Canada - M4W1G9
I've been using Roger's wireless service for 10 years, with three wireless phone plans costing a total of $200/month.
Over the last few months, ROGERS consistently added $12 - $28 onto my bill claiming that they were international text messages.
I keep all text messages sent in a folder on my phone and after reviewing them (every time I receive my bill with the extra charges), there are no number in there in which the phone numbers were long distance. They charge me for 60 - 90 international text messages to the same number which is NOT even RECOGNIZABLE to myself or to their computer system according to one of their representatives. These 60 - 90 text messages is more than what I normally send on a regular basis.
The most recent customer service rep I spoke to refuse to listen to me and refuse to help. I have now gave my 30 days notice and cancelled the plan with them.
If it wasn't for the annual letters of appreciation I receive from the president for being a loyal customer, I would have changed phone providers years ago!
I don't mind paying for "good" service, but it makes me bitter when I am fraud into paying something I did not do!
One female customer service agent suggested to put a lock on the INTERNATIONAL text messages so I will not be billed anymore. I accepted the offer and then noticed she locked ALL MY TEXT MESSAGES and put a FREEZE on my account. They will not let me text anywhere now and is STILL GOING TO CHARGE ME FOR MY TEXT MESSAGING NEXT MONTH! This is rediculous!
We have recently found ourselves caring for a elderly parent who, due to illness, is dealing with dementia...
I really just want to say I am displeased with the way your system has been operating lately, a few weeks ago my system went down and I was led to believe it was a problem with my computer, over the next 4 days rogers vans seamed to be circling my neighborhood doing repairs.Obviously there was a problem that came in over YOUR lines and no one would admit that to me
I haven't been able to log on without difficulty since and when i called in, One of your technicians told me it was a problem on my end with my Ethernet card, this technician got my system up and running( he was very help full and extremely patient with me by the way, , kudos to him ) through the USB connection but I fear there has been damage to my computer is something that will cost me in the future . I have, today just switched over
to outlook express instead of Yahoo because of difficulties logging on just to check my E-mails .I hope you can solve your internal difficulties and I prefer to use your system, BUT, find it more of a pain than its worth at this time
My two cents worth
I called rogers to activate a pager I purchased - they activated it to the wrong person's account. So I get a call from a colleague indicating my pager is no longer in service. Called rogers and spent over an hour on the phone to find out that whomever had account to which my pager was activated called an reported the "fraud" so they deactivated the pager - with no notice to me. The was no reasonable explination for this happening. They can't reactivate the new pager and need to send me a new one that will take two days. What are they willing to do for me? give me one months free paging service - less than 10% of my regular bill!
THe customer service was terrible and the resolution was very amature.
What frustrates me most is how this happened in the first place.
I had a rather disapointing experience at a local rogers store today, which has ultimately lead me to cancel my rogers service entirely.
My girlfriend was planning on buying me a 16 GB iphone as a birthday / new job present and had previously visited the same store we did today. She had given them my current number, they had reviewed my account, and came to the conclusion that she would purchase the phone for $299 on a three year contract.
Today, she took me to pick the phone up, and this is when the problems began. Apparently the price of the phone had jumped to $399, and this from the same sales women would have previoulsy quoted a price. Apparently my account had not generated sufficent revenue to be available for the $299 price, even though I have no commitments and am currently on a month to month plan which was created from a pay as you go phone. Disconcertingly customers who do not have a rogers account already, are eligible for the $299 price, which begs the question what sort of revenue have non-rogers customers generated?
We left, without the phone, and called customer service. A rather abscent and unconcerned individual confirmed what the store had told us. I stated I would like to cancel my account, where I was transfered to the account department, where a pre-recorded message told me they were closed and disconnected me.
It is a real shame Apple decided to go with Rogers. If only the CRTC would open the airwaves to some other providers with half decent service.
I was inquiring about the services which were included in the $20.00 Value pack on my cell phone. When I went to access something on my phone I was warned that there may be a surcharge. It recomended I contact Rogers.
