Shopping Discussion

Locked: Rogers terminating my services

  • Last Updated:
  • Jun 22nd, 2019 8:59 am
[OP]
Newbie
Jun 18, 2019
38 posts
19 upvotes

Rogers terminating my services

I received a letter in the mail from the Office of the President at Rogers stating my account is no longer serviceable for Rogers as there have been too many inquiries and credits on the account. I have 4 lines on the account and all have device balances on them at around $600 each. I also have an account balance of about $500. When I talked to the rep. he said Rogers will be taking care of all these fees for me. Just wondering if anyone else has ever come across this. Should I have escalated this?

I have already started the process of porting my numbers over to Telus. (Managed to score a deal for 3 lines on their unlimited plans with 20-15-15 discount on them. This works out to $55, $60, and 60$ for the 3 lines.


***EDIT ADDING CONTEXT****

Maybe I can clear up some reasons for multiple calls to Rogers. One of the main reasons was multiple credits were promised to the account "on the next billing cycle". Of course these credits never showed up on the account and I would have to go through hoops with multiple attempts and reaching multiple agents to finally have said credits put on the account.

Another issue I had was with Brightstar. Brightstar refused to FIX my phone note i was not trying to replace it. The reason they had was I did not have proof of purchase. I had to call Rogers multiple times and find various proofs of purchases which ultimately did not suffice for Brightstar. I bought the phone from Rogers and got the device protection when I bought the phone.... This led to multiple back and forth calls to Rogers and Brightstar. Ultimately I was told my best option may be to replace device from Apple and I was promised the difference from Rogers. Once I did this I was supposed to receive a call back from Rogers to see the progress. This did not happen. I had to call Rogers again over and over because they did not know what I was talking about and magically lost traces of the call with that agent. Eventually I did get to someone competent enough to understand the entire situation and they asked for a receipt from Apple and I provided it. They ended up crediting me the difference.


There was also an incident where I inquired about adding a phone line. I did not go through with it and I said I wanted to think about it. The next day I receive a SIM card in the mail and I looked into my Rogers account and there was a new line on the account. I was LIVID. I called in and usually I am very calm and nice on the phone. This incident was different. They ran a credit check without my approval and they added a line on my account without my approval. Of course this led to multiple calls as well. In the end the last agent I got completely understood where I was coming from and understood why this was unacceptable. He offered 1 year worth of services on all my lines for free (approx. $3200). Am I wrong for accepting this, should I not be compensated for Rogers screw ups, or should I be like the majority of Rogers Customers and just take it and say what can you do?

Regarding credits, about 70% of the credits given to me were rightfully owed to me. The other 30% were considered good will credits. Any rep could simply say no but if your nice enough they have no reason to. Is this really a problem? Why would anyone that has a chance of saving money and bringing down a balance or having a credit balance not do so.

Now I have multiple stories like this where one issue leads to 10-20 phone calls because I am not able to address the issue with one phone call (whether it be dropped calls, incompetent reps, or the call needs a follow up call after an action.) I can easily see how I reached over 100 calls within a year if one issue requires 10 phone calls. What Rogers should be looking into is why they received so many phone calls and how to solve issues within one phone call. They should not just be booting customers with issues off their contracts. All in all I don’t really mind though as I got an amazing plan, saved about 2 months’ worth of services, and got out of 4 contracts 1 and a half years early.
Last edited by quicks6 on Jun 20th, 2019 8:49 am, edited 1 time in total.
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105 replies
Deal Addict
User avatar
Nov 25, 2004
1729 posts
797 upvotes
London
dont deal with scam companies like rogers/bell or any of the other big companies. if u can stick with smaller companies u wont have to keep calling them to get credits. i use start.ca for internet and public mobile for phone and i haven't had to call them for years.
Deal Fanatic
User avatar
Oct 23, 2008
9800 posts
6230 upvotes
Toronto (Markham)
What do you mean by balances? That's how much money you owe them?
Tis banana is IRIE :razz:

