [censored] who offers me "additional courtesies". I don't need anymore courtesy, I need a wireless company that isn't run by sociopaths.

They charged us 200$ to cancel with them when we had NO contract with them... My family should have made a lawsuit against them.

Plus, my contract was finished... That's the funny part of it.

We had bills of 500+$ and they didn't advise us to get a better plan. We asked for unlimited texting and said that they did not give out that service when clearly, my friends had unlimited texting. ROGERS ARE THIEVES... I agree

After a careful review of the flyer i received in my mail and discussing it twice with a sales rep from rogers, i went for internet, cable and home phone with rogers with an understanding that it is free for the first three months. But recently received a bill that said otherwise. I was charged 187$ on my first bill and i was told i have to pay it. when i told them i am under a promo they said i cannot bundle up the promo and it is only applied to one of the services ( the bill had only internet as a free service). I referred to the flyer again which clearly states that cable service would be free for the first 3 months. I took this to Management office of Rogers just to get an an answer that i can have the cable disconnected immediately without any early cancellation but i still would have to pay the bill. I am planning to take this issue to the presidents office of rogers and hear what they have to say on this. I have also written to the Chief Privacy officer of rogers to release notes on my account. I am a simple customer outsmart by a false marketing campaign of the company and i would like to seek a recourse what can be done in this regard

I HAVE A MERLIN X950D BROADBAND EXPRESS CARD FROM ROGERS I AM NOW IN GHANA AND WANTS TO USE THE MODEM. I TRIED TO USE THE MODEM ON A SERVICE IN GHANA BUT ANYTIME I DO THAT I AM TOLD TO ENTER ACTIVATION CODE. HOW DO I GET THE ACTIVATION CODE

MICHAEL GHANA

Rogers has No Heart. In November 2008 Rogers phoned me to ask if I wanted to have my HomePhone at the rate of $19.95 a month. My 1st question was is this a contract, I was told NO, so agreed to the rate without a contract. Now I want to change my Homephone # to my Cellphone which is under contract and cancel my Homephone service. I am now told that my Homephone is under contract. In order to cancel my Homephone service they will charge me $10.00 a month from November 2008 until now. They also said they will charge me $20.00 a month or to a maxium of $400.00 until my Cellphone contract is finished as this would be cancelling my contract. I know for a fact that you can have your Cellphone # change for a one time flat fee of $25.00. We are in a recession and trying to reduce some of our costs. I would like anyone reading this complaint to contact your MPP to ask that we have a choice as to where we can obtain these services without being obligated to use ROGERS or BELL.

If you have any comments please post them on my facebook at the3rdhaddy.

Robert

Rogers service sucks! I was billed for a lost/stolen equipment that I have returned last May 2008 and I had an argument over the phone with the manager, I told them I'm not paying for that cable box. My account was closed and was forwarded to a credit collector. I was forced to pay, and after 1 month, I found the receipt. Since September I've been trying to get back my money, though it's only for $215.00 I am still fighting and arguing over the phone. I've spoke to 15 customer reps. and 2 supervisor and everytime I was promised that a cheque has been sent already and they even took my MasterCard Accnt. and told me that they would credit it back so it will be faster. Did I get my money back? Not at all. I am actually taking this to small claims court, it's not a matter of how much, it's the aggrevation and frustration that these management has put me through. Lies... promises and I know that this money will never be returned to me unless I go to proper authorities. I have advised my friends to be very careful about Rogers and they have to check their invoice monthly as Rogers people are very good in taking money from people. I know I'm not the only one.

I wish I would of done my homework prior to signing up with Rogers... As I have just gone through a very similar frustrating experience dealing with Rogers.
I cannot beleive an organization like Rogers is able to be in business while treating their customers this way.
You are correct in saying that their call centre just don't care :(

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?

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!

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?

