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cant cancel my rogers services

my2
I've been around

Hello Everyone,

Reaching out to see if there other options to cancel services aside from calling in. Parents (seniors) have been calling and been getting bounced around from care team to care retention to IPPV retention waiting hours or just being disconnected. It seems like cancelling services is impossible and purposefully made frustrating as you cant go into a store or one care can only do so much. Any advice is appreciated.

 

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19 REPLIES 19

Re: cant cancel my rogers services

-G-
Resident Expert
Resident Expert

@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 

Re: cant cancel my rogers services

mebe
I'm a trusted contributor

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.

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?

Many months ago, I called the main number to cancel a theme pack, so I selected "Change a service" as I always do, and since it was around 1pm, the wait time was about 80 minutes. I selected a callback, but 3 minutes later, Rogers called, and I was connected to an agent. I was happy until the agent told me that he was able to do anything but add or remove any channels. Something was wrong with his laptop, so he connected me to another agent. After about 10 minutes, I hung up (I didn't trust him) and tried again. Again another 80 min estimated wait time, and got connected in 70 minutes. The agent told me that the wait times are often longer on the 15th of the month, since a lot of things are going on.

So all that nonsense, just to cancel a theme pack. And the wait time to cancel or add channels can take 10 minutes until it goes through, again depending on the quality of the equipment used, or agent experience. It can be as fast as 3 minutes when the system isn't congested.

The Rogers Executive branch can change, and with the change, new directives can occur.

At the moment, many subscribers are being let go without much of a fight ... So that winback does all the dirty work (with more enticing deals).

If the retention agent gets a bonus for only losing 10-20% of the customers (due to fewer available deals, or only the same ones that a regular CSR can offer), there might be more reasons to let one of those attempted cancellations get accidently disconnected, or kept on hold. However, if you've got some good deals to offer, and the agent is tipped off that the customer will most likely stay, if the deal is good enough, perhaps the accidental disconnections will happen less often. I don't think that's happening, I just think the software or equipment used by many of the agents is perhaps in need of an overhaul, or too many system refreshes to get the cancellations processed in a timely manner.

Whatever the reasons are for this sudden influx of failed cancellation or billing dept failures are, an ugly pattern of hopelessness and frustration with wait times is often outnumbering the other previously popular complaints.

Conspiracy theories are a waste of time, and often disrespectful to those trying their very best. Still, if it looks like a duck, and that duck isn't having any luck with its 3rd cancellation attempt, it's time to let that duck swim in another pond. 🐟🐠

Re: cant cancel my rogers services

-G-
Resident Expert
Resident Expert

@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.

Re: cant cancel my rogers services

gloranger
I've been around

I was transferred 4 times last night, finally spoke to a lady and asked to cancel. I was polite, she put me on hold 3 times over the course of 45 minutes but she said she was cancelling and then, while I was waiting, she hung up. My line was not cancelled. I am now on a 2 hour wait to try again. Isn't this criminal? I will be placing acomplaint with the Consumer Protection folds after I finally get this cancelled.

Re: cant cancel my rogers services

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

Re: cant cancel my rogers services

jspencer27
I've been here awhile

I too, tried to phone to cancel my home internet and TV package and after waiting on the phone for an hour, was cut off? I will be trying again, but this is ridiculous.

Re: cant cancel my rogers services

Margaret1
I've been here awhile
OMG! Just wasted 5 hours of my day! First rep wanted my credit card number, I refused, they transferred me but it hung up! Three more times and every time when I said I wanted to cancel I was transferred and the call disconnected! The next call was connected to a woman in New Brunswick and again she transferred me and I finally got someone who could cancel my services! They didn't want to, but they did lol

Re: cant cancel my rogers services

Hondroid
I plan to stick around

The company is intentionally making it difficult for people to cancel subscriptions by intentionally dropping calls, transferring you call to another department, making people wait over an hour on the phone and as soon as you say, cancel, they'll drop the call. It's a tactic many companies have resorted to to get your money. Vonage is another company that has resorted to this corrupt practice

Cancel your credit card or dispute the charge with your credit card company.

I worked for them once upon a time. This is a well known tactic to get you to give up and keep paying.

Re: cant cancel my rogers services

Hondroid
I plan to stick around
Geez. Imagine that. Another person saying they were hung up on when trying to cancel. THEY'RE DOING IT ON PURPOSE

Re: cant cancel my rogers services

Hondroid
I plan to stick around
Oh another hang up. Imagine that. I bet if you went to head office they probably have security that will escort you off the property for complaining.

Re: cant cancel my rogers services

RGomes67
I've been around
Same is happening to me, I want to cancel my Rogers business internet service, because I am moving to another country, being two days that I am trying to get my business internet account closed, they keeping put me on hold, transferring from person to person, to end getting disconnected after 5 hours on the phone with them. do we need a lawyer to have my service canceled?

Re: cant cancel my rogers services

billmce
I've been around

It seems like a deliberate effort in my view. I dialed the dedicated numbers and gave it up after 1.5 hours which I thought was more than enough. Now I have the the chat on hold and the telephone on hold.....I really don't expect either to be successful. I am wondering if the CRTC could help or the competition bureau. It is a bit ridiculous they just don't have the cancel option on there website and skip dealing with people. But I get that they want the chance for customer retention to bribe them with some offer that you have to endure this sort of agro to get access to.

 

Re: cant cancel my rogers services

jasonchadperry
I've been around
Exact same issue. 3 hrs and no one. The call hung up and the chat disconnected. I will take it up with my credit card company or just cancel the card

Re: cant cancel my rogers services

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

 

 

Re: cant cancel my rogers services

Hbkorean
I've been here awhile

I am currently on the phone with a Rogers Associate and have been on hold for about 30 minutes.....this is the 3rd person I've been transferred to. The 1st person said they need to send me to the home internet team, once I got a hold of the 2nd person, they said they are in Sales and they must have dialled the wrong number and will send me to retention, now I'm with the 3rd person and they said that they are the wrong team again.....sounds familiar......I'm convinced this is just a game of hot potato to these people. 

Rogers what kind of pressure are you putting on your employees to make them treat your customers like this? 

Re: cant cancel my rogers services

cblanch23
I've been around

It is not acceptable I have tried both with Chat and on the phone on hold for 4 times almost an hour or more before I give up and try again tomorrow. Is there not a better business number to complain about this poor service? or a Rogers complaint email?

Re: cant cancel my rogers services

Pauly
Resident Expert
Resident Expert

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

Re: cant cancel my rogers services

-G-
Resident Expert
Resident Expert

@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.

Re: cant cancel my rogers services

Margaret1
I've been here awhile

So we were forced to go to Ignite from Digital. But after I was just talking to technical support about a different issue, I just thought I would ask if my son was still authorized on our account, as he is our Executor. (My niece went through this dealing with Rogers when my sister passed away).  Anyways, when they MIGRATED US, they did NOT migrate my son name as a LEVEL 1, which means he can make changes on our account.   So be aware! 

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