Rogers Communications

I am into my second year of a two year Rogers contract with their Rocket Stick.
About a month ago I called their customer service department to look over my billing to see if I am in-line with the usage I signed up for because I thought my bill was too high.
The customer service person re-evaluated my bill and made me aware of a change to the contract I originally signed up for, advising me that I have been over-charged by $10/month for the past 10 months.
She was kind enough to adjust my bill with a credit. I then went to use my stick a few days ago and realized that my data plan had been cancelled. After several calls to Rogers and several hours of being switched from person to person, I finally got my plan working again.
My complaint is the following:
If I hadn't used my stick, I would have not know that my data plan had been cancelled, but I would have been billed on a regular basis.
And my second and more important complaint...how many other customers are out there and in the same situation as myself?
I took it upon myself to have my account re-adjusted, but how many customers out there are paying that extra $10 every month?
I asked the customer service department that question...their response to me was "We can only make those changes if they are brought to our attention".
How sad is that! A company with the technology of rogers cannot find a way to track down all those customers and credit them?
If you know of anyone out there that has signed up for a Rogers Rocket Stick contract in 2017, please forward along this information.

well I sent them payment for 2 accounts and they calle d me and said send the whole amount and then had a law office write me letter saying they want me charged for fraud and now they say they will not offer me service till all bills paid for and then now want me back as a customer all I can say is forget it U wont get me back after the bills are paid but hard to pay off when U refuse the small amounts like 50 a week or a month or 75.00 so ur loss not mine I tryed to make arrangements folks be aware they are scammers and herass.

I've been paying for a Rogers Pay-As-You-Go cell phone for my mother for about 6 years. She is elderly and this allows her to have a "lifeline" if she is out of the house, but she does not use the phone very often. A couple of days ago, she tried to make a call, but it indicated there was zero balance.

Checking the Rogers web site, it showed that up to early February, 2010, there was about $109 on the phone, and I had it set to top-up from my bank account every two weeks. In early February, Rogers, without explanation, cancelled the entire balance. Furthermore, they happily accepted the three payments from my bank account made since then, but cancelled this balance the very next day.

I contacted Rogers by phone, but they simply put me on hold for 20 minutes then hung up on me. Next, I tried their web "customer service" and was informed that they had changed the minimum top up to $20. They had my mailing address, my e-mail and the number of the cell phone, but made the conscious choice to not inform their customer so that they could steal the $109 on the phone account, and furthermore accepted the top-ups three times and immediately cancelled the balance without informing their customer.

Poor customer service can only be pursued as a civil matter, but accepting these three payments and failing to provide any service whatsoever for these payments transforms this to fraud - a criminal matter. That is how I will pursue this.

I never agreed to having Trivia questions. Have been billed for them since November on my cell phone bill. Every time I received questions, I deleted them and did not know I was being billed for them. My husband pays the bills and I discovered these charges when I looked at the bill and wondered why I was being charged. I hate Trivia questions and would never sign up for such a thing! Why have I been billed for these questions as I want nothing to do with them?

The moral of this story is: Check your statement, and check it completely. Rogers Wireless is ohhh so sneaky!

Most Recently.
I purchased an iphone on contract from Rogers. The phone broke and aftera two week delay (they cited replacement shortages), the sent me a broken replacement.

I called, complained, and they sent out a replacement for the replacement by Canada Post. I promptly packed the broken replacement in the same box and shipped it back the way I got it. Turns out, they claim they never received the phone and according to their records, the packing slip was for Purolator or some other delivery method.

They sent me a letter saying they hadn't received their broken replacement, and would bill me up to $600. if not received within 15 days. After 15 days, they charged my account $750. Yes, that's a $750 charge for a phone that never worked, which I sent back to them!

The real rub here is that I have no choice but to pay for a broken phone that I never wanted, and gave back to them too, in order to keep my phone service connected. lol.

