Day 2: Rogers Credit Operations

Day 2:

Tried calling their HQ today at 416 935 7777. The lady there didn't really understand what was going on and suggested that I speak to the customer relations department. I was transferred to the cue and ended up speaking to a representative in the wireless department (not customer relations).

This lady was a total bore, same monotonous voice stating the same scripted gibberish and not really giving me a response. I pleaded my case to her, and she put me on hold. She came back to say that I had spoken to a representative and a manager yesterday and they had informed me that I would have received a text saying you have activated "10 MB plan" and "100 text plan". This really pissed me off because I specifically requested the 40 minutes and 100 text data pack for $40. It ended up that I only received the 100 texts @ $25 which led to a $60 overage charge for voice. I told the lady that I wanted that reversed, and she had the nerve to tell me it wouldn't make a difference. This is where I sort of lost it, and promptly did some basic mathematics for her; 60 + 25 = $85 (what I paid) is $45 more than the $40 I was supposed to pay. She gave me the empathetic "I understand" which netted her about 15% quality which is all she was striving for (as it seemed to me). I asked her to get me a copy of that call that I had with the representative that only gave me the 100 texts as opposed to the 40 / 100. She told me that there was nothing she could do, so I told her to find somebody that could do something. She came back after a few seconds stating that only police officers, lawyers etc. could request permission for a recorded call as it violates their privacy. In that case, it violates my privacy to not receive a document that has my information and my case in it. I kept on asking her to see what she could do, and she kept explaining to me that she was useless and couldn't do much but recite some memorized gibberish. She did get me to raise my voice when she told me that it is my responsibility to monitor my phone (which it may be, but you should never blame a customer). I proceeded to put her in her place by telling her that it was that Rogers employee's responsibility to give me all of my options and ask more probing questions to find me a travel pack that met my needs, further more, if they weren't responsible then it should be Rogers responsibility to train their employees better to do what is asked of them or not hire them at all. I finally got fed up with her and got her to get me over to the accounts receivable department.

The AR department was total bullshit, the lady I spoke to was a total bitch and needs to be retrained or fried. She gave me my balance and asked if I wanted to pay the balance with her using a credit card .. HELL NO! I asked her for some options and she said that my phone would be cancelled on March the 4th if I did not pay the money. I told her that I am a student and cannot afford to pay it all so soon. She responded without empathy and told me that if the balance is not cleared, my phone will be suspended and the balance will be sent to a collection agency thus ruining the credit of the account holder. I knew this call would be useless so I wasted her time asking about where I could pay, how long it takes to process, and some random questions. I finally agreed to pay $200 today to at least start making a dent in my big ass bill and hung up.

Total call time: 1:03 = $12.36 paid by Rogers

$200 paid by me so far.

Robin = - $187.74