My husband has been with Rogers for many years, therefore, I enquired with Rogers to see if they would be willing to match a plan for me that I have on offer from Telus. They said yes and I ported my number over. Several months later, I enquired to see if they were willing to provide the same plan to some family members and they had no hesitation. One month was billed correctly, however, the charges increased in the subsequent months. Upon speaking to one customer service representative for clarification of the extra charges, she said she does not know why another rep. would have given me such a plan at that price (including all 4 other lines at that price). She said that if their supervisors knew, they would be in big trouble. She said they cannot provide a plan at that price even though I had signed a THREE year contract for FIVE phones at that price for the plan!!! She said she is sorry but there is nothing else she can do but gave me the option to cancel the phones and provide them with an early cancellation charge of $400 per phone - $2, 000!!! She said she can forward the matter to the Finance department and they would probably rescind all the credits provided on the plan so then it would cost more than double the plan of what I had signed the agreement for.

Is it a blatant scam that Rogers can lie to a customer that they will provide a plan at a specific price for the entire commitment period just to get them to sign an agreement and then automatically change all the terms without advising the client?!!! Are they bound by what they promised the client as that is what I was expecting the contract to be? It has been such a frustrating experience dealing with them about this!!! If the employees were not supposed to give me such a plan to begin with, I would understand and not expect anything further. Why would they be willing to do something that will get them in trouble with their employer just to please the client?!!!

Anyone dealing with Rogers, beware!!! You would think a reputable company like them would not scam their own clients like that! I have never had such problems with Telus. When Telus signed me on a timed contract, they never changed any rates on me whatsoever!!!

I am currently a Bell Mobility subscriber. In early August, I called Rogers to ask them about their rate plans; to see if they were offering any plans that were more competitive than Bell. The representative I spoke to informed me regarding the new My 5 for students plan, and told me he would credit me 10$ a month for the next year (until my Bell contract was finished in order to ease the cancellation fee I had to pay with Bell). He told me to go to the Rogers store, pick out a phone, call back and he would honor the deal. When I called back and the other representatives were unable to honor that agreement. A few days later the same representative called me back and again offered that deal. I accepted and chose a phone, and he said it was going to be delivered to me in the following week. They were also supposed to port in my number from Bell. Over a month later, I still did not receive my phone, and I had already cancelled my plan with Bell. I was beginning to get worried because I knew I only had a few days left until the deadline that my phone number was going to expire (if it wasn’t ported out by the 1 month period post-cancellation from Bell). I called Rogers and asked them what was going on, and they said they had still not shipped out the phone. I basically told them to forget about it, that I was going to remain with Bell or go to another service provider, as they were not responding to my requests, nor had I received their product on time. I ended up resigning a 3 year contract with Bell two weeks ago, after they offered a similar rate plan.

I had contacted Rogers numerous times in the last month, and every time I spoke to someone different, who had no clue what was going on, and I spent endless hours on hold. I told them to cancel my account, not to send me the phone and to forget about it. They informed me they could not put a stop on the processing of the order, and I would have to deny the UPS package in order to cancel the account, which is exactly what I did when the UPS delivery person came by 2 weeks ago. The other day, I noticed I was charged approximately 80$ on my visa, and I received a cell phone bill for 12$ in the mail from Rogers. In addition, this morning, September 26th, I called Rogers to ask why they had charged me since I had already canceled my service, and rejected the UPS package, and they said they were going to look into it, and placed me on hold for another 20 minutes... A few hours later, my Bell cellular phone STOP working, and when I called Bell to find out why – they said that Rogers had contacted them this morning to port IN my number! I spent ALL day today on the phone with both Bell and Rogers trying to figure out why this happened, when I had just called to confirm the cancellation and inquire about the visa charges this morning. No one seemed to know why or how this happened. In summary, they have created a HUGE amount of complications, they did not hold their end of the bargain, and they were incompetent with their costumer service. I feel as if this company is too large to be properly managed, and their customer service has hence suffered the consequences. I am very unhappy with how I was treated, and with all the needless hang ups (or disconnections), being put on hold, the attitude I received, and the poor quality of service in general. I feel the public should know about their inadequacies and their lack of respect for customer integrity.

I called Rogers Customer Service on Sep 9/07 at around 6:30pm MST and after 15 minutes waiting, I spoke with a customer service representative who would not cancel a cell phone account over the phone. The contract for the cell phone expires Oct 4/2007 (i.e. next month).

When asked why I could not arrange to cancel/end the cell phone account on its upcoming expiry date, the rep said that she did not have an adequate security level; and then advised I would have to call back or go to a Rogers store.

Given the poor service, I used the time to look at alternative plans with Bell and Telus.