ComplaintsforRogers Communications

• Initial Complaint

  20/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Jan 2nd 2024 called Rogers as the promotional deal I had was ending and the rate of my service would go up drastically. I had been considering cancelling my services with Rogers and moving to a new business as Rogers service had been poor quality. During my call the representative informed that the could offer me a promotion for 119, I confirmed that I would be able to cancel this promotion at anytime and was told I would be able to. As I didn’t want to pay a ridiculous amount of money as I researched other organizations I decided to agree. Fast forward to March 18 I called Rogers to cancel and was told I was locked into a two year contract, in order to cancel it would cost me $420 dollars. I informed the representative of my previous conversation and was escalated to the manager. I sat on hold for 1 hour 10 minutes, when the manager came on I need to repeat the entire conversation and was told he couldn’t do anything. All Rogers calls are recorded and I asked both the representative and the manager to pull up the recordings to prove that what I said did occur. They both said they couldn’t do that.

  Business response

  21/03/2024

  Hello,
  

  At Rogers, we value the feedback received from our clients, and would like to thank ********** for presenting this matter for review.
  

  Client Concerns:
  Presented 24-month Ignite Agreement
  Early Termination Fees
  Billing Adjustment
  

  Investigative Findings:
  On January 2, 2024, a Rogers associated provided billing related support which involved a year related offer.
  When asked about the 2-year commitment, the reply conflicted the applicable details – the associate appeared to have misunderstand the question.
  The reply was in relation to a different matter.
  

  Resolution:
  Rogers’ Office of the President successfully contacted the customer on March 21, 2024
  In addition to our shared finding, ********** was provided with an apology for the overall experience.
  Although the ECF is applicable, our office provided appreciated alternatives for the shared billing issue.
  We will also use this issue as a teachable experience.
  

  Rogers would like to thank the customer for their co-operation in the resolution of this concern.

• Initial Complaint

  20/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we had internet service agreement with Rogers a monthly Bill of 65, in September of 2023. service have started deteriorating, we communicated with Rogers multiple, they changed the Modem, however issue was not, even though the service have receive the month of Oct was minimal Rogers charged us the Full Amount 65$, when have contacted with Rogers asking clarification about, however, Rogers failed to access the issue we are requesting from rogers Refund us the Amount they have Billed for the Month of Oct 2023 Account Number: *********

  Business response

  21/03/2024

  At Rogers, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review.
  
  Client Concerns:
  Customer requesting a refund of $65 payment received on October 26, 2023 onto cancelled Internet account.
  Service was cancelled due to poor service.

  
  Investigative Findings:
  Based on account review, there was a considerable amount of data consumed while services were active.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on March 21, 2024.
  Customer was advised that a refund for the payment would not be an option however, an adjustment was offered and accepted by the customer.
  

  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer response

  03/04/2024

  I would like to thank you for interfering in this matter, Rogers contacted you after you have reached out to them.
  we came to terms that the account was closed with no outstanding balance.
  I'm sure that we need strong consumer protection.
  Thanks again.
  ***** ****
  ************

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wanted to transfer my cell number to Roger’s from ***** for more data. I called customer service and they set me up with an account and mailed me a SIM card. Before hanging up I asked them if I would be charged for anything they said no. I asked when would I be charged, they said after I transfer my number. Before the SIM card came in I got an offer from ***** for the same amount of data at a lower rate. I called Rogers back explaining what happened and asked if I needed to mail back the SIM card once I received it. They said no. Then I got a $209 bill. I called and asked how they can charge me for a service I couldn’t use. I want them to remove it from my credit report and not charge me for a service I was never able to use. I still have the SIM card they sent.

  Business response

  20/03/2024

  Hello,
  At Rogers, we value the feedback received from our clients, and would like to thank **** for presenting this matter for review.

  
  Client Concerns:
  Customer believes that he was misinformed at the time of activation regarding billing practices.
  Customer seeking to have a Rogers cancelled account reporting to the credit bureau negatively removed.
  