A few months ago, I received a call from rogers for an upgrade as my contract was up for renewal. During the call i have agreed to try out the new phone they were sending me only if i were able to cancel at any time with no penalty charges. I was clear in telling them that this is a trial period only. Both the original person I have spoken to and the other agent I was transferred to promised me that i can cancel at any time without any penalties. I made sure they repeated themselves a few times confirming this information. A few months later i called as i wanted to upgrade my phone. It was not working well and i was told that i would have to pay over 400$ for an upgrade. I then asked to have my contract cancelled, i was informed that again i would have to pay over 400$ for an early cancellation fee. Long story short, the manager i was transferred to listened to my call and agreed i was misinformed. She left me a voicemail with this information and asked to call back. When I did, the agent told me I can have a free upgrade. The free upgrade they are offering is not what i want, and they don't want to cancel my account. If I knew, that there would be a fee for early cancellation i would have not agreed to renew my contact in the beginning! I have a friend, who just received a bundle that consists of the following:60$ plus tax a year which includes a free phone, 100 international texts, 6gigs, free on weekends and after 6pm, unlimited text messaging, 300 anytime minutes, rogers TV. The agents I spoke to told me that this is not available for me. am very frustrated, and I'm not willing to pay more then that as not only has this happened to me, but they did the same thing to my mom, and she ended up paying the 400$ cancellation fee as they could not, conveniently find the call confirming she would not have to pay anything. I feel like i am dealing with a company that does not care about their longtime customers, and I feel tricked/cheated into signing a new contract. I want out and I don’t want to pay for that!

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.

In 2008 December, my wife signed up with Rogers for the home phone, blackberry, internet & cable. We had also purchased a PVR and paid in full at the store. She was having statement from Rogers and stated she had to pay for the PVR (which was already paid for in the first place.) After so many phone calls to Rogers and explained the situation, they still send harassment letter to her stating if she does not paid her bill, the collection agency will be involved. The interesting part is what happened to all the conversation that she tried to explain this is a Rogers mistake, why should the consumer suffer due to bad accounting, bad Rogers internal communication and bad customer service? The problem in Canada is the fact that a few big communication companies have all the monopoly, so there is not much options to walk, not to mentioned that the corporation has way too much power. CRTC should seriously consider allow more players in the communication category and may be we will have better run companies to deal with then. Bad Rogers Bad Rogers.

The representitive from a Rogers depot made us believe that we had a family plan that our kids would'nt be able to make any calls other than to us their mom and dad. We ended up with a sixteen hundred dollar bill, thats fraud, false advertizing, missleading a coustomer and also down right ignorant. We requested an end to the contract but they wanted four hundred bucks per phone x 4 phones, what a family plan. Now I find out they do this to lots of families so that boils down to grand thieft so beware of Rogers wireless they will rob your family through your kids

Rogers SMS fleecing
For 3rd time in 2 months I have requested stops to my sms charges from Mobile Messaging guessology. I called both Rogers and M.M. today 22 July and STOPPED again. I got 3rd TM today - 54354 - after stopping again today. Their (MM) escalated no is [protected]. Yet even though I have replied "STOP" and have called Mobile Messaging up and have received promise that they will stop, I am still getting charged. So far in the last 2 months I have received 3 charges of $10 each and another $1.25 for the only message received. A total of $31.25 for charges I did not authorize nor did I play any of the internet games (such as 'test your IQ"). It's high time some governmental watchdog sat up and took notice instead of passing the buck. Once again, this is not only immoral, it is the legalized robbery WHICH HAS TO STOP!

I had rogers cellphone for 3 years. Few months ago, my mom got cable for home on her name, so she thought.

When the cable bill came, it came attached to my wireless bill. I was annoyed so I called them. They said they can't do anything for the current bill but they can make sure
we get separate bills in the future. That is, she would get hers under her name, and me under my name. I thought that was finished.

I get the next bill. My bill comes online. When I check, it seems that my cellphone is under her name. Here's what drove me crazy. I never gave permissions for them to move
my bill under my mom's name and what's worse, now I don't have permissions to open up the account. And when I put my mom on line so I can get my account back, they wanted our social insurance numbers. What do they want with that? They should rot in hell.

I never bought an iphone 4 for my account from rogers and they charged me for it. So when I call them they say i am lieing. I want them to show me the paper work when i signed and bought it from them.

The descriptions of movies should contain a synopsis of the movie, the year it was released and the the actors portraying the main characters.

