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
Everybody in my family has used their cellphone service. They have ripped off and lied and cheated EVERY SINGLE TIME no matter how much research we did, how many questions we asked, how much fine print we read, and how careful we are to make it clear that we know their tricks. They still always find a new way.
I called to cancel my phone when my contract was up. I declined any incentive to stay with them, saying I was moving somewhere where there was no Roger's cell reception (with my dad. There truly is no Roger's coverage there)
They had no reason to think I was leaving on bad terms, or angry with them, or be vindictive with me, or anything. It was just a fact. Not that they need any reason to rip you off other than making extra money lol
They said my phone would stop working on a certain day, and would be canceled, no more bills dated past a certain billing period would be sent to me,etc. This was all set for November.
I received a bill for December. I thought, ok, I am sure I read that they bill a month in advance, which they never did for me, so I probably am one month behind, and this is fair. I ignored it.
I received a bill that asked for me to pay for January today.
I called them.
They didn't cancel my effing phone. Simple as that. I called, canceled, asked them questions, was thorough, made DAMN sure I had NO other steps to follow, and they assured me, this was it. The end. Phone was done, I didn't have to do anything else.
Today they say "Yeah, well we got your call, it looks like but the cancellation wasn't submitted!"
Give me a break. Try and convince me that was an "accident". Crooks.
Bell is the Devil. Rogers is probably it's right hand man in hell.
http://www.ccts-cprst.ca/
I don't really know how effective the CCTS is however I am giving them a shot.
After realizing this, I called Rogers customer care again to inquire about our contract with them, why I agreed to a 24 month term, but am being told we're signed up for 36 months. As per usual, I repeat our information multiple times, get sent to the wrong department repeatedly, and finally after 45 minutes of repeating the process I've talked to a "receptionist" of sorts who "directs" my call to Business Customer Care. Business Customer Care directs my call to "Track and Trace", who I once again give our account information to, explain the problem to someone whose English I can barely understand; he then tells me that I've been sent to the wrong department, he needs to send me to Business Customer Care. So, back on hold, back to the "receptionist" again, who then again puts me on hold to talk to Customer Care again. I get to Customer Care once more, then told by Customer Care that I need to talk to "Track and Trace". On hold again. Once again, I repeat our account information to "Track and Trace", explain the problem again, and again am told I should be talking to "Customer Care". Becoming annoyed and furious, I asked her why I keep getting sent to "Track and trace" by Customer Care, there must be some reason - "What does your department do?" I asked. "We deal with lost shipments of phones." was her reply. Either their customer care department are complete morons who don't know what their departments do, or they're attempting to brush me off. I'm going with the latter, since this whole business of signing on for 24 months but being put on a 36 month term is already fishy enough.
Back to the "receptionist" a third time. This lady was a bit more helpful, this time she talked to Customer Care before putting me through, I'm not sure what she told them differently, but finally I got to speak to someone named Brenda - who actually read through our account information to discover notes made on our account that stated "24 month term, $299 charged for each iPhone to Credit Card".
I asked for her to send me this information, her response was of course "Our system doesn't allow me to do that.". Of course not. Then the client would actually have some evidence that they're being ripped off. She then attempted to "correct the mistake" by revising our phone plans! I explained that she should be doing no such thing. Her response to this was to make a "note" on our account that it should be a 24 month term, not a 36 month, as there was no way they could adjust the length of term. I once again asked for documentation of her making such a note, same response. I asked to be connected with a manager, I was, and got the same response from her. In no way, shape or form would she send me documentation other than a "confirmation number" regarding this "faux pas".
I explained to her that Rogers and myself have entered a contract, and I'm confident that any contract by law requires both parties to receive a copy of that contract. She simply refused to be of any further help other than "making a note on your account and providing a confirmation number". Nothing more I could do.
