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Very Upset about Rogers

A_Little_Lamb
I Plan to Stick Around

Never had such a bad experience before!

 

I signed up a package as I've received an offer by text message invitation but I wan't able to view my account activities online, I want to monitor my usage to avoid being over-charged but there is completely NO WAY! The live chat guy referred me back to customer service phone line but their service representative cannot locate my account, I have phoned a few times, I feel so helpless! I have spent more than an hour with live chat guy but got totally no support, they only felt sympathy but can do nothing, they have just referred me back to the customer service rep. by phone.

 

I have signed up the package & online service for 6 days but still cannot view my bill online, how can I know how much data I have used? Rogers said for our covenience they have offered $10/500mb if exceeded but how do I know how much I have used? The live chat guy admitted that using the phone feature is not reliable. I've sent emails and expressed my concern online, they asked me to talk to live chat people, it's going round & round & round, nobody can ever helped me to resolve this problem.

 

Any thoughts or ideas?

 

 

 

***Edited Labels***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Very Upset about Rogers

Good day @A_Little_Lamb,

 

We are very sorry for the level of service you have received from the Live Chat service. 

 

You can expect to receive your cheque up to 3 weeks from the day we process your refund, including standard Canada Post mailing times.

 

We have sent you a Private Message, from @Communityhelps, to confirm the measures that we have taken on our end since you last contacted us, but I can definitely assure you that you do not have to get back in touch with us or our Live Chat service.

 

Hope this helps!

 

RogersMaude

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23 REPLIES 23

Re: Very Upset about Rogers

My experience is even worst, they referred me back to live chat but live chat asked me to talk to people on the phone, the phone rep. cannot locate my account, it has been going round & round & round, why Rogers' service has become so bad? What has been changed and what happened? Did they cut budget??????

Re: Very Upset about Rogers

lockdown2341
Rogers Employee
Rogers Employee

Hey there.

 

So, when you called into Customer Care, what methods did they use to locate your account? We normally ask for the phone number or the account number, but we are also able to search via the billing name on the account and the billing address. Usually at least one of these methods will locate an account, although it has happened (very rarely) that we are not able to pull up an account even if it is active. Although that usually happens within a day or two after the account has been activated; after six days, there should be SOMETHING available.

 

I would give Customer Care another call, make sure they search using all of the above methods again, and if they cannot find anything, we would have to file what is called a 'Case' to have someone from our back office group to investigate.

Re: Very Upset about Rogers

They have used both my phone number and account number but still unable to locate my information. In my last call, one lady from billing departmet said she can locate my account but still cannot see my usage, I asked how I can see my usage she said the only way is from online, but unfortunately my online gave me completely no information, I feel that I'm totally in the dark. I don't know how much data I have used and don't know if I'm being charged for $10/500mb. I have asked the CSR at Live Chat if I can block it to avoid being charged for over usage, she said I can but then I'll be unable to use my phone for all online activities including with wifi, my phone can only be used for phone calls, this is totally unacceptable! So I told her to stop blocking so I have looked for other ways to contact Rogers but unfortunately I have no luck in getting any real person for help.

 

A representative from your CEO's office has been in touch with me via emails but this time he made me feel that he is unwilling to help as his tone is cold and his response is not keen at all that's why I turned to here.

 

I sincerely hope somebody can help me, at least to answer my two questions: 1) how much is my usage at this point? 2) am I being charged for additional usage now?

 

I'm really sick of Rogers, this matter has wasted me a lot of time already! And has been affecting my life!!!

Re: Very Upset about Rogers

What?  Okay there is a couple of things wrong here.

 

Since you only activated six days ago, your usage wouldn't have been billed to you yet. However we are able to go ahead and view this usage usually up to the last 24 hours or so to determine if you have been charged or not (someone can correct me if I'm wrong, but I'm 95% certain I'm correct on this).

 

The online MyRogers account, if linked up correctly, should allow you to view any unbilled usage from your end. If you have your account number linked up with a registered account, there should be no issue. Unfortunately I don't handle much regarding the website so I can't help further there.

 

However, the last part is what really concerns me. If we block the internet on your phone, it only blocks access to our network. It absolutely doesn't block access to wi-fi as we can't actually block that. And texting can be blocked but it would have to be done separately from blocking internet usage. In fact the only thing that would be affected by blocking internet is your ability to receive picture/video messages as those require an active internet connection to work.

 

Honestly, I think someone from the @CommunityHelps team should be helping you with this as seem to have an advanced problem that requires someone to get into your account, and I'm not able to do that.

Re: Very Upset about Rogers

"The online MyRogers account, if linked up correctly, should allow you to view any unbilled usage from your end. If you have your account number linked up with a registered account, there should be no issue. "<---- I wish this is true however it isn't, I can see it is linked and one of the customer service rep. confirmed that it is linked but I still wasn't able to view ANYTHING from my online service!

Yes, I agreed, something IS WRONG!!!

Re: Very Upset about Rogers

Good evening @A_Little_Lamb,

 

Thank you for your posts and Welcome to the Forums! Smiley Wink

 

We can understand the inconveniences caused by this situation and we would like to help.

 

I will have someone from the @CommunityHelps team reach out to you via Private Message.

Look out for the message in your inbox - simply by clicking on the envelope icon on the top right corner of this page.

 

RogersMaude

Re: Very Upset about Rogers

A_Little_Lamb
I Plan to Stick Around

I cannot say for sure whether or not it has resolved my problem but I'm awaiting a refund cheque as the representative has promised, I will keep you guys updated, thanks.

