Final Recourse – Systemic Failures and Psychological Abuse in Rogers' Customer Service

[davidbernardi]

Dear Rogers Community,

On Dec. 9, 2024, I endured a 9-hour ordeal with Rogers' customer service, encountering systemic neglect, deliberate obstruction, and psychological manipulation—including gaslighting and abusive tactics meant to deflect accountability and obstruct resolution.

As a 25-year professional writer, I didn’t miss a single detail. I’ve meticulously documented every moment with full transcriptions, timestamps, and corroborating screenshots, exposing a pattern of abusive practices. Despite my efforts to resolve this through proper channels, Rogers’ complaint function remains inaccessible, leaving me no choice but to share my experience here.

This is bigger than my case. I’m taking this public and will arm others with tools to detect, identify, and dismantle Rogers' manipulative, psychologically abusive customer service tactics. I’ll ensure this reaches the broadest possible audience to hold Rogers accountable.

If Rogers wants to avoid this escalation, I expect immediate resolution of my issue, fair compensation for the immense stress and wasted time, and procedural reforms to prevent others from experiencing the same.

The choice is clear: respect your customers or face public accountability.

Sincerely,

DB

***Added Labels***

[RogersCorey]

Thank you for contacting us in PM, @davidbernardi. I will continue to communicate with you there as we'll need to gather your account information securely before we can offer full assistance for your concerns.

It isn't clear from your post what happened so if you wouldn't mind sharing some details, that would be most helpful in getting us started towards helping you find a resolution.

~RogersCorey

[davidbernardi]

I appreciate your offer and want to briefly share what Rogers has subjected me to: a deliberate and systemic campaign of obstruction, manipulation, and neglect that violates both accessibility laws and basic customer service ethics. Over the course of three separate chats, I’ve documented their representatives engaging in gaslighting tactics, scripted deflections, and procedural delays designed to exhaust and frustrate me into abandoning legitimate concerns.

Rogers has repeatedly denied reasonable accommodations for my health condition, directly contradicting their legal obligations under the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. They have also terminated conversations without consent, threatened to disconnect while I remained engaged, and provided false claims about their capabilities, exposing their system as one that actively obstructs rather than resolves.

If this matter is not resolved immediately and fully, I will escalate with a coordinated response, including formal complaints to the CRTC, CCTS, Ontario Human Rights Tribunal, and other regulatory bodies. I will also bring this issue to public forums, consumer advocacy platforms, and media outlets to expose Rogers’ systemic failures and help others fight back against this corporate abuse.

Rogers has chosen to prey on its customers rather than serve them. I intend to ensure they are held accountable.

Thank you

[RogersZia]

Good evening @davidbernardi, we have already responded to your PM from earlier today. We're happy to continue the conversation on there. 

RogersZia

[davidbernardi]

Summary of Today’s Conversation (Separate from Prior Issue)
This is regarding a new issue I experienced today, unrelated to the previous matter that prompted the moderator’s response. I attempted to resolve a straightforward request: activating an eSIM for my smartwatch via Rogers' chat platform. The conversation revealed a series of systemic failures:

1. Repeated Deflections: I was told to go to a store to resolve an issue that can clearly be handled online or through chat.


2. Refusal to Escalate: Despite numerous requests, the agent explicitly confirmed there is no real-time escalation option available through chat—only a callback process, which I cannot use.


3. Accessibility Violations: As someone unable to use voice services, I highlighted that forcing me to rely on a callback violates accessibility standards under the Ontario Human Rights Code.


4. Obstruction of Accountability: When I attempted to save a transcript of the chat, the “Send Transcript” button remained grayed out, and closing the chat window erased the record. I documented this issue with video evidence, as it appears to be a deliberate system design to suppress accountability.



This experience demonstrates not only Rogers’ inability to resolve customer issues efficiently but also systemic disregard for accessibility and transparency. I intend to escalate this matter formally to the Human Rights Tribunal and the Office of the President as part of a broader pattern of service failures.

Now you have a tsunami coming at you. Tell the office of the president to get ready. Tell them to address my original complaint and to respond to my requests appropriately.

No more getting blown off. Any more attempts to deflect and I will be addressing this in a very public way.