  Investigative Findings:
  Our office has reviewed the audio interaction dated May 20, 2023 which verified that **** being advised that billing would start when SIM card was delivered.  
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on March 20, 2024.
  We shared Rogers finding and review of the captured audio which confirms billing is accurate.
  We informed the customer of our credit reporting policies.
  

  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer response

  20/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I am awaiting the transcribed activation call, if I am mistaken and they did in fact inform me then I will gladly pay. 
  
  Sincerely,
  
  **** ******

  Business response

  22/03/2024

  At Rogers, we value our client's feedback and would like to thank **** for bringing this matter to our attention for further support.
  

  Our contact details were provided for additional assistance should the customer find any discrepancies with the captured audio interaction, which supported our findings.

  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  While traveling we had a break and enter and a phone was stolen we suspended service with rogers March 5. MARCH 6 I called rogers about getting e-sim emailed to us as we are in the USA Yes no problem we will email one in 2 hours then passed to another rep were they also stated it would be emailed but now within 24 hours. I purchase a phone (******* ********) on the information supplied by rogers representative that they would email the e-sim. No e-Sim arrived in 24 hours then called representative March 7, told they snail mailed the e-sim to home address. I told the rep that I have requested e-mail since I was out of the country. Now they said due to the order in "warehouse" it will take 3-5 business day before emailing e-sim. Today March 9 senior rep phones to say we only snail mail e-sims and can't email the esim ask for it to be courier to our ****** the response was no, "can't send it out of country". I would not have bought the phone unless it possible to get esim via email. I believed the rogers rep. Rogers reps lied or did not know there policies procedure but whatever the case it is rogers responsibility that service rep give correct information. I want reimbursement for my out of pocket costs bad enough to suffer a B&E but also to have the feeling of being victimized by my rogers service providers really is the icing on the cake.be plus we are still get the pleasure of paying the monthly mobile bill with no phone nice. The amount quoted below is usd . A calls are recorded so this is easily checked

  Business response

  15/03/2024

  Hello,

  At Rogers, we value our client's feedback and would like to thank **** for bringing this matter to our attention.?  

  
  Client Concerns: 
  Customer travelled to the United States and had a Rogers phone stolen on March 5, 2024.
  On March 6, 2024, P*** called in to inquire about options for receiving a replacement eSIM and was told that Rogers eSIM could be emailed to him. Based on this information, the customer went into a local store and purchased a replacement device however was later advised that eSIM could not be sent electronically.
  The customer is asking for Rogers to reimburse him for the cost of a replacement device he purchased.
  
  Investigative Findings: 
  Based on account review, the customer was misinformed and provided misinformation regarding Roger’s ability to send eSIM electronically.
  The return policy on the receipt provided to Rogers states that he has 15 days to return the device.
  
  RESOLUTION: Customer Not Satisfied: 
  Rogers’ Office of the President successfully contacted the customer on March 15, 2024.
  An apology for the misinformation provided was extended to the customer.
  Rogers highlighted that customer is still within the 15 days to return the replacement device back to the local store as the customer is still in the same city.
  The customer feels that Rogers is fully responsible for his out-of-pocket expense for the replacement device and as such declined Rogers offer of a goodwill gesture.
  As the customer was not satisfied with the offer as presented by Rogers’ Office of the President, we have informed **** of the final stage in our complaints process.? Rogers is appreciative of the opportunity to address this concern and regret that an amicable resolution could not be attained at this time.  ?  

  Customer response

  18/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  1) I also offer other solutions for resolution including  receiving a regular sim card via regular mail or courier. This was also rejected by Rogers saying they can't .   However Rogers communications has previously sent me an sim card when I was in The USA when I switched to  simply connect a few years ago. So this is possible 

  2) Misinformed ?  That would be an okay statement if only 1 employee  told e-sim could be delivered by email, however that is not the case that is not the case here. I was told by 2 separate employees that emailing e-sim was okay and even given a time line between 10 minutes and 24 hours for delivery. 