Re: Very Upset about Rogers

kells79
I Plan to Stick Around

I wouldn't hold my breath on the refund cheque.  I was told 6-8 weeks for mine.  Why it takes that long is beyond me.  After 8 weeks I still didn't have anything.  When I finally got an answer from rogers customer service it seems the rep I first spoke to did all the notes but never put the refund through.  It took another 2 weeks from there to get it.   If I don't pay on time interest is put on my account but Rogers feels like they don't have to pay you at all since there is no consequence to them.  Keep an eye on the date you were given and call, call, call if you don't get it.

Re: Very Upset about Rogers

A_Little_Lamb
I Plan to Stick Around
Thanks kells79 🙂

Re: Very Upset about Rogers

Sorry guys I have to whine once again. Today I received my final bill and wanted to know when I will receive a cheque, have thought live chat is the fastest way, couldn't imagine how dumb Roger's system is! They have first asked for my first and last name and after I entered it, the sales rep. asked me again "what is your name?"!!!. Also, the system said "approximate wait time is 1 min. or less" but I have waited for about 3-5 mins. for someone to actually talk to me, and when we connected he has asked me again "what is your name?" and "how are you today?", I'm totally upset because it sounds to me like an answering machine! Couldn't he just look at what I've entered? My question is so simple that it can be answered in 1 min. but it has wasted me about 5-10 mins.!!! This is totally unacceptable! I have now switched to Roger's pure competitor and has experienced a completely different live chat experience, it is a big contrast! I suggest Roger's management to shop around and see how you can improve your services, this is totally contructive suggestion to you and one day you will thank me!

Re: Very Upset about Rogers

If you were having issues with the live chat you could've always tried just calling in to get the information. Or asking someone on here. Not excusing the issues you were having with the live chat, but there are multiple ways of finding out that information.

 

As a heads up for anyone reading this, a refund cheque is usually automatically issued 20-27 days from the date of your final bill. If you don't receive it after that time it is best to call so we can issue the refund manually.

Re: Very Upset about Rogers

Good day @A_Little_Lamb,

 

We are very sorry for the level of service you have received from the Live Chat service. 

 

You can expect to receive your cheque up to 3 weeks from the day we process your refund, including standard Canada Post mailing times.

 

We have sent you a Private Message, from @Communityhelps, to confirm the measures that we have taken on our end since you last contacted us, but I can definitely assure you that you do not have to get back in touch with us or our Live Chat service.

 

Hope this helps!

 

RogersMaude

Re: Very Upset about Rogers

A_Little_Lamb
I Plan to Stick Around
Can you please check your live chat history? I was wondering why other company's live chat responded almost immediately but Roger's normally took a long time before we've got any responses? Was it because of your system's connection? The rep's physical location? Or the level of expertise? When we turned to live chat we were expecting a faster service, waiting to hear back is very annoying and client's patience will be drained! Thanks for your prompt reply and attention to this matter.

Re: Very Upset about Rogers

@lockdown2341: thanks for your reply, however, you must be never contacted Rogers' phone customer services rep., it would take much longer to get to any real person! I wish Rogers has a customer services email but they don't, I've tried using the complain button on front page but the reply was to contact live chat!

Re: Very Upset about Rogers

barndoor
I'm a Trusted Contributor

@lockdown2341 wrote:

If you were having issues with the live chat you could've always tried just calling in to get the information. Or asking someone on here. Not excusing the issues you were having with the live chat, but there are multiple ways of finding out that information.

 

 


 

So now it's the customers responsibility to search out qualified customer service rather than expecting the company to supply it ?   Smiley Surprised

 

I understand why @A_Little_Lamb has changed companies . 

 

And it got " liked" by another employee...    Smiley Sad

Re: Very Upset about Rogers

Hello again @A_Little_Lamb,

 

Thank you for your feedback, we appreciate that you took the time to bring this to our attention.

 

We can certainly track the interaction in question and investigate the cause of the long wait time. The time of day and current promotions/products offered at the moment can certainly have an impact on the service level.

 

It is important that you know that we cannot get back in touch with you, to provide you with the justification of the hold time, as well as the details of the measures taken internally.

 

Thank you for understanding,

 

RogersMaude

Re: Very Upset about Rogers

@A_Little_Lamb While I've never contacted Rogers by phone as I have no services with them, I have called into other places of business who operate call centres. I realize that when calling these places you have to have an expectation that there will be a wait time due to various factors. While it would be ideal to get through to someone right away, Rogers is no different then calling in regarding insurance or calling Service Canada. There could be a lot of people ahead of you, and maybe there isn't as many people answering the phones that day for whatever reason. But there are days where you can get through without any problem.

Re: Very Upset about Rogers

@barndoor I never said that at all. However in order for the company to supply the customer service, you need to get ahold of the company. So if the OP was having issues getting ahold of us by chat to supply the customer service, I was suggesting she get ahold of us by phone instead.

 

Also I believe my post was liked due to the information I provided regarding when the refund cheques are issued.

Re: Very Upset about Rogers

@lockdown2341: it makes me feel that you work at their phone centre. LOL
No, thanks. I have got extremely poor services with Rogers phone rep. I think I have mentioned it before. At first it has asked for my cell number and when I entered it, it said they cannot locate my account, after a few attempts, I asked live chat people, they have taught me how to bypass the phone number request. I did as they said and only got to the billing department, when I need to make any changes to my account the billing department has asked me to contact customer service dept. so I still cannot get any help at all. I found Rogers customer service dept. is a loop, you will never end up with somebody who can really help out and that was why I turned to here with the hope that some people can help. If still no one can resolve my problem I'll probably seek help in public forums which would result in a even worst impact for Rogers. I truly hope Rogers can improve their services.

Re: Very Upset about Rogers

Very odd. There is no distinction between "Billing" and "Customer Service". There is only Customer Care, which can handle issues relating to both billing issues and changes to your account. Regardless though, given your issues it would seem to best to contact one of the mods here since you haven't had success otherwise. I wish you luck in that.

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