Rogers Communications

I had an ongoing dispute w/ rogers over the roaming costs since the summer. Which I paid.

I was not told how to alleviate some to this until my 2nd or 3rd call in the fall. Which I did, but continued to get these outrageous bills.

At such point I said to cancel the service at the end of the billing cycle (December). I have paid THOUSANDS of $$ in 2022. And the phone was almost entirely shut OFF. I bought a new phone in the US in October. I was a Rogers customer for 20 years. I have an email stream conversation about this. That employee dropped the ball. I wrote cancel the phone at the end of this billing cycle. Since then I've written numerous times. I've called. I've been given numbers that do not go anywhere. There is nowhere to write to them.

I am not paying them for the phone after the December billing.

Hi,

On February 9th 2023, I rec'd a promotion email from Rogers offering me a plan ($40 for 20G) if I would return as a customer. I emailed 3 times without ever getting a response so I decided to call. I spoke to a person named Patrick [protected] ext 9975) and I explained to him that I was interested in returning but that I was in Mexico until the end of March. He told me that there was no problems and that he would keep an eye on the promotion and activate the sim cards before it would expired as this was for the return of my wife and I so 2 phones.

I retuned from Mexico 29 March and the following week I tried to reach Patrick but it was always a answering machine which I left a voice mail of 3 occasions without ever getting a call back.

I again got tired and decided to call Rogers again and with my luck the person that answered was Patrick and without any apologies he simply told me that the offer was over and never proposed anything to me. I was living it but simply said thank you and hung up.

To summarize, I'm an executor of an Estate. Returned all the equipment to store in Mississauga. Obtained Two (2) receipts confirming this at store level by Rogers Associate. Fast forward 4 months, Rogers sells the account to a collections agency WITHOUT sending any bills past the month I return the equipment as final bill stated equipment returned. Eight hours of wasted time on the phone, 9 people spoken with, 4 different departments and the last "Manager" I spoke with hung up on me after I was waiting to be transferred yet again to another department. Bottom line, death in a family is hard enough, following COVID protocols during a pandemic and returning goods to a store during that time is difficult - having a MULTI BILLION dollar company put a grieving family through what it has is outrageous and despicable. I hope who ever reads this thinks twice about trusting anything this company says or promises as they do not care. I'm done - frustration on top of pain is not worth this effort for a company who appears disorganized and disfunctional.

I contacted Rogers Customer Service for several days in a row. Each time I called, I was put on hold for several hours. All I needed is to change the account owner. Simple request. Every time I called, I was transferred from department to department. At one point I begged not to be transferred again because it meant additional two hours on hold. It seemed no one knew how to help me. Twice I was simply hung up on. Can you imagine a representative of a company just hanging up on a customer in order to avoid helping them?! Rogers Customer Service is absolutely the worst! The lack of training, rudeness, and no regard for a customer's time is evident. One day when I was on hold for six hours, and at the end of my patience's rope, I asked to speak to a supervisor. I was told no supervisor was available to speak with me and that I had to complete a form and that "someone" will get back to me in 5-7 business days. Of course, no one contacted me. If this type of customer service existed in any other developed country, this company would be bankrupt. This would never fly in the US. I don't understand why this is allowed. Atrocious, completely unacceptable, and flat-out wrong business approach and behavior.

I have been on customer care calls for hours and even on chat. I received a very unsatisfactory service from Rogers. When I called Rogers the first time to move from Fido, and I told them I wanted a Canada+US plan, the agent sold me a 75+tax per month for which she had applied some promotions to come to this price (although I'm able to see a similar price on the website). Then, my bill arrived to be 380$ and it was billed for two months although I only asked for this plan to be for one month and that I will change the plan after. I was only expecting a monthly bill, the billing system was not communicated by the agent and this has never happened with my previous telecom providers. I have been on customer care calls since, to ask for why there was this much charge. Turns out, the agent made some errors and added additional services I did not ask for. After a long time, they were able to add some credits and manage this. Although, the bill is still not what I expected. The agent on chat said that there are some additional charges and that your bill should be 208 so he can correct it. Now, if you calculate 75+tax for two months, it's around 170, not 208 by any math.

