Hello - I wanted to suggest that when a customer makes changes to their account and it doesn't fully go through in the expected time, that it be automatically escalated for investigation and resolution.
For example, account changes that should go through for ownership and service changes should be smooth. When it doesn't go through, it typically goes to a back office team for resolution. That process shouldn't depend upon a customer contacting Rogers a second time to have the matter escalated. The system should accept changes within an allotted time, and when it doesn't, it should generate a ticket for investigation, resolution and closure.