Before this latest incident, Rogers has been billing me monthly for text messaging. Some months, my text messaging fees were as high as $125., and I averaged about $80/month in text charges over a two year period. The irony is, I had added the unlimited text messaging service to my plan and they were also charging me monthly for unlimited text messaging. Approximately every three or four months I would have to call Rogers and spend an hour going over my statements with them, and request a refund for the overcharges. And then like clockwork I would call back again and complain because they conveniently forgot to adjust the interest and tax charges accordingly. This went on for nearly two years. No kidding. In total, nearly $2, 000 in text messaging overcharges.

There's some good news to this story though. Since Roger's wireless tipped me off to the fact that Rogers is proned to overbilling, I also took a look at my Rogers Cable Television Bill and discovered that they've been charging me for additional cable outlets that don't exist, and they've been charging me these fees for over three years.

PAY ATTENTION TO YOUR BILLS PEOPLE!

I spoke with a Rogers Wireless rep this morning about "saving money" on their Family Plan. The rep assured me there was no renewal of the term. When I went to the Rogers Wireless store to complete the transaction, I was told I would have to renew my contract for three years. I left the store and called Rogers Wireless again, this time I was told I would only have to agree to a three year data plan for both phones on the Family Plan. As we worked the numbers it was obvious no money would be saved by using the "Save money with Rogers Wireless Family Plans" as stated on the web site and promised by Rogers Wireless Reps. The $100 dollar plan would cost $40 dollars more than simply using separate plans. The obligatory three year term comes with no subsidised phone, accessory or any other value added consumable. And all other "Competitors" have exactly the same tricks and prices?
This is price fixing plain and simple. This is bait and switching and misleading advertising. Should I call the police? our Government is turning a blind eye.

The Rogers Video Store in my neighbourhood have sent my file to a collections agencies no less than 3 times since the Spring of 2009. The reason for my being sent to a collections agency is because they claim I failed to return DVDs. The irony is, each time I received the letter notifying my I had been taken to collections I immediately had the Manager of the store go to the shelve himself and retrieve the DVD.

I all cases the DVDs were found on the shelf and I was sent to a collections agency for no reason at all. I have now a record on my Credit Report that I've been reported 3 times to an agency. Thank you Rogers.

I attempted to contact a headoffice for Rogers Video, only to find out that I (the Customer) am not permitted to contact Rogers Video Headoffice myself. I need to submit an email and they'll contact me. Well, tried that twice and the 'headoffice' didn't have the courtesy to contact me at all.

Today I went in to rent some titles and I have more charges on my account. I paid the charges, pending a discussion with the manager so that I didn't get reported to the agency again. The odd part of this situation, the DVDs were returned on the system within minutes of them being rented again.

Customers beware of Rogers Video and the smugness of their employees. You're going to get ripped off and you're going to have to pay for it for a long time.

As it stands now - I've made arrangements to move all of my business (Cable, Phone, Internet, Cell Phone) from Rogers Communications to a competitor willing to exceed my expectations as a Customer.

I was outside Canada until September 4th. I activated my cell phone exactly at 4pm same day.
When I received the bill for my wireless service a was shocked there was 43 sms sent from Canada to US. I called them and I said I didn't send them. I asked for the date of sending IT WAS SEPTEMBER 3rd. I was really shocked. My phone and my SIM card were with me all the time. I was able to cancel these charges, however it happened again in the next billing cycle but on a smaller scale. I got now only 4 sms from Canada to US TO THE SAME NUMBER. I called them again and was able to cancel it. HOWEVER, they said it is the last time they will do it.
What the heck is wrong with them, first they charge me for services when I was outside CANADA and then the same thing happen and they tell me it is my responsiblity. THEY ARE TOTALLY ILLOGICAL they want to charge me for service I didn't do. WHICH is very clear that is there own fault.
IMAGINE, I WAS OUTSIDE CANADA and SOMEHOW 43 sms were sent using my cell phone.

HORRIBLE CUSTOMER service and HORRIBLE Company. AVOID it if you can.