This Rogers new guide description does not do as it does not tell who the main actors are. This is important even more so than the other 2 as I sure as hell don't want to watch a movie with an actor or actress I can not stand. So smarten up and put this back in the descriptions of the movies.

rogers billing department customer service is useless with a managerial system that leaves you wonder if anyone cares.
these reps are not properly trained and this adds to the fact that there is no proper support that they get from the management.
When you call in for a billing clarification when you have made some changes on your account, you get 300 conflicting information that are just going to drive you crazy. So what i chose to do is to write to them via e-mail with specific questions with detailed information ( question 1..2...3...4...etc... so they have no other way but replying properly to the questions via e-mail . Refused to call in and advised that you do not have time to call in.
Then you can use that e-amail and the reply to it to work without anyone DRIVING YOU CARE (REF: customer service rep) . Good luck

if you end up calling them anyone, and you feel you are not getting help, ask for the loyalty department or to speak to someone higher, so you will know you are going to speak to someone who has been with the company for a good time as compared to the regular customer service reps as those ones regularly fire and replaced for just the matter of luck of a good training and lack of proper management ...

I spent 2 hours on the phone arguing with they rogers reps. I was was pissed off over a bill that i paid to disconnect by phone to switch back to bell. I terminated the service on June 18. It took them ten days to disconnect it. They billed me $20.74 for ten days of service. Which was so bull ### considering there was no active line.
So now 6 months later i received a invoice for $85.52. In which I find out that they sent to collections with out send me a notice. phone thing is that i never received any of the calls or invoices.

So now we have to pay this stupid bill so her credit rating isn't shot to ###. I hate rogers!
I'm so sorry I switched from bell to rogers!

They have the worst customer service representatives .

Reference number: 478131

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This is the information included in your message.

Industry of interest/concern: VOIP
Type of message: Complaint
Your Message: -Cancelled request for home phone service back to Rogers from Vonage in September 2009.
-Received numerous annoying 800- calls from Rogers that I owned them an amount on my home phone service.
-Contacted the number provided and then 888-rogers1 number. No They had no record of a home phone service under my phone number.
-I suspected fraud and called the police, crime busters, OPP phone busters. No reponse back.

-As of Jan 6, still receiving annoying 800 calls and by this point received an invoice from Rogers in Toronto that I owed them for a home phone service. Received two invoices. Once from Nov and another from Dec. I was out of country until recently and am now following up on this with the Rogers 1 800 number with customer service - Spoke with Jill. They have the correct acct no. now, Agent will be calling from Hybrid Rogers telecom. [protected] to advise when account has been cancelled and credited.

Jan 8, 2010 @ 2:28:
-Received call from Roberta at Rogers, [protected] that the service had been cancelled and my account would be credited. My Vonage home phone service stopped working after receiving this call.

Jan 12
-Erica, operator no is 40102, customer service for home phone and digital internet transferred me to the Hybrid Service. I spoke with ?. I asked for reimbursement for all the trouble I have had since September, the fact that my number needs to be released and ported back to Vonage and that I have no Vonage telephone service right now due to their negligence. I have a record of over 80 voice mails in my email from Rogers that I owed them for a home phone service, dating back to September 2009, that no Rogers rep knew about how to stop. I considered changing my number, I called the police, I tried reasoning with the number at Rogers I was being directed to, with no help until now. Here I am with no phone service for a week and all Rogers say they are going to do is correct their problem, without any other compensation for all the trouble I have had? I believe Rogers needs to be more accountable and be penalized for this type of harrassment and mismanagement.

Can you help or refer me to a lawyer who could seek a settlement from Rogers for all the annoyance and difficulties I have had.

Jan 8 @ 2:28
-Received call from Roberta at Rogers, [protected]. Home phone service stopped working.

