I was Rogers Ignite internet customer for over 3 years and due to some changed in life, I had to relocate to BC. I still had a few months left until my contract expired when the move was decided, I reached out to Rogers 1 month prior to my moving day, advising them I need to discontinue the service due to moving out of province. It was the Rogers rep that told me, my penalties will be waived upon termination of the service since I am moving to an area where Rogers internet service is not provided. I highly appreciated his support and information, we professionally ended the conversation. Two months later in November (and this was after I fully moved to BC and my equipments were returned (returning the devices was another drama as Rogers sent me 2 separate sets of waybills with different carriers) ), I saw $226 charged to my already terminated account, stating that it was penalty for early dismissal of the service. I called Rogers on November 26th and 29th - both times reps apologized, advised me that I should see the penalty fee waived and credit of $9 or.something mailed to my address within 72 hours. It is Dec 12th today - I checked on Rogers app and that penalty is still charged with due date in 2 days. I called the rogers again, phone was answered by an agent in Manitoba. She acknowledged my previous conversations with 2 other agents in the past, but she said the account is still outstanding because it was not sent to a supervisor? And that she would reach her supervisor and resolve it. I was on the phone for 1 hour as she constantly put me on hold in order to speak with her supervisor. I.asked if I could speak directly to her supervisor, she said no I can't due to some reasons I couldn't fully understand. After chatting/emailing/talking to her 'supervisor' she said the same thing as the other 2 reps I had spoken with - that after 72 hours I will see the revised bill without penalties charged but credit of how much dollars on the app. I said I am worried about the wrongfully charge and also the late fee that might be associated with the amount due. She said she also put a 'note' about it but could not give me exact answer how it will be resolved. That was all she could do for me as she kept on refusing to connect me to her so called supervisor. This is an unacceptable, deceiving and unprofessional handling of customers. Had I not checked on the app and reached out to Rogers again today, I might have been slammed with late fee and extra charges, thinking everything was resolved. Your billing department needs to develop.more.customer centric procedures. I shouldn't be chasing after what you had promised for 3 times and counting.
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