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Escalating an issue with Office of the President

blook
I've been here awhile

Trying to upgrade iPhone & plan for well over 2 months. Escalated issue twice to Office of the President since Feb. 1/24. Rogers agents promised someone will call back in 3-5 days. It's already been two weeks and still no calls from Rogers. How long does Rogers take to call back their customers? I need someone from Rogers to get back to me ASAP or else you will be losing a customer!!!

 

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Re: Escalating an issue with Office of the President

mariod
I've been here awhile

Since the "free upgrade" (1st half of last year) I had nothing but issues with the "free upgrade". Rogers support (chat/phone) was following their scripts and passing me from one level of support to another  resulting in Rogers technician visits on regular intervals due to loss of connectivity lasting from few hours to a few days. This was all recorded in the chats/phone discussions. 

In the meantime, I sold my condo, returned cable modem to Rogers (via Canada Post), paid outstanding bill (for terrible service received from Rogers in 2023), handed over my keys to the lawyer - and moved out (August  2023). Rogers kept billing me for the service and I kept calling Rogers to stop. I provided tracking number, and they kept explaining that the receipt is confirmed once the warehouse processes returns, not when I ship return. They said that this is normal and that the accounting will "fix" the bill and everything will be fine.

 

It is the end of February, 2024 and I am still receiving bill reminders from Rogers:

 
 
Screenshot 2024-02-26 at 08.47.55.png
 
.... despite the fact that my accounts have been already cancelled:
 
Screenshot 2024-02-26 at 08.51.18.png
 

If I pick up a phone and Rogers, first, I will have to wait long time before somebody picks up. Then I will have to explain the history of the World before the agent transfers me to a 'specialist'. Specialist will need World history refresher before he or she calls for 'big guns' help. "Big guns" have this soothing voice and confidence as if they are about to apply anaesthetic before initiating surgery. Then the call is over and I am still in ecstasy because "finally" - my problem will be resolved. And then we repeat exercise regularly.

 

In the meantime, my credit rating dropped from green (high 800's) to orange (mid 700's).

Reason:

 

- I have "delinquent account":

Screenshot 2024-02-26 at 09.00.59.png

 

Should I seek legal protection against Rogers, or should I just pay extortion "fee" and get over with it? Any comments?

 

Thank you Rogers! 

I will never be your customer ever again.

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9 REPLIES 9

Re: Escalating an issue with Office of the President

VS10
I've been here awhile

It's the exact same situation for me, too. I am unsure how Rogers can have so many unresolved issues. Is there any mechanism to resolve customer issues? I will not think twice now about moving this matter to social media to raise awareness.

Re: Escalating an issue with Office of the President

RogersCorey
Moderator
Moderator

Good morning @blook and @VS10

 

I am sorry to hear that its been two weeks and you still haven't received your call back from the Office of the President.

 

We'd be happy to take a closer look to see what is happening with your call back! Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

 

Regards,

RogersCorey

Re: Escalating an issue with Office of the President

mariod
I've been here awhile

Since the "free upgrade" (1st half of last year) I had nothing but issues with the "free upgrade". Rogers support (chat/phone) was following their scripts and passing me from one level of support to another  resulting in Rogers technician visits on regular intervals due to loss of connectivity lasting from few hours to a few days. This was all recorded in the chats/phone discussions. 

In the meantime, I sold my condo, returned cable modem to Rogers (via Canada Post), paid outstanding bill (for terrible service received from Rogers in 2023), handed over my keys to the lawyer - and moved out (August  2023). Rogers kept billing me for the service and I kept calling Rogers to stop. I provided tracking number, and they kept explaining that the receipt is confirmed once the warehouse processes returns, not when I ship return. They said that this is normal and that the accounting will "fix" the bill and everything will be fine.

 

It is the end of February, 2024 and I am still receiving bill reminders from Rogers:

 
 
Screenshot 2024-02-26 at 08.47.55.png
 
.... despite the fact that my accounts have been already cancelled:
 
Screenshot 2024-02-26 at 08.51.18.png
 

If I pick up a phone and Rogers, first, I will have to wait long time before somebody picks up. Then I will have to explain the history of the World before the agent transfers me to a 'specialist'. Specialist will need World history refresher before he or she calls for 'big guns' help. "Big guns" have this soothing voice and confidence as if they are about to apply anaesthetic before initiating surgery. Then the call is over and I am still in ecstasy because "finally" - my problem will be resolved. And then we repeat exercise regularly.

 

In the meantime, my credit rating dropped from green (high 800's) to orange (mid 700's).

Reason:

 

- I have "delinquent account":

Screenshot 2024-02-26 at 09.00.59.png

 

Should I seek legal protection against Rogers, or should I just pay extortion "fee" and get over with it? Any comments?

 

Thank you Rogers! 

I will never be your customer ever again.

