Issue escalated to office of president

[Lolipotaa]

Hello!

I’ve had an issue with opening an account with Rogers. I opened an account with Rogers, the employee opened it, proceeded with the credit check told me I should receive the e-sim by e-mail shortly!
Well seems like the employee never opened the actual account and only created the profile.
I called Rogers over 10 times regarding this issue, everytime I called I was advised « someone will call you back within 48 hours ». No one ever called me back.

The offer the employee offered me was well documented in the notes from what employees told me. Rogers is now not willing to honor that offer, and is offering me a price 30$/month more expensive.

I’ve contacted the office of the president, and the agent told me she would call me back the next day. The Office of the President employee never called me back, or returned my calls. I feel like I am being deliberately ignored.


Does anyone have advice?

[RogersMaude]

Good day @Lolipotaa,

Welcome to the Rogers Community and thank you for your post. We appreciate you took the time to bring this up to our attention.

Firstly, please accept my apologies on behalf of Rogers for the far from ideal customer experience. We're definitely grateful for the opportunity to make things right, as we always strive to provide our customers with excellent service.

For further assistance, please send a message to @CommunityHelps, as we'll need to discuss privately to access your account.

To learn more on our messaging system, click here. Thanks so much!

RogersMaude