I received my visa bill a few weeks ago and found out that Rogers had billed me over four hundred dollars on my VISA bill. I had upgraded my service but some idiot at the company made a mistake and charged me a whole bunch of cancellation fees, even though I am still with the company. After many long phone calls I finally was able to to convince the idiots that they were wrong. So they credited me with over three hundred dollars in a refund. However, I was told by one of their agents to call my credit cardit card company and get them to return the money to my account. When I called CIBC visa, the lady laughed at me. She said Rogers have to put the money back on my card. When I called Roger's back, it seems as though it is a hugh prolong process to get them to put money back on your credit card. It's like they are doing you a big favor. They want to keep the money and not bill you for the next few months. This company is the worst to deal with. Half the idiots there don't know what they are doing. They put you on hold and run off to talk to someone. They will quickly bill your credit card but put you through the wringer to get your money back. I am still waiting on my refund. Bottom line: never give these idiots access to your credit card.

I was told by both rogers and fido retail workers that I would not be charged to switch back over from fido to rogers. I've was with fido for over a year, signed a three year agreement with rogers, kepted the same phone number, name, address with rogers and this is what I'm told is the way, not to be billed for switching. I had my bill added to my boyfriend's. Why not get one bill instead of having two sent to the same house. Especially when you are told by rogers retailer that will be no problem with fido. To find out that was not true. The sent a bill for over $400 because I did not have a separte billing. I called and had both of the retail stores called fido they were told everyone to bad we won 't do anything. Everytime I called the call center people were completely ignorant, except for one guy and two retailers. (talked to 7 people) More than half being rude is not a good sign. In my personal opinion fido and rogers call center, managers, and supervisor are not properly trained in good customer service or even there to try to help you, when their own employee's screw up!

*IN MY OPINION BEST OPTION IS NOT TO GO WITH ROGERS OR FIDO THEY ARE THE SAME COMPANY AND I PERSONALY FEEL LIKE THEY COULD CARE A LESS ABOUT THEIR CUSTOMERS! MORE PEOPLE SHOULD COMPLAIN TO THE BETTER BUSINESS BUREAU SO THESE COMPANIES STOP MISTREATING THEIR CUSTOMERS

these stupid idiots that work at I Core are really stupid and very unprofessional idiots. Some one purchased a cell phone from rogers canada under my name for over $800.00 and I have told them over 20 times that I did not order the phone and they continue to call my cell phone at least 7 times a day It is time the police were called in for harrasment this is enough Gerald Bloch Regina Sask

I recently signed new wireless plan from a Rogers phone rep. I spent 18 minutes on the phone getting the plan and cost explained in detail because it would be a corporate billing plan. Two days later my blackberry can as promised via ups, but the plan and cost did not jive with what was discribed to me over the phone. I called back to customer service and they could not trace back who the person that talked me to verify the plan and cost, I find this very strange, poor business practice, extremely poor management, misleading, phone taping is only used if its in Rogers favor and not in the customers. Has anybody else tried to complain about Rogers through the customer service contacts. I have and It's next to imposible because of all the dead ends you get from costomer service. I think that the CRTC should fix this and make rogers more liable with what they say and do, very poor business practice, YES I will go to another cellphone provider.

My bill was $345. I spent 1-1/2 hour on the phone to Rogers Customer Service to have the bill reduced by $350. That's right - Rogers had made $350 worth of incorrect charges over a 3-month period (and we didn't go back to the previous months - perhaps I should have!).

To their credit, when I persisted, these charges were corrected. However, that they made those errors in the first place is inexcusable.

The errors: "Roaming" charges when I was in my local calling area. "MyFive" not being picked up. The biggest single error: $190 for a "Plan Change" when I had retained the precise same services since the plan began.

These errors are inexcusable. Although the billing charges were corrected, I'll never get back the hour-and-a-half that I spent on the phone, nor will the relief of the charges equal the stress of the Rogers Experience.

Rogers Communications Inc. does not give a hoot about their employees. In Rogers’ highest profit year, Rogers laid off hundreds of people. It was such a sneaky little secret. Not one word about any of the layoffs in June and November 2007 could be found on Google. Neither the public nor the media knew anything about it.

