Rogers Communications

Aproximately 1 week after dropping of the device to be repaired (Samsung Galaxy S20 FE) I contacted a Rogers customer service agent by phone to follow up and learn of the repair status. Agent's tone and demeanour was arrogant and condescending and indicated that Rogers had no further obligation to assist since repairs were being done by a third party. I was in my car and couldn't record his name. After over a month, 4 visits to store locations, dozens of phone calls to the store, the customer service line and the repair agent and their company customer service number, the phone has yet to be repaired!

To whom it may concern,

I am sending you this email to express my utmost dissatisfaction with your service and even worse your employees' harassing the customer. My name is Hamid Mirzaei, and my account number is [protected]. Today, February 23 2022 at 1:00 pm, I called in to cancel my internet account. Upon my request to talk to a manager, Kim (the first responder) refused my request at times. After insisting on my request, he hesitantly and unwillingly connected me to a manager. Salam ,the manager whom I talked to, issued me a cancellation email which never came to me. I wanted to return the items back to Rogers, but she acted negligently and even pretended that she sent me the email (which never happened). I called in again at 3:30 pm and another employee, Mark responded. I inquired why Salma did not send me the return label, Mark informed he will issue me the second one and I have to wait 30 minutes to get the return label in my email. I wonder why the manager (Salma) and two other employees (Kim and Mark) harassed me and took me as a fool to issue a return label. They did not fulfill the required responsibility and kept me waiting for more than 5 hours to issue a return label.

But finally the last employee, Emily, who was a wonderful lady, issued me the return label in 5 seconds.

Hence, I would like to file and pursue a complaint in regards with this negligence and harassment on your manager and employees' end. You may reach me through my email at [protected]@gmail.com.

I am looking to getting response on this issue.

Regards,

Hamid Mirzaei

I made some payment arrangements due to an accident I had for march 11,18 and 25. My services were suspended on feb 22. I called to ask what happened. One agent explained to me that the arrangements didnt automatically stop the suspension and restored my data then my call service got suspended. I called as I thought it was the same procedure the agent told me he couldn't restore because I didn't make payment for the arrangement I had for February 18th.. (I had none for Feb 18th). So I asked to speak to a supervisor and the agent put me on hold and said the supervisor told him to put the service bak but I need to make payments. While talking to that agent I realized that the agent I made arrangements with got the dates mixed up so I asked to speak to the supervisor as I missed my doctor's phone appointment due to that suspension therefore I cant start my therapy until I get another appointment with my doctor. I made it clear to the agent I am not seeking no compensation because I know thays the first thing that comes to mind when individuals ask to speak to higher authority. While speaking to the supervisor Bryan from Toronto branch he started telling me that the mix up benefited me as I have had a few broken arrangements due to a rough year last yr and started telling me I miss so much payments and all that. I try to explain to him im just trying to figure out where the ball was dropped that caused the misunderstanding. And I felt very disrespected when he told me there is nothing he can do for me as if I had asked him to do anything. I just wanted to know who made the mistake and he avoided the point completely to keep discussing my missed payment and to say im benefiting from this. I felt disrespected and again I am not seeking no compensation. U can reach out to me at [protected]@yahoo.com

Is this the proper venue in which I should file my complaint, please advise.

I tried for 7 days, hours each day before I got answered. Today I find my tv that worked for the past year, is not, message says ignite box needs activating. Hours again on phone, no reply. I had service for a year yet my details say no mac id available? Tech supports cant help and puts on hold. I bet my house move goes wrong too. There is no excuse for no phone support, rogers retail shops won't help and say call.

On Rogers website it clearly indicated that if one upgrade a smartphone, customers get $125 accessories credit. I upgraded two so I qualify for $250 accessories credit. I visited a Rogers store to get accessories and a salesperson acknowledged me that I qualify $250 since I've upgraded two phones. A week later, I checked my new bill and it charged for accessories financing instead of credit. I phoned Rogers customer service but I was told they cannot fix the problem and I have to go to the store. When I revisited the store, I had to wait an hour but still the problem has not been solved. Another salesperson told me I need to call back a few days later to check whether the problem has been resolved or not. I summarize problems here. First of all, there is no coordination between store and customer service centre. Secondly, the store salesperson doesn't know how to do. Moreover, their attitude to customer is very disappointing asking call back instead of they will send me an email notification. I've been over 20 years with Rogers but they are not good at all to customer and not professional. I strongly recommend not to use Rogers if you can.