Jan 12
-Erica, operator no is 40102, customer service for home phone and digital internet. She transferred me to the Hybrid Service, Customer Service. Their direct no. [protected], ask through voice mail to be transferred. I explained the problem to new person for 20 minutes (at 11:30am) and spoke with 632509. ? and was disconnected. Dee, operater no QA60. She advised that I had already been compensated for $127.00 dollars and that I was not to be compensated any further in a manner that indicated that she had no regret for all the difficulties I have received. She said that the disconnection of my telephone service Jan 8 had nothing to do with Rogers and that it was a Vonage problem. Vonage were contacted Sunday Jan 9 and created a ticket to commence Monday morning to have the number ported back from Rogers to Vonage and advised that some times Rogers are reluctant to do this but they thought they could have this completed by Tuesday. It is now Tuesday and my home phone service.

-Spoke with supervisor, Mathew, operator no. Q195. There was nothing that Rogers can do to affect my service with Vonage according to their service. Porting takes my number. He would compensate me for $25.00 on my account. I advised that I would take this issue up with CRTC and legal representation.

Ref: Rogers Home Phone — rogers disconnection of home phone.html

-sent a complaints message to: http://www.crtc.gc.ca/RapidsCCM/SaveCall.asp?lang=E

Called Vonage technical support, located in India, rep: Kamil, ticket no [protected]. According to Rogers as of today's date this number [protected]

Ticket status: Changed. still open as of now. Vonage has not received a response from Rogers as yet, problem has been escalated advanced operations team, telephone number to request to Rogers to have porting process complete. Number is not with Vonage. Rogers has to release the number from their database. I have to wait for two more days. This requries an outage to release the number and put it back into Vonage's database. Put on hold, while he checks something. I have to wait 24hrs, 2 more days for this action to be completed.

I don't understand this disorganization, why it requires my service to be cut, while my number is changed over to a different carrier. CRTC should stop this problem from happening.

Thanks,

Same thing happened to us but because of confusing bill we werent paying for it. They admitted mistake but then when they tried to get the number back from the person who got it he said no so now they turn around and say we never had the number and they never said we could have it back. We are proceeding with legal action and I would advise you to do the same. More people should to stop the Rogers insanity they continue to do.

CHeck with the CRTC what the laws are pertaining to this. Worst case, at least you get to lodge a complaint with the governing/regulating body.

http://www.crtc.gc.ca/RapidsCCM/Register.asp?lang=E

Sorry, here is the CRTC complaints link
http://www.crtc.gc.ca/RapidsCCM/Register.asp?lang=E

Related issue I think you will find interesting. We switched our home phone service from Bell Canada to Rogers. In turn went to try and connect Primus DSL internet, and they cannot find the number. Primus recommended, but laughed and said "good luck", that I contact Rogers and get the CIC (Circuit Identification Code" so that they could activate the line. Rogers refuses to give this information up, and certain that this must be against CRTC legislation, lodged an inquiry. Initially CRTC tells me there is no laws governing internet, but I said I just want my Circuit ID, this is a PHONE issue, and can they refuse to give this info to me. THey are looking into it. In your case, you have a direct phone issue, I would lodge a complaint with the CRTC. Follow the steps on the link. Actually, since you have no phone service you can talk to someone immediately and the phone number will be provided with your complaint reference # immediately completing the complaint steps.

Good luck! Rogers should not be allowed to get away with what they do.

Hi Michelle, I apologize for the difficulties you've had with us.

I'll reach out to you privately so we can look into this and get it resolved.

@Rogers_Chris

That's the one thing i kept hearing and my family and friends have heard from rogers customer service, that we must have missunderstood, or we didn't hear their agents well. I find it horrible that the custome is always blamed for mistakes, and unless the call is recorded, there is nothing you can do!

I urge everyone not to purchase Roger phones from Jason at the Medicine Hat, Strachan store. He texted me and said I was due for an upgrade. I went in the store and said are you sure, it seems soon. On July2, 2021 he said, yes then upgraded me to a 12 Pro Max. After returning home the new phone was not activated. I went back to the store and told him, he said he upgraded the wrong phone, that it was my sons phone that was eligible for the upgrade. I then asked for my 11 Pro Max back and he said I couldn't have it back bc he already returned it.