  3) Returning items to **** *** are monitored by Retail Equations this has the ability to affect my future returns so I do not take returning items frivolously but I guess according to rogers that my problem 

  From the moment Rogers called about bbb complaint they were unwilling to take any responsibility  for their actions. 

  Again if Rogers says what they will do something  they should just do it.  The problem is not that they can't get a esim or sim card to me, it is they won't.

  Just sent the email, mailed or couriered either e-sim or sim card .  Asked many time why they can't never received an answer.

  I did return the phone and of course charged for the restocking fee of $45.00 us , **** ***'s clerk  had never heard of
  e-sim not being email and pointed out she was quite familiar with e-sim. So this goes on that return.

  My hope was always simply to get our phones working while travelling and that is too late now 

  I am out my time ( I am old and will never get that back) and money and of course still paying for a service I am not getting.

  Sincerely,
  
  **** ***********

  Business response

  22/03/2024

  At Rogers, we value our client’s feedback and would like to thank **** for bringing this matter to our attention for further support.
  

  With regards to the shared customer concerns.
  

  Our office successfully contacted the customer on March 15, 2024.
  

  Our office recognized the overall customer service experience and provided an apology.
  

  Rogers has already extended aa goodwill adjustment which would cover the cost of the restocking fee. This offer was declined.
  

  Rogers is appreciative of the opportunity to address this concern and regret that an amicable resolution could not be attained at this time.    

  Customer response

  22/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Rogers again is making misleading statements 

  1) the token offer  by Rogers was made prior to me returning the phone.  The offer was  for the inconvenience of the agents misinformation and to cover the cost of phone service for 2 months that I am not using.

  2) the restocking fee was not covered

  2) My expectation is that I should not be suffering  out of pocket expenses for Rogers staff mistakes, which I currently am.

  I have request a copy of phone calls from rogers and would like to move forward in dispute resolution 

  
  Sincerely,
  
  **** ***********

  Business response

  27/03/2024

  At Rogers, we value our client’s feedback and would like to thank **** for bringing this matter to our attention for further support.

  With regards to the shared customer concerns.

  Our office successfully contacted the customer on March 27, 2024.

  Our office recognized the overall customer service experience and provided an apology.

  Rogers has extended a goodwill adjustment towards the account including the out-of-pocket cost of the restocking fee and accepted by the customer.
  

  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer response

  01/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Incorrect billing for 2 billing cycles, overcharged on February bill, not rectified or refunded or credited on my account, overcharged again on March bill. Nobody at Rogers will answer my call for hours on end, or I keep getting transferred over and over to another 'agent' who doesn't help. This is a breach of my contract with Roger's. I would like a credit on my account for the previous bill overcharge and to have this bill corrected, otherwise I will not be paying any future bills and will be returning my phones to a Roger's location.

  Business response

  22/03/2024

  Hello,
  
  REF:  BBB Serving Central Ontario Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review. 
  
  Client Concerns:
  -Customer informed us is being over charged on the two previous invoices.
  Customer requested adjustment.
  
  Investigative Findings:
  -We reviewed the account, the Wireless service agreement, the call recording.
  -We confirmed the monthly service plan pricing and the monthly device financing pricing offered.
  -We credited 50% of the set-up fees on both lines as per offer.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on March 18, 2024.
  
