Rogers Rep Create a Duplicated Rogers Account, Cancelled My Home Internet in Error, Unable to Fix Problem after 72 Hours

[applewang123545]

Okay, here's my complicated situation:

1. I saw an SMS about a promotion for a mobile plan switch from Fido to Rogers. I contacted a rep on online chat at Rogers about that on or about February 19, 2025.
2. Although the agent knew that I had a Rogers account in existence (for my Rogers Home internet), the agent created a new MyRogers account by mistake and put the mobile plan under the newly created account. I have a full record of the chat transcript regarding that transaction.
3. Because the account was created by mistake and the agent used the SAME EMAIL ADDRESS in creating the new account, I was not able to receive any account confirmation or account details of the newly created account.
4. The new phone arrived to me on February 21, 2025.
5. The phone is for work, so I couldn't work on the porting from Fido to Rogers until Saturday, February 22, 2025.
6. Since I received no information regarding my account information, and I couldn't see any details of the transactions on my Rogers account (for the home internet), I contacted online chat. They asked me about what was my "temporary number" at MyRogers for porting my mobile number from Fido to Rogers.
7. I told them I didn't receive any information about the "temporary number.". The agent in the online chat transferred me to the "customer care" department. After waiting in queue for over 90 minutes with about 67 users ahead of me, the "customer care" department told me they couldn't help and told me I needed to dial *611 and contact the "Port Fall Out" department for help.
8. I contacted the Port Fall Out department, and the agent told me that a new account was created by mistake, and the agent told me that he could port the Fido number to my Rogers account (where my home internet was at).
9. I received a confirmation email saying that the Fido number is ported. However, I tried to text the ported Fido number and tried to call that number, but no phone call or text message arrived to my new phone.
10. I contacted online chat again on Sunday, February 23, 2025. The agent couldn’t help me and transferred me to the “customer care” department again. I waited for about 90 minutes again as there were 65 people ahead of me in the queue. The agent at “customer care” told me that a new account was created in error, but due to a security issue, I would need to go to a Rogers Retail Store to obtain the account information of the account created in error, which held the newly created mobile plan, and to obtain information about the “temporary number.”. The “customer care” agent also told me that the agent from the “port fall out department” made a mistake and ported my Fido number to the wrong Rogers number. The agent advised me to go to the retail store to obtain my account information and to dial *611 again for help.
11. I went to Rogers retail store and obtained information about the new Rogers account created by mistake and the “temporary number.”. The agent was very helpful and felt sorry for me but couldn’t provide further assistance except to give me the info.
12. I went back home and dialed *611; the agent who assisted me felt very sorry about my situation and spent over an hour on the phone with me and acted as a liaison between me and the “port fall out department” to locate where my Fido number was ported to, to retrieve it, and port it to the “temporary number” located on the newly created My Roger account. The agent agreed with me that I deserve some compensation, but she couldn’t’ process that on her end.
13. I was happy on Sunday night and believed that the problem was solved.
14. When I woke up on Monday, February 24, 2025, I found out that my home internet disappeared from my main Rogers account, and I have the newly created mobile plan on both my main and the newly created Rogers accounts.
15. I contacted online chat on or about 9 AM regarding that. The agent told me that something was wrong, and the agent transferred me to the “customer care” department. I waited for about 60 to 70 minutes, as there were about 52 people ahead of me in the queue.
16. The agent from “customer care” told me that the “port fall out department” agent accidentally cancelled my home internet plan on my main Rogers account in the process of porting the Fido number to my newly created phone plan with Rogers, and now I have two different Rogers accounts with the same Fido number being ported to. The agent worked with me in chat for over an hour to an hour and a half. The agent recommended that the only way for me to keep the “grandfather plan” price for the home internet plan was for me to wait until the home internet plan was completed, cancel it, and then contact them back, and then they would reactivate the home internet plan. They wouldn’t be able to keep the “grandfather plan” price, and the price will be significantly more otherwise. The agent also told me that they would need to bring the home internet plan back to my roger account, then they will delete the accidentally created Rogers account and merge the newly created mobile plan on February 19 back to my main Rogers account.
17. So, unfortunately, after working with different Rogers agents from 9 AM until 1 PM, the problem couldn’t be solved.
18. In the afternoon at about 2 PM on Monday, February 24, 2025, I received a bill from Rogers on the Rogers account created by mistake of about $176 dollars. I dialed the *611 number to inquire about what happened. My main question is why I received a bill of $176 dollars a few days after a new mobile plan being created on February 19, 2025. The agent found out that the agent forgot to waive the $75 account setup fee for purchases online. 
19. The agent couldn’t waive the $75 charge on the bill on her end and provided me with a number to call.
20. I called the number to reach the accounting department. The lady agreed with the previous agent’s assessment and worked with me on the phone for almost 2 hours, but she couldn’t waive the $75 on the bill generated. She told me that both the previous agent and she have put a note on my file and told me to contact the accounting department again if the $75 credit is NOT applied on the next bill.
21. The mistake has cost considerable lose and disruption to me and my company, as I used the Fido number for business calls and for banking 2-step verifications. I have spent more than 20 hours waiting in line and working with different agents so far. I want to ask everyone’s opinion on how to resolve my problem and how to seek proper compensation for the loss of my time, energy, and disruption to my business.
22. I have chat transcripts, screenshots of everything, every step of the way regarding the mistakes.