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It seems every single month, I'm checking my Rogers Wireless bills and finding things I'm being overcharged, or double charged for. I had just accepted that as a pain of doing business with them, until recently, when things got out of control.
I noticed through my online account about 3 weeks ago that I was no longer eligible for a hardware upgrade, despite having been eligible the week before. I figured it was just a mistake and emailed customer service. They replied a few days later stating that a hardware upgrade was done a few days prior, a phone mailed out and received, and my contract renewed. Knowing that I most definitely did not authorize this, I replied asking what phone and whom placed the order. They replied letting me know my fiance had ordered the phone on a date we were together all day. Of course, she neither had placed the order.
I tried phoning in and got nowhere, so again back to email. I asked for further information on the phone order, and was given a UPS tracking number, which when I investigated, showed the phone was shipped to Don Mills (not anywhere close to where we live) and delivered to someone named Brian (not either of us). How that didn't raise a red flag, I'll never know, but so be it.
I then called the fraud department to sort this out. I was told by a very nice rep that they would open an investigation on our issue, and get back to me within 3 days. well, 5 days later I was contacted and informed they determined that it was a fraud case, and our account had been fixed. However, they refused to tell me who or how the fraudulent order was placed. To protect this from happening again, they had me create a password for my account.
Feeling our privacy/personal information was now at risk, I asked to cancel our account. I was transferred to a CSR who told me despite my privacy concerns, we would have to pay and ECF of $200 per line to close the account. Not thrilled about this, but fed up with the constant monthly issues and now this, I agreed. He transferred me to the cancellation department.
The third rep I spoke to there was extremely condescending from the get go, and told me that to cancel would be $400 per line. I told her I was JUST told it was $200, but she said I was misinformed. As well, she would acknowledge that our privacy had been violated, and she would want to cancel too. She then told me it could be a malicious Rogers rep who committed the fraud (and boy did that make me feel great about doing business with them).
Not wanting to pay $400 to cancel, I ended the conversation there (after about an hour). My finance was upset when she heard this and decided to call herself. Again, they would not tell her anything about how we were fruaded, and gave her the same story about canceling our account. She was also told it was likely an inside job by a disgruntled Rogers rep however (one of the CSR's she spoke to shared this theory because she had heard of it happening multiple times). I'd like to also point out she was not asked for our password once - great protection.
We then took our issue to the privacy department for some assistance. After multiple emails back and forth and their refusal to call us to discuss the situation, we have hit a dead end. We feel extremely violated that our personal information was at risk, and our account was the victim of fraud. As long time Rogers customers, we feel we are certainly being treated unfairly, and would rather not give Rogers another dime of our hard earned money.
Just returned my Rogers stick which I owned for 30 minutes. Rogers is selling these things under false pretenses and using tech specs that are not industry standard in order to make the device appear way better than it actually is. First - specs are stated in MBits, not MBytes - which I missed. So stated throughput on these LTE devices is way below what a customer will expect.
I purchased the device outright and got a maintenance contract because I would not have been using the device very often. Guess what - in order to get higher speeds on the stick, you have to sign up for an LTE data plan. Nowhere is this mentioned in the documentation. You know, all we ask as consumers is that we know what we are purchasing and that the companies be honest.
Then, Rogers customer support hung up on me, just when I was about to ask how much an LTE plan would cost. Was I upset - yes, was I rude, no, was I demanding - yes. Rogers just got my money and I was unhappy with the results. I did not use profanity nor raise my voice. I WILL NOT deal with a company where policy allows support reps to hang up on customers.
Rogers - YOU SUCK!
My wife dealt with Rogers Cable for years we’d compoutor with a moderm we decided to moved to FlorenceVille NB, apparently we’d decided to change to move in our home at the said address mention above 396 Route 575 Pole Hill NB.We’d went to Rogers outlets in Fredrictiion NB to returned the item, the person said to bring it with us to the new place, apparently we’d tried to return it to the outlet in WoodStock NB, they’d said to call rogers to have them have a truck pick the item up if in district, we’re trying to be honest to returned the item we’re 60 years old and can’t keep getting the runaround from these outlets, with-out no disrespect to rogers or persons work there, they should honor their honor to their coustomers, one outlet says bring it back to Fredriction NB another says they can’t accept the item bring it there or there, this is not a bussiness like to their customers, my friend who runs a company mention to me that they’re playing games at these outlets, why have these outlets if they hirer people who works there, and the company will not take the item back, then they should not have these places, with-out no disrespect to Rogers Cable, the customers are first with respect for their service they’d with Rogers Cable.
