Hello @Robbiehood69 ,
We appreciate your post! It sounds like there are quite a few things to unpack here. We may need some clarification on a few things to better understand what is going on.
Since Rogers is taking over Shaw they are charging double for everything their customer service has gotten worse.
- Can you please elaborate on what products or services you are now being double-charged for?
The Rogers and Shaw mobile hotspots internet around the city does not work but doesn't tell you till after you spend 5 minutes signing in this has been over a year
- I'm not sure what you mean when you say, "mobile hotspots". Are you referring to your mobile data for your cellphone service? Are you having connection issues in certain parts of the city? If so, you may try checking the network status and reporting the issue, if you have not yet done so. It can be done through MyRogers app > Support tab > Network Aid. Our Engineering teams analyze these reports to improve the services.
Your customer service line is Eastern Standard time but it doesn't tell you that continues to answer his calls all night long and put you on hold telling people that a customer service rep will be right with you
- I understand that being on hold is never fun. Please note, our hours of operation can be found on our Contact us page here.
They're charging full price for phones and making you keep a minimum of $70 and up on top of the phone price for a plan
When every other cell carrier the phones are free with a 2-year contract
- I am not aware of any cellphone providers that will give you a brand new cellphone, free of charge. There is normally a financing plan included that allows you to pay off the cost of the phone over a certain period of time, if you are unable or do not want to purchase the phone outright. The monthly price plan you choose, would be a separate cost. There are some instances where you may have to provide a down payment for your device, depending on your credit evaluation results.
Since the day I got my phone and Internet modem they have not worked properly I was told to return them to the store the store denied me
- Have you tried contacting our technical support teams to have them troubleshoot and resolve your issues?
- When returning a cellphone, it must be returned using the same method in which is was received. It can only be returned to the same store location it was purchased through. If it was ordered with Customer Care, online or over the telephone, or via self-serve on Rogers.com, then you'll need to contact our Customer Care team to arrange for a return label to be sent to you, so you can ship it back to us safely and securely.
- When returning an internet modem, you'll need to get in touch with our Customer Care team so they may help you with your return. A return label will be issued to you, so you can ship it back to us safely and securely. Unfortunately, a store will not accept the return of any rental equipment.
When I called speak to a manager if I was told they don't take messages and they don't talk to people over the phone I have to come into a store
- When calling into our Customer Care support line, if a manager is requested, normally a call back will be set-up and someone will get in touch with you.
I complain to the crtc and they lied saying that they spoke to me
Well a crdc file dispute is open they're not allowed to harass you or threaten you for money cut off your phone or your service and they have done all the above
- If a complaint was filed through CCTS (not CRTC) and accepted by them, then a Rogers representative would automatically get in touch with you within 20 business days to try and resolve your concerns.
They also received my credit card and internet banking information from the store when I first signed the contract and continuously tried to withdraw automatic debits from my account without permission
- We would only add a preauthorized payment to a customers account if specifically requested to do so. Nowadays, all payments and changes to a payment method, are completed by the customer online via self-serve.
I signed a contract for $130 a month within 4 days of picking up and starting my service I was receiving threatening texts and emails telling me I had an overdue balance of $300 and my service was going to be cut off
- This doesn't seem right. We would definitely have to review your account to better understand why something like this would happen. By any chance, do you have a Credit Limit Amount on your account? If so, then exceeding this amount could trigger a payment reminder and a payment may be requested to keep you within your limit.
My first bill was over $400 my second bill was over $800
My fourth bill was $1600 my fifth bill was $3,000
I have cut off the service since the first month and went with another provider which is actually owned by Rogers
And now they have locked the phone
- Can you please confirm if you were making your monthly payments on schedule? Did you call in to request the cancellation of your services and did the agent verify that it was indeed cancelled?
I made another complaint to the crtc and now they're denying the complaint refusing to abide by the rules they continue to try and illegally debit my account sending me emails and texts for bills while I am getting emails and texts from a credit company which is charging double what Roger says I owe them
- Was the initial complaint made through CCTS already addressed and resolved by us? Or is it still under investigation? We may need to have a closer look into your account to get a full picture of what is happening.
If possible, please send us a private message @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.
Thank you,
RogersYasmine
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