I am escalating issues to Rogers' President's Office. I got Wi-Fi at the end of April, and the agent(Ria) who helped me set up the appointment for the Wi-Fi connection said that the connection fee and service fee would be waived, and that I wouldn't have to pay any fees. However, when I received the first bill, I was charged the service fee and connection fee, even though I was promised that these would be free (I have message chats with the agent). I then called customer service, and they said they couldn't do anything. They also mentioned that the agent(Ria) who helped me initially should have noted that the service and connection fees were waived on my account, and only then could the customer service agent remove these charges. I contacted the agent(Ria) who helped me with the connection, and she said she couldn’t do anything and instructed me to contact her senior(Harpreet). I contacted him(Harpreet), and he said they put the code through the system for free connection and free service, but it did not go through the system. He also mentioned that about 30 customers were facing the same issue as me, and it would take around two months to resolve. He said that I should only pay the Wi-Fi fee of $70 + tax, and the remaining charges would be removed after two months.
I called him(Harpreet) after two months, but he did not pick up my phone. I then tried customer service again, and they said the agent needed to add the same comment as before. I was going back and forth with the agent and customer service, but neither of them were helping. I tried calling and messaging the senior agent repeatedly, but he never replied or picked up the call. Then, I called him from my friend's phone, and he picked up. I told him that I had tried to reach him multiple times, and he replied that he was busy and that this issue would take time. He assured me the issue would be resolved by the end of September, and that the next bill would reflect the updates.
I waited until the end of September, but the bill was not updated. Since then, I have been calling and messaging him, but he has not replied. For the past few months, I have been experiencing anxiety from seeing the accumulated service fee, connection fee, and late payment charges. I continue to pay the Wi-Fi bill and tax monthly on time. I have all the call history and chat messages with both agents. After not getting any replies from the senior agent(Harpreet), I went to Rogers Store and explained them my situation, the person who helped us at store mentioned that I should escalate to Rogers President’s Office. He also mentioned that under my account the agent (Ria) signed me up for 2years contract without my acknowledgement and she never mentioned me about it in first place. This shows that rogers agent(Ria) was not completely honest with me in first place and did not share proper information. I am really fed up with Rogers' service and no longer want to continue with them. I just want those charges removed as promised and to cancel my service. This has been the worst experience of my life.
Dhruvi Desai
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