10% off is cold, 50% off is warm, 75% off is hot, but FREE IS RFD!
[OP]
Newbie
Jun 18, 2019
38 posts
19 upvotes
chimaican wrote: What do you mean by balances? That's how much money you owe them?
I have an outsnding ballance from my last bill and current bill which comes up to about $540. They said they will waive this as well.
Deal Fanatic
User avatar
Oct 23, 2008
9800 posts
6230 upvotes
Toronto (Markham)
quicks6 wrote: I have an outsnding ballance from my last bill and current bill which comes up to about $540. They said they will waive this as well.
That's quite a bit of money you owe there.
Tis banana is IRIE :razz:

10% off is cold, 50% off is warm, 75% off is hot, but FREE IS RFD!
[OP]
Newbie
Jun 18, 2019
38 posts
19 upvotes
chimaican wrote: That's quite a bit of money you owe there.
its 270 after taxes for 4 lines each month. I didn't pay last months services as I received this letter. Its a good thing i didnt either since they are paying for it. :rolleyes:
Deal Addict
User avatar
Sep 13, 2004
4809 posts
853 upvotes
Ive had that experience in the past. Theres nothing you can do. Your just deemed more trouble than your business is worth (aka blacklisted). I switched carriers but later on I was able to sign up again under Rogers.
"The first rule of RFD is, you do not talk about RFD."
Deal Addict
Dec 6, 2002
4197 posts
2219 upvotes
Vancouver
You must be quite the pain in the ass to be paying Rogers $270/month and they don't want your business. :)

Ron.
Deal Addict
User avatar
Feb 13, 2015
1350 posts
1128 upvotes
Toronto, Ontario
You must of done something you are not telling us about OP, why they would randomly do this makes no sense.. Have you commited any fraud or anything?
😎Thanks RFD😎
Deal Expert
Aug 22, 2011
30976 posts
16734 upvotes
Ottawa
Are you certain robbers isn't going to send the outstanding balances to collections?
[OP]
Newbie
Jun 18, 2019
38 posts
19 upvotes
blackbirdman wrote: You must of done something you are not telling us about OP, why they would randomly do this makes no sense.. Have you commited any fraud or anything?
Their reasoning was that it was not profitable to keep me as a customer. I must admit I have received a high amount of credits but last i checked requesting good will credits and fee reversals is not fraud. Their other thing was that I have called to many times within a 1 year period. In regards to this, no one is calling rogers to have a talk with them. If I am calling Rogers there is a reason so it doesn't matter how many times I call if the issue hasn't been resolved. Would Rogers count how many times they called you if you owed them money? I have had my account with them for many years and they were extremley good to me even during this process so nothing against them. I just didn't know a company can kick you for not being profitable.
Last edited by quicks6 on Jun 19th, 2019 2:09 pm, edited 1 time in total.
[OP]
Newbie
Jun 18, 2019
38 posts
19 upvotes
vkizzle wrote: Are you certain robbers isn't going to send the outstanding balances to collections?
I have multiple emails and refrences to them stateing my balance and all cancelation fees will be covered by them.
Last edited by quicks6 on Jun 19th, 2019 2:11 pm, edited 1 time in total.
Deal Guru
User avatar
Mar 23, 2008
10297 posts
6550 upvotes
Edmonton
quicks6 wrote: Their reasoning was that it was not profitable to keep me as a customer. I must admit I have received a high amount of credits but last i checked requesting good will credits and fee reversals is not fraud. There other thing was that I have called to many times within a 1 year period. In regards to this, no one is calling rogers to have a talk with them. If I am calling Rogers there is a reason so it doesn't matter how many times I call if the issue hasn't been resolved. Would Rogers count how many times they called you if you owed them money? I have had my account with them for many years and they were extremley good to me even during this process so nothing against them. I just didn't know a company can kick you for not being profitable.
Why would a company want to keep doing business with you as a customer if it's not profitable to them? That would be a poor business model.

C
Deal Expert
Aug 22, 2011
30976 posts
16734 upvotes
Ottawa
quicks6 wrote: I have multiple emails and refrences to them stateing my balance and all cancelation fees will be covered by them.
Ok, free phones :)
Deal Guru
Aug 14, 2007
10303 posts
1556 upvotes
Toronto
Waive the balance? Lol. I'll put money on the fact that you'll think the balance was waived and then you eventually start getting calls from collections agencies.

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