Separating two internet accounts under the same name

[NK1920]

Hi, I and my relative had two internet accounts for two different addresses under his name. We've been trying to separate them, so each one of us can keep the service and have their own completely independent account.

After the first call to the customer service, both accounts ended up under my name with his date of birth and contact info. We went to the physical store, and the service rep confirmed that the accounts are under my name, with my relative as the authorized user for both. The service rep couldn't do anything, but told us to call the customer support and ask to do a transfer of responsibility for the relative's account.

I called the customer service. The agent keep saying that both accounts are the same account and my relative's account is just a finance account (??? I'm not sure what that means in this context). We requested a transfer of responsibility for the relative's account, and now both accounts ended up under his name. The only thing we managed to do was set up two different credit cards and link them to different myRogers accounts, so we can check them separately. But, for example, if we try to change contact info in one account, it also changes in the other account.

There's got to be a way to do this, right? Any help is much appreciated. Thank you!

***Edited Labels***

[RogersMaude]

Hello @NK1920,

Thanks for posting to the Rogers Community! We appreciate you took the time to let us know about your situation.

We would be happy to help you figuring out the completion of your transfer of responsability, as it does sound like you've had a negative experience so far and we'd like the opportunity to rectify this.

Since you gave the authorization for your relative to take over the second account, have they contacted us with two pieces of ID so that we could create their new account and transfer the service over?

In order to discuss your account and validate what still needs to be done, please send a private message to @CommunityHelps. If you're not familiar with this process, check out this blog.

Thanks!

RogersMaude