  -Customer was informed pricing is reflecting the offer presented and 50% credit was applied on the set-up for both lines.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern. 
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

• Initial Complaint

  12/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rogers Account Number: ********* My internet/TV service stop working on the 2024.03.06 at 8 AM and i called at 17H to report that the service was not working. Then on the 2024.03.07 I called Rogers twice to inform that the service was still not working and never got any resolution. On the 2024.03.08 morning I contacted Rogers to inform that the service was still not working, and Rogers just said that they have escalated the issue and suggested I keep waiting. Given that there was no solution nor indication of when the service would be resumed in called in the afternoon to cancel the contract. Rogers costumer service used all possible excuses to not cancel the contract and for much that I requested the cancelation, they simply did not cancel it. I am now in a situation where I don’t have service, I am not allowed to cancel the service and I am expected to keep paying. Roger poor attitude with the cancelation request has been so bad, that I do not want to continue with their services even if they repair the service. What can be done to cancel the service? Kind regards, ****** * *******

  Business response

  15/03/2024

  Hello,
  
  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.

  
  Client Concerns:
  Account cancellation request

  
  Investigative Findings:
  BBB received customer complaint on March 8, 2024.
  Cancellation of services was processed on March 8, 2024.
  
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on March 15, 2024.
  The customer informed Rogers that the issue has since been resolved and no further action is required.
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Following my cancellation of my account I was provisioned a credit $120.53. I think they wrote it off without notifying me. I attempted to contact the call center numerous times without resolution.

  Business response

  15/03/2024

  Hello,
  
  REF:  BBB Serving Central Ontario Complaint #********
  
  At Rogers, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review. 
  
  Client Concerns:
  -Further cancellation of the service a credit balance was written off.
  -Customer request refund.
  
  Investigative Findings:
  -We reviewed the account, cheque refund was process March 7, 2024.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on March 14,2024.
  
  -Customer confirmed via email his concerns were resolved.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 2023, I wanted to change phone carrier companies. I phoned Fido (my past phone carrier provider) to let them know of my decision to move on with another phone company and that I would like to know my remaining balance for my contract. I was told the amount I owed, and that I wouldn’t receive any future payments. Rather, months of October-March 2024, I’m continuously being billed when I already made my final payment. I phoned several times in December inquiring about the payments and was given a case number and told that someone would get back to me as this was an error on their end and that I should be given a credit. We are now in March of 2024, and I am now getting an email notification that I owe an outstanding balance of $122.84 from ********* and that this has gone to collections. I’m really upset ans I’ve got good credit, and this is affecting my credit, as well as the time I have to spend in dealing with their error. I recently tried to get in touch with a representative on the phone, but ended up waiting to speak to someone for well over 1 hour and got through to no one. I’ve got a case number for reference should you need it. I’m feeling frustrated as I have been a good customer and loyal to Fido and they are damaging my credit by sending me to collections when I already paid out the one month I had left before my contract ended in September of 2023. If someone could help me out with the additional monthly charges I would greatly appreciate it.

  Business response

  15/03/2024

  Hello,
  
  REF:  BBB Serving Central Ontario Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review. 
  
  Client Concerns:
  -Customer ported out her services to another provider and kept being charged monthly financing fees.
  -Customer requested adjustment
  
  Investigative Findings:
  -We reviewed the account and the invoices.
  -We adjusted the fees and submitted a request to have ********* updated
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on March 15, 2024
  
  -We informed the customer we adjusted the account balance and submitted a request to update the *********s.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern. 
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called Rogers Dec. 21st 2023 to renew my Home Services (Internet, TV, HomePhone) which were previously all cable Legacy services. I was sold the new Rogers Ignite Home services. I confirmed all aspects of the services and what was included in the price I was given, which I was told ***** TV was part of my services (i confirmed several times). So I agreed to the 24month deal. We made arrangments to have the new equipment delivered just before the next months billing cycle so I could install it and be switched over to the new services for the January 11th to Feb billing cycle, and I was to return the old equipment to a local rogers store, and I will get an updated and price adjusted bill for that month. I had the new Ignite equipment installed on January 11th 2024. I tried to return the old equipment to a store and was told they do not take it and it had to be mailed in. I returned the old equipment through canada post as instructed. I never recieved an adjusted bill with my new pricing. I called rogers again on February 10th or 11th, spent a long time on the phone with a girl who was in the billing department, she reviewed the billing issues and told me to pay the existing bill and she will apply credits for the over payment on the next bill and will wave any late payment fees and she will call me back after shes done on Feb 14th or 15th. I never received a call back. I never received any credits or waved late fees, and my next bill was sent also saying that the ***** TV "promotion" was ending in March. I called back on March 4th to explain and review the billing issues again and the ***** TV issue, waited on hold for over half an hour and the phone system hung up on me without ever talking to anyone. Called back, waited another 1/2 hour, talked to a girl for 30mins in billing who basically said she couldnt do anything and needed to transfer me to the Legacy department. I was put on hold for another extended amount of time and the system hung up on me.

