Escalating an issue with the Presidents Office

[wendella5050]

I have submitted two successfully received online forms to escalate my issue.  So frustrated after multiple live chats and phone conversations.  Misinformation, conflicting information, etc.  Will anyone actually call me back or am I kidding myself that anyone out there cares about this 30 plus year Rogers customer???

*** Edited Labels ***

[RogersTony]

Hello, @wendella5050 

Welcome to the Rogers Community Forums.

It is disappointing to hear about your recent experience with us.

• Can you describe the issue that you are looking to escalate? 
• Were you able to escalate the matter via the live chat or phone agents that you spoke with?

If you submitted a form online it could take up to 2 - 3 business days to receive a response. In the meantime, we can help you once you have provided us with more details.

We look forward to hearing from you.

RogersTony

[wendella5050]

Thank you for your response.  

My issue is with account changes and poor customer service.  My promos were ending and I had agreed to a plan with an agent on the phone on the 1st of Feb.  On the 3rd my bill rolled over and it was $100 higher rather than $30 less.  Each agent I have spoke with (2 phone calls and 2 live chats = 5 hours) gives me different answers and says the notes on my account weren't clear.  Then they try to offer me a plan that's more expensive with a contract and I'm only asking for what I had agreed on with the Rogers Agent on the 1st.  I was also told after they couldn't help me that a "supervisor" would call me back within 24-48 hours and they would verify my call that I had with the agent on the 1st.  No call back and a live chat agent said supervisors dont call back and they don't listen to the recorded calls to verify info so not sure why I was told that.  So getting the run around and just wanting someone to listen to me and stand by what they had offered and what had been agreed upon.  Not sure who to believe and, at this point, not sure that anyone cares.  Customer service like this from a company the size of Rogers is inexcusable.  Submitting this form was my last attempt before just cancelling and moving on.  

[wendella5050 · Accepted solution]

I received a call back from Sukhi at the Office of the President this morning.  She was great!  Stood by the original offer, is crediting my account for the overage and sent an email documenting it for my records.  It was a frustrating experience but I am happy with the outcome and happy to know that someone out there in Rogers Land was able to make this right.  

[user680806]

@RogersTony any idea how to actually get a reply from Presidents office? Took numerous hours of effort to get to the presidents office and although they took care of some of the issues, there are many items outstanding that were either previously promised, or errors in billing that I have since caught totalling hundreds of dollars charged and paid erroneously.


I have since sent 5 emails, left a number of voicemails, “shared a concern” via online form and nothing.

Although I have come to expect this poor service from rogers agents over the past 20 years of being a customer, this lack of service from the Presidents office is unheard of.

Used to be ombudsman office but can’t find that info anymore.

Being ghosted by the Pres office, what are my options? BBB, CRTC?

This is now beyond frustrating and unacceptable.

[RogersZia]

Hello @user680806,

Welcome to the Community!

Once an online form is submitted it can take 2-3 business days to receive a response. If you'd like us to review your account in the mean time, you can send us a private message @CommunityHelps so we can assist you further.

RogersZia

[Friar5]

I have had the same experience and have just sent in a form as well. I can only pray that I get the same results. 

[ZR2024]

What step did you take? where di you send yoru compalints to reach the Office of the president??? PLEASE HELP!!!

[wendella5050]

log in online.  go to the top black bar and click on support.  then scroll down to the bottom where it says resolve your concern and click on "escalate your concern.  submit it and give it a few days and then send another if you don't hear back.  I sent two and heard back after the second.  good luck

[RDL76]

I went through the Commission for Complaints for Telecom-television Services both times I dealt with the President's office and it worked.

[emyjay]

Only 30 years? They don't care. Ted himself dug the trench for Cablevision in 1964 in front of my house. Still bad service.

[EDfedupcustomer]

Hi Tony - can you put me in direct contact with Sukhi from the OOP? I've recently had 2 disappointing experiences with other OOP employees that haven't followed up nor honored their commitments after 5 months of effort. The current OOP employee has not called back as promised since March 12, 2024. My case dates back to Jan 6, 2024 regarding a mess created by Rogers dating back to October 2023. 

Your assistance connecting me to Sukhi would be greatly appreciated.  

[EDfedupcustomer]

Emyjay, I agree with you 100%!   Would Rogers still exist in a free competitive environment? 

I personally don't think Roger's should be allowed to acquire new customers or new entities until they get their service levels up to par and address all these ongoing issues. The fact that loyal, longstanding, existing customers have to wait over 3 to 4 hours to try to reach a customer service agent on the phone is completely unacceptable. Especially when you can reach Rogers Sales / New accounts agents in record times (under 5 minutes on average).

I recently conducted a series of calls to Rogers main line, selecting the option for new customers and guess what the results were:  as little as 2 minutes to connect, on average less than 5 minutes to connect, longest wait time was 12 minutes to connect (which only occurred once). During one of my calls to New Accounts,   I was advised they could not address any concerns regarding my account, nor put me in touch with the appropriate person nor the OOP.  The Roger's employee's supervisor in the background told him to hang up on me, which afterwards, he politely disengaged. Does this tell you Roger's values their customers?  I personally don't feel valued at all, but instead, I feel taken for granted.