So I sent an email, and the response I go was not clear. So I sent another email. Teddy H. had this to say.
Thank you for taking the time to write to us, we appreciate your
use of online customer service.
In your recent email, you have informed us that you wish to know what
your Essential Value pack includes.
In order for us to provide you accurate information and protect your
security, we will require additional information. Please respond
to this email with the following:
* Your full address (including postal code)
* Your account number
* Your date of birth
* Any passwords that may be on the account for verification
purposes (if applicable)
You should expect to hear back from us within 48 hours of receiving your
We appreciate your continuing patronage. Please contact us at
your convenience if you have any further inquiries.
For future email correspondence with respect to this e-mail,
please quote reference number [protected]
Rogers Online Customer Service
This was a general enquiry on a product listed on their site for Alberta. I di not see why they needed all the information that they asked for - Scammers ask for the same stuff.
So I wrote a letter of complaint and then I go this for a response.
Thank you for taking the time to write to us, we appreciate your use of
online customer service.
In your recent e-mail you have informed us that you don?t wish to
provide your account password via email.
The only password we?ll ever ask via email is the password/PIN on your
account. Not all customers have this password/PIN on their account. When
this password is added by our customers we advise them that it will be
required whenever the account is accessed by phone or email. Please note
we?ll never ask for your Rogers.com password via email only the password
that protects your account information.
We apologize for any inconvenience this may have caused and thank you
for choosing Rogers. If you have further questions don?t hesitate to
reply to this email or contact us at [protected]/7).
For future reference with respect to this e-mail, please quote reference
Rogers Online Customer Service
That is not what the first email said. It clearly states any passwords that may be on the account for verification purposes.
I called Rogers to complain. They do not have a complaints department.
To me their request goes above and beyond the reasonable request for information. I was only asking what was available to ALL customers in Alberta that had that plan.
Went to get a "pay as you go" phone from Rogers Wireless, since I had a gsm phone but only made 2 or 3 calls per month.
So I walk up to the counter, tell them what I wanted. They tell me it's going to be a $50 "activation fee". Well, it's pretty well known that the Canadian mobile phone providers are ripoff merchants, but I can take $50. I agree, they IMMEDIATELY take a sim card out of one of their boxes, without telling me anymore about the product.
I then start to think about what questions I SHOULD be asking. Like "what's the minimum amount for a pay as you go card". $10. "does it expire?". This is where it gets really confusing. The card apparently expired in 30 days. But once the card is put into the phone, I'm told the minutes purchased roll over into the following month.
Cool. I give them my details.
It then comes up in conversation that the minutes only roll over IF YOU KEEP PURCHASING THEIR CARDS. So if you don't purchase a card, goodbye to your money.
At this point I'm getting annoyed. Hidden costs popping out of the woodwork like termites. $50 activation, minimum $10 per month, and then the kicker, $0.40 per minute for any calls I make in the first place!
At this point I'm annoyed, so I tell them that no, I won't be doing pay as you go from Rogers. Not at $170 for the first year and $120 per year thereafter, whether I use the phone or not. That's NOT "pay as you go", that's "pay through the nose for not much".
The kicker was, they then made me pay $25 + tax for the sim card that they had immediately opened earlier, before disclosing anything.
So we have a complete lack of disclosure on their part that ends up costing me $28 just for having talked to them.
Unfortunately, that behavior is apparently not only legal in Canada, it's typical of all mobile phone operators.
Be warned. If you deal with a mobile phone operator in Canada, you ARE going to get ripped off.
The only reason I got a Rogers wireless plan was because of their cell phone selection and because they have...
Roger's Video told me I could return a video game accessory if unopened. I was buying it as a gift and was not sure if the recipient already had one.
When I tried to return it, they would only exchange it for the exact same item.
To make it worse, they told me to come back in a week when the manager was in.
So I bought a useless product and am stuck with it because Roger's video lied to me and they will not empower their employees.
Next time I am going to Wal-mart. Roger's Video ***.
