Where do I start... I'm on call/chat # 6 and close to 5 hours into this debacle with still no resolution regarding incorrect charges that both Rogers customer service and credit department have confirmed are supposed to be credited to my account. By the way, I'm one of your most loyal customers of over 25 years, a concept that seems irrelevant to Rogers.
Rogers billed me $480 + tax for not returning a save and return phone that was actually returned. I have emails from Rogers confirming the phone was returned as well as customer service confirming the phone was returned and credit would be issued for the charge plus the late fees and taxes that keep being charged to my account. This has been going on since December and Rogers and despite confirmations of a credit my data service was turned off last week as the balance owing, that was supposed to be credited, had "not been paid". I subsequently spoke with Rogers credit team who confirmed the amount had not been credited yet and should show up on my January bill which was to come out Jan 23, and turned my data service back on. A few days later I received another warning that my service would be turned off and spoke to the credit team again on Jan 25 and again after a lot of back and forth, they confirmed that no credit had been issued and it should be on the January bill but the Jan bill had not yet come out and when the bill comes out all would be resolved. Finally saw my Jan bill online today and there is still an incorrect overdue balance, more late fees, and now a $70 + tax suspension fee on top for reinstating my service. Just got off the phone tonight again with the credit team and after an excallation to a supervisor was told me a credit for the suspension fee could "possibly" be credited but they could not deal with the other outstanding balance credits due and to speak with customer support. The back and forth game between credit and customer support each of who says they cannot resolve the problem is reprehensible. This situation is unacceptable and needs to be resolved once and for all... enough calls, enough warnings being sent to family members that data will be shut off and disrupting the 4 lines on my account while fighting w Rogers to get services turned back on. I've taken this as far as I can with credit and customer service escalations and am out of options other than I guess suing Rogers in small claims court for a remedy and further compensation, as ridiculous and wasteful as that sounds. The least Rogers can do is to credit the account properly and ensure my service remains on. The right thing to do is to provide me some additional compensation for the time, stress, and inconvenience Rogers has caused.
