| More Stupidity And Incompetence By Rogers I will make a long story simple.
My neighbor fell behind his internet/cellphone bill for 2 months, ($180+$180) which was $360 total. He received a warning from Rogers on Jan 8th to pay. He paid on the 12th via phone with his Visa card on hand. On the 19th his cellphone got cutted off. He called and asked what was going on. A Roger's employee told him that his computer screen showed that in fact he paid on the 12th with a credit card but that a Roger's employee had "erroneously mishandled the payment" and the payment was not put through.
My neighbor told him that it was okay but to please activate his cellphone, the Rogers employee told him he could not do that, that he has to pay another $360 for the "system to let me re-activate your account". My neighbor was like WTF? He hanged up the phone and called another Rogers employee who told him the same thing, and another and another. Rogers must have a "trouble-maker" flagging system because when he called another Rogers employee the guy didn't even asked him his name he just said to him "Sir before you call us again pay your delinquent account".
I adviced my neighbor to go personally to Roger's head office at Jarvis and Bloor which he did. He told the story to a guy in a desk and he looked at his computer and said "Oh yes I see here that you have paid on the 12th of January but unfortunately one of our employees did not put through your payment but your payment has been made to the system but our employee did not tell the system to cancel your delinquency status". My neighbor said "Alright, so there are no problems, reactivate my cellphone". The Roger's employee told him "Unfortunately our system will not reactivate your account without you paying another $360 dollars, why don't you pay another $360 and then we will give you $360 credit immediately".
Does this make sense to any of you? It's like a cashier at a Petro-Canada gas station who takes my $100 dollars and forgets to give me my change and closes the register but tells me that I should give him another $100 in order to open the register and give me my change back?
How the f*ck will Rogers "computer system" know if my neighbor pays another $360 or not? Are you going to tell me that Rogers cannot override their own crappy computer system? They make a mistake and want my friend to pay double with cash and then give him $360 in overpayment with credit? Ahahahahaha!!!
My neighbor is still without cellphone service even though he paid 7 days in advance before the due date. |
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 sbrookPremium,Mod
join:2001-12-14
Ottawa
kudos:4 | Another case for the office of the president and Ellen Roseman (Toronto Star)
Incompentence is just rampant.
(And people wonder why I don't like big companies?) |
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1 edit | reply to Xstar_Lumini
Oh I forgot.......
My neighbor called Rogers to cancel his internet and cellphone and they want a whopping $800 to cancel his services, since when does it costs $400 to cancel your internet? I thought this service was not bounded by a contract. Did Rogers gave my neighbor an iMac desktop computer for $99 when he got internet?  |
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| reply to Xstar_Lumini
I'd offer to help but since it's your "neighbour" and not you there isn't much I can do here on the forum. Ask your neighbour to contact us through social media and we'll help. Try our Facebook page at facebook.com/rogers or through Twitter @RogersHelps |
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sbrookPremium,Mod
join:2001-12-14
Ottawa
kudos:4 | reply to Xstar_Lumini
Early termination fee on his phone will do that, as well as refunding the package discounts he got because he's terminating early. He's got to finish paying for his phone. Some phones are quite expensive! |
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sbrookPremium,Mod
join:2001-12-14
Ottawa
kudos:4 Reviews:
 ·TekSavvy Cable
·Rogers Hi-Speed
| reply to Xstar_Lumini
Ooh, a social media guy pops up! Did you read that a lot of companies who've invested in trying to promote themselves by social media aren't really benefitting from it? I'm sure Rogers will catch on to that soon and I hope Rogers_X social media folks have other possibilities for jobs! |
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Samgee
join:2010-08-02
canada
kudos:2 Reviews:
 ·Acanac
| reply to Rogers_Chris
This is how their billing system is set up. It's designed to double bill and allow Rogers to hold onto your money for months on end as credit. I saw it many times as a customer over the years, and it's why I will never be a customer of theirs again. They know they are stealing your money, and just keep on doing it with no accountability. Now that they've been caught for false advertising, they're going to try and use our charter of rights to get out of paying. Pathetic company.