I see that Rogers has now implemented a cap on home internet data usage. Just the beginning of yet another campaign to deliver less while increasing profit.
I had a rocket stick (portable internet USB) with a contract for 2 yrs. My contract ended last July. I kept it until January of this year and cancelled it not once but twice. Once in store and once when I called in. I also kept paying until mid February to make sure any little spill over balance would be covered or credited. In the last 2 weeks I have been inundated with harrassing calls saying I owe 115 dollars.I am refusing to pay as I have not used any Internet at all in several months AND I had already cancelled it. I get credit department people on who say yes you are right, its documented here that you cancelled. It was just about to be cleared so when I was transferred to the last agent, she said because I cancelled a new phone at the same time they are refusing to believe I cancelled my internet and have all but called me a liar. I have had perfect credit with Rogers for years, I had all of their products in my home and was about to renew everything but they wouldnt let me over this 100 dollars owing which I do not owe. They will not cancel my account until I pay this. So basically they are going to run the meter. I have never been so jacked around in my life.
Hi Alley Kat, my name is RogersDarrell and I'm sorry to hear of your experience. I'd like to review to see if I can help further.
Please touch base with us on Twitter via @RogersHelps or Facebook.com/Rogers
RogersDarrell
I have been calling Rogers repeatedly but to no avail. They are unable to fix the problem over the phone, and they just won't come over and fix it themselves. Such lazy attitude is despicable and even friendly consumers like myself tend to get angry. Why won't they just come over and fix the problem?!
Just looking at the country list, no wonder you have problems. I am tired of never having the perfect service that we pay dearly fo. It is slow to surf, sites close down while surfing, connecting is a pain as you always have to send a problem report, which doesn't really do anything either.
Why can't the service be better serviced by you to make sure we have up to date service to surf and have the web page actually appear instead of the CONNECTIVITY PROBLEM
Rogers Communications make it a habit of bilking even the most long-standing customers out of every penny possible. Their complaints department practice the art of bouncing you around from department to department giveing you no support until you can take it no more and hang up. I just spent an hour and twenty minutes, spoke with four representatives and one supervisor and told them all the same thing. I am sad to say that today they won.
All I wanted was to pay the same price for my upgrade as a new customer would for that same phone. All I got was the run around and the clear message that Rogers Wireless Communications simply do not care about customer loyalty.
This monster weasel of a company know that there is very little a consumer can do as they basically split the whole market share with Bell Canada, the company that originated the run-a-round.
It is time the government stepped in to review the monopolization of cellular business in Canada. Because of this existing monopoly they can treat customers as poorly as they want because the consumers of Canada
(or more specifically Ontario), have no real alternative.
Ted Rogers: you have enough money already, you slimey, greedy S.O.B. I have a pretty good idea for the personalized hell I'd like to see you simmering in. Here it is: Spend eternity listening to Michael Bolton on hold only to be interupted every 10 minutes by a rude and ill-informed former employee from one of your call centers. YOU ARE AN ETHICAL CRIMINAL OF THE HIGHEST DEGREE. how you sleep I will never know.. oh yeah, on Egyptian Silk woven from the fabric of a million pissed of customers who would love to see you hanging form the nearest tree. You should be ashamed of yourself.
SAME AS HOW MANY OTHERS ... ROGERS ATTITUDE IS THEY ARE TAKING ABSOLUTELY NO OWNERSHIP FOR ALLOWING THE 3RD PARTY CHARGES TO GO THROUGH, PRETENDING THAT THERE'S NOTHING THEY CAN DO.
THEY CAN DO SOMETHING, THEY JUST CHOOSE "NOT' TO
THEY CAN EASILY SET UP THEIR SYSTEM TO EITHER "REJECT" THE TEXTS FROM GOING THRU OR GIVE THEIR CUSTOMER A WARNING ABOUT A TEXT THEY ARE GOING TO RECEIVE ... IE: A CHANCE TO CONFIRM BEFORE ACCEPTING IT.
Please sign my petirion and pasas it along to your friends
http://www.petitiononlinecanada.com/petition/premium-text-messages-billing-practices-canada/334
I ordered a iPhone 4G before Christmas. They told me I would receive it before New years. But of course since Rogers SUCKS, its now December 29th, and I haven't gotten an e-mail nor phone call telling me that it has been shipped. I would just like to say if I don't get it by New years, I will never go to Rogers again, and I will tell everyone not to go there. So therefore you will be losing many customers just like I lost my iPhone because of you. One last thing I hate you Rogers, you have never treated me right.
