I've called rogers at least 6 or 7 times regarding this issue and every single time I was given the wrong instructions (or lied to) and a problem was created by the agents instead of solving the original problem. I had called on 14th May 2024 to cancel my Rogers Ignite internet account ahead of the 24-month contract end date of 7th June 2024; I was assured by the agent that everything was well set up in their system and I was good to go against 7th June 2024, but on 9th June 2024 I got another bill under a new payment terms instead of cancellation confirmation or a final bill. I called again but the agent couldn't figure it out and the issue was escalated to a manager; the manager told me she couldn't get it done either that there must have been a problem with their system when the previous agent set up the cancellation on May 14, 2024. The manager told me she had sent a message to the back office so they could do it manually and that I should expect a confirmation email that my account has been closed, also a waybill from Rogers for the equipment return, and that I should hold on to the equipment until I receive a confirmation that my account has been closed. I waited for a month but there was no confirmation email. Some days later (June 13, 2024) I received an email from Purolator but didn't think much of it since there was nothing suggesting Rogers on the email (it looked more like a phishing email from a company called CTDI).
On July 4, 2024, I received an email from Rogers that they upgraded my internet (whatever that meant...). On July 10, 2024 I received another bill stating there's a past due balance on my account and charging me a difference between their new rate and my old billing rate (which should have ended on 7th June). I called again on 11th July 2024 and the agent I spoke with told me that they'd reverse the charges and that I should wait till the end of the billing cycle to get a final bill and at that point everything should be fine (still no confirmation that they have succeeded in closing my internet account).
On 11th August 2024, I got another bill and this time they're charging me for not returning their equipment and some interest for not paying on time (a bill that should never have been in the first place). I called them again and the agent I spoke with seemed to realize how wrong Rogers was after listening to me and reading all the notes from previous folks and decided to send me another email with a return waybill and tracking code on this same day, after explaining to me how their return waybill email works and looks. He told me to return the equipment, confirm that it was delivered using the tracking number and then call back to have my account credited so that I'm not owing Rogers for the equipment (in fact Rogers should be owing me based on his explanation). I swung to action and sent the equipment the day after and confirmed that it was delivered on 13th August 2024. I called back as directed on August 14, 2024 but the agent I spoke with said that I didn't need to call back and that the system would do everything by itself after it has been confirmed by Rogers that the equipment has been returned.
I waited a few days (about 2 weeks) but the situation was still the same (by this time my account was already showing a banner that it had been cancelled). Payment due date of 29th August arrived and the situation was still the same, so I called again and the agent I spoke with said that "it has already been set up in the system and that my account would be credited appropriately and that I shouldn't worry". A few days after, another banner was added to my account that I have a payment that is overdue and that my account is being transferred to a collector; I also received and email from Rogers Credit Operations and then multiple calls from +1 866-346-3430 over a period of a few days. I called back to address the issue but the situation was still the same and the agent I spoke with told me that I should wait until the next billing date and that it has been set up in the system and by then (7th September 2024) everything should be fine - I should expect a final bill. It's 9th of September 2024 and I'm still waiting for that final bill but instead I got another email from Rogers Credit Operations pestering my life. You have stressed my life so much on just a simple cancellation of account. What are you going to do about this?
