Customer service

[PeterM1]

I have been attempting to contact rogers for over a week now. I have so far only been successful in contacting the billing department once, where they lied to me about making adjustments on the account. Even to the point of EDITING CHAT TRANSCRIPTS, so when I receive proof via email it looks like I'm just talking to myself at times. Absolutely disgusting practice!

Since then I have been unable to connect any chat or reach Rogers at all via any method.

I have not even received my SIM, yet my plan is active and over a week past its start, on top of being overcharged and billed before even recieving it.

Whats my solution here even? I'm ready to cancel everything and never touch rogers again, this feels like I have been straight up scammed.

***Edited Labels***

[strueman]

I guess Rogers really could care less about their clients.   Tried 3x to use the CHAT and it would just disconnect when it came to the actual requesting to CHAT to a service rep instead of their stupid Anna system  Then tried to call and, like always, they were experiencing an unusually large volume of calls {isn't it insulting that every time one calls there is an usually large volume of calls - then it isn't UNUSUAL}.   Then something I never expected beyond having to wait on hold for hours, Rogers told me to call back later. That is great service.  Glad I am paying them. 

[PeterM1]

Yea chat windows insta disconnected 90% of the time for me as well.

I just now managed to reach them via phone after only a 30min hold time, and confirmed a cancellation.

To find out they never sent a sim, can't modify my current bill or billing period etc... solution was for "me to drive to a rogers store" and I was still getting overcharged this month. Unless I cancled of course then its all fixed? Lol

Fingers crossed they actually do it here.

[PeterM1 · Accepted solution]

Service cancled, Still have a bill showing which I'm sure I'll have to dispute. Worst experience I have ever had as a paying customer somewhere.

[cosadolce]

We have had the same experience.  Yesterday, I spend over an hour and a half with ANNA customer service. That person then informed me that they couldn't help me.  I was very clear what I needed help with but they seemed increasingly more confused.  They then told me I needed to call in for help.  So I did as there was no other option.  That person supposedly was the right person to call but then they needed to contact another department and kept me on the phone while they were on hold with the other department.  The whole process took 2 hours not including the ANNA experience. After all that, they messed up the two things that they needed to do. I tried to get help online and spend another 1 1/2 hours with that person, who once again, was on hold with another department and felt it necessary to check in every 2 minutes to make sure I was still there even though they told me the wait times for the other department was 45 to 60 minutes.  I asked them to stop checking in and let me know when they were ready to move forward.  They responded that they couldn't do that and disconnected me. Another 1 & 1/2 hours wasted.