I am contacting you to escalate an issue that your customer service has not been able to resolve.
Details of the issue
I canceled my bundled services (Internet & TV) with Rogers on December 21, 2024. I was then given a return label to return the equipment within 6 months due to the Canada Post strike. I returned the equipment on March 04, 2025 and it was received by Rogers on March 06 at 7:45 am according to Canada Post at your Gateway Cir location.
However, this month (March) I am being charged $249.95 for the unreturned equipment + $225.00 cancellation fee. For this cancellation, I spoke to Nisha, she gave me her Interaction ID: I233. She said I would not be charged because I tried to keep Rogers but there is no coverage in my new home address. She added the notes in mu customer account about the waive of the cancellation fee.
Last Saturday 03/08 I called Rogers, the person said the Canada Post tracking number: 4006859743964771 was not pulling any information. She told me to call back in a few days.
Today, 03/15, I waited for more than two hours to be connected through chat, I spoke to Deepak, he couldn't find the right information about the tracking number, it says multiple PIN. This tracking number was provided by Rogers in the return label and I have it in the receipt from Canada Post. Canada Post said by their chat it was delivered on March 06, 7:45am.
I also tried to cancel the Disney Plus subscription, he said I should cancel through the app, that option is not available to me in the app or website.
Please help me, I am expecting the cancellation and unreturned device fees to be waived and the Disney Plus subscription to be canceled.
This is far below my expectations from Rogers, a customer should not be treated like this. If I have returned the equipment and I can prove it, then it is an internal process of Rogers that failed and I should not be held accountable/penalized for that.
Thank you.
Amanda
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