Horrible customer service experience while trying to resolve overcharge on my cell phone plan

[tprismak]

I've been a long time customer at Rogers but the customer service become SO bad, I am looking to switch provider. I moved my phone from Public mobile to Rogers and I had an agreement from Rogers for $39.99 a month for 50GB of data starting Jan24th. I looked at the charges recently and it's $88 per month for 120GB. I was surprised and contacted customer support via chat. After waiting 1.5 online I finally get Sunita to "help" me figure out where this $88 come from. At first she tried to say that I changed the plan to 120GB and I kept saying that I did not. It took about half an hour. Then she said that the plan changed because I cancel other phone number. I told her that I cancelled other number before I got the new plan for $39.99 so the agent who sold it to me knew it's my only plan. The fact is she has no idea why the plan has been changed. So she kept insisting that this is because I cancelled other phone. I have a wireless agreement with numbers and there was no way I could submit it to the chat, it can not handle attachments. She said there is no email I can send it to and I have to go to the store and ask them to send it.  An hour passed and it was getting nowhere. I asked for escalation process but she responded that there is no need since everybody who can look at my account would say the same thing. That was RUDE and unprofessional. She said she can give me new plan for $50 but the problem is I do not trust Rogers rep anymore. They would offer you a deal and than you got charged three times that and the customer service will try to find an excuse for this new price. Which by the way they do not communicate to you. So if you accept deal with Rogers be prepared to spend lots of time trying to resolve any price "upgrade" they might silently do. I submitted complain but got no response. 

*Added Labels*

[RogersMaude]

Good day @tprismak,

Thanks for posting to the Rogers Community. We appreciate you took the time to bring this up to our attention.

I understand your desire to make sure your plan is the one you signed up for. Has the situation evolved since you posted?

We'd like to take a deeper look into this, if you would like to give us the opportunity to investigate what happened. 

Please send a message to @CommunityHelps when you have a chance, as we'll need to discuss privately to access your account

To learn more on our private messaging system, click here. 

Thank you so much!

RogersMaude