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.