The very jobs Rogers got rid of - the same exact role was posted on Rogers’ website but in another region. Those people were not even given the option to relocate. In fact the year Rogers made such a profit (reported revenues of $2.5 billion and operating profits of $900 million laying the groundwork for returning increasing amounts of cash to shareholders by more than tripling the dividend), Rogers had 300 jobs advertised (so there was no shortage of work) and all those people Rogers laid off weren't considered for any of those jobs. Rogers does not have an employee-friendly layoff policy.

Even your boss will reassure you that your job is safe. However my boss, oh yes, reassured me my job was safe. He knew I would relocate at a drop of a hat and even at my own expense but nope. All of a sudden he dropped off the face of the planet a month before I was laid off. He didn't return my calls or respond to my emails. He did send out an email saying he wanted a status of all that is on my plate and for me to place all my files on the network. Hello, like I don't know what's coming? Even benefits were cut off before a person was actually laid off and to be told you no longer qualify for the discount as the computer says you are not an employee. Do I need more evidence to convince me to trust what my boss told me was true?

The local VP sends an email to everyone in the BC region a week before the layoff saying that we are all to clear our schedules on such and such a day and between 9 a.m. and noon and be sitting at our desks. What happens is if your phone rings you are called into a meeting room with two HR people, handed a letter, asked to turn in all Rogers property within a week, can go home right away (as Rogers had a taxi slip to take you) or finish up and stay the remainder of the day.

Everyone in the office knew the axe was about to fall. One after the other you can hear a phone ring in this or that cubicle then you figure by the names of those called they are doing it alphabetically. Your mind starts panicking as they are coming closer to your last name in the alphabet. Your heart is racing. This is your livelihood and independence Rogers is taking away without any warning. Your mind can’t think straight for the whole week before the day you are supposed to be at your desk. You can’t function. You aren’t productive. You live with fear. I can understand now how some people can go crazy agonizing over Rogers contributing to their downfall. It was horrible. You hated Rogers for setting you up for that fall. Oh boy, the week that led up to this agony of knowing you’re a goner makes people mentally ill of stress and fear, Rogers HR didn’t that into account. Then the crying begins, the loud voices of those shocked and complaining, people carrying boxes of their personal belongings, men sniffling at the elevators with backs turned to you to hide in shame, others walking around with their heads down unable to look anyone in the eye and then you knew their phone rang, people walked hard stomping on each step taken and you can tell they were pissed. Those that weren't called were shocked to see some of their colleagues called. Those who weren’t called were gathered in the washroom whispering and laughing and silently cheering at hearing others (they personally didn’t like) were canned. It was public humiliation done during business hours with most of the personnel in the office hiding in their cubicles thinking that huddling together they would be overlooked somehow, not a chance. Rogers HR was cold hearted and calculating and untrustworthy and sneaky. It was my first experience and it disgusted me how we were treated. Where is organizational justice? This is when I become a staunch supporter of unions. Rogers definitely needs a union to protect the employees as management didn’t give a God damn whether you had a mortgage or were a sole provider, not one thought was given to what the employee will have to face mentally and emotionally and financially. We all were ambushed by Rogers HR, nothing was above ground, they could have met with each of us individually to discuss options but Rogers HR did not give even one minute of their time to help the employee stay, even offering me a job in any other role in many of their other owned divisions (Rogers Cable, Rogers Telecom, Rogers Wireless, Rogers Media, Rogers Publishing, Rogers Broadcasting, Rogers Sports, etc.) where there was tremendous job opportunities locally in the call centre and with Fido and with Rogers Video even if it meant a cut in my salary. It was still earning a living.

Rogers’ HR role is supposed to be to support people. When laying people off, Rogers HR made no examination of all other available alternatives including separation of temporary employees, delay in the filling of vacant positions, position re-design, work unit re-organization or job sharing. Each Rogers’ department facing the layoff should be obligated to make every effort to place that employee either within or outside of the department (or region) prior to the effective date of layoff but Rogers HR did not work to the benefit of the employee. Rogers HR did not show the employee was valued by the mere suggestion of giving the employee an option to fill another vacancy in the organization whether locally or nationally. This would give the employee a feel that they were partnering with Rogers for a win-win alternative. It is a disappointment Rogers HR could not afford 1-hour to discuss other possibilities after 20 years of service. Rogers acted like the landowner treating the employees like slaves to the whims of Rogers’ corporate insensitivity.

