No customer loyalty. Worst customer service and false information provided

[R_parhar]

Long story. 25 year customer with Rogers. 4
lines. I paid for device protection when offered by Rogers rep and at no time was I provided information or terms after I purchased. The rep said once I have the protection you can claim whenever never saying anything about 60 days.
I lost or someone stole phone back in Feb of 2024. I needed a phone asap so I bought used Samsung. I waited to see if my original phone wud turn up an never did. I basically forgot and gave up as I had a phone. I called device protection today and they denied claim because I didn't report before 60 days. A term I was never made aware of. That was it. Nothing they would do. 15 year customer and basically lied to when purchasing a product from a Rogers rep. Now they want me to pay $900 for a phone I don't have and for a protection plan I paid into. The rep on the phone was rude and offered no solution. Felt like my loyalty means absolutely nothing. Once I get rid of this phone charge I will be moving all my 4 lines and home internet from rogers to someone else that will appreciate my business and loyalty as Rogera clearly does not.

***Edited Labels***

[RogersJermaine]

Hi @R_parhar,

We thank you for sharing your experience with us here on the Rogers Community Forums. We do appreciate your loyalty and can certainly understand your frustration having to deal with a lost or stolen device. For all device claims you can find out more details on our website here as well as on Likewize website.

Thank you,

RogersJermaine

[R_parhar]

Thank you Jermaine for reaching out to me.  I actually do appreciate it.   Was not completely satifisied with the solution but it is better than nothing at all.   I really hope that you re-train your customer service reps to how Rogers used to be where they would do whatever they could to find a solution for a client.   Because getting a $900 payment for a phone is not worth losing a client that would and has spent over 50 times that over the last 25 years.  Also I hope that your reps when selling products, especially third party products that they inform the customer of all the details and send the terms and conditions.  Thank you.