Another concern, due to all this, I moved to a new plan with Rogers for the second month since the bill was too much. I asked them to move to a 40$ canada only plan which they did. Now, apparently the price of 75+tax that the agent promised me was because she applied promotions across two months (this I did not know) - and that these promotions will be cut in half because I changed my plan for the second month.

So after so much time waster on calls and chat, I did not get the 75+ tax price for one month as I was looking for. I received a 208$ bill for two months and they said credits will apply in the next month bill and they will remove promotions for the second month. So for the one month I actually used the canada US plan, I paid more than 100$ which is even higher than what the website says. What was the point of getting on so many calls with the customer care.

Also, when I called customer care regarding my billing issue, they told me that they would solve it via email since they couldn't do it on call. I got no email, had to chat with customer support again.

I'm thinking to go back to Fido now, atleast they are honest about the bill and don't play games like this - add promotions in two months split without informing the customer; don't follow-up on issues raised by the customer; add false charges on the bill and leave the customer to keep calling. Eventhough they are owned by Rogers, might be better at honesty.

I am receiving daily phone calls for an account balance that I am not part of. My ex used my number as his emergency contact and now you have called me every day for 2 weeks. I was polite at first and offered to relay the message to him when he saw his children next. They still called me every day. I am no longer willing to be nice. I asked to be removed. They assured me that they would removed my number from that account and the calls would stop within 24 hours. It has been 5 more days. I have asked at every single phone call to be removed and they have said they would and do not. At this point it's harassment and I'm over it.

4 m ago,2 sells person on behalf of Rogers came at my door.they provide me a very good home internet price.they convince me to terminate my contract with Bell and be a Rogers customer.

I asked them do I need to terminate with Bell right now?

They said :No

We will contact you and Install then you can terminate with Bell.

After 1 week I got a package from Rogers.

I was waiting for Rogers technician.After 3 m I called Rogers .

They said you have 4 m unpaid bills.

I told them no one installed the package

How can can I pay for services that you din’t provide me?!’

I wrote a complaint just a while ago to explain my stressful situation. I hope you have received because I have no way of knowing if you did or not. My name is Suzanne Blanchette living at 105 -2737 Innes Rd., Ottawa ON, K1B 4L3. My email address is [protected]@outlook.com. I can be reached anytime at [protected]

PLEASE CONFIRM UPON RECEIPT. THANK YOU.

I am terminating my contract with Rogers wireless phone. I closed my account as of today March 4th 2023.For the following reasons, multiple phone calls hours of time spent to try and resolve the issue. Total fail! So many calls spoke to so many people but got the same answer, there's nothing we can do? I exhausted every possibility of trying to rectify this ongoing issue. All I wanted is for Rogers to honor the contract I agreed too. The very first phone they sent me was a new Motorola I was happy with everything except they sent me only a 32GB phone not the bigger one I was promised. So, they send me a refurbished 2021 model, nothing but problems battery life was less than a day, had a constant echo, turned its self-off wouldn't turn on had to call Rogers multiple times for help. I would hear a caller they couldn’t hear me or vice versa! many problems for a supposedly new phone. It finally totally died for no apparent reason wouldn't turn on at all a little green android laying on its back with the front Panel open is all it showed, it was completely dead! Called Rogers again this time I'm told no worries, it's covered under the warrantee because it was less than 3 months old, the technician told me they would replace it with a new phone it was covered. During all of this run around I got he said it would be here in 3 to 5 business days didn't show up the Friday it was supposed to be delivered even got the confirmation from Purolator it would be here for sure. Didn't come till Monday? I open it and low and behold another used phone this time they admitted it in the letter they sent with the phone saying "Our Certified Pre-Owned Promise? a like new lightly used device! Your device may contain third party parts?! a 30-day warrantee I paid for a new phone This is the only phone I had! I work with the elderly, and I need a reliable phone and provider! Found out in less than 3 months I made a big mistake going to Rogers. This is not acceptable! I wanted what I agreed too not a used 3-year-old phone they left me no choice but to go with another supplier. I am now with Bell I want my contract dissolved they did not honor their part of the contract at all. I am not paying another cent to Rogers. They are in total breach of our Contract. I did all I could. I'm done with Rogers as of today. They have no right to bill me for anything. I reluctantly paid my last bill that's it. I would never ever recommend Roger's communication of any kind to anyone. Thank you. A very dissatisfied customer. Yes I did report this, out of my hands now.

