This company is an absolute joke.
I signed up in April as i was offered one of their Can/Us/Mexico/Caribbean plans at $65/month. I was not told that it was any special promotion (and I even inquired whether it expired). I was told it was forever and there would be no issues. Three months later, I am sent a text message that my “discount” had been removed and my plan will now he $105. I call in to ask what exactly this discount is as I was unaware I had one. The agent over the phone told me that whoever gave me the plan for that price simply gave me a discount I did not qualify for as it is for customers with phone and wifi, I only had phone. Then, I was told the discount was replaced and there would be no further issues. Again, on this call I re-clarified that there would be no expiry. Not a month later, I receive a bill for my plan with a price of $105/month. Once again I call to understand why I have been given a price by not 1 but 2 agents and yet I am still receiving a bill of a higher price. I’m then told that their ‘back end’ caught the mistake and there is no way to give me back the price I was promised. Here is where good customer service would have come into play, multiple of your staff “made a mistake”, as a corporation you would simply honour the price. Rogers didn’t do that, nor offered a solution. I wish it had ended there. On the same phone call with the agent who told me there is no way to get the discount back, he offered that, to be eligible for the promo that was initially given to me, I would need to take their internet services. If I enrolled, they could give me a $55 internet plan for $45/month and return my phone plan to $65/month. I asked the agent if this was an ongoing deal as I would have to think about it. They said yes, I can call or use the chat to enroll. Now, a few days later, I am calling to take their offer, I’m being told that they can give me the internet for $45/month but suddenly this additional promo “does not apply to Ontario customers” so my phone plan would still stay at $105 even if I add on the internet package. Even after explaining to the agent that you can literally see I have had the discount for several months, so it obviously exists, it suddenly is no longer available to me.
I have never been involved with such a dishonest company in my entire life. This is the worst customer service I have ever encountered. I feel bad for their staff, being untrained yet having to tackle these situations. Rogers should be ashamed of this dishonest behaviour.
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