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Opt out of cancellation fee

JSkinner
I've been here awhile

I just switch from one internet plan to an internet and tv app plan on Feb 27, 2024. Was told it would be cheaper and 2 months crave free, sounded good. Not the case at all, has been a huge headache and very upsetting experience. Crave did not work and had to call twice to finally be told I have to subscribe to get it which seems a little weird to subscribe to something they told me would be free on the box. Was not enjoying the way you have to keep selecting the show and how it’s not properly integrated. I then received my bill Mar 7, 2024 which is now costing me more? I was told it would be cheaper. Call Roger’s again, tell me they are fixing the issue and said will see adjustments. Received 2 different emails with two different internet plans and crave stops working. I call back again, talking to someone and they are telling me who ever was doing setup messed up, put me on hold, 15min later call just ends. Wait 30 min for a call back, nothing so I call again. Tell the new person this has been such an upsetting experience I want to opt of of the plan and go to a different one. Tells me I need to pay cancellation fee, which I was never told about over the phone. I was told it is a 24 month plan and price goes up but nothing about this fee. I ask him again if he could please let me cancel this plan as I’m done with it, nothing has gone right since I changed over. Told me can’t do anything and have to pay $15 for every month. He then starts listing off all these other plans and I had to hang up because I was about to get very angry. I just want to know if I can opt out after only 9-10 days of this plan?

 

 

***Edited Labels***

2 REPLIES 2

Re: Opt out of cancellation fee

RogersMoin
Moderator
Moderator

Hello, @JSkinner.

 

Thank you for your detailed post, and welcome to our Community.

 

It isn't very pleasant to hear about your experience with the transition to the new Internet and TV app plan. Clearly, this experience has been far from what we aim to provide, and I apologize for any inconvenience and frustration caused.

 

With certain 2-year term/contract bundles, an early cancellation fee applies. The representative should have explained this upfront when discussing the plan options. The emails you received for the plan changes will have a detailed breakdown of the pricing and the early cancellation fees.

 

I suggest connecting with our loyalty department directly at 1 877 457-7592 to assist you better in resolving this matter.

 

Thank you for your patience and understanding.

 

Regards,
RogersMoin
 

Re: Opt out of cancellation fee

JSkinner
I've been here awhile
It has only escalated, specialists got me into new plan and waive penalty fees only to have error on his system. Told to call back 24/48 hours, so I call in 48. Same issue so ask to be put to technical, transferred to what I was told is technical only to be another specialist. They also can’t get it to work and receive error. I’m basically at my breaking point with Roger’s. It’s a simple plan change and they can’t even get their systems to work properly. Asked if anyone can fix this issue only to be giving the 24 hour number which was how this all started. Just a big dumb circle I’m running through I guess. I’m call back again tomorrow morning to once again be put on hold and be told there is an error. Funny thing is I can’t even cancel it cause same message comes up. So Roger’s this is my message to you, I am so utterly and completely disappointed and infuriated with this whole issue. You have failed this customer.
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