Rogers Complaint Process

[snocow]

Hi All;

My bill has been wrong each month for last 4 months...each month a different reason.

I called already this month but they could not help b/c I was not at home with my notes and couldn't tell them how much my bill is supposed to be. I really hate having to spend another 2-4 hours on phone with Rogers again this month

I advised last month that if my bill is wrong again this month it will be a $200 penalty.

After ongoing for so long...should I contact OOTP and raise a complaint with CRTC.

 ***Added Labels***

[RogersMaude · Accepted solution]

Good evening @snocow,

Thank you for posting!

Sorry to hear about the issues you've encountered with regards to your last 4 bills.

In order for us to help you better, we'd need to know the type of billing issue you've identified.

Was it an offer that was not honored or you're seeing overage charges on your invoices?

If you would like our assistance, please send us a private message @CommunityHelps inbox. 

You can learn how to send us a private message, here.

Feel free to reach out to our Social Media team. They're also at your disposition. You can reach them via Twitter @RogersHelps or at Facebook.com/Rogers.

Keep in mind that you can also access our Share a Concern page to submit a call back request from our Management Office or chat with a member of their team. If you feel like you've exhausted all avenues with our Management team, on that page you'll also see how to contact the Office of the President.

Thank you for sharing the details of your situation with us. I hope we can help you resolve it promptly!

RogersMaude

[snocow]

Thank You;

Have submitted via "Share a Concern"

[Sanju214]

Please note its been more than 4 months since I have ported my 2 business line from Bell to Rogers on Black Friday November 24th 2018.

And this is so sad and frustrating that I am still waiting on some bill credits and some promised that Rogers store employee made to me at Square One mall Rogers store city of Mississauga Ontario.
I have personally went to the store 4 time asking resolve the issues, called them million times nothing happen. I also reached store manager by in person and send them many emails.
No luck !!
AT THIS POINT I AM REGRETTING LEAVING Bell.

Following 4 issues still pending:

$400 Bill credit pending
$ 105 activation fees for 3 line $35 plus tax each need to reverse as promised by store.
17Gb Data promised, currently showing 15Gb
$190 before tax for 2 line promised. Its actually $197

Please resolve this issues asap.

[OLDYELLR]

@Sanju214  There is https://www.rogers.com/consumer/contactus/share-a-concern

Also posting a message on Rogers Facebook page will get you a response. Apparently so will Twitter, but I've not tried that.

[rv55]

I work for a company which has corporate offers with Rogers. Upon reviewing the process on the Employee discounts page, I emailed the line of contact who is an external dealer called Lifestyle communications located 662 King St W, Suite 105 Toronto ON. I communicated via email to the given email address : support@lifestylewireless.com. The lady I dealt with, her name was Yerang S. The order for the device was placed in last week of March and employee verification was completed the same day. I contacted lifestyle(Yerang) inquiring that I have placed the order so long ago and what’s the path forward. I followed up again on April 3 asking for an update. I was told iPhone X that I had ordered was on back order so it may take longer and arrival date is still missing. I emailed again and left voicemail multiple times as they would never answer the phone when called at 416-461-4660. I get a response 3 days later asking for my credit card info on April 8 to ship the phone out. While my plan has been activated already on April 5 so technically I’m paying for the service already which I have no access to.

I finally received a phone via UPS on April 8, 2019, around 5:30 pm. Note: I paid 22.60$ for insured shipping and the phone was left on my porch which someone could have stolen. Thankfully I got a notification and I came home at 6 pm and opened the phone. Upon installation, I hear a rattling noise every time it vibrates. Next thing is I take a video via my old phone and contact lifestyle around 6:48 pm via Email: describing the situation that it is dead out of the box. As that’s after hours I even left a voicemail. I tried calling a couple of times again during normal working hours and also left a voicemail but I didn’t hear anything back.

As a backup option I booked an Apple appointment for April 11, 2019, for them to replace as it was a manufacturing defect. Apple store said that as Rogers were the one who sent you the phone, they are the only one who could send you a new one(mentioned: had to do something with separate inventory). Apple store would either repair this device or replace it with a refurbished one. On the same day that is April 11, lifestyle emails me to contact Apple store to resolve this issue. Not accepting that deal, I contacted Rogers customer care and they advised that it should be the dealer(Lifestyle) who should be replacing it. Rogers line manager named Al, tried contacting Lifestyle and left them a voicemail and advised me that dealer should be the one replacing it. I also contacted lifestyle and mentioned the entire situation.