ROGERS SUCKS
power to the people
Sharon, we take these matters very seriously, and would like to know more. Could you please reach out to us on Twitter @RogersHelps or at facebook.com/Rogers please?
I have been the victim of cyber stalking for years. Everything was compromised...cell phones, I Pods, I Pads, laptops, home phone...you name it...it was compromised. I have called Rogers to explain my dilemma and to dispute charges on my mother's phone bill to no avail...the extra charges are nothing compared to the invasion of my whole entire world. Cellular companies really need to take a more proactive approach when it comes to cyber stalking. This is a very real and terrifying problem...The cellular companies need to protect their customers and quit sticking their heads in a hole. I am one of many victims and will do whatever it takes to bring awareness to this issue and to help others who are suffering. Don't be silent, don't be ashamed & keep talking until someone listens for there are people who can/do want to help you.
My spouse and I signed up for a 3 year contract & purchased 2 Blackberry phones at the beginning of 2010. For the first month, things seemed to be ok. Little did we know the fiasco was just about to start.
The problem began when I started noticing charges on both of our bills for game downloads which we never made, in addition to download fees. I immediately called Rogers, explained to them the problem, was assured this wouldn't happen again and was given a credit towards out bill. Liars. It happened again the next month. And the month after that. As a matter of fact, it continued to happen for an entire year. Every month, without fail, I would check our bills and the EXACT same charges were there, for the exact same amount. Every month for a year straight I called in to complain, was put on hold, shuffled from customer service reps to their tech support department, back to their customer service reps when their tech support department told me they couldn't do anything about it. Every time I called it took at least an hour and a half to get the charged removed, sometimes in excess of 2 hours. I would often be put on hold for so long that I would fall asleep with the speaker phone on and eventually give up and hang up, just to have to call again the next day. Then it would inevitably happen again. Spending hours on the phone every month arguing with them to fix THEIR screw-ups seriously began to wear on me and stress me out.
During that year of constant fraudulent charges, we also had them cut off our service even though we were paying our bill and were well below the credit limit they set for our account. When I called in and asked them what was going on, they said that even though we were under our credit limit, we were 'close to it', which is why we were cut off. They then said we would have to pay a reconnection fee of $50 for each phone. WHAT?!? I have never seen or heard of any company operating like this. In actual fact, we were nearly $200 below our credit limit set on our account. Well below the $300 limit they had set. Scam artists. But, like most other people who are on contract with Rogers or any other Canadian services provider, I thought 'we're on contract, we have no choice but to pay the reconnection fee because if we don't get them reconnected, they will continue to bill us while we are not even able to use the phones'. A complete and total scam pulled by Rogers to steal more money from their customers. They use their contracts to thieve money from people. Paying the reconnection fee was a big mistake on our part. We should have refused and cut our services right then and there.
Then it finally happened. The last time I called them to get the exact same charges removed from both of our bills PLUS a charge for going over our data cap - which was impossible because we monitored our data using data counters on both of our phones - they told me that the extra charges were there for a reason, they just didn't happen by themselves, tried to say that somebody else must be using our phones, tried to blame it on our kids - of which we have none; nobody else has access to our phones - and every other reason they could come up with to NOT remove the charges. I simply couldn't take it anymore. I told them that if they didn't remove the fraudulent charges, we would cut our services contract with them as they were not living up to their end of the contract. The way I saw it is we were going to wind up paying a great deal of money over the 2 remaining years of our contract for bogus charges they would continue to tack onto our bill. I was not prepared to go through that or the stress of calling them every month for another 2 years arguing with them about the fraudulent charges. They then began to threaten me with ruining my credit, saying that they would be sending us a huge bill for cutting our contract short & if we didn't pay they would go after us with collection agencies, etc. That was the last straw. I told them cut off services to BOTH phones immediately & that they cound do whatever they wanted because we were not going to pay the fraudulent charges and we were not going to pay them anything more at all, regardless of collection agencies, etc. I then hung up. That one call took a total of over 2 hours, being bounced from department to department, including their 'retentions' department. Funny, if they wanted to retain us as customers, they sure didn't show it.
10 minutes later they were calling back from their retentions department, offering us all sorts of 'special' deals. After a year of wasting countless hours with their incompetent, dishonest customer service reps, being beyond stressed out to the point of feeling physically ill (I am also dealing with a very serious physical illness which is very much affected by stress) there was no way on god's green earth I was about to continue doing so for another 2 years and then battle to get out of the contract. No way. When they realized that there was zero chance of talking me into what they were proposing, the threats began again. I simply hung up and waited for the harassing mails and phone calls to start from the collections agency they use. Which they did.