  Business response

  15/03/2024

  Hello,
  
  REF:  BBB Serving Central Ontario Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review. 
  
  Client Concerns:
  -Customer migrated to Ignite service in December 2023, pricing offer presented did not reflect on the January invoice.
  Customer requested an adjustment.
  
  Investigative Findings:
  -We reviewed the pricing offer and invoices.
  -Adjustment requests were submitted to our back-office team for approval.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on March 15, 2024
  
  -We informed the customer adjustment request were submitted and timeframe.
  -We are currently working on a resolution with the customer and will continue to assist the customer resolve his concerns.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President 

  Customer response

  15/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I acknowledge the matter of pricing for my monthly services to include ***** TV is correct and has been resloved.

  But, Until i recieve notice that the billing errors/overcharges for the January 10th bill are corrected and my account is credited the proper amount, i will consider the complaint to be unresloved.

  
  Sincerely,
  
  ******* *******

  Business response

  26/03/2024

  At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review. 
  
  Please note that the customer’s next invoice closes on April 10, 2024, and can take 2 to 5 days to be released. Should they have any questions or concerns following the reception of their invoice, they can contact us directly for support. 

  Customer response

  02/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been wrongfully charged for services that were not available for me to use. I was charged for a used phone that is defective (battery barely holds a charge) and they will not report or escalate my issues. I have attempted to solve these issue countless times for 8 months and I am forced to wait on hold for hours at a time and repeatedly transferred to someone who has to start the call from the beginning again, including verification. Customer service agents are rude and refuse to escalate or report issues and concerns that I call about. The phone is regularly disconnected while waiting on hold for 30+ mins, forcing me to call back and wait at the back of the queue. Today I spoke to "Peter" and "Dimple" for going on 3 hours and still have not resolved 2 of the issues. "Dimple" threatened to charge me 421.76$ for the broken phone if I were to cancel my 2 year contract ending in 2025! So they are forcing me to stay in business with them for another year and a half, paying $180 a month for services that don't work and for a broken phone.

  Business response

  14/03/2024

  Hello,
  
  REF : BBB Serving Central Ontario Complaint #********
  
  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.  

  Unfortunately, we were unable to contact the customer by phone or email to further discuss and address this matter.  

  Rogers is looking forward to the opportunity to address the customer’s concerns at their convenience.
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

  Customer response

  15/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: emailing me twice and one phone call in the middle of the day is not a reasonable attempt to get in touch with me. I followed up with an email to set up a good time to resolve the issue and by Rogers standards, as they "were not able to get ahold of the client", they have ghosted. We all have responsibilities to attend to and I cannot be expected to interrupt an important meeting or doctor's appointment to answer an unexpected and unscheduled call from Rogers. That is unreasonable. I am still waiting for Christine from Rogers to set up a meeting with me and thus far, nothing has been resolved. Also, let's be clear, Christine or any other Rogers employee is getting paid for their time and labour in this case, unlike myself. This is in fact costing me a lot. 
  
  Sincerely,
  
  ****** ******

  Business response

  10/04/2024

  Hello,

  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.
  Unfortunately, we were unable make contact with the customer by phone or email to further discuss and address this matter.

