Dear Rogers Customer Service,
I am writing to express my deep frustration and disappointment with the misleading information I received from your customer service team, which has now left me in a difficult and unfair situation.
Before deciding to cancel my account, I contacted your customer service for advice on the financial implications of canceling early, as my plan is still active until December 2024. I specifically asked the agent multiple times to clarify the costs I would incur, and I was repeatedly assured that the only charge I would face would be for the device itself. The agent even mentioned that my current plan would be prorated for this month, giving me further confidence that I was making the right decision.
Based on this information, I went ahead and canceled my account. However, when I called customer service again to inquire about returning my device, I was shocked to learn that the previous agent had provided me with incorrect information. I am now being told that I am responsible for paying all dues until December 2024. Had I been given accurate information, I would never have canceled my account in the first place, as I was simply exploring better options, not looking to incur additional costs.
This situation is extremely upsetting, as I feel misled by the initial advice I was given. I trusted the information provided by your representative, and now I find myself facing unexpected financial consequences that I was assured would not apply.
I urge you to review this situation and consider the impact of the misinformation I received. I am asking for your understanding and assistance in resolving this issue in a fair manner, as it is unjust for me to be held accountable for the mistakes made by your customer service team.
I look forward to your prompt response and a resolution that reflects the responsibility of Rogers in this matter.