I called rogers about my neighbours home phone not working. The neighbour is a senior with terminal cancer and the phone is the only way of contacting emergency service. Rogers replied with a rapid response of 3 days to come out to do the repair.

Account # [protected], Phone #[protected], Email: [protected]@gmx. us
Sometime in late 2020 I contracted with Roger.com for services including: internet, TV, and phone lines.
Of the 4 phone lines I had two line from the previous contract and 2 lines
SAINT LAWRENCE [protected]
SAINT LAWRENCE [protected]
were not assigned to any business
In addition to Rogers I had two other lines through a company called VOIPO, a provider of voice over internet lines:
One line that I used for business from home was in my name [protected]
Another line for my business, Toronto Business Machines Ltd [protected]
The contract for these two lines were to be completing in the middle of 2021, and I wanted them to be brought over to Rogers and replace them with SAINT LAWRENCE [protected], and SAINT LAWRENCE [protected].
Some time in April or May 2021 I contacted the then Account Manager, Sunil Chinthapatla, Business Service Consultant, Rogers Communications explained him the situation and asked him to get line [protected] to be ported to Rogers and Replace with one of the unused lines.
Following email to Sunil was ignored and nothing was done

Sent: May 20, 2021 12:46 AM
To: Sunil Chinthapatla
Subject: Re: VOIPO bill

Hello Sunil

I sent you the info, yesterday. Have you initiated the process? It's important.
Moe ASlam, SAint Lawrence Residences & Suites [protected] — After Sunil, I was assigned another Account Manager,
Syed Abbas

Business Service Delivery 8200 Dixie Rd, Brampton, Ont l6t 0c1.
After many attempts he ignored all the instruction and opened a New Account, with new line charges since.
Please see the email of June 2021

Sent: June 11, 2021 6:04 PM
To: Syed Abbas
Subject: Re: RE: porting of phone no. [protected]

Dear Syed:

Thanks, came delayed but finally came after 3.5 weeks.

Now I like to ask you favour.

Currently under contract I have 4 telephone line. One of the line is [protected], can we remove this line and add [protected] (the line that was ported.

Thank you.

Later I may have ask you port another line. Do you think it can be done without any problem? Let me know so that I can provide you the information
He never did anything, his last reply was
Hi Jan,

Sorry for the late reply, I'll get back to you tomorrow.

Thanks. Syed Abbas

He never got back me.
Finally, I became so sick of chasing the account manager, I gave up. He never ported line [protected]
The billing for [protected] continues, while the two sit there unused.
I'm separately paying for [protected]
I never had so much problem with porting a line from one provider to other as to Rogers, using the so called Account Managers

I signed up for rocket hub services and quickly decided to return the device within the guaranteed time frame 14 days...I believe I had the device less than 10 days...return was okay apart from the ridiculous covid measures in place at the store...
I received receipts to state that the device and all services had ceased and that my balance on the account was 0 and have kept those receipts...
Then I receive warning notices of unpaid bills...Bills I never received...
the first bill on the 29th December and then another on the 31st double the amount...extortion I don't know where they get the numbers from...gouging for a service I do not have...It is made extremely difficult if not impossible to talk to an actual person and not a bot, leaving me with no option other than to go online to find this complaint process...I can state that this company leaves a lot to be desired...Needless to say I will not be paying these bills...
If I were to leave a review and I have not ruled that option out I would be giving the company less than 1 star...I can also see that a huge number of complaints on this forum have not been addressed so I will not hold my breath for a response...and will seek my day in court if it comes to that outcome...The company is a disgrace with their bullying tactics and lack of representatives, I would strongly suggest people avoid dealings with Rogers...
I have tried to upload the emails but could not, if someone were to get in touch with me I can forward to them...

