Office of the President escalation re: unfulfilled Win Back offer + getting 'ghosted' by Win Back team

[Sher333]

We received a Winback promotion from Jamal 'Jimmy' on January 3rd, 2025 for two lines (80GB Can+US for $35) + 2 new Samsung S24 128GB phones for $16 / month for 24 months + a $200 credit for each phone. The notes in our file were updated to reflect this winback offer, however, only one of the phones has arrived.

I have tried contacting Rogers CS multiple times, asking for a follow-up call from the Winback team to sort out the missing phone issue, and also asking to add a note into my file to waive the the SSF (service setup fees) so I can finally port out to the new phone & line that I would like very much to use.

It has been two weeks, and to-date, the Win-back team has still not returned my request for a callback about these issues... Being ghosted. And the CS team has been unable to help me as they say they do not have access to the Win-back team's offer details.

I have been a loyal Rogers customer to date, but am rapidly losing patience with this "pass the buck" mentality that Rogers is hiding behind with regards to my file. I also got a great loyalty offer from a competing mobile company that I am seriously considering.

I am escalating this issue to the Office of the President and would like a team member to sort these issues out ASAP as unfortunately the Rogers Winback team has dropped the ball and left me, my account and my future with Rogers in limbo.

[RogersMaude]

Good day @Sher333, 

Welcome to the Rogers Community. Thank you for taking the time to post about your recent experience. We're sorry to hear it was far from ideal.

Have you heard back from an advisor from the Office of the President, since you posted?

If this has yet to be rectified, we'd like the opportunity to look into this. For further assistance, simply send a private message to @CommunityHelps.

We'll need to go through the authentication process to access your account and get a better understanding of the situation.

Click here, to see how to send us a message. Thanks!

RogersMaude

[Sher333]

So I heard back from the Office of the President yesterday regarding my escalation. Unfortunately they are also locked out of the promotion that the Winback team provided. Now the Office of the President is trying to contact the Winback team to attempt to get the promotion honoured. However the Office of the President said that there is no guarantee that they can honour the promotion, and that it would expire after 30 days, at which time, they would offer whatever the current promotion is...

Everybody that i spoke to outside of the Winback team can see the deal and has tried to help / place the order, but none of them are able to approve it since it is locked to the Winback team, and so only the Winback team can do that, and they haven't gotten back to us, so it's a stalemate!! It's ridiculous that the this team operates as this separate entity to the rest of the company...

[Sher333]

And that the Winback team can dictate what they feel like honouring, after they promise it to unsuspecting customers, and then just wait it out by not following up..

[Sher333]

So another update. I ported out of Rogers this week, and today I received a winback call from Mohamed

(tel # was 1-833-447-9898) - I believe the company was called 'Ensign' or something like that, and this is the same phone number that called us for the original winback promotion provided by Jamal.

I asked Mohamed to please honour the promotion that was provided to us by Jamal on Jan 3rd. and quoted the confirmation # that was provided to us for the promotion we were given. Mohamed told me that I should deal with Rogers Customer Service to get this promotion. But when I told him that the Rogers Customer service team and the Office of the President rep were both locked out of the promotion, he then put me on hold to look into it, and then hung up on me!

This is proof that Rogers does not honour the agreed upon Winback deals promised to customers, and worse than that, hides behind / supports outsourced 'loyalty' companies like Ensign, who operate outside of the realms of ethical business practice.  Rogers, you need to do better.