Re: Escalating an issue with Office of the President

blook
I've been here awhile
Still no response from Office of the President. Was online chatting with two Rogers specialist (Mike from London, ON and Tim) over the weekend (Feb 24 & 25/24) but both chats were disconnected after half hour. Neither agents had the courtesy to call me back. All I need is someone from Rogers to resolve my issue and call me back. You have my cell number. I'm available anytime to talk. Two months and counting ..,,

Re: Escalating an issue with Office of the President

@mariod if you don't already have a printout of your credit report with the derogatory reports from Rogers, obtain the latest credit report, which should have those entries.  With that report in hand, contact the Equifax or Transunion (don't remember which one Rogers uses) and dispute every report that Rogers has submitted.  Use whatever term you choose, false report, corporate screwup, or much worse.  Demand a retraction of every derogatory report and a recalculation of your credit rating to where it was previously.  The credit ratings agencies aren't your friends and you have to protect yourself and your credit rating from their automatic arbitrary decisions and calculations.  That means going to bat for yourself to dispute incorrect submissions to your credit file, having them removed and your credit rating restored.  Do not wait for Rogers to sort itself out.

 

In this particular case, you might want to submit a complaint with Consumer Protection Ontario:

 

https://www.ontario.ca/page/credit-reports

 

@mariod when you're logged into the forum, look for a number overlaying the envelope symbol in the upper right hand corner.  That indicates that a message is waiting for you.  Follow that envelope symbol down to the message in box to read the message.  

 

Re: Escalating an issue with Office of the President

mariod
I've been here awhile

Thank you for the reply.

In the meantime I had chance to speak to the 'representative' behind the "Office of the president". Very polite, spoke coherently, called me back 3 days later, to tell me that he is still working on the resolution. During the each call I think I was told to wait 5-7 business days.... which amounts to 2-3 weeks to provide solution.

Today (March 13), I received a "solution". Here is the short version of the solution:

"We are contacting you to advise you of a balance outstanding on your cancelled account....  ... If we do not receive you payment, your account may be assigned to a third party collection agency which will negatively impact your credit bureau file(s)."

 

So, I will pay the extortion fee to them as I do not want anyone knocking on my door and provoking me to act with unimaginable consequences.

I will follow your suggestion to contact  Consumer Protection Ontario and I believe somebody suggested complaining to CRTC.

The bottom line is - no competition - poor service - no protection - no rights. But we see deterioration of everything across the board.

Again, thank you for listening and providing guidance.

Re: Escalating an issue with Office of the President

@mariod when you signed up with Rogers, you should have received the following documents:

 

1.  Critical Information Summary

2.  Rogers Residential Service Agreement

3.  Rogers Terms of Service and Other Important Information

 

Go back thru your email, including the spam folder to see if you can find the email from Rogers that contains those documents.  And then go thru the documents looking for any Early Cancellation Fee.   That will most likely be found in the Critical Information Summary and Rogers Residential Service Agreement.  If there is an indication of an Early Cancellation Fee then Rogers definitely has you by the ......  On the other hand, if the customer service agent did not mention any Early Cancellation Fee when you signed up for Rogers services, then to me, imposing an Early Cancellation Fee is a unilateral change in the verbal contract between yourself and Rogers.  That is not allowed, but, the devil is in the details.  You have some research ahead of you if you're going to fight Rogers on this. 

Re: Escalating an issue with Office of the President

mariod
I've been here awhile

The 'scheme' with Rogers was created by the condominium where I purchased apartment. There were no documents exchanged between Rogers and the condo owners or I was not offered any. Before I sold the apartment, I discovered that an account was assigned to each of the condo owners while condo was collecting monthly fees and paying the total bill to Rogers. Considering that condo corporation is a bunch of lazy and incompetent individuals (not to name them the way I actually feel) the scheme was planned and executed for the benefit of the condo and in this case Rogers. During the past 6 months there were no words about Early cancellation fee. They could have mention it and I would have no leg to stand. But they are claiming that I did not return the modem, which is a different category. For that matter they could claim 'no return' even with provided tracking number because - Canada Post can misplace it, the guy at the Rogers dock can misplace it, the Rogers technician can take the modem and assign it to another customer - all before the given hardware is properly removed from the previous customer account. Unless I was given opportunity to bring this stupid box to Rogers store and let them check the serial number, power cord, and capture it in the system and give me the receipt - they can claim anything and send their thugs knocking at your door and destroy your credit rating - why? Because they can - there is 'zero' competition, there is 'zero' accountability, leading to  'zero' protection and those sitting in Ottawa have a different agenda.

At this point,  I know that no matter what, I will never ever sign up for anything offered by Rogers unless my lawyer confirms legality of the contract. However, the likelihood of wasting more time on Rogers is slim to none.

Re: Escalating an issue with Office of the President

Jimf60
I've been around

Omg I am in the middle of a near exact situation.

I wish i could add to this but it is almost word for word. I am now at the stage where the specialist assures me it will be 3 to 5 business days and everything will be resolved.

Horrible customer service.

How do I escalate this to office of the president?

 

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