Canadian Consumer protection laws seriously need to be looked at. These companies not only need to be held accountable for their actions against individuals, but it needs to be feasible for one to do so. Short of a class-action lawsuit, there just seems to be no protection whatsoever to keep companies such as Rogers honest. They are free to make whatever changes to accounts that they feel like, and appear to have the right to refuse any supporting documentation to the client to provide them with some sort of evidence to fall back on! Even if a class-action lawsuit were to happen, all the information lies with Rogers, and apparently because their "system doesn't allow it", the client has no right to supporting documentation that could be used as evidence! Consumers have no rights with these companies, we need to demand change!
This doesn’t seem to be the appropriate way to conduct customer service and especially in the world of social media and the fact that competition is at an all time high
Anyways it is still there two years later. I will Pay no more they burnt me for almost 3000 now and i am just a common person scraping by to survive.
What a bunch of goofs that is all i got to say. I hope their lives are miserable and filled with greed and lies because that is all their stupid company is based on. Luckily one of my best friends is a lawyer and this is his specialty and he is good, We are gonna give it to them as hard as we can. These people are strait out theives and i can't believe the govt' lets them go on but they do. Man what a pathetic country we live in. Pure greed. I will post his info on here if things work out good for us so he can help all of you as well. I think the only way to beat these guys is if all of us stick together and make them listen and take care of it or go away. Man you can't even pay your bill to them without a big hassle. what a joke. Rogers you Blow Dog.
I had 3 phones numbers in my account, I only have one i-phone, but I had been charge 2 i-phone data packags.
Today I talked with Rogers Customer on the phone which had been transfered to several different person in 45 minutes. finally the manager said I will not get credit, the reason is they can not verify if I have 2 i-phone plan.
I am sick of that, sick of the customer service, sick of the answer, sick of the attitude.
I belive there are numerouse of customers like me sufferring of unfairness and have no way to figure out directly to management of Rogers. I am tired of talking with Rogers, sometimes they just hang up the phone, sometimes they transfer the call to others with tons of minutes to wait....
iPhone 4 's however I get no signal what so ever
So this phone is abseloutly useless I tried to be nice
But my phone bill is 600 dollars and I can't even use the goddamn
Phone who can I call or what can I do to get this corrected
I picked up a Sony Ericcson phone in January at Rogers kiosk. I was a Blackberry phone user for several years on the Rogers system prior to this. BTW, my Blackberry was purchased outright by me 4 years ago ($700.00 approx.), no subsidized phone. Poor customer service at the kiosk in January. Young representative far more interested in doing something else. I was told to come back sometime if I had any questions.
Decided in April, 2011 that Sony Ericson is not a phone that meets my needs. Called customer support and told nothing could be done for at least 2 years to exchange phone and go back to Blackberry. Called following day and spoke to 6 separate individuals, finally to Nina at "Customer Retention". She agreed to provide a used Blackberry (I would have to buy a charger separately) and I agreed. This was to be an interim phone until I qualify for early upgrade in July, 2011.That was on April 20th. UPS should have delivered phone on April 21 or on April 25th (today). No phone delivered. Phoned Rogers. Spoke to 5 separate people and held for just under an hour only to be told that Nina would have to call me back as no other staff understood the notes on ref. # I382584211. I was told that in July I could get an early upgrade from used Blackberry that I was supposed to receive. Many apologies later, I still have no Blackberry. One of the many people I spoke to was supposed to assist with tracking and tracing. He kindly advised that no phone had ever been sent by Nina, the RETENTION manager. I have been hung up on by a male "customer service person" this morning. I am now waiting for a call, which I suspect will never come, only to tell me why the phone did not get sent and why the incompetent people that I spoke with can't arrange a shipment of a used phone to a customer even after hours, literally hours, of time on the phone making arrangements. I've been in business for 30 years and have NEVER, EVER had this poor level of service from any service provider EVER. I was warned by people who have had similar Rogers experiences. For years now, no problem. This is unbelievable and proof that what many people say about their bad experiences is true.
Rogers will be the next WorldCom guaranteed!