Were to begin...
Rogers has lost another customer.
Back in December 2008 I was charged for all my calls to my MY5. I had to sit on the phone with a Customer Service representative while I went through my entire call list and told them what the amounts were so they could reverse them. This took about an hour or so, not counting hold time.
In January 2009 I ordered the brand new Blackberry 8900 Curve over the phone, and requested to be put on a family plan with my Girlfriend. I chose to pay via credit card right away for the new phone. I received the phone along with a receipt that I had paid the $225.99. Everything was A-OK...
Until I received my next rogers bill... (isn't that how it always works? ). Not only was there a charge for 199.99 for the new blackberry I ordered, My phones where not on a family plan.
They left my original phone on a "Student" plan and the 6GB data plan, and put my girlfriends phone on some random $45 plan. So I called them about this and was thrown around to different people until finally one of their reps was able to credit my account for the difference in plan price for that month. He also switched my phones to the family plan as originally requested.
What about being charged twice for that Blackberry? Well they had no record of me paying it... So I was told to fax in a copy of the receipt I received with the phone (it looked like a receipt you get from any store, as if they passed the credit card manually). So I faxed it in later that week..
A week or so goes by and I check my account... The charge was still there. So I called them back (for some reason my phone calls always get "dropped" when talking for extended periods of time). They told me to wait a few more days to see if they got the fax.
Another week goes by and I receive no call from them, so I call them back. Still nothing, In fact I'm told my Case# was closed even though it was never resolved. So i'm told to fax it yet again. This time my case# is upgraded to "super dooper priority" and I should receive a phone call "In a day or two max". Of course I never get called back.
I call them back again, this time their genius solution is to go to a Rogers store and show them the receipt I have. I arrive at the rogers store, what can they do for me? Pretty much nothing, takes about 40 min and all he can do is fax in my receipt to the same number I already did.
I called back the next day, of course they don't have the fax... I am pretty angry now, I have spent hours and hours on the phone (which constantly gets dropped and I have to call back). Now they have a new solution for me, Call my credit card company and have the charges reversed. "Rogers has an open door with the credit card companies to reverse payments" I was told. So after a lot of arguing I call Mastercard. Wow! I get to speak to an agent right away? What is this? Then I remembered I wasn't calling rogers... it was a normal company that wants people's business. They told me I couldn't "reverse" the payment because it was over 120 days, and that Rogers would have to do something on their end...
I'm going to call rogers again now...
Well the problem is still not resolved... I really want to cancel my account. I pay for two blackberries and cable internet with them, and they have been such a hassle to deal with.
I will try and post an update if this ever gets solved..
Bottom line: As long as you never have a billing issue Rogers is ok... As long as you never ever have to get something "fixed" with them it may be bearable to be a Customer, unfortunately for me I did have an issue (several) and it is unbearable.