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
I am going through the exact same thing...contract was up in June 2008 and they will not let me cancel. They say my ex has to call even though my name is also on the account and he told them I have full access to the account...apparantly to Rogers that just means I can order extras and change phone numbers (anything that is more money in there pocket) but I cannot cancel. I am going to try again today and threaten them that I will be contacting a lawyer and ask to speak to a manager and if that does not work I will be taking them to court. Last time I tried cancelling they also said I have to give them 30 days notice...funny how they can mail you a phone and it is there the next day but when you want to cancel something it takes them a month (or more cause by the sound of it they just dont do it). I know the 30 days thing will never stand up in court because they never pointed that part of the contract out to me and never mentioned it. (I am currently going through to become a law clerk and just learned all about contract law which I found very interesting because of Rogers). And not to mention also once I called to change my phone number because I moved and they renewed me on a 3 year term...I really gave it to the first girl I called and she said I still had 3 years left on my contract when it was due to be up...I asked her why and she said on whatever day it was I called to change the phone number and that renewed my contract...I told her I did not agree to that and there was never a mention of that and she took the extra 3 years off and put back my original contract end date.
I should have just got someone else to call and say they were Rob...instead I was honest and this is what I got.
If anyone has a telephone number for a higher up manager at Rogers I would love to have that number.
Escalating the situation, we were able to "separate" the contracts, canceled two of the phones for nothing, and are keeping my brothers until it's over. They didn't not need to do this... but they did.
I'm again with Rogers, because I've never had problems with their reps and I normally get what I called for, but in a contract on my own I seem to be running into imaginary fees. My $50 plan is running me $200. Which is ridiculous for a student. I've made some changes and hopefully it will rectify itself next month. If it doesn't I'll just cancel the plan, sell the rogers phone and try to find something remotely affordable.
so i couldn't get a new phone nor could i change
sadly i am still with rogers..but what am i going to do..go to Bell?
good joke..they fail harder then rogers does
Finally, Jan 12 '09 I get a call from Rogers about my cell bill, they want money, $288. I explain they screwed up, it's supposed to be one bill, but I'll drop $200 on it, and we'll figure it out when I get a real "One Bill".
Next day, Jan 14 '09 I go to the Rogers store and plunk $200 down.
Next day, I get a letter from a credit agency stating that my cell bill has been handed over to them. It's dated Jan 10 '09.
Great, tossed to the wolves at a credit agency on the 10th of Jan, Rogers calls me on the 12th asking for the money? How many times am I supposed to pay them? BTW, still waiting for my bills, seems I was being charged for my wireless on it's own account number, and at the same time being charged for the same phone on my "One Bill" consolidated account.
In the end, the fix is simple, Bell will be here Tuesday to hook up my new HDTV service, along with phone and internet, Rogers can go to hell. Heh, they'll(Rogers) will be here at the same time, thinking they'll be picking up the outstanding balance. Good luck on that morons, they get NO money until I see bilss and the double-dipping is resolved.
im steaming mad!
they are so rude!
I asked to speak to a supervisor - she put me on hold and came back on the phone and said that there was nothing a supervisor could do for me.
Basically this is no better than reverse marketing. They have sent me a phone, gave it a number and are billing me and making me cancel it. Now I have to go through the hassle of returning the phone. Even though this was not the information I received from the woman who insisted I take the phone.
they did the same thing to me, they sold me a phone with a 3 year contract and i cannot cancel it, unless i pay $400 dollars....i am so pissed. i hope their company go down soon along with all their tricks..those [***]!!
they are charging me for things I don't use and now my bill is over $500. so I called them up to complain and have them fix it, but they said I used the internet and forced the charges. I told them I can use the net on my samsung so no I didn't use it.. they wouldn't remove the extra charges.. so the next time I call to complain about this (I am not paying it) I will be with my lawyer!!!
Rogers needs to fix the problems or kiss lots of money good bye!!
DOWN WITH ROGERS!
After 2 min you will know if you are wasting your time with them or not and flat out ask to speak with someone else. In your case, I would call as soon as you can and like I said, don't wait for someone to call you. With the first person who answers the phone say you want to speak with Customer Retentions to cancel your account because they are not honoring with removing the cancellation fee and now the note has "mysteriously disappeared," That stated that they would do that. That someone was supposed to call you back and hasn't and your sick and tired of waiting patiently for them to give you any type of decent customer service and you will not wait for someone to call you back anymore, you want this dealt with now. One thing that I find works is that with each new rep you talk to, apologize that you are taking your anger out on them because of other employee's mistakes and I find they are a lot more inclined to help you out.
If they don't waive your fee they might try to offer you better plan deals (anything other than getting caller ID or voicemail free for the extent of your contract term and a plan that is less than $20 a month with 200 min and free evenings and weekends are NOT GOOD DEALS FYI.. these are tricks.) be stern you want your cancellation fee waived and keep on them and you should be able to get your way. I hope it all works out and look forward to hearing how it all pans out.
Rogers was supposed to waive my cancellation fee because my service didn't work where I moved and of course I was billed the full amount but I called them and after 3 different people I got it waived so it CAN be done.