Rogers duplicitous customer service

ComplaintsCellphone ProvidersRogers Wireless

Complaint

0
Mavis
Country: United States
About three months ago, I called Rogers customer service to cancel my cellular services. I was transfered to the customer relations department where I was offered as incentive to stay with Rogers three months unlimited calling. They didn't mention anything else besides that. Sounded good so I went for it. Little did I know that Rogers had cunningly signed me up on a three year contract!!!!!

You can't imagine how enraged I was when I found out. The conniving, scheming and duplicitousness of it all just convinced me I had to get out....I was done with Rogers and no amount of incentives was going to change my mind. I was in for a mega-ton shock when I called to cancel my services. Apparently I would have to pay 400 dollars to cancel...and you know why....because I was on that three year contract.

Let me clarify a few things. About a year and a half ago, I bought my nokia 6682 smartphone full price on no contract. I payed my bills faithfully every single month. I was a free woman, with no contracts. So why in the world would I want to shackle myself to Rogers on a three year contract!!!! Why didn't customer relations mention that the three months unlimited calling entailled a three year contract? Do you see the utter deceptiveness of this all?

About three days ago I called Rogers to sort this all out and thankfully my calling plan was reverted back to what it used to be. But to be honest with you, I'm so angry and tired, that as soon as my account is officially back to a month to month plan, I'm going to get the hell out of Rogers.

Rogers needs to change their policies. Become transparent will all their customers.

Comments

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  • 0
    tony
    Not a nice thing to say, Rogers are who they are. Dont give them your money. Dont sign up. This company should not be here. Do what is correct. Get Rid of this Trash.
  • 0
    A
    WORST company ever. They're so scheming and conniving. They have absolutely horrible customer service skills. I am so happy that I don't have to deal with their crap anymore. Calling every month to reverse random charges was just too much. I'd stay on the phone 2-3 hours each time. I just cancelled all 3 phone plans that I had with them (mine, my brothers and my sisters) and I decided not to pay them either. So I don't care if my name gets sent to the collection agency. They're not getting one penny from me. They're snakes who will do anything for money. BYE BYE ROGERS. [***].
  • 0
    sarah
    i have been with rogers for three years just pay your bills like i do. I am very happy with them.
  • 0
    pissedoff
    Why is it that rogers can't sell me a rotary phone, but still charges me a touch tone fee?
  • 0
    Anwar Hd
    Worst after sale Services EVERRR
  • 0
    G
    I got phone from Rogers at full price (without contract) and found my phone is still locked to rogers and they are asking $50 to it. Then what meaning for full price no contract if i cannot use the phone with anyone else?
  • 0
    fed up
    Rogers simply does not care I have called, emailed, complained and to no avail. They lack in customer service and it is time to go elsewhere. No name or contact information of a SENIOR MANAGER FOR CUSTOMER RELATIONS....it's no wonder they would be bombarded all day long with customer complaints. They have a so called office of the president where they have people pretending to work for the president when I'm sure they are just responding to the complaints, if they do at all. I have called several times and they don't call back. Warning to all if you don't expect customer service and want to be just a number to them with absolute no value then this is the company for you.
  • 0
    Also Ticked
    Rogers (in my personal opinion) is one of the most unethical, immoral companies in Canada.  They rely upon their billion dollar status and bevy of attorneys to hold them harmless from acts of omission and deception.  In twenty years, I've never encountered one instance where the company expressed any real concern for a customer.  In a just society, these "one-way" contracts would never be permitted or validated.  Unfortunately, in our society today, one must not "go to court seeking justice, you will only find the application of law"!  Therefore, We must COLLECTIVELY seek to change the law.

    There is currently a bill in the Ontario Legislature to curtail many of the telcom's activitivies
    (Bill 82 - Wireless Services Agreements Act, 2012).  Although the Bill does not go as far as is needed, it will offer some reasonable release from the onerous contracts fostered upon us by the telcom companies.

    Contact your MPP and express your feelings.  Let it me known that you WANT THIS BILL PASSED!
    Encourage your friends to do the same.
  • 0
    Also Ticked
    Rogers (in my personal opinion) is one of the most unethical, immoral companies in Canada.  They rely upon their billion dollar status and bevy of attorneys to hold them harmless from acts of omission and deception.  In twenty years, I've never encountered one instance where the company expressed any real concern for a customer.  In a just society, these "one-way" contracts would never be permitted or validated.  Unfortunately, in our society today, one must not "go to court seeking justice, you will only find the application of law"!  Therefore, We must COLLECTIVELY seek to change the law.

