01-04-2023 05:01 PM - last edited on 01-04-2023 05:11 PM by RogersJermaine
It is absolutely ridiculous and hard to comprehend that a ‘communications’ company CANNOT find the ability to communicate with their customers and keep their wait times under an hour (which they then hand up on you). I have been trying since late Oct 2022 to call and short out new terms (contract expired) but have been on hold for over TEN hours on 9 different calls. Today, on second attempt, I waited 7 mins (so pleased) and I finally spoke to a rep today (and that was ONLY b/c I said I was a NEW customer when prompted) but was then told he could not help me in any way and put me back in the queue and placed on hold for 1 HOUR & 36 mins only to be disconnected…again. I have have tried their “Ana” and live chats to no avail yet I am paying premium $ for middle of the road service which cannot be addressed as I cannot get anyone. I have been with Rogers for over 20 years but now it’s time to move on….I can’t even do that as I cannot speak to anyone. This the 3rd month, and an extra $260 in overpayment compared to previous contract. And you want to merge with Shaw…what a disaster. How can I terminate my service without speaking to someone? Is there a BIG RED ‘termite account’ button I am missing? Seriously.
01-05-2023 12:46 AM
01-26-2023 03:58 PM - last edited on 01-26-2023 07:48 PM by RogersMoin
I have been put on hold every day by customer service .Asking to speak to a manager and they then just hang up
Never in my life have i dealt with such incompetence
01-26-2023 05:38 PM - last edited on 01-26-2023 05:40 PM by RogersRahul
I have been on hold for over 30 min, and then they decided to cut me off?
Then I had to call back, wait on the queue again for over 1 hr, and finally someone picks up, and tell me this isn't their job, so I got another transfer, waited over 1 hr.... finally someone picked up... they then tell me they are not the team to handle... and now I am in queue again!!!!!! WHAT THE ?
01-26-2023 07:29 PM
** UPDATE **
I am still on hold... and all I want is to cancel my service. And I have been kicking around that no one seems to know how to cancel.
I will never ever use Rogers if I have a choice!
01-26-2023 07:44 PM - edited 01-26-2023 07:51 PM
Undoubtedly, being on hold for a long time can be painful. It's disheartening that you are cancelling your service. We have other avenues of support, and you can message our Social Media team via Twitter @RogersHelps or on Facebook, send a message to get the conversation started.
You can also send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.
01-26-2023 07:58 PM
Thanks for replying, but this is not helping. Leaving message on Twitter or Facebook won't get anyone to help me. Rogers should consider simplifying the cancellation process.
** FYI, I am still on hold, just got someone to talk to, but again, they are transferring me to another team....
Not good experience at all, bad customer service in every single way!
02-13-2023 06:44 PM
wrong. You must speak with a customer service rep to cancel. And since they don't answer, you are in a kafkaesque nightmare with no options but to keep paying bills. Which, one may rightly or wrongly assume is deliberate.
02-13-2023 06:45 PM
It's not incompetence. On the contrary. It is very calculated and deliberate.
02-13-2023 06:45 PM
Yes, it's all part of what appears to be a plan to forcibly retain you as a customer.
02-13-2023 06:46 PM
You will not have a choice because you will never be able to leave until you contact the CCTS or CRTC