Rogers abysmal customer care

[DK35]

For my closed account, the equipment was returned on 29 Oct 2024 but the bill still shows 282.44 outstanding. Nearly 5 calls since 29 Oct 2024, chats and emails ! Every time they assured a quick resolution (Latest chat interaction ID and ticket no).

Today, 6 Dec 2024, they have added this outstanding to my credit score report resulting in a 100 point dip, for no fault of mine! 

The no of follow ups required to get this addressed, despite equipment being returned on 29 Oct 2024, is quite frustrating. Abysmal customer support! 

***Edited Labels***

[RogersZia]

Good evening @DK35,

Welcome to the Community!

I understand where you're coming from. May I know how was the equipment returned? Was it through Canada Post or UPS etc.?

I wonder if the strike is the reason for the delay. Do you happen to have a tracking no? If yes, may you please confirm what do the tracking updates show?

Please know any unreturned equipment charges will be reversed once the equipment has been received by the warehouse. If you have any active services with us, it may be best that you pay the account balance and wait for the credit to be applied.

I hope this info helps.

RogersZia

[DK35]

Hi, 

The equipment was dispatched on 25 Oct 2024 as per return label received from Rogers. Purolator confirmed delivery on 29 Oct 2024, so Rogers has it since then. I have already shared tracking nos, confirmation of delivery over 5-6 customer care calls & chats since 1 Nov 2024. All along I was assured everything is fine and that my 30 Nov 2024 bill will have the updated charges as 0 and account closed. Unfortunately the bill still shows "pay  282.44 by 22 Dec 2024". 

Not only that, Rogers reported me to the Credit Bureau as a "defaulter" on 6 Dec 2024, bringing down my rating by 102 points. Despite receiving the equipment for 6 weeks now, Rogers sent me a reminder again on 5 Dec 2024 to pay up the amount.... Completely frustrating

[RogersMaude]

Good afternoon @DK35

Welcome to the Rogers community forums. We appreciate you took the time to post about your situation and bring this up to our attention.

We'd like the opportunity to take a deeper look into this. Please send a message to @CommunityHelps, whenever you have a chance.

By discussing privately, we'll go through the authentication process and get access to your account, so we can get a better understanding of the issue.

To know more on how to send us a private message, click here. 

Thanks!

RogersMaude

[DK35]

Thanks. I have already shared this over 5-6 calls and several chats (of upto 3 hrs). You may want to check internally in your systems.