    There is currently a bill in the Ontario Legislature to curtail many of the telcom's activitivies
    (Bill 82 - Wireless Services Agreements Act, 2012).  Although the Bill does not go as far as is needed, it will offer some reasonable release from the onerous contracts fostered upon us by the telcom companies.

    Contact your MPP and express your feelings.  Let it me known that you WANT THIS BILL PASSED!
    Encourage your friends to do the same.
  • 0
    Sam
    I Rogers has the worst service.  They don’t even try to keep their clients.  They don’t know their product, tell you something that is incorrect and charge you for it.  I am switching.  Brutal service and Expensive too… Very unhappy EX Rogers customer!!!
  • 0
    rogers will charge for everything
    Rogers is one of the worst company they will charge you and try to pay u pay for things you shouldn.t i think the are rediculos I get bad service from them in general the phone drop half my calls i'm lucky to get my calls coming threw so my phone is always cutting oout and it s hard for people to even hear me on the phone . they said get your have an  older phone things have change your should get a new phone then your'll get better service. lies i get the phone now i'm in a contract i still have the problem and to change its 500$ so they say only our techniction can come and verify it so they send one of there own people to check they do and the person checks it out and confirms it. says there been new developement and they need to put in another tower they don't do it. I went to the mall where the rogers store is and ran into an old friend she said hi nice to see you we should change numbers and hang out sometimes i give her my number and she tries to call my phone on the spot her phone in her hand right next to my phone in my hand it does not ring !!!!!!! it doesn't even show that she called nooooooooo phone service IN A MALL WITH THE ROGERS STORE IN THE MALL You would think they would let me out my contract NOOOOOO way i would have to pay can i swich to one of your other companies so i can acually use the phone NOOOOOOOOO WAYYYYY can i switch the plan to a land line and so i can at least get the use of a calling service. You can but you have to pay for both we will give u a lame discount but you can't break your cell phone with out paying contract fees even if they don't provide a a whole service and you can't even order a pizza because it drops in the middle or your order noooooo wayyyyy even if it drops when your are talking to the customer service or they can't hear you they ask you to use another phone you have a more reliable one they still can't do anything they they will ask you if you know anyone who would want to join, I said i'm not a bad person and i wouldn't with them on an eveil person because they are just so bad its bad to wish them on anyone. even my neighbours have a hard time calling me on the phone its better just to stuck our heads out the window then use the phone. and if you use your internet wiifii capable stuff they try to charge you it as long distace because they get away with everything. i vote that every 13 of nov and june we protest and not use any rogers services until they start being reasonable to veveryone.................................................
  • 0
    en
    I WOULD JUST LIKE TO SAY THAT I HAVE BEEN IN THE SAME SITUATION AS EVERYONE ELSE

    AND I WILL NEVER GO BACK TO ROGERS ITS THE BIGGEST SCAM IN CANADA, RIGHT UP THERE

    WITH AUTO INSURANCE .

    WE NEED TO REVOLT AGAINST THIS BIG INJUSTICE CALLED ROGERS!
  • 0
    richard
    Ha here's a new one,

    Got a collection agency on my butt from Rogers and ny bills from there are paid in full each and every month without fail. Been on the phone with the collection agency and Rogers but I'm alway's in the wrong department it seems. I feel like I'm on a roller coaster.
    From now on they can see me in court and they will lose I guarantee it, A holes the lot of them!!!
  • 0
    I hate Rogers
    Something to be done to Rogers -- how about a Class Lawsuit for all the time wasted to get through their customer service, all the frustration ... they should be put out of business!!!
  • 0
    Ali
    | 3 replies
    I called them on August 28, 2012 to cancel my servicesand the agent offered me a good deal. However, she required a 2-yr contarct for this deal. I did not accept the contarct, but she said "OK, you can call us back and reject the offer in one month and afterwards the contrat will be effective. In this period, you can shop around with other providers."
    I called them back on September 21, 2012 to cancel the services and to reject their offer, as I had found better deals. But, the second agent that I was in contract and that I cannot cancel it without penalty. I asked to talk to a manager, but no one was there to answer.
    I really feel ripped-off and deceived. Is it possible to make them check the recorded conversation with the first agent who put me in contract?
    • 0
      Arsenia replies to Ali
      | 2 replies
      Hi Ali,
      i am having problem as well cancelling my internet service.  They want me to pay my balance before they would cancel my service.  meaning to say, i will be billed monthly fee until i paid off the whole balance plus one month more from the day i am able to cancel it.  
      I am looking at complaining to Consumers Association of Canada at http://www.consumer.ca/1657

      hopefully we can do something so they will stop abusing consumers.  It was very easy for them to sign us up but it is very difficult to get out of the contract.  

