I was recently travelling in the US for business. I had subscribed to what I thought was a complete package for services while travelling. I recently returned and received a bill for $660, which $502 was for US data usage.
I contacted customer service to better understand why I had been charged such an exorbitant amount when I had subscribed to a service for coverage. I was told that the service I subscribed to did not include data, and that a message should have come through advising me to add an additional service. I do not recall ever receiving such a message. Nonetheless, this message should be sent more than once to ensure users are well aware of any charges being billed to them. I obviously subscribed to a service to avoid such problems to begin with or would not have used my phone at all.
When I spoke with the agent, I was offered a 30% discount and $10/MTH off my bill for the next year. I was not happy enough with this because I thought I had subscribed to a service that should have covered me, and was not well informed as to the additional charges I would be billed for. I requested to speak with management and was told I would be called back within 48hrs because of the iPhone release.
When the manager, Renee returned my call she spoke in a tone that was very tired as if she couldn’t be bothered to listen to my complaint. She told me to hold, and then came back to me with a $50 discount off the bill for my long-time customer service appreciation.
I assume that the previous offer would have been documented or recorded on the call as your services do on every other occasion. I was completely insulted that she would neither have read the file to see what had been offered previously, nor bothered to hear my response. I was interrupted while speaking and was told that this was all she was willing to do. When I asked if she was a manager and whether she had read the file she became offended that I should inquire such things from her. I explained that I had already been offered more assistance with my charges from someone she was to be a superior of.
I have used services with Rogers since they were Cantel, before the merger with AT&T, and my phone line has been registered with Rogers since 2004. I have never raised complaints about all my dropped calls or text messages that constantly disappear between my friends on countless occasions, and I pay my bills, despite all the people I know that obtain free phones or services because they complain all the time.
When I told Renee that I wanted to cancel my service she simply said fine, and that I would have to pay my bills no matter what including the end of my service contract charge. The phone then dropped the call (while I was sitting at my desk in the office next to a window in downtown Calgary). I then received a voicemail (but without a call in beforehand) instructing me to contact Rogers with the reference number to continue with the cancellation of my service from Renee.