Horrible Wait Times, Customer Service & Bad Billing

[MATT393]

I honestly have to say that, Rogers has the worst wait times to reach an agent, and it's 100% unacceptable. It's almost impossible to reach someone when you need support, but they are very quick to take your money. I went on chat on Sunday, and was informed that Rogers was "closed", what an a complete joke. It's now, Monday and I'm back on chat with 100 people ahead of me, it's ridiculous, but Rogers thinks it's ok to keep raising prices, $75 to activate a phone in store, $25 to ship a phone, $17 for additional TV boxes, but can't provide decent customer service when needed, it's just plain wrong. Always check your bills, Rogers has been known to add fees, and try and rip you off. Once again, this greedy corporation has proven again and again, that they clearly don't care about customers or value our time. I'll be cancelling my internet this week because of Rogers typical nonsense, and I'll have to pay an early cancellation fee for horrible and unfair service. Rogers really needs to hire more people, train agents better and lower prices. 🙄

[MATT393]

*** UPDATE ***. The useless agent was I chatting with did not understand basic tasks, did not know what they were doing. I clearly told them to cancel my internet for June 6, 2025, and the idiot cancelled right away, so now I have no internet, and I tried to call Rogers, and "they could not take my call". What an joke. 😠

[RogersMaude]

Hey @MATT393, 

Thank you so much for taking the time to bring this up to our attention. Are you back online since you posted?

We know first-hand how important it is to stay connected, so we surely want to help you get to the bottom of this and make sure the way this matter was handled is addressed!

We'd like the opportunity to further assist you, if need be. Please send a message to @CommunityHelps so we can discuss your account, privately. For more information on our messaging system, click here.

We’re committed to offering a positive customer experience and apologize for any inconveniences this may have caused you.

Thanks!

RogersMaude

[MATT393]

I requested my internet to be cancelled for June 6, 2025 because of Rogers extremely poor customer service and horrible wait times and bad practices, and I won't pay for this kind of garbage service. The agent told me on June 2, 2025  that, I'd receive a return label with in 24-48 hours after it was cancelled via email. Three days go by, and I never received it, including the cancellation conformation. I went back on chat this morning to see what Rogers poor excuses were now. When I went on chat, there were 99 people ahead of me again. So, I ended the chat because I refuse to wait that long for another idiot that can't do their job properly and, can't complete or understand basic things. When my cell phone contract is up or if I ever get the chance to buy it out before it's over, I'll be leaving Rogers, and letting people know about this horrible company and how bad they treat customers. I had to contact the office of the president again to get my return label. *** Don't use Rogers useless chat or call center, just contact the office of the president if you want things done. ***

[RSTRA]

The original cancellation work order was probably never processed. 

[MATT393]

It had nothing to do with the original work order. The agent I spoke with on chat on June 2, 2025, had no idea what they were doing, and did not understand basic requests. Rogers just makes poor excuses for these useless agents.   

[MATT393]

It's unbelievable that, this company is so completely useless and provides completely useless customer service. It's unreal, and I'm getting sick and tired of it. I wanted to add the Rogers Xfinity Streaming to my account. You would think that would have been very strait forward, but no. I contacted the office of the president to add the service because the agents on chat were completely useless, and the agent from the office of the president was no help at the time and told me he would call me back at on certain date, well he did not call me back on the date he promised. I went back on chat to follow up and contacted Community Helps, and that agents could not help, and once again, was told to call Rogers. I refused to call because of the extremely long wait times, and I don't have time to be going back and forth, and I don't have time to wait for an agent for something so basic. It's very obvious, and clear that, Rogers doesn't care about their customers and just makes empty promises. I decided to cancel my request because of the extremely poor customer service and bought a fire stick. I've had too many problems with this company, and I think it's time to move my internet, and unfortunately my cell phone is still on a contract, but when it's done, I'll be leaving and letting people know. 😡😠.