Impossible to contact customer service

[woshiro]

Was offered back on March/2025 a one-time fee of $150  to offset a monthly fee increase right after I signed for a 3-year agreement. Two months later, no rebate shows up in my invoice. Contacted Rogers 4 different times and every time I have to explain everything again and always end up in a "has to get a manager to approve it". After over 1 hour on hold, they say: "rebate will show up on the next invoice"...or..."somebody at rogers will contact you in 48 hours". Both were lies.

Now for the past 5 days, you cannot reach anybody via chat or phone. 

What a way to service a long time customer (over 20 years).

[Grwebster]

I don’t know what is happening at Rogers, but their customer service is very poor these days. Nothing is more discouraging than seeing that you are number 95 on the wait list for on line chat!

[RogersCorey]

Good afternoon @woshiro,

I apologize for any delay in the delivery of your credit. It can take 2-3 billing periods for these credits to appear.

We'd be happy to take a closer look to see if we can provide you with any further insight into this issue. Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

~RogersCorey

[woshiro]

Thanks for your reply. This seems now the only way to connect with somebody at Rogers.

What is frustrating when I chatted and talked to agents at Rogers is that all of them told me that they do not see the rebate offered (and already approved) in my account and that they need to approve it by a manager. This is when I stayed on hold for over 1 hour and told that somebody from rogers will contact me (this never happened).

Can you check in my account if the one-time rebate is approved and I will expect to see it in my May's invoice.

Thanks

[RogersCorey]

You're welcome, @woshiro!

We'll need to gather your account information securely and privately before we can answer any account related inquiries. 

Please PM us when you're available as per my instructions in the previous post.

~RogersCorey