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
    sophiagoldberg
    I had a similar experience with Rogers. I had a 3 year contract, and then after 2 years my cell phone died and so someone gave me their old flip phone. I went into Rogers to ask about how to put the SIM card in the new phone, so they arranged it for me. Then a year later I had noticed my contract was ending so I went in to cancel my contract and they said that I had 2 more years to go! They had signed me up for 3 more years without my consent when I changed phones (to a phone that I had brought in).
  • 0
    sophiagoldberg
    Here's another scam with Rogers. I got a Rocket Stick and then returned it within the 2 week cancellation period, not having used it at all (or even taken it out of the box). The authorized dealer said that the charges would be reversed on my credit card, which they were. Then, 3 months later I started getting a robotic phone message to call Rogers. Whenever I called no one could figure out why I was being called every day. But the calls continued ever day for a month----so then I spent 30 minutes on the phone with various people at Rogers trying to figure it out. It turns out its a charge for usage and activation fee on the Rocket Stick. They said I had to pay it or I will continue to get the phone calls and it will affect my credit rating. I've tried disputing it but I  have a very busy life and so I can't spend anymore time on it. Except I use Rogers as an example of terrible customer service whenever I teach customer service courses.
  • 0
    sheri
    STAY AWAY FROM ROGERS, THEY ARE CROOKS!!! no one told us that our data plan did not include texting, so now I have a $500.00 bill just for texts. No one from the complaint department has contacted me and they have given out credits before, but now the best that one woman said she could do for me is $10.00...are you kidding me?
  • 0
    Jim
    Hey Carlos did you ever here back from that commissionaires for complaints? I a thinking of lodging a complaint with them against Rogers or with the CRTC. Please,let me know if I am wasting my time or no. Thanks in advance.
  • 0
    Anonym
    Rogers are a bunch of thieves.  they have been bilking me everymonth for unlimited canada wide phone service and the first time i end up using the service, after confirming with them of course, they bill me 1500 dollars and make up a lie that it was 5 dollars a month for a total of 2 years that ive paid it and not used it and now they will cut off my line.  i will take action.  thats my phone line for over 10 years and now the fraudsters playing a little too much.  the law needs to deal with them and stop letting them off so easy cause a few people may get extra privelages like nice seats for a dumb rogers centre event...screw rogers  they screw us but what goes around gotta come around
  • 0
    Ken
    Rogers is the worse in terms of Customer Service.  They'll sucker you in when you're renewing your term etc. but once you have done that, "they got you".

    I renewed my 3 year term Dec. 2010 and at the time, they promised to give me 1GB data + voice plan.  I called in today to asked whether my tethering wasn't working (since tethering required a min. 1GB data plan).  Now they tell me that my plan was 500MB+500MB offer.  What the heck was that all about?  When I renew, they said that they will offer me 1GB data because I told them that's the min. I need.  Now, they said that I can't have tethering enabled because technically, I don't have 1GB plan and if I want to enable it, it will cost me additional $.  Now I'm 1 year into the plan, they don't give a crap because they know you can't really even terminate your plan.  I wish there are more competitors in Canada as they are really ripping off a lot of customers.  They never disclosed that they allocated my 1GB data plan to 500MB+500MB.  I am very disappointed and I have been with Rogers a many years...and this is how they treat their customers.  

    For the new clients...stay away!!!!
  • 0
    rob
    do you have # for any one in vancouver
  • 0
    Anonym
    I have spent hours upon hours speaking with rogers' tech support RE: Blackberry Bold 9700 (which I might say is crap). To each representative I speak with, I get different and contradictive information. I speak to the upper echelon "Customer Relations" and they are no better with clear and concise information.
    I have had two different phones as stated above delivered to me - keep in mind that the phone being inoperable; I am charged a $35.00 fee in the event that I misused the phone.
    If that is not enough of an issue - it is compounded by their means of delivery, which is: UPS. UPS delivers the phone and there is no other options. UPS gives you an eleven hour window. Meaning they will deliver the product between 8am to 7pm and you are expected to be home. There are no options available to the customer and rogers will not consider any. When suggested they have it shipped to their Rogers Stores the answer is "NO".
    I am unemployed and this devise is my only means of communications in attaining employment. I would love to cancel my contract with them; unfortunately I cannot afford it (two years remaining).
    The learning lesson here is: Never again - Question: Why are we Canadians so passive and allow these major corporation to close the boarders and restrict competions via deregulating communication/media and wireless?
  • 0
    Max
    is there anyone has an idea of why Rogers taking advantage this way. If Bell Canada will give the best offer, and will not take advantage this way I would go to them. The only thing of why most of the people goes to Rogers is the Network service. In my position, I only pay 56 dollars every month in cluding the tax because I canceled some of my previous futured on my cell phone plan.
  • 0
    N/A
    You're all idiots who have nothing better to do then complain. Make better us of your time!
  • 0
    N/A
    You're all idiots who have nothing better to do then complain. Make better us of your time!
  • 0
    Milan
    I realized Rogers was padding my bill and when I caught them red handed and called them out on it, they did not accept and wanted me to pay regardless, Rogers went on to cancell the contract unilaterally and charging me 1500 dollars for the 3 cellphones I had meanwhile it clearly states on the contract they can charge 20 dollars for each month left. I can not make heads or tails out of this, how they raised 20 dollars a month to 250 dollars a month really beats me.Any ways, any one out there who has got contract with Rogers out there beaware! Rogers will gaff you like a fish and fleece you like a sheep.
  • 0
    catherine
    I bought a Rogers internet 'rocket stick' plan for ~40$ per month.
    The menu on the website for checking usage tells me "sorry information not available" (why on earth would this be?). Calling customer service about this was of no help.
    Next, Rogers sends me emails saying I'm at 80% of my usage...with only a few days left in my billing cycle, i didn't worry.  Well, it turned out that that 80% referred to an $80 a month plan that i never signed up for! Now I am being charged more than twice the amount I agreed to....AND i still can't check my usage!  This is deceptive, if not corrupt.
  • 0
    Abdul
    I know guys the roger company is a stupied company and i suggest you all that never go for a contract with rogers they will charge you alots of money by using their customer services employers the charge you without any giving exact information. Me too i called them somedays before to give me unlimited messages and 500MB data for the internet and they did what you know in state of giving me those services they cancelled my old, which was a three year contract, they put me on another contract for another 3 years, without asking me and informing me. They think that peoples are stupied NO what ever they roger do is all illegal they goverment should talk for it they should do it properly otherwise they should close the roger company.
  • 0
    NA
    not just over billing but all lies . [***] rogers
  • 0
    Robin Dhanju
    Rogers has screwed me for the last time, I am going to screw them right back come check out my proposition of wasting their representatives time for 67 hours:

    http://gettingbackatrogers.blogspot.com/
  • 0
    Picha
    I bought a (good) phone through Rogers.  The battery has died two times in less than two years.  They say they cannot provide a new battery.  And neither does anybody else. The CSR told me the batteries only last one year.  What a scam to sell phones with a three year contract when they know the phone batteries will only last one year and they cannot be replaced. They then sell you another phone; but you have to extend your contract.  I did that and the CSR lied to me, the phone I received is a piece of cheap crap, nowhere near as good as the original phone I bought. I'm returning it tomorrow (before the two week cancellation deadline).  I have learned from everybody on this post so I will make sure I get the contract cancellation in writing.
  • 0
    Angela
    We had the rocket hub go into melt down and actually damage the very expensive hutch we had it sitting on. After several phone calls to various departments and hours of getting nowhere they agreed to send us a new one and a technician to investigate the damage. We still have not heard anything back from them and that was about 4 months ago now. The customer service with rogers is so sub-par, that there is no way I would reccommend anyone to sign up with them. It's disheartening to know that this company cares nothing about their cutomers satisafaction. We will definately not be continuing with their poor services after our contract is complete.
  • 0
    han
    Hi, guys, I am another Rogers fraud victim.

    Dec 14th, 2011 I called Rogers to cancel my data plan and the agent told me the cancellation will be effective right away and I will be charged for the data for my next bill. Of course, I need to pay the cancellation fee and tax. That is fine with me.

    One month later, I check my bill and there is still a charge of the data, I convinced myself Rogers may need more time to process so I called Rogers to confirm. TO MY SURPRISE, the agent told there is no record showing my cancellation request. But I remember clearly I requested the cancellation and asked for the reference number, I asked the agent to double check the reference note, she said she can do nothing but transfer me to customer relations department. Here, a guy called Amim answered my call and to my even surprise, he denied my request of checking the reference note and start to COMPLAIN me saying if I requested the cancellation, how come there are still data usages happening? And why I didn’t call Rogers to clarify this after I found the data service is still there? In fact I turned off my data access in the same day I decided to cancel my data plan which is Dec,14th 2011. I have no clue why there is still data usage and I am ok to pay they if I did use the data. But this Amim guy never gave me a chance to talk and he just kept on talking and talking and blaming of "using the data after I decided to cancel the data service". Later after I talked to his manager Rene, Rene confirm that after data plan cancellation, data service still be alive but on a pay se you go basis, when I asked Rene why Amim spoke that way, he went silence.

    When I was suffering Amim's BS, I finally decided to speak to his supervisor, he then put me on a 20 min hold and spoke to Rene to setup a conspiracy. I know this becuase Rene began with "sorry I can't give you a different answer than the agent you spoke to ......"

    Finally, Rene told me that is nothing he will do but "help" me to setup the cancellation on Feb 19th and 45$ cancellation fee still applies.

    By playing this disgusting duplicitous game, Rogers successfully pulled another over 100$ from my pocket. What can I say? What Can I do? This is not the first time Rogers lies. I used to believe Rogers to be a well-managed company with great signal and customer care, later I found I need to take great caution by always asking the name of the agent I talked to and the reference number for the discussion. Now, I found they started to lie on the reference notes that talk to you in one side and put the note telling the different story. I need to record the conversation. They are recording for "quality and training purposes" and I need to do the recording for "self-protection and stop Rogers duplicitous gaming purposes".

    I am deeply surprised by Roger's courage of humiliating its client when there are Fido, Wind, Virgin service providers around.

    I will do what I can to let people know what Rogers is and let them don't use Rogers.

    Rogers, go hell.......
  • 0
    Anonym
    I cancelled two cell phones in November and unknowingly they kept charging me for them. When I complained they said they had no record of me cancelling the phones and to bad I would have to pay for them. I hate Rogers
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