Since July 2021 Rogers has been charging me for the 11 Pro Max, and the 12 Pro Max. Jason is so incompetent he neglected to fill out the proper form when he returned the 11 Pro Max phone and it doesn't show in Roger's head office as returned. I am on camera returning the phone. Jason the manager gave me a credit of 492.00 in Feb 2022 reimbursing me for the 7 months i had to pay for the 11 Pro Max, and Rogers still continue to charge me for the returned phone.

Since returning the phone Ive had numerous out of country calls on it to Belize and the US. Incompetent store manager but all the customer service reps have been great. They see the problem and urge Jason to return my phone calls.

rogers is really a money eating company. i think people should open their eyes and be careful when they do rip-off in the day time. i suffered and paid more than 1130$ just to get out of from rogers. i am immigrant, i don't want to have a problem. i suggest all the immigrants. never take cell phone from rogers for contract basis. if u take beyond this, i am sure to expect ur comment in 3-6 months time below my comment stating that i am right. good luck immigrants... watch out from rogers...

I AM SO MAD RIGHT NOW!

Phone Purchased Dec 15, 2007 even though the rep said since it was a Christmas gift that warranty would be from Dec 25, 2007 (LIE #1) from this store - Rogers Wireless in the medicine hat Mall [protected]

At the start of December 2008 the phone started to act up, power off suddenly, wouldn't send and receive picture texts, etc. Was on the phone with tech support for an hour or more trying to fix it and then they said to take it to the store for repair.

Went in Dec 29th because, well stores are closed somedays over Christmas, etc and we were away for holidays. But went in as soon as we could. Told them I was on the phone with tech support, etc and told me to bring it in. They said it was purchased Dec 15, 2007 and was off warranty, but that Motorola extends the warranty a couple weeks. I said that fine, plus mentioned that whoever sold it to me said the warranty would be from Dec 25, not the 15th. So that means it was only 4 days over warranty. So they sent it away saying it was under warranty (Lie #2)

So I sent it away, they call me to pick it up, totaly wrong phone. Slightly disappointed but I give the benefit of the doubt. I get a call today saying the phone is in, and it will be $150. This is the excuse they gave me, its not when you drop the phone off, its when the repair depot gets the phone. THATS THE HUGEST LOAD OF CRAP I EVER HEARD. the repair depot is in BC, what Im supposed to do, drive there. I don't care how they decided to get it there, puralotor, airmail or carrier pigeon, or if mail is delayed because of the holiday season, but its when you return it to the store, thank you very much.

So now basically they are holding my phone hostage. I called customer service and they said they cant do anything with the store directly. They said something about a hardware upgrade, but that would be $130 but then it wouldn't be the phone my wife sent in. So really this isn't a solution, as the phone my wife wanted isn't being given back to her

Is it common practice to have Rogers stores lie right to their customers faces, or is it just this one in general.

So Im asking now, what's going to be done about this. Every customer service rep today said they cant do anything about the store. is it in Rogers best interest to have a store that lies to customers. Lied to twice basically. Like i said above, I will take my business elsewhere and that store can take that phone and shove it somewhere.

My solution is, give me my old phone back, no cost to me. DONE Thats the simplest solution to keep an 8 year customer.

I am having the similar problem... they don't care about their customer but the money their customer brings... I've been past due 4 days on my account and received a phone call they will suspend my account.

I agree with the complaints that I have read regarding Rogers. I had a very frustrating and upsetting experience not many months ago when I recevied a call telling me that my credit card wasn't valid. I had received a new card from my credit card compnay recently. I tried to change my credit information on the Rogers Web site but continually got " site is not working" messages. I called the customer service number to clear up the confusion but received arrogant and abusive teatment. It took several phone calls and much frustration before they understood I was not trying to "scam them". In the end I had to pay a double payment and listen to more BS than anyone should have had to endure. I am a 30+ year customer for my TV and INTERNET service. Have never missed a payment. Did that matter ... NO!

I have to agree, acting on behalf of several commercial accounts using Rogers for all of the services. Rogers do not care about their customers at all, residential or commercial. I have found them to be the second worst company in Canada to date. If you have an option take the other, if you dont, make sure all agreements are in writing.

