To whom it may concern,
I am writing to formally address a situation that has caused significant inconvenience and frustration since my recent move to Rogers from Freedom Mobile in August 2024. I activated a Samsung Galaxy Fold 6 at that time and was told the monthly cost would be around $70. However, on my first bill, I was charged $141, which is significantly higher than quoted, I understand that could have been my issue misreading so I was okay with that.
However, my phone started lagging and glitching even after troubleshooting. To resolve this issue, I contacted Rogers via chat on October 31, 2024 at 3:17pm.. . (keep personal info private)The agent's name was Sydney (keep personal info private) The representative confirmed that I could exchange my current device for an iPhone 16 pro max, without having to pay the balance on my current phone. I was informed that i am still within the customer satisfaction guarantee period until November 6th, 2024. As you can see within the interaction case and the notes attached to my file. I was instructed to call Rogers customer service line to complete the exchange.
Following these instructions, I called the customer service line, where I was directed to contact the store where I originally purchased the device. After calling the store, I was redirected back to the customer service line. After waiting two hours, I was informed that Rogers would not honor the information initially provided to me about the exchange. This experience has been both frustrating and misleading. Given the circumstances, I am requesting compensation by Rogers honoring the information initially provided to me about the exchange.
I do not want this experience to tarnish my relation with Rogers as I am looking to add a phone to my Wife's line as well. We are loyal customers and we were told I can exchange my phone for the iPhone 16 pro max and I would like this to be honored.
Thank you for addressing this matter promptly, as I am eager to resolve this issue in good faith.
Sincerely,
Daniel
