In September 2023, my wife and I were both eligible for hardware upgrades and, being customers for more than 45 years and a former staff member I was well aware how to process one online. We met all the requirements, but through 70 attempts over the course of a week we could not process the upgrades online to avoid the ridiculous administrative fee that I have never paid i previous transactions of a similar nature. At the very end, awaiting confirmation, the website either timed out or crashed. I think Rogers deliberately compromised their website so customers were forced to deal with a CSR and pay the admin fee. In subsequent conversations requesting recompense, they neither admitted what they did nor were willing to refund me. In a complaint to the Commission, they claimed fees like that are outside of their jurisdiction. Rogers are clearly thieves and the CRTC is complicit.
