Office of the president escalation

[Terrance77]

I recently had an interaction with the office of the president. I asked to speak with a different agent in the office as the one assigned was unfortunately unable to provide an explanation to my question and overall seemed lacking in the knowledge required. I asked to be contacted by another agent but nothing has been done and emails go unanswered.

*Added Labels*

[RogersMaude]

Good morning @Terrance77,

Welcome to the Rogers Community. Thank you for taking the time to post about your recent experience and we're sorry to learn it did not meet your expectations.

Can you let us know more on the situation you needed assistance with? In order for us to escalate it again, on your behalf, it would be most helpful if you could share the details of your concern with us.

If you'd like to give us the opportunity to take a deeper look into this, please send a private message to @CommunityHelps.

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

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

RogersMaude

[Gabby2025]

Hi Maud,

I also went on the Rogers website yesterday and filled out a complaint. I called to get more info on your packages and spent 16 minutes on the line with an agent and they never gave me the information I was looking for. I submited a complain on the website. Someone from the President's office left me a voicemail and just said please call back the general line for more information.. This is not what I was asking for in my message to Rogers yesterday nor my call to customer service. Is there someone directly I can talk to to assist me with my ask? Someone that will be able to provide the information im asking? It's been a rough journey with Rogers to stay client with you. Thank you for your help

[PISHVA]

I had the same experience. I submitted this complain letter to CRTC

Attention: CRTC Canada

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding a breach of contract by Rogers Communications Inc.

I was a long-standing customer of Shaw Communications for many years prior to its acquisition by Rogers Communications. During my time with Shaw, I was offered two lifetime free phone lines as part of my service agreement. However, since Rogers took over Shaw, they have failed to honor this agreement and have begun charging me for these two phone lines.

I have reached out to Rogers on numerous occasions to address this issue, emphasizing that when a company acquires another, it assumes both its assets and liabilities. Despite my efforts to seek a resolution, my concerns have been disregarded. Instead, I am subjected to prolonged hold times, repetitive explanations, and ongoing billing notices. I have also been threatened with potential damage to my credit rating, which I find both inappropriate and distressing.

To make matters worse, Rogers has requested authorization for automatic withdrawals from my account, even though no charges should be applied to my account for these phone lines. This practice, coupled with their refusal to honor the original agreement, has severely eroded my trust in Rogers Communications.

I also wish to highlight my previous negative experiences with Rogers’ billing practices, specifically their use of negative billing, where unauthorized charges were added to my account. This practice is unacceptable and undermines consumer trust in a fair and transparent billing process.

I strongly believe that Canadian consumers deserve a more responsible, ethical, and competitive telecommunications market. Allowing a single dominant company with questionable practices to control such a significant portion of the market undermines consumer trust and limits options for Canadians.

I hope this letter resolves my issue and serves as a wake-up call to address the lack of competition in Canada’s telecommunications sector and to ensure fair treatment of consumers moving forward.

Thank you for your attention to this matter.

Sincerely,
Syd

604-***-***5

[RogersYasmine]

Hello @Gabby2025 ,

I understand that you are looking for more info on our packages. Are you able to be a bit more specific regarding what info you need, and which packages you are interested in? There is information on our current packages on our website found here. You can click on the drop downs to select your Province and the product/services which you are interested in learning about.

If there is something that is more account specific that you need details on, kindly send us a PM @CommunityHelps and we'll do our best to assist. For more information on how our Private Messaging system works, please check out our blog.

We can also review your account notes to see if your Office of the President request was assigned to a specific person.

Thank you,

RogersYasmine