Rogers called and offered me a deal in December 2024, and I explicitly asked the agent if this was a contracted promotion where the agent indicated it was not. Then, I tried cancelling my bundled services on February 12 where I was told there would be a cancellation fee as this promotion was on contract. If I had known this promotion was a contract, I wouldn't have signed up which is why I asked. I did not receive any emails to a contract or any documents stating this was a contract. This was not right at all since I clearly made sure of it.
I spoke to a supervisor and I was given a case number regarding the cancellation fee. Rogers said they would follow up with me yet they did not. On February 19, I contacted @RogersHelps on X, where they had looked into my account and saw that the cancellation fee was waived and I can call Rogers to cancel and they provided me with a case number as proof.
I contacted Rogers on February 25, where they had told me that my cancellation fee was waived and they were cancelling my contract for me and I would not have any issues moving forward.
Then, I received an email from Rogers, stating I had to pay two cancellation fees of $450. This was extremely alarming and resulting in having to call Rogers yet again about the same issue that should have been resolved. I spoke to a supervisor who said the cancellation fee was waived, provided me another case number as proof and said the process is done.
Then, in my last bill I was charged the cancellation fee, which led to me contacting Rogers on March 23. To which they had told me the last two supervisor agents I spoke to are wrong, and made mistakes and I have to pay the cancellation fee because of policy. They said they had to dispute it, providing me with another case number and I would hear a follow up in 72 hours. There was no follow-up or changes made to the account. In addition, this service representative tried to sell me on another package right after making it clear that Rogers only cares about profits and not the customer.
This was such an extremely unprofessional, unhelpful, and frustrating process that shouldn't have occurred in the first place. I am so unbelievably shocked at the level of miscommunication in this company. I don't know how many times I must waste my time and energy trying to rectify this issue that is clearly from Rogers end. After each call, every service representative would say that their past colleagues have made mistakes and it makes me question Rogers credibility and knowledge. They lack understanding and each time I request a follow-up, I never receive one. This service is unacceptable and based on the volume of community posts regarding Rogers customer service just shows that this company is only interested in helping themselves. Everyone who has struggled to cancel their services was in their right mind to leave this horrible company.
Customer service agents should not be signing customers up for contracted deals when they specifically state it is not a contracted deal. Moreover, I am shocked that every time I called Rogers, I was transferred to supervisors who approved and stated that my cancellation fee is waived; yet, I am still dealing with difficulties. Can someone please help?
