I cancelled my service for other reasons and I returned all the devices (2 boxes) as suggested by rogers via Canada post. Based on the tracking number, Rogers received my return on January 16. However, later on I found I was billed for not returning equipments, a big balance. My terrible experience with customer service started after that.
First attempt took me more than one hour to reach a live person then another hour to wait for this representative checking don’t know what, as if she was a new trainee who requires someone else to answer each step. At the end, I was put on hold forever that I had to hang up. This was in the morning on March 5.
My second attempt to call after work was on the same day. I reached another better representative and she seems knowing what should be done, but she could not find any trace of the work the first representative did in the morning so we started all over. My more than 2 hours spent in the first call was a complete waste. New ticket got opened for back office to investigate.
Today, 2 weeks later, I checked my account and noted nothing is corrected and the balance now is already charged to my credit card (due to auto payment). It took me 2 hours to reach a live agent. Longest one out of the 3 attempts so far! The agent told me he had to open a new ticket in a “better” way so hopefully this can be resolved. I spent 2.5 hours in total this time. So I am this hoping this is my last time to deal with Rogers who has such a terrible customer service. I am more than frustrated … 3 attempts, total 6+ hours, still not sure when this can be resolved.
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