Hi,
I have had Rogers Infinity Home Internet since 2022. In August 2024, a salesperson from Rogers called and offered me a new plan: 1.0 Gbps speed with a $5 discount on my monthly bill. However, they did not mention that this offer came with a 24-month contract or that there would be a penalty for early cancellation.
At the time, I had a monthly plan(non-term) of 500 Mbps plan and found the offer appealing, so I verbally agreed to the change. Nearly five months later, I realized I had unknowingly entered a binding 24-month contract. When I contacted customer service multiple times, they simply told me that I had accepted the terms and apologized, which I find completely unacceptable and misleading.
I requested a recording of my call to prove that the salesperson never disclosed the penalty or the contract terms, but I was told there is a fee to access that conversation. This is extremely frustrating. I have never experienced such an issue with any other telecommunications company. Moving forward, I will not trust any sales calls offering promotions, as they may withhold important details.
Customer service refuses to revert my account to its previous plan and is demanding a cancellation fee if I choose to leave. This entire experience has been very disappointing.
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