I can't believe the nerve of Rogers... 3 years ago, i had a rogers cell phone, every month Rogers cut my phone off, and they would charged me a re-activation fee 80$. I was told by rogers that i had a 400$ cap on my account, rogers would call at 200$ and start to harass me about the bill... you could place your money on the fact that in 3 days my phone would be cut... and again i had to repay the activation... then one day, someone at rogers decided it would be a good idea to consolidate my account.
Since i had internet Digital Cable and the phone... now my phone was being cut every 2 to 3 weeks...
i called rogers and asked who allowed this to happen, i was advised that it was a customer service initiative to save rogers clients money?!!!... I then requested that this "consolidation" be removed i was advised that they couldn't do this until the bill had been paid in full... so i went to the local rogers outlet and paid the bill off.
When i got home that night i called rogers again to un-link my account,... the customer service toadies advised me that this would not be done as my next months bill had not been paid I got really upset and finally after a lot of screaming and pulling the rest of my hair out... the rep finally agreed. A few months later i get a warning from rogers reporting that they had not receive a payment from me in the past few months...
I had just the day before went to the rogers outlet and paid over 300$ towards the account, but when i called customer service, no payment was found. I advised the customer service rep that the bill had in fact been paid, and that i would not re-pay the bill, which started a war with rogers. Every month my upper channels were canceled, 40% of the time my internet was down... When i tried to complain and leave a note on my account, the rep i spoke to didn't mark anything in the notes for my account...
Even previously when my Daughter had passed away, i had called rogers to ask if they could hold back on the bill for a week as my 5 month old daughter had passed away and we had to use all our money to pay for the services, the rep advised that there would be no problem and that a note was applied to my account regarding this. The day of my daughters funeral my cell phone was cut, so i couldn't contact anyone for the services. When a called them back ( in tears i may add) they reported that there was nothing about this in my account notes and that it was my issue.
Anyways i had paid th ebill but rogers stated that it was my problem to prove that i paid the bill...
now this wouldn't have been an issue had it not been so long ago that i did pay the bill... hence i didn't have the receipt anymore. A few days later i get a call from a collections company demanding the outstanding amount on my account be paid... i advised the situation to them and the collections officer stated "why did they send this to us then? I reply that i didn't know but that i would try to find out what was happening... when i called rogers i was met with the most offensive person that i had ever talked to, who basically advised me that it was too bad and that they would mess up my credit rating if i didn't pay, i advised them that i would be talking to my Lawyer as they had adhered to their contract and i would not re-pay the bill.
I had been paying for internet and cable for the past 15 years, all the while my internet speed and overall service had been cut back... but my bill increased... this happened at least 4 times... my internet speeds were quoted lower and lower by rogers. but my bill still increased. So now 3 years after the fact, Collections is calling me for the same mobile phone issue, the missing payment... i advised then that it had been paid but since the rogers outlet i had been paying my bills at was shut down due to constant client and worker theft, i am left holding the bag again...
Last month i got fed up with the lousy service and changed over to bell.. my service is the best it has ever been!... and the cost is half of what i used to pay at rogers. I called Rogers and requested that they send someone to pick up there equipment, and the tech tried to give us an excuse why he had to go in our house, i refused, handed the tech the box of rogers parts, had the tech note all the serials received and he left. Now 1 week later i am in collections again... i never received a bill from rogers stating how much i owed, even though when the tech came for the rogers parts he advised that there would be an updated bill in the mail within the next week. This is a constant thing with rogers... lousy service, service cutbacks all the while the cost increases, no customer service what so ever.
It is starting to look like rogers has never heard of a service level agreement... and if we are forced to honor our contracts, shouldn't rogers?... instead of taking more and providing less...
