Welcome Bonus and New Account Credits Missing

[AZcustomer]

I received an email promo from rogers@e.rogers.com with an exclusive welcome offer of additional $5/month off on top of any current promotions for 24 months when I activated a Rogers infinite plan and limited time offer ends 05/02/2024. I called the number on the promo 1-855-889-3899 to claim this offer because I had just signed up for an infinite plan and should qualify for this. After 2 hours on the phone they basically turned me down and said they could not find this promo on their end and told me to contact the Roger’s designated retail store (Fraser Valley) instead which I did as well but they also couldn’t apply this promo to me either. I am being tossed around with no resolution and Rogers is providing false advertising.

Besides this, Roger’s made a mistake on my new account activation. The promo promised $150 bonus credit for new activations and another $50 for hardware upgrade. I did both, I switched over from Telus to Roger’s and got the new iPhone 15. I was told it should show in my next bill but when I checked my bill online, no credits were applied at all. I have all email trail and evidence to support this.

Overall this has been a very terrible customer experience. There were mistakes in my initial plan setup, there were promised discounts that cannot be applied and now I am missing credits to my bill. I’ve wasted over 10 hours dealing with Rogers over the phone and in person. I’m hoping posting this online can help me find a resolution.

***Edited Labels***

[RogersYasmine]

Greetings @AZcustomer ,

A warm welcome to the community forums.

It's disappointing to hear that this has been your experience with us so far. Our customers are extremely important to us and this is not how we would have liked things to go. 

With that being said, I know that with some promotional credits, it can take 2-3 bills before they appear. We would have to review your account and the details of your promos to confirm.

If help is still needed at this time, kindly send us a PM @CommunityHelps the next time you are available online, and we'll do our best to investigate. For more information on how our Private Messaging system works, please check out our blog.
 

Kind regards,

RogersYasmine