To date, I have received letters threatening legal action if we don't contact the collection agency and pay the close to $1500 they claim we owe Rogers. I absolutely refuse to call. I have already wasted an entire year arguing with Rogers, I am not about to do it with the collection agency. They have also tried calling with their threats. I simply hang up. We have found an excellent alternate cellular service provider which has none of these problems and which we are very happy with. This has demonstrated even more how shoddy Rogers services are.
When i signed up for Rogers Cell plan, i requested no text messages to be received or sent from my phone. It was an older phone given to me so I couldn't text at all from it anyway. In October I started receiving really annoying texts messages in the middle of the night. They would be stupid questions. I called Rogers to request that they stop allowing texts to come to me, and they told me to just turn my phone off. They couldn't help me until my next bill came in. They said they would put a block on my phone. The texts still continued. When I got my bill, there was a $30 bill for Text messaging and Rogers told me that they couldn't reimburse me as it was third party texting. They said I should text back "Stop". "I can't text on my phone I told them, so they told me to phone the company who is somewhere in the US. The texting continued. Another $21.00 in fees on my next bill. I finally got through to the company who said they would see if they could reimburse me, but I've heard nothing back from them. When I call them it's busy all the time. I feel Rogers should have been more upfront about this type of billing and should have reimbursed me since I requested no texting right from day one. They could care less about how I feel, or about the issue.
I never bought an iphone 4 for my account from rogers and they charged me for it. So when I call them they say i am lieing. I want them to show me the paper work when i signed and bought it from them.
Wireless number [protected] I didn't ordered this number. This is a fraud by identity theft. I informed to your customer service on Thursday 11 may. They promissed to contact me in 24-48 hours but any result. I informed the police of Sherbrooke about this incident. Any additional information contact me at [protected].
Henry Contreras
I had rogers cellphone for 3 years. Few months ago, my mom got cable for home on her name, so she thought.
When the cable bill came, it came attached to my wireless bill. I was annoyed so I called them. They said they can't do anything for the current bill but they can make sure
we get separate bills in the future. That is, she would get hers under her name, and me under my name. I thought that was finished.
I get the next bill. My bill comes online. When I check, it seems that my cellphone is under her name. Here's what drove me crazy. I never gave permissions for them to move
my bill under my mom's name and what's worse, now I don't have permissions to open up the account. And when I put my mom on line so I can get my account back, they wanted our social insurance numbers. What do they want with that? They should rot in hell.
Rogers SMS fleecing
For 3rd time in 2 months I have requested stops to my sms charges from Mobile Messaging guessology. I called both Rogers and M.M. today 22 July and STOPPED again. I got 3rd TM today - 54354 - after stopping again today. Their (MM) escalated no is [protected]. Yet even though I have replied "STOP" and have called Mobile Messaging up and have received promise that they will stop, I am still getting charged. So far in the last 2 months I have received 3 charges of $10 each and another $1.25 for the only message received. A total of $31.25 for charges I did not authorize nor did I play any of the internet games (such as 'test your IQ"). It's high time some governmental watchdog sat up and took notice instead of passing the buck. Once again, this is not only immoral, it is the legalized robbery WHICH HAS TO STOP!
The representitive from a Rogers depot made us believe that we had a family plan that our kids would'nt be able to make any calls other than to us their mom and dad. We ended up with a sixteen hundred dollar bill, thats fraud, false advertizing, missleading a coustomer and also down right ignorant. We requested an end to the contract but they wanted four hundred bucks per phone x 4 phones, what a family plan. Now I find out they do this to lots of families so that boils down to grand thieft so beware of Rogers wireless they will rob your family through your kids
In 2008 December, my wife signed up with Rogers for the home phone, blackberry, internet & cable. We had also purchased a PVR and paid in full at the store. She was having statement from Rogers and stated she had to pay for the PVR (which was already paid for in the first place.) After so many phone calls to Rogers and explained the situation, they still send harassment letter to her stating if she does not paid her bill, the collection agency will be involved. The interesting part is what happened to all the conversation that she tried to explain this is a Rogers mistake, why should the consumer suffer due to bad accounting, bad Rogers internal communication and bad customer service? The problem in Canada is the fact that a few big communication companies have all the monopoly, so there is not much options to walk, not to mentioned that the corporation has way too much power. CRTC should seriously consider allow more players in the communication category and may be we will have better run companies to deal with then. Bad Rogers Bad Rogers.