Frustrated beyond belief

[User1888344]

@Rogers has completely failed me as a customer. I’ve been trying to resolve an issue that THEIR support team created, and despite escalating my complaint to the CCTS, I have now been left completely in the dark for 4+ business days in a row with no response. Multiple times! This issue has now been going on for over a month. 

Timeshia, the representative from the Office of the President handling my case, refuses to reply to me, leaving me without any way to fix a mistake her own company made. She even told me that my device was returned—when in reality, I’ve been using the exact same phone for the past two years. How is it possible to get something so basic completely wrong?

To make matters worse, Rogers canceled my account in February, created a new one without my consent, double charged me that month, and then applied the credit to the CANCELED account—where I can’t even access it. Because Timeshia won’t respond, I have no way to get this fixed. Every single delay is making the situation worse, and the complete lack of accountability is beyond frustrating.

At this point, I’m not even surprised. Rogers has already seen a 118% increase in complaints in the past year (link), and it’s clear they have no interest in improving their customer service. But ignoring a paying customer for nearly a week, despite a formal complaint, is absolutely unacceptable.

I expect an immediate resolution and a response from someone who can actually fix this. If you’ve had similar issues with Rogers, I encourage you to speak up—clearly, they aren’t holding themselves accountable.

#RogersFail #CustomerServiceFail #CCTS #DoBetterRogers

***Edited Labels***

[RogersZia]

Good evening @User1888344,

Welcome to the Community!

It is really disappointing to learn about the delayed resolution with your accounts. Please send us a PM @CommunityHelps so we can look into this for you. You can find detailed info about our private messaging in this blog. 

RogersZia

[mattbru]

I can relate to your experience with the office of the president with my recent experiences. Never answer,return voicemails and even after they schedule to call you they don’t. As a « last line of customer service » I was expecting some sort of functional system lol. All that to say I’ve had better luck with the general helpline and this community forum.

[User1888344]

It's so infuriating.

So many things have gone wrong with Rogers that I actually refused to schedule a phone call and asked for everything in writing, because now they're telling me things I asked for in person in 2017 aren't documented and they're using that against me. So some advice would be to get everything documented in writing and refuse the phone calls. it's so weird Timeshia was fine to call me immediately, but when I asked her to email me instead, it's been radio silence. So it makes me think they want us to agree to some nefarious stuff on the phone that they know they can't put down in writing. Isn't that sus!?!!?

it's the level of incompetency that gets me. Any time I've talked to someone they've just so blatantly got everything wrong that it's clear they just don't care. Here's a brief list of things they've gotten wrong:

- Set my account to a business account in 2017, despite me asking for a consumer account. They're now telling me I didn't do this because they don't have a record of it - bro your records time and time again prove to be wrong (keep reading for more proof lol)

- they finally cancelled the business account, moved me over to a new account, didn't tell me my account number, charged me 200 dollars for both accounts two weeks apart from each other,

- I couldn't access my new account online, when I called the Rogers line she told me I couldnt because I had a new account number I was never given, when I reached out to the person who switched my account it turned out that they hadn't added my email address to my new account so nothing was connected 

- when they made the new consumer account they didn't give me the account number

- my save and device return is up march 29, 2025 (i received an email from rogers december 29 2024 letting me know which started this whole thing), when i went to the rogers store three weekends ago they told me that when they switched my account they removed my device, and now a device THAT I DO NOT OWN 

- Timeshia, in the one response I've gotten from her since filing my CCTS complaint on March 5th stated ` I understand that you have returned the phone back to Rogers` NO TIMESHIA I AM LITERALLY WRITING THIS ON THE SAME PHONE LMAOOOO like i actually do not understand where she got this incorrect info from but it's so embarrassing for her that she's trying to desecalate a situation and tell me i'm wrong but she can't even get her facts straight

[RogersYasmine]

Greetings @User1888344 ,

Thanks for sharing the detailed summary of what's been going on with your account. I'm sorry that there seems to be some misunderstandings or possible miscommunications that have taken place. I'm hoping we can review your account with you to see if we can figure out what's happening, and what the next steps are. 

If you are willing, we'd love to assist. Kindly send us a Private Message @CommunityHelps and we'll be happy to have a look! 

Thanks!

RogersYasmine