Frustrating Customer Experience from Rogers

[showmanshow111]

After switching my mobile service from Shaw to Rogers, I was assured that my bill wouldn't change. But I see Rogers now overcharging me.

After making 3-4 calls, each lasting an hour, I received conflicting information from your agents, about a discount that didn't transfer when I switched. Rogers claimed the discount ended before the switch, but when I contacted Shaw, that was not the case.

Finally, on 11/2, when I spoke to someone from your Sparta team , your agent said he sorted out and he reassured me I'd keep paying the same amount. + less if  auto-payment setup

However, the issue remains unresolved. I urgently need the bill corrected to match your agreement.

I've been instructed to keep calling back the same number for further help, which ends up wasting more time as I repeat the same issue with different agents. This has been the worst experience, not to mention the frustration of having to explain the same problem repeatedly.

Please let me know how to escalate this to your management /leadership team. Obvious  i exhausted all my time/energy  via your chats and phone support.

***Edited Labels***

[RogersJermaine]

Hi @showmanshow111,

Welcome to the Rogers Community Forums, and thank you for your post. We appreciate the detailed response, and thank you for reaching out to us in the PMs. I'm hopeful we can provide you with some guidance in working towards a resolution.

RogersJermaine

[showmanshow111]

Really bad experience from Rogers. I received the PM, but basically, it told me the same thing: to contact their support line/agent again(despite i told them i already did and waste 3 hours with them and got no where) , and they said I can't escalate to management/leadership team.

They want to discuss this in PM, as they know what their reply is ridiculous asking me to do the same thing again and again

Anyway, I spent another hour with the support chat agent, and they said they will escalate again. I will post the outcome here and let everyone know if Rogers will deliver what they promised.

Worst experience ..  In total, I have spent 4 hours assisting Rogers to resolve the issue they caused, and still, there is no resolution.

[faSh1]

I had a similar experience with Rogers. I’ve been a customer for the past 20 years, and they’ve consistently overcharged me. Last week, I heard that if I switched to another service provider and then returned to Rogers, I could get the same or even better features for $45 a month, compared to the $76 I’m paying now. My phone is fully paid off, so there’s no balance left. I called Rogers three times, each call lasting over two hours, but I got nowhere. The customer service reps tried to apply some discounts to our three-line shared plan, reducing my monthly payment from $227 to $150 (for only 8GB shared), but each time, management rejected the new discounted plan and kept me on the higher-paying agreement.. I wish I could upload the screenshots showing the length of each call, but that wasn’t an option.