Contract

I am very disappointed by the customer service I have received by Rogers Wireless customer relations department. I have been a dedicated Rogers customer for several years, and have always encountering sporadically changing charges on my bills. When I recently renewed my contract in 2010, I was offered a really nice loyalty plan to counter past problems. This plan was emailed to me to review at which point I accepted, and a confirmation of my renewal was emailed back to me. I retained both emails in case I should run into any problems down the line. And I have.  I was told yesterday, 5 months into my new plan, that the plan as offered to me cannot be honoured as the credits on the plan, outweigh the plan price which is against company policy.  This conversation has resulted in a cost increase for both phones in my plan.  An increase that is not in accordance with the verbal agreement – which was confirmed in WRITING via a Bill Estimator invoice sent to me at the time of renewal.  

Where was this policy when the contract was renewed and I was roped into a 3-year contract under false pretences?  I kindly asked the Rogers Customer Loyalty Manager to honour the contract. He proceeded to inform me that Rogers renewals are not physically signed contracts and that he cannot honour it.  Is a verbal contract not a legal and binding agreement? And when I enquired about ending my services with Rogers altogether, I was informed that I am bound by a contract and would have to pay the early contract termination penalty. Basically, the terms and conditions of a contract are only binding when it benefits Rogers.

I would like to emphasis my utter disappointment with the Rogers Wireless service I am receiving.  I have documents/emails to prove the offer that was made by Rogers and accepted by me at the time of renewal.  Based on the changes made to my contract, I am expected to pay an additional $360 over the 3 year term of my contract.

I am highly disappointed in this highly unethical business conduct.

ks