Billing/Plan Issue

[Jamcage]

I have had an ongoing issue with my plan since November 2023 and the service is terrible in helping me resolve this. I was sold a plan and phone through the call centre on cyber Monday. The plan was for 42$ and the phone was 10$ monthly with financing. I never received my phone in the mail and when contacting Rogers I was told my account was suspended and I had to contact a specific number who reviews audited accounts. That number never answered nor did they return my call as was indicated they would by the rep. I eventually went to the store to have them validate my Id. When they did I was told all my info was gone and the plan and phone that I purchased was not on the account. I was then told to go home and contact Rogers over the phone. This really should have been done by the store rep but they were too lazy. After speaking with a rep again they set up my account and told me I could pick up the phone at the Rogers store the next day. When arriving at the store they told me that I would have to wait for the email that says my phone has been delivered. They gave me the option to contact another store that may have it and pick it up there. When going to the next store I was informed again that my plan was deleted and they could not do anything other than set me up on a new plan and then I would have to call Rogers again to have them correct this. I have been going back and fourth and setting up over five incident reports in order to get my original plan corrected. Now my account has been suspended and I still do not have the correct plan or invoice for my phone. Not to mention every rep I have talked to has given me misinformation and led me to another department that does nothing. I have asked multiple times to speak with the rep who is reviewing and changing my bill but no one is providing me the contact number or having them call me. My recent experience with a rep ended with them telling me a incident report was created and detailed notes were on the file and my account was not suspended. After talking to a rep today I found out all that information was incorrect and my phone is in fact suspended. I’ve now been transferred 4 times in one day and everytime the rep asked me to repeat myself. After all that I was then kicked out and lost connection with the last transfer so nothing was resolved. Just as a good business practice if being transferred then the rep should be talking to the new rep in order to explain the situation. I am still waiting on an incident report to resolve my bill and imagine I’ll have to process a new one again. This would all be resolved if I could talk to a rep with actually authority. I am very frustrate and require a contact name and number in order to resolve this issue.

***Edited Labels***

[RogersYasmine]

Hello @Jamcage ,

Welcome to the community and thank you for taking the time out of your schedule to post the details of your ongoing issue. It sounds like your experience with us hasn't been the best thus far. 😞

We would certainly like to have a closer look into your account to see where things currently stand and we can go from there. Hopefully, we can find a way to get things moving along for you!

If possible, please send us a private message to @CommunityHelps the next time you are online, so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

Kind regards,

RogersYasmine