I called the Customer Service # – they transferred me to a special group of agents, retention or something like that when I told them I wanted to cancel.

I told this agent that i wanted to cancel and sign up with another provider who had lower rates and a free phone. He said he would be able to get me the iPhone for $140ish dollars. I did not want my plan to increase because I’m quite poor as it is so was not really interested. He said that he’d be able to offer me the following for $42 plus taxes coming to just over $49 a month.

500 text messages
250 daytime minutes (including 100 ld minutes)
Early evening/weekend free calling
500mb data

There was no way I could say no to this. So I agreed, picked up my phone at the Rogers store at the Pen Centre and signed my contract.

After about 5 months of having the iPhone with a number of issues with various things I received a bill this month that was odd. It said I had used 400 text messages for which I was allowed, plus 130 overage which were billed on top of my plan. This did not make sense because I get 500 a month so I should only have been over 30.

I Twitted my frustration with Rogers and to my surprise I got a message from someone on their support team offering to help. How cool was that? They managed to escalate my issue to the Office of the President. Great, right? Wrong. is who I ended up dealing with. She very quickly found out that my texting was off a bit and adjusted it to be the 500 a month and 30 over which I was fine with and happy she figured it out so fast.

She then proceeded to let me know that I was not allowed to have a particular credit and she would be removing it. How could she remove a credit that was offered to me by one of their retention agents to stay with Rogers? Morally and I’m assuming contractually that is something she should not have done. Why should I have to suffer because a representative of Rogers offered me a plan that according to her shouldn’t have been offered? This was not the 1st line agent either this was someone that I was escalated to that offered me this plan to stay with Rogers and not go to the competition so clearly they had more power than most agents.

So now my bill has increased putting me over the approved amount I agreed to. This is causing a huge deal of stress on my finances and at home. I basically would like my plan restored or be relieved of my contract. I would rather be a happy customer than a disgruntled ex customer. In my circle of friends I’m the one people go to for electronic and other advice. I would have no problem sharing my experience be it good or bad.

Grrrr. I am so unhappy right now

Big.

Smaller.