I am currently a Bell Mobility subscriber. In early August, I called Rogers to ask them about their rate plans; to see if they were offering any plans that were more competitive than Bell. The representative I spoke to informed me regarding the new My 5 for students plan, and told me he would credit me 10$ a month for the next year (until my Bell contract was finished in order to ease the cancellation fee I had to pay with Bell). He told me to go to the Rogers store, pick out a phone, call back and he would honor the deal. When I called back and the other representatives were unable to honor that agreement. A few days later the same representative called me back and again offered that deal. I accepted and chose a phone, and he said it was going to be delivered to me in the following week. They were also supposed to port in my number from Bell. Over a month later, I still did not receive my phone, and I had already cancelled my plan with Bell. I was beginning to get worried because I knew I only had a few days left until the deadline that my phone number was going to expire (if it wasn’t ported out by the 1 month period post-cancellation from Bell). I called Rogers and asked them what was going on, and they said they had still not shipped out the phone. I basically told them to forget about it, that I was going to remain with Bell or go to another service provider, as they were not responding to my requests, nor had I received their product on time. I ended up resigning a 3 year contract with Bell two weeks ago, after they offered a similar rate plan.
I had contacted Rogers numerous times in the last month, and every time I spoke to someone different, who had no clue what was going on, and I spent endless hours on hold. I told them to cancel my account, not to send me the phone and to forget about it. They informed me they could not put a stop on the processing of the order, and I would have to deny the UPS package in order to cancel the account, which is exactly what I did when the UPS delivery person came by 2 weeks ago. The other day, I noticed I was charged approximately 80$ on my visa, and I received a cell phone bill for 12$ in the mail from Rogers. In addition, this morning, September 26th, I called Rogers to ask why they had charged me since I had already canceled my service, and rejected the UPS package, and they said they were going to look into it, and placed me on hold for another 20 minutes... A few hours later, my Bell cellular phone STOP working, and when I called Bell to find out why – they said that Rogers had contacted them this morning to port IN my number! I spent ALL day today on the phone with both Bell and Rogers trying to figure out why this happened, when I had just called to confirm the cancellation and inquire about the visa charges this morning. No one seemed to know why or how this happened. In summary, they have created a HUGE amount of complications, they did not hold their end of the bargain, and they were incompetent with their costumer service. I feel as if this company is too large to be properly managed, and their customer service has hence suffered the consequences. I am very unhappy with how I was treated, and with all the needless hang ups (or disconnections), being put on hold, the attitude I received, and the poor quality of service in general. I feel the public should know about their inadequacies and their lack of respect for customer integrity.
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