I had some billing issues with my home internet service, so I decided to reach out to Rogers’ online chat support. After waiting a few minutes, I was connected to an agent named Harsha. That’s when things started to go downhill.
I explained my situation—not once, not twice, but three times over 20 minutes. Finally, Harsha managed to pull up my account details. At this point, I thought, Finally, we’re getting somewhere. But nope. Instead of helping me with my billing issue, she spent another 20 minutes “reviewing” my account, only to come back and try to sell me a mobile service plan.
I was stunned. I had clearly mentioned I was asking about my home internet service, and her response was to upsell me a mobile plan? Really? After 40 minutes of explaining my case, that’s what she thought I needed?
And then it got worse. For another 10 minutes, Harsha still didn’t seem to understand what I was trying to say. But instead of admitting she was confused, she turned it around and blamed me, saying I wasn’t being clear enough. I couldn’t believe what I was hearing.
Finally, it came out that she’d been looking at my Fido account the entire time instead of my Rogers account. To be clear, I had started the chat under “Home Internet - Rogers Xfinity” and mentioned multiple times that I was asking about my Rogers account. She even referred to me as a Rogers customer earlier in the conversation. But even then, she never admitted her mistake.
In total, I wasted almost an hour and left with nothing resolved. Worse, I had to deal with unprofessional and dismissive treatment the whole time. The lack of accountability and the way Harsha tried to shift the blame onto me was honestly the most frustrating part.
I don’t usually write posts like this, but this experience left me so disappointed and disrespected that I felt I had to share. Rogers, if you’re listening, this is not the level of service customers should have to put up with.