Next day now it is April 12 and without a functioning phone, I contacted Rogers again to help me resolve this issue with Lifestyle the dealer as they won’t return my email or calls. They advised that Lifestyle is ready to swap my phone out and it will be ready at the Rogers store in Pickering at noon to avoid shipping back and forth. Upon agreeing to it, I went to Rogers on April 15 at 1 pm and I was turned down that they don’t have this arranged after half an hour of waiting. I was really frustrated at this point and try contacting Rogers as well as Lifestyle again. A representative from Rogers was going to bring this unto management and call me back at the given number. I didn’t hear anything back from anyone so at this point, I called Rogers business customer care again and talked to a manager. He said they have credited my account for 35$ that is activation fee and the phone is being shipped. I was really upset as my time, value and the initial experience was terrible. Instead of delivering on my request or the commitment that Rogers/lifestyle made, I was told that the phone will arrive when it arrives, nothing they could do (a manager is saying that).  All this while I haven’t heard anything back from Lifestyle. Lastly, I send another email on top on 4 emails that are sitting without response to lifestyle saying that I regret my choice joining Rogers and I rather switch back to Telus if you can’t deliver on your promises.

Minutes later I was notified that my order was canceled and I should ship back my phone back with this return label. She said nothing could be done and if I want to pursue Rogers then I would need to place the order again (pay shipping and activation again). Given no choice, as no one was appreciating or trying to resolve this issue I ported my number back to Telus. I just want to bring this to attention to Roger and other customers (public). Worst Service ever! Soon I will be canceling my home internet with Rogers too and will spread this word to my friends and family. I will be shipping my phone back with the return label and hoping to get my money back.

[RogersMaude]

Good day @rv55,

Thank you for posting to the Rogers Community!

Waiting on the delivery of a device associated with a line you recently activated is frustrating, especially if you know you've already started being billed for the service fee. I appreciate your detailed account of how things went down and am sorry for the poor customer experience.

I understand you've returned the iPhone and ported back your line with Telus. If there is anything we can do to help you complete the activation, of your Rogers line with your corporate discount, please let us know. We would not want you to change service provider for your home services because of this situation.

Being unable to reach a store you've made a transaction with is awful. Hopefully I can help clarify what happened with the phone calls made to the retail location. The phone number (416) 461-4660, you posted above, does not seem to match the one we have for the store in question:

Toronto - 662 King Street West
Toronto, ON - M5V 1M7

Phone: 416-628-4000

We appreciate you took the time to bring this up to our attention and apologize for any inconveniences this may have caused you.

Regards,

RogersMaude

[rv55]

Hi,

Thank you for a swift response. I have shipped my phone back and the account has been cancelled. Not sure there is anything you can do now. Additionally, I don’t have energy to deal with anything like this again. The cooperate deal I got was great but I value my time more than the saved money. I just don’t have faith in Rogers as to they will be able to anything to make up for it and guarantee that this never happens again.

So far, all I have heard after me being vocal about my issue is, “we apologize and let us know what we can do”! However upon giving a suggestion all is hear is what you folks can’t do rather than what could be done.

Such a pessimist and dismissive approach to customer resolutions!

[dev4u95]

I called on 27 September, one lady manager Wendy picked my call after 1.15 minutes and she didn't have sense to take customer too even, lastly she cut my call. In the conversation, she is forcing me to use more data. So definitely, I will cut down all my rogers connection after this month but fire him from job otherwise many people will cut your connection and no one refers to use rogers connection. Even I will talk with my family and friends circle too. She forced me, but I will forced to my relatives to use other career and high-speed internet. One couple of guy, Pradip and Kavita talked with me very nicely too and they gave me answer to very gently. But she lady want to become heroin and speaking me very rudely. She doesn't care about Roger's customer. One thing hurt me that she cut my money and she was forcing to use more data. She bullied me this night. If I am the authorized person then I will fire him from job right away. I felt very bad of her talk.

[RogersZia]

Good evening @dev4u95,

Welcome to the Rogers Community Forums and thank you for your feedback!

While we try our best to ensure we provide the best customer service we can, I realize a few interactions can end up being difficult. I'm glad to know my other colleagues were able to address your concerns and get you a resolution.

Please let us know if you still need assistance with any account related inquiries.

RogersZia

[surjeetsingh]

Hello There,

I hope you can help your rogers customer and apologize for any frustration. I have been customer with Fido/Rogers over 10 years now and always been loyal with the multiple services package you guys offer and take care of your customers and appreciate the value and services provided by you or your team. I have a pending ticket with Rogers from june 1st and I never got any permanent fix or resolution to an issue. I have truly spent hour and hours trying to get this addressed with Cx services, technical support or office of the president but no response. I had really high hopes when some body contacted me from rogers office of the president but now its been truly disappointing because 2 agents came across and tried to give me reassurance to fix the problem but never got any response after their 1st or 2nd email ( I have included their names below and if you would want proof me following up then i can provide email trail).