Hi there, I had a bad experience talking with one of your representatives today by the name of Cashalene batch number 6668999(as she claimed to be!). She was very rude and arrogant on the phone. When I asked her why is taking her so long to calculate a simple task she answered "do it yourself" in a very rude manner! She hesitated to connect me to her supervisor and put me on hold forever. I would like to see an action taken as the result! Please train your staff professionally! We deserve to be treated respectfully, since we pay a high price for your services!
Regards
Parvaneh Oveisy

I agree with every complaint above regarding Rogers. Moreso, Rogers customer service is what you call pathetic. More competition should eventually knock Rogers and Bell in line. I am never going to sign up with Rogers or Bell again. I would rather go without a home phone until I have completed my research into other service providers who are not affiliated with Rogers or Bell.

Darn Rogers! They're worst than thieves. I got my Rogers home phone AND Internet disconnected without my authorization two days ago. Had to call them and the excuse they gave was that my service was downgraded and that they had to disconnect it. What the heck means downgraded and who requested to have our service downgraded without the payers' consent? We told them off clearly that this kind of service is totally unacceptable and that they should not treat customer in this way. The customer service guy told us that these mistakes do happen sometimes and that they'll fix it right away. They came the next day and reconnected everything. And yesterday, I received not only one but TWO letters in the mail from Rogers stating that a request for disconnection has recently been made. The name of the Rogers rep was printed on the bottom of the letter basically to call him to sign up for suggested packages/bundles for 6-months deal type of thing. This is their way of stealing from people; always make additional charges on your bill; takes forever to get someone on the phone; makes stupid excuses to brush off customers; tells you to pay the full amount and that they'll give you a credit for the next month (which does not always happen).
I really miss those days when both Shaw and Rogers were both competing. Hopefully when Videotron enters Ontario, that'll make Rogers to treat customers better.

Rogers are real thieves. They charge you additional fees, partial charges, change bill periods etc.. .everything in order to sreal our money.
When I asked them to cancel my home phone line (middle of November), they told me fine, you don't have to pay anything.
But next bill, they charge me full price for full month of December plus $43.50 fees for disconnecting their service + $130 equipment charges...
When I called them, they put me on hold for 30 min, then rep after listening to my complains put me on hold, I waited 40 min! (it's true) and than they simply disconnected.
I called again and they put me again on hold, I waited again at least half an hour...than Rogers rep told me that I have to pay all charges because I have to give them 1 month notice if I don't want their service anymore. (why not 1 year!).
Advise to everyone "Try to avoid Rogers by any means"

Yes! i`ll never let Rogers take a peni from my pocket! event cable tv and internet, ow i using PRIMUS internet, mostly better. unlimite usage date...ROGERS SUCKS!

i am tired of the echo, the dropped calls and friends trying to call and being told the number is out of service. ROGERS SUCKS!

- 911 AND EMERGENCY SERVICE NUMBERS (ambulance, police department, fire department, etc) WILL NOT WORK WHEN ROGERS HOME PHONE EXPERIENCES TECHNICAL PROBLEMS. Our Rogers Home Phone has (this time) been out of service for five days (due to an 'outside box' it was eventually stated). That means, for over 100 hours, no incoming or outgoing calls can be made from Rogers Home Phone-- i.e. if there were a fire or serious accident that required the fire department, the police, an ambulance, no calls can be made. (We have two small children.) Rogers Communications states, after chasing down a 'customer service executive', that in the fine print of the Rogers Home Phone contract, it states that emergency numbers will not be available... as if that absolves Rogers of bad service, of incompetent technical support, and indifferent customer service.

- IN SIX MONTHS OF SERVICE, ROGERS HOME PHONE HAS BEEN DOWN COMPLETELY 4 TIMES. For 8 hours, 16 hours, 24 hours, and recently as long as 5 days. Additionally, there has been intense noise on the phone (radio station), so loud it's sometimes hard to hold a conversation. Each time technical support comes (to once again swap out the modem) we have to wait for them to arrive 'sometime between 9 am and 5pm.) Most recently, when the tech guy arrived, he didn't buzz a neighbor (as explicitly instructed) and didn't come in to fix as he stated 'he could not contact the customer'... of course, that was because the Rogers Home Phone was down.

