Last summer, my family of 4 went to a Rogers store to transfer our Shaw phone plans to Rogers (all on the same account). After 2 hours in the store, the sales person had moved over our Shaw plans BUT he insisted none of us would have the US service we had with Shaw included. I finally broke down and allowed him to add $10 for US/Mx service just to my phone line because we cannot be without service when we are in the States. On November 10, the other 3 lines on the same account and other former Shaw mobile customers received this text from Rogers:
Rogers Service Message: As a thank you for continuing to choose Rogers, we will be upgrading your plan at no additional cost to include the following benefits: Unlimited Canada + US calling, Unlimited Canada + International text messaging (sent from Canada or US) and access to the data included in your plan from Canada + US. These additional features have already been added to your monthly plan on October 30, 2023.
When I went back to the store and requested the $10 be removed from the contract, the sales person was rude and threatened to cancel our whole contract and said all 4 of us would be paying over twice as much in the future. By the time the commitment Rogers made to Shaw customers expires, I will have paid $600 (without tax) more than other Shaw transferred customers. I have phoned Rogers twice and they refuse to inform how to escalate this issue. One of them said I should not have gone to the Rogers store. How do I submit a written complaint and/or escalate this?