Recently I have changed to Rogers Connection Mastercard to take advantage of the perk offered by Rogers. Unfortunately, I was told that I can't use the perk offered as the plan I am having is under business. I made it clear to Customer Service many times that my account is personal, and I am using my company's perk.

I also offered to switch my plan to a personal Rogers plan and I was told I have to pay a penalty due to recent a phone upgrade. This is unacceptable and I don't understand the logic. I am not cancelling the line I am switching between product lines to take advantage of the perk.

In the end, I have to end Rogers Connection and go to World Elite.

But I do like to know if I can transfer the line to my daughter so that she can take advantage of her Rogers Connection MC perk. WITH NO penalty fee.

I am writing to express my disappointment with the service I have received regarding the exclusion offer that was made to me over the phone, txt, and email. I was contacted by one of your representatives who offered me an exclusion package that included 110GB / $65. The package was very appealing to me, and I accepted the offer. However, since then, I have not been able to receive the services that were promised to me as part of the exclusion package. Despite multiple attempts to resolve the issue, the problem still persists. This has caused me a great deal of inconvenience and frustration, and I feel that my trust in your company has been undermined. I am extremely disappointed with the way this situation has been handled, as I was promised a service that has not been delivered. I urge you to take immediate action to resolve this issue and provide the services that were promised to me as part of the exclusion package. If this issue cannot be resolved quickly, I will have no choice but to cancel my service with your company and seek services from another provider. I hope that we can resolve this issue and continue our business relationship.

Last night (Feb 14, 2023) I spent 4 1/2 frustrating hours on the phone being passed from agent to agent and being cut off from the Credit Department three times. I was enquiring as to why $70.96 was withdrawn from my mother's account on Feb 6. On January 5 of this year, my mother moved into a long care home. Her account number was transferred to this new address and attached to their Bulk Account. For some reason no one could see the account history of mothers account for her old address and they could not see the $70.96 that was withdrawn.

My time is valuable to me and I can no longer waste my time speaking to staff who either do not have the skill to do their jobs or have not been given the tools to properly do their work. I would like for someone with the authority and ability to deal with this issue to contact me and provide and explanation of these charges.

I have been waiting over 4 hours for a tech to come and hook up my internet, he / she did not show up, this was a schedule appointment by rogers, and a text message was sent to my phone to be home and ready. I was on the phone for over 4 and a half hours to get transferred 3 time and they want me to wait another two hours to reschedule and new time for a tech to come to my house, I work at 5am, and it is now 845 pm, I cannot wait two hours I have to get slept, my schedule appointment was Feb 7th at 4 pm to 6 pm. Like I said no show or phone call, I'm not a happy customer at all, this is not how you should treat your customers.
My number is 416,821, 5611 Ed Lyrette
Thanks Ed

