Migration nightmare with extra accounts??

[ubuimi]

I just spent the last 90 minutes with three different agents trying to resolve an issue I just discovered today. During the migration from Shaw, I ended up with three separate mobile numbers spread across two different Rogers accounts. Having set up automatic payment for the one number I was aware of, I was shocked when I got an email today saying I had an overdue balance on my Rogers account. 

When I logged into my account online, I didn't have this "new" account linked at all and was entirely unaware of it. Somehow I ended up with three mobile accounts that the agents confirm have been active since January. Active how?? SIM cards have never been installed so I have not activated it. To add insult to injury, I'm told they can only credit back charges within 30 days so the agents are unable to forgive the balance that I just learned about this morning. 

Now I wait "24-48 hours" for a manager to call me and resolve the issue. Given this is essentially fraudulent activation of two accounts, there is only one outcome that would be acceptable - striking the balance for the now cancelled mobile numbers. What a gong show.

***Added Labels***

[RogersMaude]

Good day @ubuimi

Welcome to the Rogers Community and thank you so much for taking the time to bring this up to our attention.

This is definitely not the kind of experience we hope our customers go through following a migration. Has the situation been rectified since you posted?

If not, we absolutely want to help you resolve this! To get a better understanding of your situation, we'd need to discuss privately to have a look at your account.

Please send us a message to @CommunityHelps, at your earliest convenience, to get started. To know how that works, click here. 

I'm confident we'll get to the bottom of this. Thanks!

RogersMaude