"Oops, it appears we did take your money, but didn't properly show it as paying for anything, so we'll need you to pay for it again and then we'll hold onto all the money and use it as credits for the next few months. Thanks for being used by, I mean using Rogers". |
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| reply to Xstar_Lumini
ROGERS has now deleted the voice message confirming the payment of the $360 on Jan 12th from that phone service which tells you the last 6 months' payment history, lol what a disgraceful sneaky company!!
But dont worry Rogers you were stupid enough to send a text message with a confirmation number stating the payment and we have taken a screenshot of that, pity we didnt record the voice message you deleted. |
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 J E F FWhatta Ya Think About Dat?Premium
join:2004-04-01
Kitchener, ON
·Rogers Hi-Speed
 ·Rogers Portable ..
 ·magicjack.com
| reply to Xstar_Lumini
Tell your neighbour to pay us $360 and we'll re-activate his phone. We will then credit his account for $360 sometime in April or when we get around to it. If he is nice to us, he might even qualify for a 3% discount off of our 10% bi-annual rate increase. That's 3% of 10%, not 3% of the total. He should know that.
Also, please tell him never to be late again, or else.
Jeff from Rogers/
Rogers - we're here to help.
1-888-ROGERS1
email: GiveUsYourMoneyOrElse@Rogers.com
FaceBook: Rogers - You're in Canada...sucka
Twitter: @Rogers:We'reBetterThanBell....sometimes
goto www.rogers.com/hahasucka for great gift idea's and awesome rate plans and links to financial institutes that help you get your 2nd and 3rd mortgage.
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If you can't explain it simply, you don't understand it well enough. - Albert Einstein |
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| reply to Xstar_Lumini
Can you imagine what Rogers will do to you now that they have that 24/7 live monitoring system?
"My house got robbed, why didnt your system alerted me to my smartphone when it got broken into??"
"Im sorry sir your home security system went over the 10gb monthly limit in video feed to our center, the service had been cutted off, please read the hidden fine print in our 14 page contract...." |
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| reply to Xstar_Lumini
The only mistake your neighbor made was not calling the police. This is Fraud, plain and simple.
When someone takes your money and refuses to give you the service you paid for....FRAUD.
Sometimes folks get so wrapped up in dealing with Rogers CSRs they forget that the law just doesn't apply to them but it also applies to Rogers.
Call the cops. Let Rogers chew on that for awhile. Let Rogers CSRs "escalate" a criminal charge and see how far it gets them. |
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J E F FWhatta Ya Think About Dat?Premium
join:2004-04-01
Kitchener, ON | Problem is, police won't do anything. |
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PRIUS
join:2009-09-17
Toronto, ON | reply to sbrook
said by sbrook:Another case for the office of the president and Ellen Roseman (Toronto Star)
Incompentence is just rampant.
(And people wonder why I don't like big companies?)
As Sbrook as indicated, Ellen Roseman from the Toronto Star WILL get you results FAST. And believe me, when Ellen Roseman steps in corporations sit up and listen. Ellen is a no-nonsense business women who works on behalf of consumers to gets satisfactory results where all else fails. Ellen's email address is eroseman@thestar.ca You can contact Ellen Roseman directly at the Toronto Star 416-945-8687. |
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| reply to J E F F
@ ROGERS_CHRIS: Chris stop your B.S. facebook customer relations, if you guys acted like a true professional company you wouldn't even need this Facebook page because nobody would be complaining. How can I have respect for your company when it's sneaky enough to try to use the charter of rights as an excuse to keep lying about their services? You guys are a joke.
said by J E F F:Problem is, police won't do anything.