During the severance many employees took it upon themselves to apply online and some must have found more than 10 jobs that they would be willing to work at. Do you think they were contacted? Not! It didn't matter if an employee had raises and bonuses and exceptional performance report cards and proved their integrity and work ethics or brought in million dollar accounts or worked every night and on weekends (without overtime being paid by the way) to get the job done or being with the company 20 years or even if their file was filled with commendations. None of this mattered and did not account for some leverage compared to the unknown new hires.

So here we are, hundreds laid off when Rogers was earning their highest profits. Ted Rogers donated $25 million to Ryerson too. However what made the Rogers successful are the minds and ideas of the employees - who, by the way, are required to sign a confidentiality agreement that whatever ideas they contribute to the success of Rogers belongs to Rogers. I guess Rogers never did get to see that 1949 movie called ‘Fountainhead’ where Howard Roark delivers his closing statements in his own defense which goes like this:
*****
… The creator stands on his own judgment. The parasite follows the opinions of others. The creator thinks, the parasite copies. The creator produces, the parasite loots. The creator's concern is the conquest of nature - the parasite's concern is the conquest of men. The creator requires independence, he neither serves nor rules. He deals with men by free exchange and voluntary choice. The parasite seeks power, he wants to bind all men together in common action and common slavery. He claims that man is only a tool for the use of others. That he must think as they think, act as they act, and live his selfless, joyless servitude to any need but his own. Look at history. Everything thing we have, every great achievement has come from the independent work of some independent mind. Every horror and destruction came from attempts to force men into a herd of brainless, soulless robots. Without personal rights, without personal ambition, without will, hope, or dignity. It is an ancient conflict. It has another name: the individual against the collective …
*****

Rogers does not provide reference letters. When an employee tries to get a copy of their personnel file through the Privacy Act, Rogers withholds performance documentation. Then the employee has to file a complaint with the Privacy Commissioner because Rogers HR is not respecting the local law to release all information. So when a future employer asks why I left the company and I tell them I was laid off, they didn’t hear anything about the layoff (and they tell me this) and I find myself having to prove I wasn’t fired for cause. Rogers did not help mitigate the time it takes to locate another job. I did not have any performance reviews / commendations, etc. that could have been a part of my portfolio to list my achievements.

Writing to the Minister of Human Resources and Skills Development asking why the government does not hold companies like Rogers accountable when Rogers falsely and misleadingly wrote on the ROE (record of employment) the reason for the separation was due to ‘shortage of work’. Mandatory standards are placed on recipients in order to qualify for Employment Insurance when quitting a job to mitigate the loss of employment. Yet why isn’t Rogers held accountable when Rogers sends people to the poor house rather than help the economy by re-training and re-locating employees especially when Rogers is in a position to do so? You tell me how Rogers is socially responsible? Rogers taught me that commitment is not reciprocated.

Rogers’ website states "At Rogers, we value our employees and the contribution they make to meet our company's goals".

Two months ago I noted that what should have been a ~$200 credit appeared as a charge on my Rogers invoice. I called the customer support number and was told that it would be rectified on my next invoice. Surprise! - no such correction appeared, so I called again, and again was told that the correction would be applied prior to the invoice being billed to my credit card. Once again, no correction. Yesterday I called customer support and, after wading through the platitudinous drivel that Rogers insists their representatives spew, I was told that "Revenue Assurance" had cancelled the correction. I then asked to speak with this person's supervisor...he refused. I next asked to speak with someone in Revenue Assurance...apparently no such connection exists for customer reps. Finally, I asked him to find me contact info for their complaints department. He was unable to do so.

Rogers is the most unresponsive corporation I have ever had the displeasure of dealing with. There is no apparent and readily accessible avenue for appeal of billing disputes. Of course, what else could we expect from a company that introduced "negative option billing"?

