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Rogers WinBack Offer - Accepted But no plan or phones received.

AkashGill
I've Been Here Awhile

I was contacted by Rogers winback team that offered me a great plan and I accepted the offer and decided to port two lines over to Rogers. I have been provided the Rogers account number by them. They called me again 2 weeks later saying that they did another credit check and now I have to pay $220 for the phone instead of the phone being $0; I was okay with it and they said it will be charged on my first bill. They also noted that I will not be getting the discounts offered on plan until 2nd or 3rd bill, and I asked if he can talk to his manager or someone to see if I am able to upfront credit for the missed discount; I did mention that it wont be end of the world if I cant get that discount, but just wanted to see if they can do something. 

 

It been over a month since that happened and I still have not received anything from them or any calls. When I call customer care they can see all the information about the offer and discounts on the account number provided to me, but they said nothing has been activated. Customer service keeps insisting that they cant activate or uphold the offer that is noted on my account and says I have to wait for WinBack team to contact me again. I have been waiting for over a month and have not been contacted. 

 

Can someone please tell me if there is any way to get in touch with WinBack team. I am not impressed with the way this is being handled. Please help!!

 

 

 

***Edited Labels***

7 REPLIES 7

Re: Rogers WinBack Offer - Accepted But no plan or phones received.

RogersZia
Moderator
Moderator

Good evening @AkashGill,

 

Welcome to the Community!

 

I am glad to hear you're looking to port your services over to Rogers, can certainly understand how inconvenient the experience has been so far. While we may not have access to the offers from our winback team, we do have a way to request a follow up for you.

 

Do you know if any of my colleagues over the phone have already made the request?

 

Looking forward to hearing from you.

 

 

 

RogersZia

Re: Rogers WinBack Offer - Accepted But no plan or phones received.

AkashGill
I've Been Here Awhile

Hi @RogersZia , 

 

I have talked to at least 5 Rogers customer service reps since accepting the winback offer, but only 1 rep has offered to submit the request for winback to call back, however, that was almost over a week ago, but still no contact. My account number was setup for the winback offer. There should be detailed notes on the plan offered and maybe calls about all the calls I have made to follow up. 

 

Can you please look into the account and help me. I have come to this forum after exhausting all other means of trying to get in touch with them. 

 

Will appreciate any help. 

 

Thanks,

Akash

Re: Rogers WinBack Offer - Accepted But no plan or phones received.

Hello, @AkashGill

 

Thanks for those additional details. Please send a private message to @CommunityHelps so we can take a look at the original request for you.

 

Not familiar with our private messaging system? No worries, click here

 

RogersTony

 

 

Re: Rogers WinBack Offer - Accepted But no plan or phones received.

AkashGill
I've Been Here Awhile

Thank you - I have sent a private message with my account number and phone number. 

Re: Rogers WinBack Offer - Accepted But no plan or phones received.

mayha1
I've Been Around

Hi 

I received a call from the WINBACK team on 28/10/2022 and agreed to port 4 lines from other providers to rogers and get two new devices. They gave me an account # and I have the sales agent name and employee id, she did a credit check and checked my ID and said all is well and we would get an e-mail in two hours, that did not happen. 

She also said we would get the SIM card and phones in 2 to 5 business days, that did not happen.

 

I have called the support centre over five times, they cannot help. They asked me to call the verification team which I did and these guys said I am verified. In another call I was transferred to the tracking team who said they cannot find where my account was stuck, they filled the form for the WINBACK team and the WINBACK team did not call back within 48 hours. 

I called again the support and they filled the form again, no call so far.

Could someone help, because this is turning into a very frustrating situation.

Thanks in advance.

18/11/2022

M. H.

Re: Rogers WinBack Offer - Accepted But no plan or phones received.

Hi Tony,

Someone from Rogers win back called me on Thursday night and said they would be calling back on Friday but never did. I’m interested in coming back to Rogers as they offered me a great deal on my phone plans, but when I called customer service they said they don’t have any way of getting a hold of wingback. I have the agents winback number and would like to discuss the offers again. Please have winback reach out to me as soon as possible.

Re: Rogers WinBack Offer - Accepted But no plan or phones received.

Hello @mayha1 and @Jayber91!

 

We'd be happy to take a closer look to see what is going on with your Winback offers! Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

 

Regards,

RogersCorey

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