Very Disappointed

[JeannineaB]

So upset. We had the whole family with Rogers. Recently my husband and Ii switched. More recently we asked our daughters to pay their own phones as they are all adults and more importantly my husband was diagnosed with stage 3 cancer in which he had surgery to remove the infected area. He also has to have chemo. We are both out of work due to this because I am his caregiver. So we are low in funds. Our one daughter canceled her phone and went to return it and was told that she could not return it to the store that she had to return it by mail. However, we were told that she had to go to the store to return it by a agent from Rogers. Both of these times we were told that once the phone was returned we would be reimbursed for phone. We are now told that we will not be reimbursed that the phone cannot be returned. I am very upset about this and so is my husband. Why be with the company that gives you so many different answers and the runaround. We were told that the phone was canceled too early. This is such a runaround and unbelievable. And to not give a customer appreciation leeway especially to somebody who is struggling financially because of a horrible situation. Unbelievable. They do not care about their customers at all, only the money they are getting from their customers.

***Edited Labels***

[RogersMaude]

Good morning @JeannineaB, 

Welcome to the Rogers Community and thank you for sharing your recent experience with us. Firstly, I'm really sorry about your husband's illness and I hope you can stay strong during these trying times. Sending you best wishes as he recovers.

It’s disheartening to hear that our support team couldn’t properly assist you, as we always strive to provide our customers with excellent service. We missed the mark this time, and I sincerely apologize.

For further assistance, with regards to this matter, please send a message to @CommunityHelps. We'd be happy to take a deeper look into this for you and we'll need to discuss privately to access your account.

To learn more on our messaging system, click here. Thanks so much!

RogersMaude