Just got off the line after struggling with four reps working for Rogers Cable (July 2009). One of the reps even asked for my wife's drivers licence number which is an invasion of private information as far as we're concerned. My wife has received three calls in the last three days for a bill of $66 which is 7 days overdue. We have also found in the past that Rogers has tried to bill one month in advance and is still trying to do that to this day. Imagine the profit in that if they are actually getting it from a half a million people in Toronto.
We we're harrassed by a bunch of people marching around our apartment building a couple of months ago trying to sign people up for more services from Rogers i.e. telephone/cellphone. In my work I regularly talk with technicians working for Rogers and mentioned to a technician that people had been going door to door in my building. He informed me that the forms that these canvassers were using were at best misleading and that some people who thought they were signing to not have any more services were in fact signing up for more!
A technician also informed me about 3 years ago that he didn't know how much longer he could afford to work for Rogers. As an example he told me that he used to get $24 for an internet setup and is now only getting $8.
With Rogers Cable EVERYTHING IS FOR THE ROGERS FAMILY and be damned with the rest of the world.

Beware of rogers free promotions; if you get free promotion activated; they will activate from *any* date or time you request, but when you call to cancel; they will not cancel until your billing cycle is complete; means you will end - up paying for the whole (Next) month/cycle if you miss to call or cancel a day before your free promotions ends. Rogers cs reps simply make an excuse that their accounting/billing s/w does not allow calcellations or deactivation middle of the billing cycle, but how come they can activate any date/time regardless of billing cycle.?
- a very disappointed (Again) customer on rogers' policy / cs invoked at-will by rogerscs.

My husband and I both went to Rogers and signed contracts for Pay As You Go (this was less than a month ago). We then both started to receive pre-recorded calls from [protected]. I hung up when I received them (Rogers has charged me for these incoming calls).
My husband was more patient and hung on and eventually spoke to someone who asked him "is that x" and he answered NO; "is that y" ... NO, I'm not sure if it was a person or a recording which responds to "NO"
I also received a pre-recorded call from 121 [protected] claiming to be from Rogers, and that I should press 1 to claim my gift. (Rogers charged me $1.20 for this call)
Somehow our details have leaked out.

On June 2nd my partner went into the Rogers store at Devonshire Mall and dealt with one of the associates in there. The nature of business was to activate a portable internet service. It was easier to go to an actual store so that the DSL modem could be picked up immediately, instead of having to wait for Rogers to mail one if done over the phone. All in all, the associate (at that time) was professional and he did the job well. Rogers had (and has) the one month no contract fully refundable promotion for this service. This was a very important selling feature since it's hard to know what to expect from an internet provider whose service you have never used before. After setting it all up at home - we discovered that the service was decent. Within a few days, the service become slower and slower, until it got to the point that it became slower than dial-up (really, I'm not exaggerating). We knew it was not a hardware issue, since the cable internet prior was working flawlessly (canceled due to high cost). So, throughout the 29 days of using Rogers Portable Internet, 4 calls were made to them regarding slow/totally dead connection. So, today, July 1st, we returned everything to the same Rogers store for a refund. The same associate was there and he "helped" us. So, my partner explained to him why he was canceling, and the associate very cynically asked "why did you wait exactly 30 days to bring it back?" starts to shake his head in disapproval, and states "you kept it for exactly 30 days before you brought it back!" - he was not concerned about the customer, no, he was being very condescending and he was clearly patronizing in demeanour. I asked him "is there a problem?". He ignored me, and his associate standing behind him said "don't worry they will check how many GB he used - he will be charged". Clearly they assumed that they were being scammed so they were hostile, but firstly, we were not circumventing any rules, and secondly, even if we were, a customer service agent working for one of Canada's largest and well known companies should exhibit a bit of professional decorum, and not treat any of their customers like criminals. We walked out very upset, but we did not cause any issues in the store. As I write this, my partner has already contacted Rogers HQ and has formally launched a complaint.