I have received 3 cable boxes this week

Returned one already SATZDQNLN

Others are SATZCCPLC and SATZCRNBN

I am not getting Ch 86 and the clock does not work

Getting through by phone is nearly impossible

This account number is [protected] Under the name Dani Campbell

My name is Mark Potashin

1016 - 39 Oneida Crescent

Richmond Hill , Ontario

L4B 4T9

These refurbished boxes are all faulty I do not want Ignite TV

I pay $ 121.93 monthly

Please make an adjustemt to my bill

Take OFF the rental charge for the cable box

Good afternoon. My name is Joseph Jesseau. I`ve been with Rogers for 33 years. Never missed a Payment and always had to fight to save a few dollars. after a couple of severe Strokes in July 2019 in critical care in Royal Victoria Hospital, its been advised that I stay clear of stressful situations that clearly effect my health. This latest contract which I will say Rogers has changed several times throughout its 24 month agreement ( Breach of Contract ) according to the CCTS and Ontario Ombudsman, will come due for re negotiation on March 8 2023. After receiving notifications from Rogers that -re negotiating should take place in Febuary, Our Current Ignite Premier Package suits our needs. we cannot afford a penny more and dropping to a lesser bundle? Bell Canada offered us the exact same package as We have now with Rogers except to entice us away from a 33 Year Committment with Rogers they are including all the Movie stations ie Crave, Disney, Netflix all for $125.47 a month for 24 months. Versus Rogers Who thinks widdling parts off my current package to save money is the best solution?or settling for a lower package? I cant afford to pay your $164.84 increase for the services we have enjoyed for the past 24 months at $137.85 which began at $123 and increased by Rogers throughout the course of the 24 months thus committing a breach of Contract which Rogers is so famously known for. Recently discovering that Rogers actions of periodically doing that is against the Law according to The CCTS and CRTC who I have spoken with today. Here we are again, fighting is just worth the aggrevation that a Mutli Billion dollar oraganization that feels it pertinent to take the little from those of us who are disabled on fixed income in the middle of a Country wide inflation where paying Rogers $30 plus more for me is the difference between paying for my medication or buying a meal where for Rogers would be the tip after enjoying a $1000 meal. its clear that Rogers refusal to budge from their stated increase price, Proves that Rogers is actually not concerned about its Customers Needs and supports as bilking the customer for $30 plus more which is the difference between a Meal in these inflationary times show quite the opposite.Yesterday. Rogers Hung on me twice. with a 2 hour wait time each time? 5 hours just on the phone trying to reach the Loyalty department. and now 3 hours today. Is there any way we can come to a mutual agreement without all this frustration? or is the best You can do

Sincerely and Respectfully

Joseph Jesseau

11 Prestons Street

Warminster. Ontario

L0K2G0

[protected]

[protected]@rogers.com

January 30th, 2023
Re: Returning the Upfront Edge Phone from Rogers
On January 7th I dropped off my phone at Staples
On January 10th the phone was received at your Oakville location.
On January 19th at 11am I received a text saying that you haven’t received my phone.

On January 19th at 11:30am I chatted with Janvi and it was confirmed that the package was received on January 10th, he created a case for me and said that someone would get back to me within 4 to 5 days. An email was also supposed to be sent but nothing was received on my end.
On January 24th at 2:52pm I received a phone call from Rogers confirming that you did receive my phone. Once again, no email confirmation was sent.

January 30th, I was sent an email saying that you did not receive my phone and that my next bill will be charged an extra $552.00

So on January 30th, from work, I was on a chat with Angelina starting at 10:35am, the device was confirmed returned on the chat, I am still not sure why returning the edge device caused so many issues. Angelina said that she could not compensate me for the stress, anxiety and wasted time this has caused. I asked her to transfer me to Customer relations, I then spoke to Maria and after reviewing my file Maria said that no compensation can be given. I asked to compensate me for a full month service including the device payment and taxes. I was told that this could not be done. After 3 hours on the chat I was left with no compensation what’s so ever. I requested someone to call me, I was told it will take 4 to 7 business days.

My confidence in Rogers is not good right now. This caused me a great deal of anxiety, stress and wasted time. I’ve had to pull myself away from my business to deal with this error on Rogers part. I would like to be compensated for this horrible experience they put me through.

