Rogers duplicitous customer service
Complaint
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.
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
please think twice if considering a rogers contract
they say they have coverage but do not
I just cancelled wireless after 26months of a 36month plan. they want almost $600 for getting out early????
I will fight this, and will not let it go easy.
If you are someone looking for a wireless provider, PLEASE consider someone else, Unless you have unlimited about of money and don't mind poor service, constant dropped calls (several times a day), "accidental" charges, SLOW internet (they supposedly claim to have the best/fastest service - a total and utter [***])- then go ahead... Otherwise look at anyone else BUT rogers. Luckily i was able to rid myself of this cancer and sign up with another smaller provider. I get everything UNLIMITED (no dropped calls, so much faster internet on the phone) for exactly HALF the price these crooks charge you. I just don't understand how they can have the decency to make commercials and adds about their "amazing" plans and service.... so openly and blatantly LIE to you right to your face... it just amazes me how numb brainless our society has gotten.... putting up with crap like this.. taking it up the [***] from rogers day after day..... and not saying/doing anything about it......
so once again, IF YOU ARE THINKING ABOUT SWITCHING TO ROGERS, OR SIGNING UP FOR ANYTHING FROM ROGERS, PLEASE, FOR THE LOVE OF IT, STAY AWAY FROM THESE CROOKS! Save your money, but even more so your nerves! You will have a longer and better life without these [***]. Spread the word. Save out humanity.
I tried to return the modem because i already moved to a new internet provider in September 2012, but Rogers store will not accept it. They want me to pay my balance first, then after 30 day my account will be cancelled. Meaning, after we have paid our account in full, they still have to charge you for another full month before the account will be cancelled..
So, if a person cannot afford to pay his or her huge balance, (which i disputed mine) it will continue to grow every month because they will not cancel your contract even when my contract has expired in September 2012. This is why the poor gets poorer and our credit record gets ruined by huge companies. The wealthy gets wealthier in this scenario. When i was with Bell and moved to Rogers, my balance owed to Bell did not stop me from moving to Rogers, even my phone number was moved to Rogers with no delay. At least Bell have better people in that aspect, but Rogers are really scary. My bill now with Rogers went up to $1.200 from $200 in Sept. 2012, because that $200 was the amount i agreed to settle but they want me to pay full plus another month. They must be charging me for the modem and phone charger something, which to me is just a junk, i have no use for it as it is not in service, but they do not want to accept it when i tried to return. And my phone number i have for over 23 years is gone. and what is sad is, our important calls are being missed now.
After a couple of weeks i still had not received the BBs so I inquired with Rogers to see what the delay was and was told that there was a back order and that I would have to wait a little longer.
When I received my first bill, i noticed that the texting plan was implemented on one of my phones but not the other and instead they had charged a huge bill for every text that I sent from one of the phones. I called Rogers and was told that they do cannot anything about the bill and that they have to charge me for the texts that I sent. Trying to explain to them that I should have been on a $10.00 texting plan, their eventual answer was that they don't even put any new customer on a $10 text plan until the customer has been with them for at least 6 months. I know this is a lie as that $10 text plan was put on one of my phones. Anyway it was never resolved and I threatened to shut off the service. The Customer service employee simply replied, "when would you like me to shut off the service for you then sir?". I was fuming and told her that she could do that immediately. Then I received a bill again but this time with an additional $400 for early cancellation charges. I explained to them that they did not put me on the plan that I wanted (with texting) and that it was them who actually violated the agreement. They denied and eventually spoiled my unblemished credit rating and took me to collections.
Now, even though I had phoned them continuously for the next 3 years, I never did get a BB from them. After the 3 years plan came to an end, (on the phone that I had not disconnected) I received a call from their retentions department and they seemd to be very apologetic about the whole situation and told me that they would send me a BB in the mail or I could pick one up at an authorized dealer if I signed up for another 3 years. I clearly denied this and told them NO. I was then told that they would reduce my monthly plan by $10.00 and again I said NO. Then they told me that they would send me the latest BB which normally costs a new customer a little amount even with a 3 year plan for free, so I agreed to sign up again, however specifically made it quite clear that I was prepared to sign up only for a year. They agreed. I never did receive the BB promised or any phone for that matter. My year expired and I went with another company. They had a hard time changing my telephone # over as they said that I was on a 3 year plan and that I still had another 2 years to go with them. I phoned Rogers and they told me if I cancel that they would charge me an early cancellation fee. I told them to go back and play any recorded conversations that I had with them to confirm that I specifically signed up for a year. Nothing was done, its gone to collections and now I have a bad credit rating.....UNBELIEVABLE THEFT by ROGERS! in my opinion.....And, Im the bad guy!!
Nothing I can do about it!!
About two months ago, I called Rogers customer service to cancel my cellular services. after long conversation they charged me 740 dollars to cancel my service and I didn't accept that as I had less 18 months to my three years contract. In my another call to their CUSTOMER RELATION sombody gave me 20% discount to cancel my service and I agreed and paid immidiatly and cancelled yservice with Rogers. Guess what??????Few days ago I receivefd a notice from a Collection company which ases me to pay the 20% deduction (148 Dollars).
They are the nastiest, worst, disrespectful company in Canada.
I took it all the way up through the complaints process and was told by the presidents office representative that per their records I had agreed to the change, but no I couldn't listen to copies of the taped calls that she apparently had access to and no I couldn't request transcripts because written transcripts are only available for a period of one year after a customer service call takes place. That I was notified in my billing even though my billing in fact did not clearly show this as she had indicated (I offered to send her copies because yes I am the type to keep these kinds of records). Suffice it to say eventually she stopped returning my calls and because I had to leave the country for work I've since had to sit out my plan to wait until the additional one year period had passed.
Today, I discover that you are always going to be charged one month's extra on top of your plan period (because apparently you can't call to cancel without penalties until after the period has expired, and you need to give 30 days notice before a cancellation takes effect). So they get another month's worth of fees for no service usage from me! On top of that I had to wait 30 mins before I could even speak to the agent to cancel and then had to try and exercise saint-like patience while she tried to convince me to sign up for another 3-year plan with a hardware upgrade or by changing the services, or to transfer the billing to someone in my family so "I wouldn't be giving up the benefits of this service".
Great business model huh? Tricking people into paying cash for providing no services whatsoever and then tricking unsuspecting customers into resubscribing so they have to pay early cancellation fees. And then try and annoy your customer base so much that they don't want to talk to you and will quietly just pay the fees because there's nothing they can do about it short of a lawsuit.
I got the same when I called to cancel, although my contract is up with them. I was disconnected twice before I actually got to speak to someone.
If this doesn't go as planned, i will be escalating this to a manager and requesting an investigation. I hate rogers with every fiber of my being.
Go else where is the best advice I can give you,
Everytime you phone Rogers, they lie to you. And everything they do, is designrd to fleece the public. However like I said, these same people that complain are the same ones that blindly allow themselves to be taken in by this criminal entity.
In May I am finished with Rogers, but for evey person that leaves Rogers, another five sign with these criminals. And the government will do nothing about it.