Win Back Offer

[Bahaa]

Hello,

I used to have multiple products from Rogers and I recently ported out 7 cellphone lines from Rogers to Bell. I received a call from Ekta, an Ambassador team member with a win-back offer 15 days ago and we agreed that she would call back in 2 days but hasn't happened and she didn't leave a note on the account as promised. 

I submitted a concern and spoke to the escalation team but all are helpless!

Roger's disappointment continues and I am not sure whether I have to port out the existing products such as home monitoring and internet.

Anyone from Rogers cares about this community?

***Edited Labels***

[RogersYasmine]

Good day @Bahaa ,

Thank you for joining us in the community forums. We hope you like it here. 🙂

I understand that you had received a call from someone on our Winback team with a special offer. You've mentioned that you've already reached out to our support teams after not hearing back from that initial agent. By any chance, did they leave any notes on your file about the call they made, and what was offered? Without this info, it's quite difficult for our support teams to follow it up, as normally, Winback will only fulfill a call back request on accounts where an offer was clearly documented on the customer's file. Also, our internal support teams may be able to provide you with a new offer, but they don't typically have access to the same offers as Winback. 

If you are unsure about what was or wasn't documented in your account notes, we can take a closer look for you. Feel free to send us a PM @CommunityHelps the next time you're online and we can get started. We'd certainly hate to lose you as our valued customer. 

Kind regards,

RogersYasmine

[kephun]

@RogersYasmine  can you confirm the following number as an Ambassador Team phone number?  Office is located in Ontario.  1-855-879-6170. 

Thanks so much for your help! 

Kephun

[kephun]

Just an update.  I was able to confirm via online chat with a live rep, that this was a legit call I received.   I was able upload my contact information via the chat, even though I wasn't a current customer (previous).  The Rogers Specialist was able to see notes left on my file and confirm the name of the Ambassador Team agent.