Thank you

Today I suddenly received an email from your company, that I have become one of your customer. In the email, it shows all my information and said your company would come to my home to install the equipment later. I tried to call your customer service, they told me a sale names "Robert" had talked to me and signed this contract with me today. I am so confused that who is this "Robert" and when I talked to this sale? I have not contact with any of your company's sale for many years. How can they create the contract without my agreement? Is this an illegal contract?

Hopeless and unprofessional company whose client care dont know which department is appropriate to transfer

I am calling and holding the lines transferred in each department to just swap my currently new device mobile phone received on 5th jan 2023

I was on phone calls for 8hrs holding lines and waiting from

10am - 6:45 on 20th jan 2023

these are the interaction number from morning 8 hrs with no results

I [protected] @ 11;00 am PAULINA

I [protected]

I [protected] GRACE

I [protected] Tom ... was able to cancell the 2 lines ( as was so frustrated ) but not able to swap the device and transfered the line

I [protected] I[censored]A @ 2;30 pm

I [protected] sukhdeep @ 3pm

I [protected] PETER ( manager) @ 3;40 pm

I [protected] Donna 6: 30 pm >>>>> she really help but awaiting for the win back team to call me back on this issue to swap so let us see when this time will come .

really is there any clue to this response .

My Internet service was not working for several months. My kids would always complain about the slow and intermittent five minutes on and off Internet service. This was impacting their schoolwork and exams. I did not get a chance to call Rogers until *November 22, 2022* . It was hours long wait before I could connect to customer service. I spent another significant amount of time with the CSR but she could not help solve the issue but promised to fix the Internet. On November 27, they sent me a text message that they were unable to fix the issue and the issue may have resolved. The text stated, “Rogers Msg: The Ignite TV issue you contacted us about on November 22, 2022 may be resolved as we were unable to pinpoint the cause of it. We're sorry for any trouble you experienced."

The service agent promised that they will refund me moneys for the faulty internet services. Not only that they did not refund any moneys, they continued to bill despite of the faulty internet service. They also did not send me any paper bill until the bill accumulated to $ 244. At this point, they sent me a warning email. Despite that I was not happy, I paid that amount. Rogers then confirmed by email that the amount was received. But I was surprised when I saw that they still double billed me the $244 that I had paid already and also charged me with a late payment amount. When I logged into my account, I was warned of account suspension with a warning to pay the $244 immediately as it was past due even trough I had paid this amount already. This is absolutely unacceptable. What have you been charging for ? Your internet has been disconnecting intermittently and we have suffered because of this. You promised to refund the money for the faulty service but did not! Your text confirmed that you could not pin point the issue and assumed that the issue was resolved but no one checked with me if this was resolved. I think I should be refunded and compensated for the losses and suffering. My suffered in their school work and deadlines because of the faulty internet. Moreover, our home phone is internet based and we have been disconnected because of the internet disconnection every now and then several times during an hour. This posed health and safety risk to our family in case of any emergency. I am justified in questioning about the quality of your customer services and the quality of your internet infrastructure despite hefty service charges. Do you spend any money on improving and maintaining your infrastructure despite making billions of dollars ?

Everyday I get a call from different numbers offering Rogers deals.

I have tried many times to ask to be removed from the list, but they only hang up on me. If I contact Rogers I get “there’s nothing we can do” or “you’ll have to change your number” seriously?

The last two days have been these numbers [protected] hung up on me, and [protected] also hung up on me.

I spent 45 mins waiting for your online support, so that Rohit from PEI could tell me to change my phone number.

I just want to stop being harassed on a daily basis by a Rogers telemarketing department. It doesn’t matter to me if it’s outsourced, Rogers hired them, and they are rude and hang up on clients. I have one service with Rogers, perhaps not for much longer. If you want your clients to treat your staff nicely, perhaps you should respect your clients just the same. Quid pro quo.