  Rogers is looking forward to the opportunity to address the customer's concerns at their convenience. 

  Customer response

  13/05/2024

  Good Sunday Mother's Day Morning. I am writing to you today as I have many concerns regarding my complaint with Rogers on 3/5/2024 assigned ID ********. 
  
  This issue has been wrongfully closed as it has not been resolved and in fact there are more issues. I apologize that I am only writing this email to you now, but I have so many responsibilities and there are so many struggles with Rogers that this is the only time I was available to write this quick email. There are also too many forms of communication and people I am speaking to that this is all very confusing and made even more difficult to solve. 
  
  Rogers has not solved the problems I have been having and which I reported earlier. In addition to this, they are now charging me an additional $975 dollars for a phone that is at their facilities and not within my possession. There are also additional fees and late fees related to this issue that I am being charged for that I am not responsible for AND they are currently damaging my credit score. 
  
  I need help!
  
  This situation is completely unacceptable. I am currently on leave from work as a front line social worker who was injured doing emergency work during the pandemic. I have a chronic illness to my nervous system that I am supposed to be healing from but this issue with Rogers is actually making my health worse! This is ridiculous! I am on a dangerously fixed budget as I am on ODSP and this issue with Rogers is negatively impacting my already very low income and putting my HOUSING at risk. They are currently wrongfully charging me for over one months of my income!! Which is under $1600 a month!! All the while threatening to cut off my phone and internet services if I don't pay them which are essential utilities that I need.
  
  I am also a single parent with a sick dog and this issue is making it difficult for me to manage my already stressful responsibilities. 
  
  At this point I feel like I need a lawyer but I obviously cannot afford one, I need some kind of help though and I am reaching out to BBB again because I am drowning in issues with Rogers. 
  
  They are nearly impossible to get a hold of. When I am able to speak to someone after several phone calls amounting to hours of waiting, the person is rude and impatient and is not able or qualified to deal with the issues. 
  
  They almost never escalate the issue and IF the issue is escalated to the correct person, I have to wait to hear back from that individual at THEIR convenience. They will call twice (maximum), often in the middle of the weekday when I am driving or in a doctor's appointment or otherwise detained. The one and only manager I spoke to (who's name I can look in my notes to provide if you chose to help me with this issue), made an appointment with me after weeks of attempts at communication and she was late to that appointment for 1 hour. I did take this call but only because I had no other choice. I was driving at the time and needed to pull off of the highway to answer it! What is the point of setting up an appointment if they are not going to keep to it? It defeats the purpose! Just this week alone, I have waited on hold for roughly 3 hours and no one helped me!
  
  I feel like I am being forced and threatened in many ways by this company and I have no agency to make things right. I am forced into a contract I did not agree to, I am being charged for a phone that I do not have, I am being charged late fees because I refuse to pay for something I do not owe and my credit rating is being damaged.
  
  I have no doubt that if I was more wealthy, I would just pay what they are wrongfully charging me for and then pay even more to get out of the contract I did not agree to, so that I may leave them behind me and switch to another provider. I am feeling harassed and backed into a corner at this point. 
  But as I mentioned, I am not wealthy, I am in fact currently living below the poverty line. * ** ***** ********* **** ****** *** **** ***** ** ***** ** ******** **** ****** *** ***** ** ****** **** **** *** ****** ******* *** **** **** **** *** ** ** **** *****.
  
  As someone who works for the BBB, you are quite aware of the issues going on at the moment, so none of this should come as a surprise to you, but I am hoping that after reading my email, that you will have some empathy for my situation and assist me in dealing with this horrible issue. I am so emotionally drained and physically sick that I am struggling to keep up with everything. 
  
