Rogers not honoring the offered discount

[ssssbatras]

I have 4 mobile lines for the house hold in my account. Was a FIDO phone client for quite a few years. Recently, FIDO started increasing the prices, so I called with a request to find any possible credit/discount to maintain the bill within the prior months amounts. The agent "Manraj" expressed his inability to find any further credits/discount on my FIDO account, however, offered to switch all 4 lines to the Rogers new 5G mobile plan. The $34pm plan he offered was still beyond my budget limits. Manraj then explained that since I already have Home Ignite Internet an additional discount of $30pm on the overall billing will be applied (as multiproduct). I accepted this $30pm additional discount  offer as this would bring the net billing amount within my budget limits. However, I pointed out to Manraj that the email offer only contains $34pm mobile charges and there was no mention of $30pm discount, to which he explained that this discount will only be visible in the billing. I signed up with the understanding. On receipt of the 1st bill, the subject $30 discount was not applied. Since then I have called and spoke to Rogers agents 4 times including the retention dept. but each time I was told that they will document the case and forward to case manager for approval and call me back. Till today, no body has called me back. It feels frustrating and so insulting. One agent went to the extent of accepting that yes the offer was valid at the time offered to me (~Jan 25/26), but cannot be applied now since not being offered any more. Really! Am I to suffer due to Rogers inefficiency. I don't know how to approach this matter from a legal perspective. I demand that my first call with agent "Manraj" be reproduced to the management to approve the discount. Else, I should be provided a pathway to proceed legally on this matter. Since no matter what, I am not going to pay $30pm extra to Rogers. However, will greatly appreciate if Rogers management can resolve this issue quickly.

Thanks in advance,

Satish

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[RogersZia]

Good evening and welcome to the Community @ssssbatras 

This sure sounds like an ordeal, I appreciate you taking the time out to share the details of your experience. We need to review your account to find out why the discounts weren't applied and to find you a resolution. 

Please click here to send us a PM @CommunityHelps  and we'll be happy to assist you!

RogersZia

[ssssbatras]

Have replied via DM as advised above and resubmitted the grievance. Hoping to Rogers honors its word.

The biggest flaw in this system of phone selling is the lack of documentation. CRTC must take a notice. The phone selling process must provide a recording of the conversation via email to the client including a text transcript. This will save the companies from false client claims and disputes as well.

Thanks,

[ssssbatras]

See below my response upon receipt of the above feedback from Rogers.

1. The determination of the eligibility was confirmed by your agent at the time of offer and sign up. Therefore, the determination cannot be made subsequent to the time of offer and acceptance of offer.

2. No alternative offer has been received. If you have any please provide documentary evidence and recording.

3. There is no way I am going to pay what was not part of the offer at signup. Therefore, we need to resolve this issue at the Consumer Forum or CRTC. Please provide the pathway.

Thanks,

[ssssbatras]

Received a call from Rogers, saying she was calling from the president office. In addition to apologizing for the error by Rogers at the time of initial offer, She offered to close this issue by extending a discount of $20pm for 24 months. Though not completely meeting the initial offer I accepted the offer instead of escalating further. As consumers this is exactly what happens with all of us consumers, which the corporates take advantage. Nevertheless, appreciate Rogers efforts in trying to resolve the issue. Now what remains to be seen is the application of promised discount in my next bill. Also, mind you all, the adhoc, one time credit of $30+$60 =$90 for each of 4 phone lines is yet to be seen. Which at the time of initial offer, was told be applied by 3rd bill. So my next bill be the 3rd one, and I hope we are not heading for another dispute here. I will therefore request Rogers to ensure timely measures.