Device upgrade

[sunil4k]

My device upgrade is due now and my account’s up to date, but Rogers is refusing to upgrade my phones. They’re saying the devices haven’t been returned yet, even though my new bill isn’t even ready. That’s what customer care told me. Now they’re also saying I can’t upgrade because my credit rating with TransUnion isn’t good.

So I asked if we could just transfer the phone lines to my wife since she has an excellent credit score — but they’re refusing that too, saying it’s too late by 15 days. Apparently, it could’ve been done two weeks ago.

What choice do I have now? Maybe I should just switch to Bell or Telus, return these devices, and get new ones through them. Honestly, how does any of this make sense to Rogers? Treating a customer who's been with them for 15 years like this is just pathetic.

***Edited Labels***

[RogersJermaine]

Hi @sunil4k,

Welcome to the Rogers Community Forums and thank you for your post! 

We do appreciate your loyalty over the years, and we would like for you to benefit by keeping your services with us. Since your last post have you spoken to our support team yet to have this looked into? We would be happy to review all possibilities and work with you towards a resolution. 

Please feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our private messaging system works, please check out our blog.

Regards,
RogersJermaine