That's right. Also remember that Rogers have our politicians in their pockets, the best thing to do is spread the word on the internet to potential customers and tell them what they will be dealing with if they make business with Rogers. |
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 TLS2000Crazy CanuckPremium
join:2004-02-24
Mississauga, ON | reply to Xstar_Lumini
Rogers_Chris is quite useless anyway. He tows the company line and doesn't actually research issues when you ask him questions. At least, that's the "help" he provided to me when I was asking for help getting LTE data activated with a BlackBerry plan. This is after he told me that my 6GB plan would be compatible with LTE (it wasn't) which convinced me to purchase a new phone.
I now pay $5 more per month for the exact same service I was receiving just so that I can have LTE data. Note: Their new data plans DO NOT differentiate between LTE and HSPA data. They forced me to change my plan to an "in market" plan because their old plans aren't LTE compatible.
Oh, let's not forget that by making me change my plan, they also roped me in to another 3 year commitment without giving me any benefit.
Keep in mind the 6GB plan I had before cost $30, and the new one they made me sign up for is $30 as well. My VOICE portion is what increased in price.
Thanks Rogers_Chris! I appreciate your participation in the Rogers "bend over" campaign for LTE. /sarcasm
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Tom |
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| reply to Xstar_Lumini
Have him file a complaint with the CCTS.
Commissioner for Complaints for Telecommunications Services
»www.ccts-cprst.ca/ |
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| reply to Xstar_Lumini
Most/all of the suggestions made in this thread are valid. The case you describe, as you describe it, is poor customer relations pure and simple. The mistake that occurred was Rogers', therefore the onus is/should be on them to fix it. Your neighbour deserves to have the $360 fee waived and to receive a personal apology at the very least, if not further compensation in the form of a credit on his account.
I would also point out that if the neighbour's latest Rogers bill was paid via credit card, he could also call his credit card company and dispute the charge, on the grounds that he paid for a service he didn't receive. |
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| reply to TLS2000
said by TLS2000:Rogers_Chris is quite useless anyway. He tows the company line and doesn't actually research issues when you ask him questions. At least, that's the "help" he provided to me when I was asking for help getting LTE data activated with a BlackBerry plan. This is after he told me that my 6GB plan would be compatible with LTE (it wasn't) which convinced me to purchase a new phone.
I now pay $5 more per month for the exact same service I was receiving just so that I can have LTE data. Note: Their new data plans DO NOT differentiate between LTE and HSPA data. They forced me to change my plan to an "in market" plan because their old plans aren't LTE compatible.
Oh, let's not forget that by making me change my plan, they also roped me in to another 3 year commitment without giving me any benefit.
Keep in mind the 6GB plan I had before cost $30, and the new one they made me sign up for is $30 as well. My VOICE portion is what increased in price.
Thanks Rogers_Chris! I appreciate your participation in the Rogers "bend over" campaign for LTE. /sarcasm
These are startling facts and require reporting.
If true, Rogers are using sales agents masquerading as customer service agents, and intentionally providing false information to customers to persuade them to change plans for their financial benefit, when in fact it is the complete opposite.
Criminal intent? |
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Hooter
join:2009-08-17
Scarborough, ON | reply to Rogers_Chris
said by Rogers_Chris:I'd offer to help but since it's your "neighbour" and not you there isn't much I can do here on the forum. Ask your neighbour to contact us through social media and we'll help. Try our Facebook page at facebook.com/rogers or through Twitter @RogersHelps
The Rogers Facebook page is nothing but a "fluff" page telling everyone how wonderful Rogers is. I once posted a concern on that page and my post was removed and I received a message from Rogers_Melanie threatening to remove me from the page! |
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Samgee
join:2010-08-02
canada
kudos:2 Reviews:
·Acanac
| said by Hooter:The Rogers Facebook page is nothing but a "fluff" page telling everyone how wonderful Rogers is. I once posted a concern on that page and my post was removed and I received a message from Rogers_Melanie threatening to remove me from the page!
And you can bet that if Rogers had control of these forums you'd see a lot more posts disappear. |
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