Rogers home phone / Rogers wireless had solicited my business and promised lower rates than my current telephone provider at the time. I agreed to transfer over knowing that I would save a fair amount of money over the course of a year for the exact same service I was already receiving.
I had been a "Rogers" customer for approximately 1 1/2 years (and in good standing with them) when Rogers had lost three months worth of payments internally.
They started leaving automated voice messages for me to call their customer service department. All my bills were paid and up to date, so I had no idea why they would want me to call them. Then I learned of the lost payments.
And so it went, I'd come home from work to an automated vm, call, discuss the invoices they said were outstanding. I'd explain they'd been paid through the bank and had my receipts. This routine continued for a few weeks. During which time I had requested my bank to intervene.
My bank was very helpful, and had faxed documents, proof of payment, and an indepth cover letter to Rogers not only once but TWICE to no avail.
After Rogers had received the bank documents, they proceeded to disconnect my telephone service leaving me with no phone over the course of a weekend.
The following Monday I returned back to the bank for further help and this is when they faxed all supporting documents to Rogers for the second time. This time we spent a good hour on the phone with customer service and was told they'd reconnect the phone and they would waive the reactivation fee of $25.87
Mid October I switched back to TELUS and was told by both TELUS and ROGERS that once the line/phone number was switched back the account at Rogers would be closed.
Four months later, I am still receiving the same harassing phone calls from Rogers customer service regarding the three lost payments, as well, they have charged me for the reactivation fee they said they'd waive, and, they are also still charging me for a line that I haven't had with them for four months.
Now they are telling me their next step is to involve a collection agency!
I have spent countless hours trying to resolve this matter and my bank has spent more than enough time on it as well.
Denise
Calgary, Alberta
Canada
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