I have tried my best to escalate a problem of my cable tv to rogers for over a year. Three times a tech has come out and done the exact same thing witch has never resolved the problem.
The channel problem has become progressively worse and have been told that it will be resolved. Unfortunately this has not been done and yet my bill must be paid for a service witch I do not receive.

I have had unacceptable issues with Rogers staff and lack of value while receiving repeated price increases. My account #[protected]
My current issues begin with:
Someone added a a cell phone to my package in August. I has created confusion and no one will separate this person from my account and it occured without my consent. After an hour on the phone with a helpful person I was told that a superior would oversee that switch as it should not have occurred and I have already made a payment towards this account, for which no one has offered to refund. I have not received a reply and it's been 7 days.
The person turned out to be my daughter... she does'nt return calls and regardless, I want her off my account as it was not approved and my account is already a mess because Rogers holds the mail a lot longer than three days.
Since then I received a notice from collections, that I now owe $600 due to unreturned equipment that was sent three weeks ago.
The impertinent person that did not assist me was brutal, assumptuous, entitled and outright worthless. Regardless of my requests to NOT PUT ME ON HOLD AGAIN, she simply did so with a total of one hour and six minutes while I attentively awaited. I the end she the resolve was:
I shipped via Purolator as dictated, using your return box and labelling and though the package is surely within Roger's building.. it just hasn't been received so the best thing for my credit rating is to pay the bill now and wait as it is Covid and we are currently ineffective and that has become my fault.
Considering the past years of Roger's service and lack thereof, I request that someone with vision, imagine what it like being a Roger's client and allieve my frustration by finding my equipment, crediting my account, ADVISING me of this and assisting me in finalizing my account as paid in full and terminated.

Sincerely,

Michael Blom
31 Jasper Drive Aurora
[protected]

Customer: Robert Fitzgerald
701-15 Gale Crescent,
St Catharines, ON
L2R 7G3

Rogers Comm has added 90.00 phantom billing to my "Infinate" account they refuse to fix. Contacted Rogers Live 12/07/21 on their internet site and spent two hours online a week ago was told the charges were for overseas long distance, which was not true. Then they said it was for Text messages not true. read-on...

Received another text message warning I'm 90.00 past due yesterday. I called Rogers yesterday 12/15/21, this time I reviewed my billing payment history at Rogers (my account).. Nov 2021 which indicated 90.00 past due, yet Rogers emailed payment receipt indicated I owed 19.95 past due (legitimate).

The account person I contacted refused to credit me 60.00 and would only look at the summary not actual billing to explain the phantom 60.00 invoice boost.
Asked to speak with the manager.. put on hold, the person I had been speaking to came back on the line and said the Manager's very busy and offered to put me in a call back Q.. and the account Manager would called me back.. 12/16/21 5PM (next day — still waiting for the call back! still waiting for the call back).

Historically, I've Never missed a payment and usually pay 5 days early-electronically through the bank and have the records.
Frustrated, I checked a major social media site to learn there are many Rogers customers who are having the same phantom billing problems and many have left Rogers since Rogers refused to fix.

2 weeks of torture trying to get service at my new address..5 phone calls.. Total 5-6 hours on phone
2 techs..1 supervisor.. And still not satisfied
2 days trying to hook up modem and found out service not even connected outside as I was assured when told it would cost me $150.00 to have tech. Come hook up. Can do myself... Well that didnt work out
First tech had anger issues and excuses why my tv, s wouldnt work right.. Blaned my tv, s. And told me I would be charged
For his visit.. Even though service was not hooked up outside!
Talked to supervisor today.. I told her jacks in house didnt work. Had no working jack upstairs of home and wouldnt hear downstairs phone
She said buy cordless phones.. Or cell at cost to me
Also told me she would credit me dec bill.. Which was
$56.00 then at end of call said she could only credit me $25
So much more...
All this and i've been a rogers customer for over 35
Years.. Rogers you have hit rock bottom

