Worst customer service ever. I have been fighting for nearly 4 months to get 2 data add ons removed from my account. I received a text saying I was close to being over my data, & I could text to add on extra data for $10 or $20, which I did. A few days later when the month had reset I texted back to cancel the add ons. I received confirmation for both that they would be removed from my account. Next month they were still there so I chatted with someone & was told they’d be removed & they could “offer” me a $30 credit (like it wasn’t owed to me!) Another 2 1/2 months go by & they are STILL on my bill!! I chatted with someone again today & was told I didn’t have the authority on the account to cancel them. So let’s get this straight - I got the text on MY phone to add data. Which I did. I got the text on MY phone saying text back to cancel any time. Which I did. I was texted back that they were removed. They weren’t. Chat guy today conveniently can’t see evidence of me canceling them. Luckily I saved the texts & offered to send screen shots but no, that’s not possible. I am SO over Rogers & their completely despicable customer service! Don’t sign with them.....ever
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Welcome to the Community!
I realize you've had a rather challenging experience. Just to provide a little clarification, only the Family Data Manager on your account can cancel a Monthly Data Add-on. If your account does not have a Data Manager, only the main line on the account can cancel the Monthly Data Add-on.
The changes take effect on the first day of your next billing cycle. If you have more than one Monthly Data Add-on you will have to cancel each one separately. You can do so by texting the word CANCEL to 222. You’ll receive an SMS with cancellation instructions. You will see a final charge on your next invoice, whether you removed the Monthly Data Add-on in the middle of your bill cycle or at the end of it. This charge covers the Monthly Data Add-on for your current bill cycle.
Hope this helps, please reach back out if you have further questions.
Good evening @Gaesimm,
We try our best to ensure we can deliver a good customer experience on each interaction. I just wanted to take the time to explain how the feature cancellation works. We want you to know we do appreciate your long term association with Rogers.
If you still require assistance with the account billing do reach out to us via PM @CommunityHelps and we'd be happy to assist you. If you're not familiar with our private message system, please click here to learn more!
You consider 4 months of complete frustration “worked out” ? I communicated with customer service several times & the guy at the Rogers store wanted nothing to do with my problem & only called head office because he was told to.
The bottom line here is THERE’S A FLAW IN THE SYSTEM. For the life of me I cannot understand why everyone refuses to acknowledge that.