Billing Issue and Poor Customer Service

[Michaelrong]

I am writing to express my deep dissatisfaction with the recent experience I had with Rogers, specifically with your representative, Malika. Today, I contacted Rogers to address an overcharge on my bill and to discuss new mobile phone plans. What should have been a routine inquiry turned into an incredibly frustrating ordeal.
First and foremost, the billing issue in question was a simple matter of overcharging, and it should have been rectified swiftly. However, the entire process took an astonishing one hour and fifty-nine minutes. The majority of this time was spent waiting on hold or in online queues, which is unacceptable for a company of Rogers' stature.
To make matters worse, after patiently waiting for assistance, I requested to speak with a manager to ensure the issue was resolved properly. I was assured that I could wait on hold to speak with a manager, but to my dismay, the call was abruptly disconnected. This final straw left me feeling utterly disrespected as a customer.
This level of service is not reflective of a reputable telecommunications company like Rogers. I expect prompt resolution of the billing issue and a thorough investigation into why I was left on hold for so long, only to be disconnected. Additionally, I urge you to reevaluate your customer service procedures to prevent such incidents from happening in the future.
I hope this complaint will lead to an improvement in your customer service standards and a more satisfactory experience for your customers.

**Labels Added**

[RogersCorey]

Hello @Michaelrong,

Please accept my apologies for this experience and allow us the opportunity to make it up to you.

We can assist you directly with the overcharge and discuss a new plan as well here on the forums. Afterwards, we can address your concerns as to why you were left on hold for so long and why the call was disconnected.

Please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[Lex100]

Agreed. I’ve been on the phone for 40 min and have yet to speak to a real person. What’s happening with Rogers customer service? Wait times should not be this long. I’m ready to leave and find a better provider.

[Ellen1231]

I am on the phone 1.5 hours today, and she was going to transfer me, and the line was cut off. I am calling back to waiting now. 

[rtabari]

hi,

I am experiencing the same issue. I had one bill that was past due when I paid it Rogers kept bringing the same charge forward and charging me interest. I have inflated bills  which are not correct because part of them are paid. The customer service is frustrating and poor. I resolved the issue past moth and this month it is happening again. Please help. I don't want to go through changing the service but if this continues I will have no other choice. Thanks

[RogersZia]

Good evening @rtabari,

Welcome to the Community!

I understand how inconvenient billing issues can be. Your bill would only include a past due balance if the balance of the month prior wasn't paid in full. The outstanding balance will continue to carry forward with applicable late fee unless it's paid off. 

I can of course give you an accurate answer once I review your account. Please let us know if you still require help with this?

RogersZia

[Kevinrintoul]

This has been my experience as well. I called Rogers today for what should have been a routine and very expedient refund. You see I sent some home internet equipment back to them over a month and a half ago and had tracking numbers for proof of delivery to them. Even though it was received, they charged by American Express that was set up for automatic payment and they told me that if they couldn't find the equipment in their own warehouse, I was on the hook for the cost of the equipment. Long story short, five hours later and call to American Express to dispute the charge and my refund was magically granted. Having said that, it wasn't quite that simple as they did not refund my American Express but it dead refunded credited my Rogers account. I actually get my real money back. I had to sit on the phone again for another hour waiting in line to talk to representative who filled out a form and told me that it would take seven days to process the refund. Not good. Considering going to Telus. Having said that, my guess is they are no better? I'd like to charge them my normal charge rate for the five or six hours I spent trying to resolve this issue. I am so frustrated. It's ridiculous, but we have to go through.

[Nick84]

I too have had very poor experience with customer service agents. I had switched to Rogers because their customer service used to be very good. I have an outstanding problem with my billing that has lasted almost 1 year now! Agents over the phone acknowledge what the problem is, tell me they are fixing it, and then it does not get fixed. No one reads the notes on the account explaining the problem - I have to spend countless hours on hold re-explaining every time it's not fixed. What can I do to fix the problem? How long can this go on for? No more I switched to Telus. I hope Rogers is spending a lot of money on agent salary and creditors trying to collect the couple hundred dollars that they can't seem to correct for themselves.