Rogers Wireless doesn't care about delivering good services. If you are delivered bad service, unlike most businesses that will fix the problem they'll just bill you for it. Their billing practices make for remedying situations involving bad service, very difficult.
Sure it's nice getting reception in your elevator, but aside from that so far this is the worst business I've every dealt with, they are more interested in hanging people financially than offering a good service or product.
I have complaints about their billing practices, considering there is over $200 worth of charges to my phone, that says "INCOMING NUMBER" and nothing more. They claim they are protecting my privacy by not showing me who called my phone but that is a joke, considering 99% of the long distance on my phone is from these obscurred numbers and therefore they are only providing me with no means of reviewing my bill and ensuring accuracy.
Speaking of which, I tried for a very long time to get up-to-date billing information and this company made it very difficult for me to do this. I registered for their crappy website but could not attach my phone number to my account for some funny reason.
I tried to change my billing address a few days after moving away from calgary and they told me they couldn't do that while my account was suspended, due to alot of internet usage resulting from their crappy service. It was very unreliable, and majority of the $500 that they wanted to bill me for was for data which was not received.
According to their terms of service it says "Data usage". Unfortunately, I can't use incomplete data. I did not have use of most of the data they are billing me for, this using my handset the way it came configured to me. I am not paying for service that I did not receive. They of course gave me a 50% off on this internet so I only had to pay $275, which still wasn't good enough considering I used maybe 10% of the bandwidth, which would have fallen within (actually more like half that limit) my agreed upon limit of 5mb for that month.
I've asked for more detailed statements and they refuse to provide them. If they cannot explain what exactly I am being billed for in an itemized way, so that I can verify the accuracy of their claims and make whatever disputes I need to in order to be billed in a fair fashion, then I am not paying them.
Their customer support didn't even mention that I can get arbitration with regards to my bill, which I suppose is too late now considering I canceled my phone. I put in the request to cancel and waited the month, paying for service I didn't receive.
They also didn't follow their contract. In the contract and on my bills it says that I have a credit limit of $600... Well fine then that's all I should have to pay them, I have a statement showing that they billed me $765. There's no reason what-so-ever that I should get a surprise like that.
Their customer service also doesn't like telling people what their current balance is, that to them means last month's balance. Meaning they don't speak english because current means now, not your last bill. They expected me to ask for "Current and Pending balance" which is retarded. Rogers customer service desperately needs to learn how to deal with people and I'm tired of getting told different stories.
Some of them claim that things show up in your "pending balance" within 24 hours, then their management turns around and clarifies by saying it is a "general" rule.
I have the right to access my information and account balance, I have the right to know what I'm getting charged. If pay as you go has no problems figuring that out then rogers should have no problems, and I don't care about their policies if my account is suspended I should still be-able to change the address to where my bill is going not get served excuses that I have to wait until my next bill, then dispute the charges, then get my account unsuspended then get my address updated.
I got fed up and said I don't care about their policies they can change my account info when I give it to them. They either listen to me or they are not honoring their contract.
I am considering going the route of arbitration if that is still available, and further to that effect if I don't get satisfactory resolution I will also consider filing a lawsuit against rogers wireless.
As far as I'm concerned the law is that I should have freedom to manage any accounts tied to my credit. I should also have freedom to any information involving that account, since it is my personal information.
Rogers has some pretty ignorant staff and the manager that processed my termination was about as ignorant as customer service gets, I will never deal with a cell phone company again and have since switched to skype over wifi instead, screw getting raped for services that I can have for under $100 a year. These cell phone providers in Canada are nothing but pure EVIL.
Ryan
Burlington, Ontario
Canada
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