I really should have thought twice about going with a Rogers bundle. 12 agents later, and I'm still angry and frustrated about their incompetence, and lack of home phone. It has now been 9 days since I have been without a home phone. I run a small business from my home, and have lost revenue for a solid 9 days! I called Rogers more than 2 weeks before my move date, to place a new order for Cable, Internet and Phone. From day one, they messed up my order, my address, lost telephone numbers and lost orders. I asked, where did the telephone number go? "It disappeared!" Clearly, the telephone number must have gone on vacation because it is MIA. On June 2/08 a technician was supposed to have come to my house to install everything. However he was unable to connect the home phone due to "provisioning" whatever the hell that means. He told me 24 hours and I should have access to my home phone. The following Wednesday, still no home phone, so I called the technical support. The agent said, "Oh no, he should not have quoted you 24 hours. It takes at least 48 hours" So when I asked him, if I would have service by Wednesday night, he replied, "Ummm, actually it'll take longer that that." So clearly, he was lying as well, because 48 hours would have been 8pm on Wed. He assured me that by the end of the week, it would be working. The following Monday morning, I still did not have home phone. I called and spoke to an technical support agent, who said that the provisioning error had been fixed, now a technician had to come and fix my problem. They have no technicians available after 8pm. Which means I need to take time off work, so they can fix their own problem. I booked an appointment from 5-8pm Tues June 10/08, which was confirmed multiple times, with the agent and his supervisor. So I get a call today at 3pm, asking me where I am, because a technician is waiting for me at my house. Apparently they had booked me in for 2-5pm. So when I demanded to speak to another supervisor, and suggested that this was now being done intentionally, because they did not like having to deal with an irate customer, the supervisor's response: "Huh... well, it's a call center, what can you do?" Really? What can you do? Is that an appropriate response? Whatever happened to professionalism, and trying to appease your customers when clearly Rogers is in the wrong. I have dealt with over 12 agents and supervisors who were rude, ignorant, condescending, belligerent and absolutely useless. I URGE you... never ever go with ROGERS!!! I am currently sending my issue to Rogers Cable Customer Care, Rogers Cable Business Office, Ted Rogers CEO & President, the Better Business Bureau, the Toronto Star, my facebook and every blog I can find. NO ONE should ever have to go through the frustrations that I have been through for the last month! Clearly your patronage means nothing to them, when they can pretty much tell you, that they can screw your order around, do and say whatever they want, because "it's a call center." DID YOU KNOW that Rogers rates UNSATISFACTORY with the BBB? Product and price is not everything. I personally will pay more for a product, if I know the service that I'm going to get is exceptional.
The issues I've written about, are just the tip of the iceberg. The comments, the problems, you'd be surprised at what's gone on. If you want to know how this ends, email me, and I'll keep you posted. I highly doubt it'll be resolved with any suitable compensation or action! What would a multi-million conglomerate like Rogers care about a customer who only pays $200 a month? Unfortunately customers are a dime a dozen. It's time we educate people on the type of service they can expect from Rogers!
It seems every single month, I'm checking my Rogers Wireless bills and finding things I'm being...
My experience with Rogers costumer’s Service is also very bad. I have a condo in Etobicoke (at The East Mall) and we have TV cable included in the maintenance fee. At some point Board of Directors decided to quit with Show Cable TV and continue with Rogers TV. All of us (each condo owner) were given a certain number of channels for free (paid for thru a maintenance fee again).
A few months later we received a letter from the Rogers asking us to pay for some cable TV service that never asked for nor we ever had. We talked to a Rogers’ representative, but it didn’t work, so we talked to Building Management Office and they promise to talk to a Rogers representative that takes care of our building. After that we were OK for a while.
Then, half a year later, again we received same kind of letter and we did exactly same procedure on our part. We were OK for a while again. The very same thing was happening on and off for God knows how many times. Now, my wife doesn’t even bother with Rogers’ letters, she just goes directly to the Building office.
Last time I tried to talk to a Rogers costumer’s representative. I talked to a guy by name Ken. I told him that :
- WE DON’T HAVE HIGH DEFINITION TV SET
- THAT IS WHY I DON’T NEED HIGH DEFINITION SIGNAL
- WE DIDN’T SIGN ANY KIND OF CONTRACT WITH ROGERS CABLE
- THAT’S WHY I DON’T WANT TO PAY FOR HIGH DEFINITION SERVICE!!!