I am not sure where to go from here and so I am writing this to your attention. I completely understand i may not value or my opinion in your company but I wish you understand from customers point of view. Please see the ticket # below  in reference to an ongoing issue for almost 6 months and with no reassurance or time frame of when it can be fixed or it can't.

Ticket # I14201xxxxx

Agents from presidents office who are or no use and don't even reply or follow up with customers
 

(Removed Name and Contact Info of advisors for privacy reasons)

I hope your team can assist of guide the customers in the right direction and I do apologize for my frustration again. 

[RogersYasmine]

Hello @surjeetsingh!

Welcome to the Rogers Community Forums and thank you for your first post. 😊

I can certainly understand your reason for being unhappy as who wants to wait months for their concerns to be fully resolved!? I would feel just as upset. We understand that you were in touch with a couple of advisors from our Office of the President. I'm surprised if there was no follow-up done as they are usually very good at getting matters straightened away. Our apologies for any disappointment. 😔

We really appreciate your loyalty over the years! Our customers' opinions mean a great deal to us and finding them a reasonable solution is something that we strive for. With that being said, there are certain things that are outside of our scope, but we will always try our best to help!

Feel free to send us a Private Message @CommunityHelps so we can investigate this further to see what's going on. For more information on how our Private Messaging system works, please CLICK HERE.

Thank you kindly,

RogersLaura

[RENUUMOUDGIL]

HI I AM FRUSTRATED ABOUT NOT GETTING SATISFIED ANSWER FROM UR CUSTOMER SERVICES. I HAVE CHARGED AGAIN FOR MAING INTERNATIONAL PHONE CALLS TO INDIA. I HAVE CHARGED FOR THOSE WHICH WAS MADE THROUGH REBTEL APP TO USE FOR INTERNATIONAL CALLS. NEVER HAPPENED BEFORE SO FRUSTRATED. I THINK I WILL FINALLY MOVE ON TO DIFFERENT CARRIER TO BETTER SERVICES. THANKS RENU SHARMA

[RogersAndy]

Hi @RENUUMOUDGIL!

Welcome to the community!

Sorry to hear you've been unable to get to the bottom of what's occurring with your long distance charge calls! I'm personally unfamiliar with the Rebtel app but I'd be interested to know if it's making calls over WiFi or if it's making calls using the cellular network. Are you able to confirm if you can make calls with the cellular connection on your phone disabled?

In addition have you reached out to Rebtel support to see if what's occurring is normal based on their current app revision?

@RogersAndy

[Rene6]

To whom it may concern, 

How come the cancallation process involve a minimum of three employees and almost 30 minutes of my time?

This is my experience: 

First person:

A woman from saskwawan even though I called the cancellation department. After she offered me several retention products she sent me to another employee who supposingly is sitting in the cancellation department. I pressed 4 and the 5 in on the dial pad, which according to the automatic phone voice is the right way to do it.

Second person:
Dylan from cancellation was the person I got transferred to. Dylan again tried several products to retain me as a customer, such as suspend it for several months. would not let me speak to a manager even through I several times demanded to speak with a leader. Instead he ignored my request and transferred me.
Tyron again tried again to ask several retention question. Finally after 29 minutes my line got disconnected.

Even though it is a toll free number it´s still charged by foreign mobile carriers!!!! 

Rene

[Bosshoss46]

I am leaving rogers for life after given the run around by Mandy from the escalation team! She doesn't help any and won't answer questions. The pass the problem around till you get tired and give up! She is a pro at this and she doesn't fool me as I'm done. They have my phone for repair to the camera zoom and I'm still paying a hefty bill each month but they haven't a clue where my phone is! She will do nothing and for this I am leaving rogers after over 20 years with them. This is the worst cell phone experience I have ever had and will not go down this road again. She refuses to cancel my contract that they are not following and is holding me hostage for another year plus! Mandy you need to learn some manors and learn your job as I bet I'm not the first or the last! By rogers it's been a slice!

[Michelle48]

Rogers is taking advantage of its customers with frequent outages and poor customer service.  I have referred this to the government.  Today I contacted them about the outages and asked not to be referred to the technical department.  that is up to them to fix their  less than adequate systems.  But I received the same form letter again.   I asked for a credit for the outage August 22, 2021 and got five dollars.  I said I am considering cancelling services and the person wrote that's fine.  I know Rogers bottom line is not as much as last year but surely a person who has been a loyal customer for 32 years deserves better.    I became sick from trying to reboot no knowing there was an outage.  third outage since the end of April 2021,  SHAME  SHAME  SHAME