@my2 wrote:
Hello Everyone,
Reaching out to see if there other options to cancel services aside from calling in.
As difficult and inconvenient as this can be, cancellations typically need to be done over the phone by the account owner or their authorized agents.
Which number are you calling to cancel your services? Rogers lists specific telephone numbers to call: https://www.rogers.com/support/billing-accounts/thinking-of-switching-to-another-provider
I don't know how Rogers' telephone agents are rated internally or whether they are penalized for processing cancellations. All that I can suggest is that you get the name and employee number of anybody and everybody that you speak with. Be nice, and thank the agent (who will, no doubt, be doing anything that they can to keep you as a customer) for their help... but make it clear that you have already been given the runaround and that at this point, the only thing that you wish to do is to simply cancel your services. If the agent that you are speaking with cannot process the cancellation themselves, continue to be nice, confirm their name and employee number, and ask to speak with somebody who will be able to cancel your services immediately; nobody else... and if they cannot or will not do that, advise them that your next step will be to take legal action
@mebe wrote:
I always assumed that simply by calling the main Rogers phone number, then choosing "cancel a service," then whether it's Internet, wireless, tv, or whatever, that would get me to the proper place (as it has in the past). But I suppose if I had multiple services, it might be best to try each specific service phone number (Internet, wireless, etc.), and then if there's one that has a short wait time, stick with that one.
I have never seen so many customers complain about how long the wait times are, so it seems like Rogers is either dealing with an unusually high number of customer issues, is short-staffed, or both.
As for all those phone numbers that Rogers publishes, it's not as convenient as calling 888-ROGERS1 but calling the right dedicated special-purpose number can make a big difference. Also, while it is tempting to try to reach a human on the phone as quickly as possible, selecting "add/change services" will send you send you to queue staffed by sales and business-focused professionals; people who get compensated for selling services and growing Rogers' business, not processing cancellations. So, not only have you reached a person who is least equipped to help you, that person also just lost a sales opportunity (and commission), will be kept from doing their real job while trying to help you, and will now go back at the bottom of the queue waiting for their next inbound call.
So why is it so hard to cancel? Not enough people with the authority to do what's necessary, or is the poor software, or equipment that various Rogers employees are using, the main problem?
As a telecom, Rogers is focused on metrics such as average revenue per user, customer growth rate and customer churn, and every customer-facing team is measured on how (and how much) they contribute to Rogers' success.
No corporation wants to lose customers, so the cancellation queue will typically be serviced by highly-trained agents who will do whatever they can to identify the root cause of customers' issues and escalate to the appropriate teams to get those issues addressed (and hopefully resolved) as quickly as possible.
Also, if you end up getting transferred to a specialist, that person is charged with getting your problem fixed, and the last thing that they want is to be the person who could not stop you from cancelling your services.
This is a general statement about some corporate call centres: Depending on where they are in a quarterly cycle or the current business pressures, call centre agents can be under INTENSE pressure to retain customers at all costs... and often that just makes customers even more upset, more likely to cancel and even less likely to return... ever... but a corporation also cannot wilfully resort to tactics that prevent a customer from cancelling their services, so if you see that happening, the right magic words can quickly put an end to any such shenanigans.
Good day, @gloranger !
Thanks for posting your concern here in the Rogers Community. We've been unusually busy lately so I do sincerely apologize for the long wait times being experienced and appreciate your patience!!
If assistance is still needed, we'd love to assist you further. Kindly send us a Private message @CommunityHelps so we can look into your request for you further. 🙂
Kind regards,
RogersYasmine
The problem with that plan is that the Rogers bill keeps ticking. With no payment on the account, Rogers will simply report "no payments received" to Equifax and/or Transunion. Don't remember which company Rogers uses. That will start to degrade your credit rating, which if you're looking for a mortgage or car loan, could end up costing you thousands of dollars over the life of the loan. Eventually Rogers will turn over the account to a collections agency who will hound you for payment and probably further degrade your credit rating.
So, you can't cancel, and Rogers will potentially ruin your credit rating. Definitely a rock and a hard place.
As @RogersYasmine indicated above "If assistance is still needed, we'd love to assist you further. Kindly send us a Private message @CommunityHelps so we can look into your request for you further." Based on my interactions during previous occasions, I definitely recommend working with the moderators to answer a query or change a service.
When you're logged into the forum, follow this link to the @CommunityHelps page. On that page will be a link on the right hand side to Send a Message. Follow that link to the message composition page. The address will fill in automatically. Fill in the subject and details and when the message is complete, hit Send Message at the bottom.
When you're logged into the forum, look for a number overlaying the envelope symbol at the upper right hand corner. That will indicate that there's an inbound message for you. Follow that envelope symbol as it serves as a link to the message inbox and outbox. From the response in the inbox you can then message back and forth as required.
To send anyone else on the forum a message, including @communityhelps, hover your mouse over their user name and a popup will appear with a link to send a Private Message. Follow that Private Message link to the message composition page and as before the message addressee will fill in automatically. Fill in the subject and details and hit Send Message when you're ready to send the message.
If that doesn't work, as in the moderators advise you to phone retentions and spend hours on the phone waiting for a customer service rep, then your next recourse is to submit a complain to the CRTC and to Consumer Protection Ontario.
Here's the link to start a CRTC complaint submission:
https://crtc.gc.ca/eng/contact/question.htm
Here's the link to submit an inquiry or complaint under the Ontario Consumer Protection Act. I have no idea what if anything they might be prepared to do, as there's no description for a situation where you can't cancel a contract with a company as you can't speak to or communicate with a company rep via email or text message. But, it never hurts to ask the question:
https://www.ontario.ca/feedback/contact-us?id=26911&nid=43254
I am not sure what's going on? my mom always seems to be able to get thru, and she is not young, she's a senior
@Pauly wrote:
I am not sure what's going on? my mom always seems to be able to get thru, and she is not young, she's a senior
No company wants to lose a customer so when somebody calls to cancel their services, it is not unusual for call centre agents to pull out all the stops and do whatever they can to retain the customer, whether that is to facilitate getting a technical problem resolved or try to find them more attractive pricing. (The agent may even get reprimanded if they do not follow their scripts in these situations.).
HOWEVER, a company also cannot deliberately prevent customers from cancelling any services that they are entitled to cancel. If they resort to shenanigans that impede or prevent a customer from cancelling their services, they can expose themselves to legal action or other punitive measures.
When calling Rogers to cancel services, it should be sufficient to make it clear that you have no intention of keeping a service or remaining a Rogers customer. You are not even obligated to tell a business why you are cancelling your service. If you get the run-around, politely remind the next call centre agent that you speak with of their legal responsibilities and insist that you be transferred to somebody who can process the service cancellation immediately.
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