Misleading phone calls

[velazque]

I am very, very upset at this company for misleading and dishonest practices when calling new customers. This is a very long story, but I will make it short. I received a phone call from someone working for Rogers; I was told I was being offered a really good deal to port my lines from another company. For several reasons, they could only port one out of three lines I needed, so I said I wasn't interested. However, they kept the service active with three "temporary lines" for a few weeks, until I knew that I was being charged for a service I did not agree to. After several attempts to clarify this over their online Chat, and numerous explanations to several reps, repeating my story over and over, the company not only charged until I called (very upset) to cancel definitively. I gave up trying to clarify this. The whole ordeal cost me 319.56 dollars. I WILL NEVER EVER come back to this company again. By the way, I will also cancel my internet with SHAW.

[RogersZia]

Hello @velazque, welcome to the Rogers Community Forums!

The lines have to be activated before the port is completed. This is why the three lines would've been set up, however my colleagues should've explained to you how the billing would work despite the status of the port request.

Do you know why the port was only completed for the one line?

RogersZia

[velazque]

As I mentioned in my original post, I have explained this several times to several people at Rogers, and I honestly do not have the energy to do it one more time. They should have cancelled the service when they could not port the lines. Conveniently, they did not. I ended up paying more than 300 dollars. I am very, very upset with your company. 

[Pauly]

The reps should have checked if your numbers were eligible for porting and asking if the numbers were active in good standing BEFORE activating your services and give you the suggested answer instead of trying to "scoop up" commission by activating you first and worrying about it later.

I remember years ago I specifically asking FIRST if my number or numbers were eligible to be ported BEFORE I activated my services with Rogers. No one told me to do this, this is just how I am naturally. But it's a good habit for the agents to learn to do this, it will improve customer service experience with the customers. something to think about

Sorry this happened to you, I hope you can find a solution soon

[velazque]

Don't we all learn the hard way? Yes. You can bet that is what I will do in the future. However, I tried to take care of this at least three times using the internet chat. The last time, I was told I could ONLY make any changes AFTER the first bill was issued. Guess what? Your company charged my credit card, and now I am stuck with a bill for a service I NEVER used.

Improper or lack of training for sales reps? Dealing with five different people every time I approach the company to take care of this? None of this is my problem. Listen, this is the last time I reply because I realize my money is long gone, and I am left with a feeling of impotence. As I said before, I do not think I will EVER use Rogers/Shaw again. 

[Pauly]

I hear you velazque.  best of luck!