TL;DR - Rogers keeps sending my account information to a person not part of my family account and I've received that person's Rogers bill. Changes were made to my account and I was not notified of these changes. Seemingly, no one at Rogers can explain how this happened or do anything to stop it.
My family has mobile and home internet with Rogers. We have a family plan for our mobile services - my husband, two of our three kids and myself. The third "kid" - let's call him Bob - is a 36 year old who has his own home and a family and hasn't lived with us since 2014. Bob has never been part of this account and has his own Rogers account, not related to our family account in any way. We have been with Rogers since about 2018.
Out of the blue and for unknown reasons, on Dec 1, 2024 my son Bob received email communications about my account which included my account number and my husband's phone number. Prior to this email, he has never received any kind of communication about my account. He immediately contacted me and I reached out to customer service. They couldn't explain why it happened but they assured me that the issue was corrected. But, of course, we all know that the issue was far, very far, from corrected.
Bob continued to receive email notifications regarding my account and I received Bob's bill for December. In calling customer service, it came to light that sometime in Nov 2024, I had been removed as the primary account holder and another son, who is part of this account, had been substituted in my place. I was not notified of this change to my account. My son received Nov and Dec bills that went to his spam folder. Luckily, I have automatic payments set up so I didn't miss any payments. Rogers doesn't know how this happened and I was told that this change was reversed.
By this point I was dealing with the Office of the President and, let me say, I did not expect such bad service. Unresponsive and uncaring are the two kindest words I can think of. The initial representative asked for information, which I sent promptly, and then crickets. I followed up via email and voice mail many times with zero response from this individual.
Bob was surprised I received his bill because he is part of a corporate account so it's not easy to change account information. He called Rogers customer service and they didn't know either. As far as we know, his account has been corrected and I have been removed but we will see come January 31 if I receive his monthly bill.
The OOP rep keeps assuring me that my information is safe but Rogers keeps sending my information to someone not a part of this account. This morning Bob received yet another communication making him level 2 so he can make payment and email changes - this after I was assured that he had been completely removed from my account. Have I mentioned that he is NOT part of my account in any way?? Rogers keeps insisting that they are looking into it (two months later still "looking" into it) and that my account is secure! It is not secure and they are damned lucky that Bob and I have a great relationship.
I have dealt with two separate OOP representatives, one of whom thought this was funny and laughed and the other who has done nothing except to tell me that Rogers is looking into it. I had a long phone conversation with OOP rep 2 and asked for an email summarizing our conversation, two weeks later I'm still waiting. BTW, Rogers closed down its Ombudsman's office. Any ideas how to complain above the OOP?
AVOID ROGERS LIKE THE PLAGUE.
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