Did not receive my cancellation confirmation email

[Joannzzz]

I tried to cancel my internet service on March 18th and was told I would receive a confirmation email within 24–48 hours. However, I never received anything. I called again on March 23rd and was informed that the first agent hadn’t even initiated the cancellation request. It’s now March 27th, and I still haven’t received any confirmation email. I’ve checked my spam and junk folders multiple times, but there’s nothing there.

**Labels Updated**

[RSTRA]

Rogers probably gives their agents a hard time when they can’t save a customer, so it is probably just easier to not process the cancellation.

[RogersYasmine]

Hello @Joannzzz ,

Thanks for sharing your recent experience in our community forums. 🙂

It's strange that you still have not received any email confirmation for the cancellation of your services. Just to clarify, the confirmation email should be sent within 24-48 hours of the actual cancellation date (not the request date). So if your cancellation was to be completed on March 18th, then you certainly should have received it by now. If it was a future-dated request, then you'd get the confirmation within 24-48 hours, once it has been cancelled.

We'd be happy to investigate further for you to see what is going on. To get started, please send us a Private Message @CommunityHelps. For more information on how to send a Private Message, please click here.

Thank you,

RogersYasmine