I will relay MY own initial encounters once I got the text notifying of the end of pre-paid.
I immediately called the number in text, and the front line call answer person provided me with useful details on the 5.00/mth plan. I was not ready to commit. I called back later in the day, and the next front line call answer person had no details, and seemed completely unaware. I called back a 3rd time and the front line call answer person also had no details and seemed completely unaware. I called back a 4th time and the front line call answer person helped me transfer my 2 20+ year old accounts to post paid, and provided some additional information/commitments that I specifically asked and confirmed several times during the call, that these details would be in the email she said would be sent later that day. Those details were NOT in the email, just the new contract. My initial thought was, do I trust the verbal statement to materialize in 4 months, without having something in writing. My answer. Absolutely NOT. I filed a CCTS complaint, and a Rogers Office of the President rep called me on Thanksgiving day October 14th, stating he would call back the Thursdays/Friday. He did not. (We have call display, an answering machine, and a log showing if someone calls). I got an email a week later, October 21st. from another Office of the President rep, who outlined the CCTS issues. I responded immediately and pointed out there was an additional issue, she hadn't mentioned. Oct 22 she acknowledged the email as well as the information contained. Oct 24th "someone" at rogers re-did the 2 new phone accounts, based on the fact I got 2 new emails with new contracts and the email indicated it was some I had initiated/done that day. (This is not accurate). I "guess" it was someone on Rogers end re-doing what should have been done properly in the initial new account setup. Nov 4 the Office of the President rep emailed
"I am just following back up with you as I did review your accounts, and can confirm that the applicable promotions have been applied to both your accounts, for you to receive the Today's Shopping Choice Gift Cards as previously extended to you.
Therefore, these two gift cards will be sent to you via email within 4 months of activation, to the email address on file for both accounts,"
..and basically asked if this resolved the issue and wanting to advise the CCTS of such. I emailed back AGAIN, to state it does NOT and to refer back to my email of Oct 21, which she had already acknowledged with the additional information, for the details of the issues. So no, the CCTS complaint is not resolved because l had ~11 months left on my just renewed Aug2024 pre-paid plan, or my Jan pre-paid plan nor the CASH balances remaining on both those accounts.
I indicated it does not seem reasonable for Rogers to KEEP MY MONEY or the value of the remaining pre-paid plans, since the gift cards are supposed to be in recognition of the 20+ year accounts, not those other monies/value.
I didn't receive anything further from the Office of the President, and on Nov 5th received a CCTS email indicating an "extension has been granted" to Rogers to deal with it, with a deadline of Nov 16th.
OTHERS can judge if this would leave them feeling confident of Rogers staff, but speaking on my own behalf, my encounter does not. In the future, rather than spending this amount of time with the front line staff I did for this, I would just ask to escalate to the next level, and failing that occurring in a TIMELY manner, I would just go to the CCTS and let the rogers department responsible for handling things, deal with it.
