@RicM: The agent's notes beforehand, to keep the billing system from messing up, don't always work ... In fact, it can be hard for the next agent you speak to, to even find the notes (for various reasons), unless perhaps you tell them the ticket/reference number.
Another oddity with billing, occurs when you call Rogers to add or subtract channels from your current plan. If you have a special offer for let's say one free month of a movie channel, the agent must first remove the special offer, add or subtract your channels, and then put your special offer back. However, if they don't put it back, you'll get overcharged, and need to contact Rogers to fix it. Unfortunately, sometimes the offer you had removed can't be found, or the Rogers billing software will keep rejecting the attempted fix. When that happens, the agent can sometimes find a similar, or better offer that the software accepts. If all that fails, and the next bill is still wrong, another call often gets it fixed, and the error gets credited to your account. I was able to get the first stage of this type of promo error fixed without having to contact
@CommunityHelps (as mentioned earlier in the thread, but you could always try that method ... Or if you'd rather have your more complicated issue resolved with less heavy lifting, I would recommend using the "Share a Concern" method. Simply scroll down any page to "Contact Us" and then scroll down to "Share a Concern."
Once there, you can select how you want to be contacted, and see if you can get an Office of the President agent to contact you (they have more power and if something goes wrong with your next bill, it should be easier to get the problem solved faster.
You could also call Telus and find out if they will match or best the Rogers Winback offer, just in case Rogers fails to satisfy you.
Good luck, and perhaps an Office of the Prez agent will add a bonus to sweeten your Winback offer.
🍧🍦🍮🍭