I'd love to hear how everyone else feels about Roger's prioritizing Sales and New Potential customers over existing, loyal, and longstanding customers.  

[FrustratedIam]

I totally understand you! Same here… Dealing with the President office is NOT an easy thing… they just don’t answer you!!! It is the third email that I am sending… plus 2 phone call messages. Still not having any answers. All I am asking for is a detailed bill … that they don’t want to send me! They came up with a total bill… but no bill can be given… so I still don’t know what this amount is justified. So much time and energy spent on this. And I am not explaining you what brought me to the president office complaint system! It’s insane….

[Maryyumzubair]

How did you contact them?

[57]

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@Maryyumzubair wrote:
How did you contact them?

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Use the following "Share a concern" link:

https://www.rogers.com/contact/share-a-concern/

[JimParsons]

So I tried the "Share a Concern" form on Wednesday morning, chose the option to respond via E-mail, but instead got a phone call at 3pm while i was at work with the 1-866-522-7502 number to call. I just called them now after finishing work and spoke to someone (not the person who left the message) and repeated what I filled out on the form (its like they had NO record of it) and they could do absolutely NOTHING to address it, so I am now seriously considering cancelling all of my services and filing a formal written complaint with the agencies that deal with Bell and Rogers customer complaints. Here is what my concern is:

I was paying only $148.99/month for 1.5GB internet, the Premier Ignite TV package, Home Phone Choice and some theme packs. I had 3 discounts and 1 of them was getting my Ignite Entertainment TV boxes for free (so $20 discount). These discounts expired on June 8th so I changed my plan to Ignite Total TV  over the phone which was $179/month but I thought it would still include the $20 discount on the 2 boxes. After seeing the changes and finding out it wouldn't I contacted MULTIPLE  agents both on the phone and through chat and they all said this discount was no longer offered. I then called Bell and was offered the EXACT same package PLUS Crave and STARZ for a year for only $165/month, so I tried calling/chatting again and mentioned this and asked if they could offer me anything similar and they said no.

I tried repeating this many times to the person I just spoke with in the Management Team and he still refused to offer me ANYTHING. I told him I have been with Rogers for over 15 years and he had the AUDACITY to say it depends on each customer and how long they have been with Rogers, and I know new customers would receive better deals (just like i am being offered with Bell). I finally told him what I said above.

This is by far the WORST customer service I have EVER seen from Rogers. I will be sharing this on Facebook and X and Instagram and will definitely be cancelling all my services within the next 30 days.

[nmuzyko]

Hello All,

The same here. I already canceled all the Rogers services quite a long time ago and was VERY happy, but unfortunately I was forced to deal with Rogers again when I moved in to condo with Rogers bulk contract, meaning internet is included in condo fee. When I added simple TV service I was shocked, I actually was charged twice what was charged for the same service without bulk agreement. It took me a lot of time to try to resolve this issue with Rogers on all levels. Full ignorance from Rogers. So I filed a complaint with CCTS, and about in a year when the CCTS completed investigations in my favor, I still cannot get the things right. Needless to say that CCTS determined that I overpaid for the services and Rogers was supposed to make a refund, to my surprise I still was charged with late payment fee and had to spend more hours over the phone to make them remove those and process the refund. And even after CCTS decision I was not able to restore my TV service with Rogers, they keep ignoring the CCTS decision and I just gave up. Having now Bell TV services, exactly as advertised.

Therefore, do not hesitate, do not waste your valuable time, just switch. Thankfully now it is not a problem to switch internet providers, since most people do not have their e-mail addresses tie up with the provider as used before (long time ago) 🙂

Hopefully, it will help.

Complain to CCTS directly, this will be faster to get Rogers attention, and hopefully they are getting fined for such complaint.

[Dimitra25]

I had a bad experience with the President’s office. I’m in process of getting quotes from other service providers and will be cancelling all my services: home phone , internet, tv, cellphones and smart home soon. They don’t value customers especially those that have been loyal and with them for 20 years! When I was really sick and had lost my job I still paid my bill and on time. Never late. All I asked for was a better price so I can get back on my feet and this girl was so cold and unempathetic it really upset me and exacerbated my symptoms as I’m still healing. They like to throw in the big words on calls but it means nothing , it’s all for call recording purposes to show they followed process. This was the last straw for me.Oh and she had the audacity to say people play games and call in multiple times to see who will give them the better deal! I was shocked to hear the words coming out of her mouth, accusing customers of playing games. If Rogers got it right the first time, people wouldn’t have to call in multiple times lady! 

[JimParsons]

The ones plying games are Rogers. Why do they not offer any real discounts until you cancel your services either through phone number portinf or calling them? Also a woman from the Office of the Prescient responded to my CCTS complaint and said they were objecting to it being accepted because complaints about pricing and services do not fall under their scope. Technically this is true but I replied to her saying she either offers me the $20 per month (retroactively at this point) or I will be cancelling all my services and neither the CCTS or her have replied since: I now bought a wifi mesh system out of pocket so I think I will try switching to Bell again.

[nmuzyko]

CCTS process is long, you have to be patient. It might take 6 month or more to be resolved with CCTS help.