This is a warning for the incoming wall of text. This has been a long and frustrating saga.
On November 23rd 2021, I decided to transfer over from Telus' EPP to Rogers PP. I switched over for the new customer deal with BYOD plans.
I am a member of the CAF and qualify for both Rogers and Telus’ corporate discounts of 30%. On the 23rd, the necessary passcode was sent, used to validate my account and the sim card was shipped. The plan that I selected was 20 GB unlimited (restricted afterwards) for $50 before taxes and after the discount was applied (so 71.43 before discount and taxes).
This initial sim card was never delivered.
On Dec 7th, I decided to follow up because I hadn't yet received my sim card. It was then that I found out that the sim card had failed to deliver and had been sent back to its Ontario warehouse. No delivery notice was ever left by Purolator (shipping company that was used) nor did they call me.
I called Rogers corporate support and spent 2-2.5 hrs dealing with a representative A* D* . They told me that a new sim card had been ordered and that they would follow up with me. I was also informed that I qualified for a Black Friday deal of $100 off over 2 years and that they would either credit that full amount onto my account or adjust the monthly rate accordingly. I left the call pretty happy and feeling pretty good about Rogers’ customer service.
I was wrong. I had been lied to.
A* D* never followed up with me. I also suspect that the Black Friday promo was a second lie. It wasn't recorded in the ID # by that rep according to the escalation rep I spoke to today. If Rogers has a recording of that call, they'll be able to confirm that I was offered that as an additional promo. It’s not been a month yet so if a recording was made it probably still exists.
After a couple days (9th) I got the second sim card in the mail. I proceeded to transfer my old phone number from Telus to Rogers. I was happy and thought this process was done... sadly it was just beginning.
On the 11th I received a Bill from Rogers much bigger than I expected. It was then I found out that the second sim card was actually for a second account that also had the wrong plan. I spent 4-4.5 hours waiting then dealing with 3 different customer service reps of which the first two started the conversation telling me that I was speaking to the right person to fix my problems. They were wrong and in general this is a really bad practice. First it was Corporate then Billing then Activation for the departments. From what I was told, activation was actually needed to help me because both of the accounts were brand new. In the end, I had the second account completely cancelled out and I was to go in person to a Rogers store to pickup a sim card for the first account. The cancelling wasn't done correctly/all at once. I had to use the Support chat later that night (~1 hr) in order to get the full cancellation of the second account to occur for the pending bill.
Side note: I actually reached out to A* D* on the 11th as well. I asked for assistance by emailing their Rogers email. I was ignored/never responded to.
On Dec 12th I picked up my Sim card from the store. I asked the rep who activated the Sim Card in the store to just double check that both the corporate 30% discount and the Black Friday promo were on my account. They typed something into their terminal and then assured me that they were. This was a lie.
Today on Dec 29th I received an email for my Rogers Bill. It has 3 mistakes.
- My billing period started on Nov 23rd instead of from Dec 12th which was when the sim card was activated for the account.
- The 30% Corporate Discount wasn't on the account
- The $100 Black Friday Promo wasn't on the account (if it even actually exists)
I then called Rogers’ support after 8pm. This is important because Rogers corporate support stops working at 8pm while the rest of Rogers support works later. The first Rep that I spoke to assured me that though they couldn't help me the escalation team could. I spent another 1.5 hrs waiting for the escalation rep and then going through the problems with them. It was only about ~an hour and 25 minutes into the conversation that I was informed that they couldn't actually fix the problem for the future and that I would need to call again. They could only adjust the current bill start date... incredibly frustrating. I told them not to bother because it wouldn't actually fix the problem.
Final kicker problem. My passcode for the corporate discount is also expired apparently both A* D* and the last rep from the Dec 11th call never actually applied it. This was told to me by the escalation rep. I’m currently out of province and without access to my work computer so cannot confirm (for the 3rd time) a passcode.
In summary, every single one of my experiences with a Rogers CS rep is that they either cannot help me or make some mistake that just creates another problem. I've also been deliberately lied to by at least two employees (A* D* and the rep from the store). I feel that I've been incredibly patient with Rogers dealing with this process. Total time dealing with reps and then writing this Hail Mary attempt of a summary is ~10 hours at this point. I've decided to sleep on figuring out what I am going to do. Currently leaning towards cancellation of my Rogers account and requesting a full refund.
I just wanted a corporate plan.
*** Edited Labels ***
(Removed Interaction IDs - Keep personal info private - RogersTony)
