A person phoned me on behalf of Rogers in January to offer me a promotional discount on my existing wireless internet subscription. She explained that is was a retention program, so as long as I did not cancel for a year, the discount would apply. I indicated that I was interested, but that I would be moving in with my boyfriend in August, and since he already has Rogers internet, I would have to cancel the service at that time. She said "As long as you are moving in with someone that is already a Rogers customer, you would not be penalized, so you are eligible for the discount". Having dealt with many painful Rogers service issues in the past, I asked again, and was reassured that I wouldn't be assessed a cancellation fee in August (you already know where this story is going, I'm sure). She then transferred me to someone else who she said would actually make the change to my account. So, I asked the second Rogers person the same thing, explaining the situation with the move, and she responded that it would be no problem, I would not have to pay a cancellation fee... Flash-forward to today, when I called to cancel my internet and was told that I would have to pay a cancellation fee, that there was no policy to waive the fee for someone moving into an already-Rogers subscribed home, and there was no notes attached to the January change in my file saying that they had told me that. So, I asked him to request the recording of the January phone call (yes, I've been through this all before with Rogers, sadly I know how this works), and he said he'd request it from his manager, but that it had been a third party doing the January promo calls, so they may not have access to the recording. So, now I am waiting for the manager to call me back, as the days until my move are going to tick down, and of course they require a ridiculous 30-day cancellation notice. I honestly sometimes wonder if this kind of stuff is a sanctioned business practice at Rogers to make more money- just wear down your customers with conflicting information and clueless customer service people until they give up and pay to make the frustration go away. I know that sounds crazy, but I can't believe that a company can be this predictably inept by accident.
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