  I don't know what else to do. Please help me. 
  Thank you for your time, 
  
  ****** ****** 

  **Update**

  I am still not getting any help from Rogers and I no longer want to try to communicate with them about this issues with their poor services, non existent customer care, wrongful charges and impact on my credit score or health. They are continuing to add wrong charges and interest, this is wildly out of pocket. I'm too sick for this. In fact I am booked for 2 doctor s appointments next week to consult about the effects the stress is having on me. Like I said, this is serious. 
  
  This week, I heard from Toney at Rogers twice and basically just got the run-around. Tuesdays email was brief and to set up an appointment with limited availability on their end and a "promise" that they would get in touch with me during the time I selected. I chose Wednesday morning at 9am. Toney then did not, in fact, make the appointment I scheduled and emailed on Thursday to tell me they were not available I until the next week some unknown time between Mon -fri between 8am and 4pm, again. 
  
  As mentioned before this is having negative impacts in several aspects of my life and in all honesty, I know when I am being taken advantage of pushed around and treated with no respect and that is what Rogers is doing to me. No matter how many hoops I jump through, they continue to have serious negative impact on my life and rack up false charges. I honestly don't know what else to do at this point but I need some actual, real, help here. I want to cancel my services with Rogers and transfer my number back to Telus, my old provider. I now, refuse to participate in this and want out of my contract at $0 cost. This is rediculous and unreasonable! 
  I am tired of tying myself in knots trying to accommodate a corporation with many staff members, who are being paid!!  as I lay here, a disabled person, who is at risk of losing my housing because of this. 
  
  I will forward the very brief email exchange with you for your information but I am tired of doing this over and over again. This has been going on for a year now. Can I speak to a mediator in regards to this? So that I may close this case, get as far away from Rogers as possible and have them fix my credit score. Look, if I actually owed something, I would pay it but they have messed up my account so badly that I no longer agree to doing business with them. I can not afford all of this drama (in any way). But, I am not paying for anything anymore, no more wrongful charges, accepting negative hits to my credit and being forced to continue business with a company that treats people this way, disabled front line workers at that! I regret ever doing business with them and will never ever again. They are ruining my life for nothing. 
  
  I'm being backed into a corner here
  
  Please help me
  ****** ****** (They/She)
  *******@*********.ca 
  ************
  

  Business response

  23/05/2024

  Hello,
  
  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.
  

  Client Concerns:
  Customer Service
  Charged for an unreturned device.
  The current account balances.
  Interest fee on the recently generated invoice
  Internet rates
  Voice Mail Issue
  

  Investigative Findings:
  The concerned device fee was applied by our Back Office Team on April 19, 2024, for a Non-Returned Handset.
  One of their responsibilities includes reviews of accounts that involve device exchanges – not direct communication with our account holders.
  The account itself was reviewed after a 45-day window to confirm if IMEI: xxxxxxxxxxxxxxx   was returned following a device exchange for IMEI xxxxxxxxxxxxxxx    was completed.
  The conclusion was the device in question not captured as returned.
  This resulted in the charge for the Non-Returned Handset Fee.
  The associate with whom they spoke with on May 17, 2024, will be advised of these details as a teachable experience.
  With regards to your Ignite Internet monthly rate,
  There was a rate increase in monthly charges on January 9, 2024.
  The increase details were included in the generated monthly invoices.
  December 2023
  January 2024
  

  Resolution:
  Rogers’ Office of the President received a reply from ****** via the email on May 18, 2024, requesting written replies.
  Our findings were shared in detail in addition to confirming the unreturned device has since been captured as returned - the concerned fee was reversed.
  We also mentioned that adjustments are subject to approval.
  We apologized for the delays involving the noted logistics and provided details regarding the updated balance.
  In addition to this matter, the concerns regarding the Ignite monthly fees were address via email – including suggesting offers that involve a 24-month agreement.
  

  The shared customer service experience was recognized and will be used as a teachable experience.

  The Voice Mail matter was advised as a concern that may be reviewed and addressed by our colleagues in technical at the account holder's convenience.

  Please note we are currently awaiting a reply from the account holder to advise if any further support is required.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