Rogers Communications review: Customer service - online chat and telephone

I initiated a call to Rogers customer service on December 19, 2023 at 6:12pm. It is now exactly 10:12pm and I am still on the line...holding. At first, I was on hold for almost two hours before a customer service rep answered the phone. While I was waiting for someone to answer, I started an online chat. There was also a very long wait for the chat. I did get a rep faster on chat, however, "they" were useless. Didn't understand the issue, and certainly didn't know how to resolve anything. Granted, there were two different phone numbers involved and we both got confused at one point, it was a useless conversation which resulted in nothing. I ended the chat after a rep answered my phone call (after being on hold for approximately two hours) and at the start of the conversation it seemed he was going to do his best to be friendly and helpful. I have been a loyal customer of Rogers for over thirty years and my monthly bills are close to $800 for the services we use as a family of five in one house. The gentleman kept putting me on hold "looking into my file" and "trying to figure things out". Without going into all of the detail, the conversation went the wrong way. he told me that I was not able to change my plan, which had been suggested by a rep I had spoken to approximately two weeks earlier. It is quite an involved situation with two mobile lines which I would really like to explain to someone in a position of authority. When this phone rep was not willing to help me, I asked to speak with a manager...someone who has authority to do something to rectify the situation. He said no one could help me. I explained that I am aware of the reporting structure (which I am) and that I wanted to speak with a Rogers employee who could make a decision, and had the authority to take action. After a long time, he said he would put me right through to a manager. He did not. He put me back in the queue and I have been listing to "music on hold" for more than an hour now. This is very disrespectful, extremely insulting, and incredibly frustrating. Rogers makes enough money to hire more staff and if for some reason people don't want these jobs (most or all of which are remote) there must be a reason. I am so angry right now that I'm not sure if I should continue to hold, or call back tomorrow evening after work to sit on hold again. How do you treat your customers like this - I feel so angry and insulted that I am truly confused. Why do you expect us to continue our relationships with you? I am out a lot of money and want my account fixed in a timely manner. I would like a reply. I am not writing this complaint just to vent. Business needs to be conducted in a proper manner. I would never put one of my customers on hold for over three hours...and expect them to still be waiting on the line...and give me more business. My name is Ronni. I would like to be contacted with someone in a position of authority please. Either your "consumer retention" department or the "president's office". I know both exist and I deserve that much. Words cannot explain my disdain for Rogers Communications right now. Please reach me as soon as possible on my mobile, at [protected]. I await a response. This is not good business and would not be good for others to know...however, there must be a lot of customers like me - angry and frustrated with your customer service. It should be against your protocol to do this.

Thank you. Please reach out to me immediately to solve this and try to move forward in a professional manner.