      Should you know a better way to complain, please do post it here.  We have to do this not for our benefits only, but for the many customers that will be hurt later.
      • 0
        Cass replies to Arsenia
        | 1 reply
        I worked for Roger's and I now work for Bell Mobility (WORSE THEN ROGERS)
        If you want to cancel you do have to pay off your account balance. I don't understand why that is an issue considering it's your account with a monthly rate that you signed up for.
        Yes, both companies do require 30 days notice.
        • 0
          arsenia replies to Cass
          my contract  expired last September 2012.  Sometime in the middle of August 2012 i asked Rogers to cancel my services which will expire soon, because i am getting another internet provider,  but what they wanted me to do is pay off my balance and 30 days after my full payment is made, they will cancel my account.  so my account balance of $199 went up to over $2,500 and they then put me into collection agency.
          There was at least one nice person at Rogers who was trying to help me in September 2012. and I agreed to a settlement and will just pay $199 as final balance.  when I called again to clarify things, they want to collect another month extra from the time i made the final payment, and so I refused to do that because It's end of my contract and would just want to clear my account.  I just felt like it is not fair, and it is not right for me to allow huge company like this to abuse me and their other customers.

          I also went to their store to return the modem, but they do not want to accept the modem. They know I have no need of this modem anymore, and the company can use this for their new Rogers customers.
          I was also told by people at Rogers store to return all the Rogers boxes for TV, but,  those are stuff i got when our condo signed for a plan with Rogers, where every homeowners  picked up boxes that will be used for the new Rogers plan, and this is something included in our monthly condo fee.  I got these Rogers TV boxes when my internet and phone was still with Bell Canada, so it has nothing to do with my internet plan that i want to cancel.    I think they are just trying to give me a hard time because they are telling me why I am moving to another company with slower service.  
          I just wish they have good employees at Rogers that will do their job conscientiously.
  • 0
    Michelle Brazil
    A long time Roger's account holder I wanted to initially upgrade phones we have three phones on our account and have been paying for these phones faithfully for at least 10 years.  I have been a Roger's customer since 1994.  When we tried to do it the rules had changed not based on usuage or one year now it is over two years to be able to upgrade the phone.  When I tried to sort it out with Rogers so we could upgrade I was basically told not possible.  Meanwhile, my daughters have since moved to another supplier.  I tried to cancel my account but of course it would cost a fortune so I waited it out until this August when my term ended. I did not use my phone for months but still had to pay due to the contract that as many say has all the small print and information that the salesperson is not forthcoming with nor the site.  Finally, August comes they do cancel two of the phones but as I am migrating my cell number back to my home phone it takes forever between Rogers and my current provider.  I end up paying an additional months charge as it indicates you are liable for a full month after a transfer of your number.  So another 100.00 dollars for a phone i am not using on top of the additional six months or more of paying for a service I am not using.  All this could have been avoided if they would have upgraded the phones.  I am disappointed by the level of service.  I of course am called just prior to my contract being up by someone at Roger's trying to make it right after they have received several hundred of my dollars for months and did not care to retify the initial issue just a phone upgrade.  I guess almost 20 years of staying with this company and often recommending it to others means nothing.  As i work in a retail environment I know the cost of getting a new customer and retaining them through advertising and service.  I will not use Roger's for any further cell phone purchases.  This is maddening, that not only do we have to pay so much for our services that we are locked into contracts when the technology changes so quickly and the companies are not willing to negiotiate so that it is a win win situation considering they are always getting their monthly payments.  One more small thing, hate navigating Roger's website.  Now as well you can not e mail in a complaint you must go through three steps of talking to customer service respresentative and get a number so you can reach someone to listen to what you are saying.  Please ensure if you plan on dealing with Roger's to look at all the contractual obligations and make sure they are a right fit for you and your family.
  • 0
    Richard
    I will never be going back to Rogers as long as I shall live. I had to cancel my phone that I was still in a contract for apparently.. they charged me $350 for cancelling, so I began paying them $60 per month (about what my bill SHOULD have been every month). now with $67 remaining they sent my bill to collections! I was paying the same day every month, there was no reason to do that besides being idiots. stay away from these guys at all costs!
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