About November 12, 2021, my Lobby channel became not very clear. I reported it to Rogers cable TV and they said they will fix it. Look I am living in Toronto Housing Corporation and to see my lobby entrance (who is calling me or who is coming in) I must (which I do) pay monthly cable TV to have a lobby channel and therefore my safe living. Isn't this "ripping off" combination between Toronto Housing and Rogers cable TV of tenants of Toronto Housing of 220 Oak Street, the building of high crime occupancy-for to have lobby channel, tenant MUST order Rogers' cable TV, and pay monthly big money just because of lobby channel? (this is in my case-I speak for MYSELF). Rogers cable TV technician came to my apartment and checked all he desired to check; he/technician said: the problem is out of my apartment. The same technician went to the building's cable TV room. After a while technician called me and told me; the problem is outside this building and is between Rogers (could be within Rogers' station) and the building I live in. Other people in the building have the same lobby problem. From one (1) month Rogers did NOT fix this problem. I feel not SAVE since.

Was charged for roaming like home despite turning off roaming services in the US. On the call, the rep LIED saying that our bill was incorrect (that there was data being used because they had "more details in their back end system", despite no data being used). I offered to send a screenshot of the bill, and they said "the bill is incorrect, we have the correct data". The lying was very blatant, and the agent quickly jumped off the phone when he realized that he'd been caught. Calling attention to this case so that the recording is reviewed.

After getting all the text message content he then proceeded to share this content with other non family members .

I believe this person has committed a grave privacy invasion.

At this time I do not want to give any names.

I am just wondering what is Roger's position on this?

Sincerely Robert A Adamson. [protected]

I discussed my home internet bundle with a Rogers agent and agreed with the bundle price on November 6, 2021. I received the Residential Service Agreement from Rogers on the same date. The bill I received on Dec 4 was not aligned with the agreement at all. I called Rogers and talked to an agent for for 3 hours this morning (Dec 5) to try to resolve the billing issue. The agent suddenly cut off my line. When I tried to call back, I was told that I need to wait in line for another 50+ min. How does that make sense?

When I asked the agent for his name/employee ID, he refused to provide. So, I cannot even trace who I talked to.

My account number is [protected]

My home internet price jumped from 70$/month to 135$/month in september without any notice. Upon calling I was offered a new promotion of 84$ monthly + smartstream service which required a new modem. When the operator was close to completing the sale I was informed that my identification on the account was incorrect and that I would have to correct it in person before completing the sale. Upon confirming identification and calling again, the same problem occurred and I was told that I was considered as an international student even though I am 65 and have been with rogers for over 10 years, we are now in november with the same issue. Upon further calls in November, I was informed twice that an internal investigation was to be done on my account for any malicious activity or errors and that I would get a call back within 3 days upon this matter. It has now been a full month since the first mention of this and 3 weeks since the second call informing me this. Rogers' in store assistants are unable to do anything on this matter since "everything gets done by phone" and the phone operators consistently run into the same problem and request and investigation which never gets completed. It has now been 3 months since our initial problem, not only are we paying more than our original 70$ for our internet service (currently paying 90$) but our service is also incredibly poor with constant service outages and general poor speed for our price range.

November 29, 2021

I'm writing this to complain about your door-to-door sale reps. I don't appreciate being hassled and pushed by these people to purchase Rogers services/products.

I had a sales rep come to my door 3 times today, pushing me to switch from my current provider to Rogers. He showed up at 4:30pm, and he said was the rep for the Courtice area. I told him I was not interested. The same person came back around 7pm and my husband told him the same thing - not interested. He then came back a third time about 7:15pm! I'm really not impressed with this. If this is how Rogers runs their business, I'm glad I'm not a customer and quite frankly will never become a customer. No means no and it would be best if your sales reps learn that!

Case # C [protected] ….. Fido / Rogers request, already documented (escalated 2x to the Office of the President)
I filed a complaint last Friday Nov.26 regarding device rebate on phone number ending 9975.

I received an email that the recipient box was full. Does it mean that my complaint was not received?
Do I have to resend my complaint?
Please let me know.
Lilia