Customer Support Issues/Feedback for Chat

[terryesposito]

I recently switched to Rogers where I talked with a Support Agent in chat that promised things like a $5 BYOD discount, waiving the setup fees, and an additional $120 bill credit - fast forward to receiving a huge bill and chatting with another Support Agent to be told that the $5 BYOD isn't a thing, the setup fees are still due and will be credited back in "2-3 bill cycles", and that there is no additional $120 bill credit on my account.

I feel completely taken advantage of after talking with that original Support Agent. It's so frustrating to be told all these things then find out he wasn't honest about any of it.

Has anyone else experience this? Being told one thing in support then finding out that you've been lied to? I reached out to support again and was assured that the setup fees were going to be credited, but how am I supposed to trust this when I've previously talked to support and told to be assured it would happen and it's special promo codes on their end that they can't reflect in the agreement or bill?

***Added Labels***

[RogersJo]

Greetings @terryesposito 👋

Welcome to the Community and congrats on your first post with us! We're happy to have you on board with us! I'm saddened to hear about the billing issues you're having. This is most certainly not the type of experience we want you to be having.

Did you happen to receive an interaction number for the initial conversation and agreement? We do note the account with the details of what was agreed upon. We would be more than happy to have a further look for you to confirm on our end if you'd like. Feel free to send us a PM @CommunityHelps using the steps found here. 

Looking forward to hearing from you,

RogersJo