The reason for this blog is to let anyone know that Emergency numbers will not work with Rogers if there are problems-- this should be stated in all their publicity and promotions, not buried in the fine print.

-IF YOU TAKE BUSINESS CALLS OR DO BUSINESS AT HOME DO NOT USE ROGERS HOME PHONE. You will be unable to receive important business calls. You will be unable to buzz in customers to take meetings at your live/work space if the phone cuts out.

-IF YOU LIVE IN A CONDOMINIUM OR APARTMENT WITH AN INTERCOM OR BUZZER, DO NOT USE ROGERS HOME PHONE. The phone connects to the intercom/buzzer. When the Rogers Home Phone goes down, you will not be able to use you intercom or buzz anyone into your building.

-ROGERS CUSTOMER SERVICE IS EXTREMELY BAD It took 3 hours on the cell phone one day to finally reach someone in authority in customer service. I was passed on, disconnected, put on hold, past the wrong departments, told their was only one manager on duty (one!), etc etc. Eventually I called the head office. On this occasion (when our phone was done for 16 hours), the customer service rep was okay and listened to the problems, solutions I suggested, etc. HOWEVER when I recenlty called with the ongoing 5 DAY OUTAGE, the person I got at customer service initially made it sound like 1) the phone problem didn't exist and if it did it was my fault 2) that Rogers has been providing service so good that there is no room for improvement (and had no need to listen to customer complaints or suggestions) 3) His response was, when I said "If I go to a restaurant and get horrible food and service, the manger comes and admits the food and service was bad, and corrects it", his response was... wait for it... "We're not a restaurant".

-MORE BAD CUSTOMER SERVICE: Suggestions ignored, dismissed, belittled: such as providing an emergency cell phone (with liability waiver) until the problem is fixed; faster troubleshooting; a SIMPLE ADMISSION THAT THERE IS A PROBLEM; statements that 911/Emergency Services not working when the phone is down should be stated on ads--like disclaimers on drug ads, etc--; pro-active not argumentative customer services (i.e. "let me credit your account for the problems" vs implying my complaints are invalid), etc etc.

-DO NOT USE ROGERS HOME PHONE SERVICES PROVIDED BY ROGERS COMMUNICATIONS IF YOU WANT: a reliable phone that won't cut out unexpectedy and completely; 24/7/365 access to emergency numbers like fire, police, ambulance, 911... at least with Bell, you can always access 911 (even if the power is out); good customer service

I was offered a 6 month trial phone with Rogers. When I was called by them I was not advised of any restrictions about cancellation in the future. It took an extra 2 weeks to get my hook-up so instead of the billing starting at the first of the month it was to be from the 12th of the month. I was not happy with the phone service and went back to Bell. Rogers then billed me from the 1st to the 12th of the last month at the regular price which was not correct. I was not advised that I would be billed until such time as I returned the modem to one of their locations, even though I had talked to customer service on a number of occasions. I took the modem back the day I was informed of this and still cannot get them off my back. The service from this company is one of the poorest I have ever had the displeasure of dealing with. As I said - they called me for phone service I did not call them...

Good luck to anyone who deals with this company!

Rogers home phone is awful. They give out your personal information to third parties, who in return call you on your new Rogers home phone and either hang-up, causing you to call back long-distance and being charged for it OR someone claiming to be from Rogers asks you to disclose all your personal information.

The company that calls you 24 hours a day, 7 days a week is called TELEPERFORMANCE. They called and hung-up on me at least 5 times a day. When you call them back it saids that their voicemail is full and Rogers claims to know nothing about this. I have read on various message boards the same complaints about Rogers. They have made my life a living hell; I refuse to pick-up the phone because of this TELEPERFORMANCE Company that won't stop calling me.

Also if you try canceling, Rogers will charge you a fee for early termination and Bell will charge you another fee of $55 as well as you will have to wait 10 days until your re-connected with Bell

In Summary, DO NOT go with Rogers Home phone, you will be harassed on a daily basis, receive brutal customer service and be charge for returning long distance calls with no explanations. I have reported my experience to the better business bureau and I am switching to another phone company. Worst experience ever….A total waste of time, energy, and money.