I recently had Rogers internet installed in my two-story apartment. The installation was done in the basement while I was moving to the upper floor. Later, I contacted support to request a technician to relocate the internet setup upstairs. However, I made it very clear that I did not want to proceed if there would be any additional cost, as the internet was still functioning fine in the basement.
I confirmed this condition with the agent multiple times—at least five times—to ensure there would be no extra charges. The agent assured me repeatedly that there would be no cost involved. They even put me on hold to double-check and then returned to confirm that it was free of charge. I was also provided with an interaction code for reference in case any issues arose. Trusting this assurance, I proceeded with the technician's visit to move the setup upstairs.
Now, I’ve received a bill for $260, which has left me extremely frustrated. This cost was completely unexpected, and I wouldn’t have requested the move if I had known there would be charges. I’m confident that a review of the recorded conversation will prove how clearly I communicated my condition and how clearly the agent promised there would be no cost. I need assistance resolving this, as this situation is both unfair and upsetting.
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