Escalation Frustration

[scutting]

So frustrated with Rogers. Was advised in mid-June that phone returns could be done at any store on or before due date. Went to the store on the due date and was told we could only return the phone to the originating store. Went to the originating store and they would not take it. We cancelled the phone while we were in the store and were advised by the cancellation department (who the store called directly) that they would send a return package through the mail and we would not be charged. Guess what - no package and a $470.00 charge. Called into customer service and had to fight for an hour and a half with two different agents before an escalation was even proposed. Finally got an escalation but zero response after day 4. Specifically asked to be contacted by day 3 so that I had this resolved before vacation. Followed up with customer service today - no support. They couldn't tell me anything, said the escalation had gone up the chain but they could not give me any details or even provide a contact number. Disgusted.

**Labels Edited**

[RogersJermaine]

Hi @scutting,

Welcome to the Rogers Community Forums and thank you for sharing your most recent experience with us. We do hope that since you have last posted that you were contacted, and the issue has been resolved. If not and you still require assistance, 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

[scutting]

Good Afternoon - this remains outstanding. I was emailed by the Office of the President on July 19th and given a contact name. I have left multiple voicemails but have not yet been able to connect with the contact as he either calls in the afternoon (when I am at work) or is on vacation (does not update his voicemail notification to reflect that). I am beyond frustrated now -  have a $470.00 charge on my account that is overdue and a phone I have been trying to return since June 28th. 

[scutting]

Had my nephew had a phone on my account under the Return and Save program. Date for return of the phone was June 28th. He called Rogers on June 22nd and was told he could return the phone to any store on June 28th. Visited the store on the 28th and was told the account holder needed to be present and it had to be returned to the store it was purchased from. On the same date, we attended the store in the evening and they refused to take the phone. The customer service person called the cancellation department and after 1.5 hours at the store (in Courtice), the cancellation department confirmed that I would not be charged anything and they would sent me the purolator package to return the phone.  Two weeks wait and nothing, except a charge on my bill. I have called customer service multiple times, the issue has been escalated and sent to the Office of the President. After 5 days, Even from the Office of the President sent an email and said he would be in touch. I asked that he contact me within 3 business days because I was going on vacation. I even tried to call the weekend prior to leaving (Evan is supposed to work Thurs - Mon 11:00 - 7:00) and left a message asking for an evening callback at his convenience.  No call, but I did receive an email that he was off that weekend. I responded and asked him to call me in the evening - I saw on my call display he called twice during the week at 4:30 with no message. Since July 19th, I have been leaving messages every other day and received zero response. Now the amount is past due, collecting charges and I cannot get any support from anyone at Rogers. Absolutley frustrated and feeling defeated.

[RogersMoin]

Hello, @scutting. 

We appreciate you keeping us posted; it's disheartening that you are still awaiting a resolution. We understand how important it is to resolve this matter promptly. We can follow up and expedite the callback for you. Please send @CommunityHelps a private message. We detailed more info about our private messaging in this blog. 

Regards,

RogersMoin