Ken said, that Rogers’ computer shows we had some high definition service offer for free for a year
and trial period is over so now we have to pay for it. I tried to explain to him those four lines I have typed in capital letters. I also told him that Rogers not supposed to have our address in their system at all because everything goes thru the building as a group contract. I have tried my best for at least twenty minutes, but it didn’t work. So, I did my wife’s way, went to the Building office talked to them they promised they’ll take care of it. Secretary in the office said she also had a few times same kind of billing letter from Rogers!
This month we received a letter from Rogers and in it guess what: the bill for high definition channels and service, previous one plus one month!
Rogers has been switching to some sort of new system for their home phones and we opted not to switch to thi...
First I made an appointment to have basic cable hooked up 2 weeks ago they said that the tech would be here between 8am-8pm. I said thats weird but o.k I'll be home. I confirmed the appointment the same day I made it with a separate phone call. The day of the appointment That day I called at 7pm to confirm the appointment and they said that I had to wait until 8 to call in. I said o.k and called a 8:15 then they said that the appointment wasn't there.
So one min it was their the next it wasn't! I started to raise a stink and i was transfered to the priority tech service. The guy said that someone there had canceled the appointment. He transfered me back to customer service. Customer service said the tech would be out tomorrow. Low and behold I called today when the tech was supposed to be here. The appointment had been canceled again. And rescheduled for Friday. All of this times I had to call in and go through the stupid voice menu. Rogers did not call me to say they were sorry or anything.
O.k well I have complaints about the Rogers internet service as well.
We had had a large bill and understood that, we made arrangements to pay bill and were making payments but I...
Accepting Responsibility I would like to relate the following as a warning to those who expect some...
I called 25th October 2007 to cancel my cable service. I was told i need 30 days notice. I told them ok fine...
I called to ask about my balance of my account and this lady at customer act very rud and eager payment of my acount. All i asked is the balance of my account and she asked when am i going to make my next payment and if i can pay weekly and hang phone on me.
I have been paid my bill every week since i came 10/20/07, for her to be rud like this to me it was unnecessary and uncall for.
Next time this happen i will leave your service at rogers and insulte her willy good. She will wish she were never born; her and her hash voice like a mouse
I am not going to pay my hard working money for to insulted me or act ignorante
Long story short;
The customer service reps at Rogers Canada~who, on account of the building I live in HAVE to be my service provider~may be the most indept people in the world.
First they forgot to mention that I had to call to cancel my 2 month FREE TRIAL one month ahead (in fact, they explicitely told me that I would be contacted at the end of two months to amend my plan).
Then I spent a FULL WEEK trying to get a hold of them (after seeing it on my bill that I was being charged, a week ahead of time, for the next (3rd) month at the FULL cost of the trial services), including getting the customer-service pass around, leaving unreturned phone calls, and sending emails.
I FINALLY get a hold of someone and spend 2.5 hours on the phone with them trying to figure out my service plan, during which they intentionally misled me as to the price that I would be paying, stating that a 'free channel theme pack' was included with the basic cable package).
I discovered their misinformation (and this is putting it lightly) because a week later I had to call back because the "free theme pack" was NOT included (which means I couldn't watch the NEWS as I had specifically indicated was the whole purpose for me having a TV), but CNN which they told me was IMPOSSSIBLE to get without VIP cable was --surprise surprise!!--the only channel above 30 left on my TV. Upon this next drawn-out conversation, I was essentially told that I was making things up (RIGHT, becasue $4.99 a month is REALLLLY worth me taking hours out of my life to bicker over), and given more generic corporate ###.
The offered me a PALTRY compensation ~ not even equivalant to what I make an hour ~ for the 'confusion (on my behalf, apparently, although I work in marketing at an IT firm and graduated with honours from the best University in Canada lat year), and sent me on my way.
And to my responses, simply more ###. The incompetence and underhandedness of Rogers Canada is making me envy the technologically-unhampered Amish. IF you have any choice at all, NEVER SUBSCRIBE TO ROGERS services. They will [censored] you over too.