Rogers Communications review: Urgent concern regarding misleading information & unfair charge

Dear Rogers Customer Support,

I am extremely disappointed and frustrated with the way my recent plan change was handled, and I feel misled by one of your employees. When I decided to switch my plan, I visited a Rogers store near Maharaja Indian Restaurant and Dollarama in Surrey. I clearly informed the representative (named Simran) that I reside in Nanaimo and was only visiting Surrey for my boyfriend’s birthday. After discussing my needs, she completed all the paperwork and processed my payment. However, at the very end, she told me that she was giving me a temporary number and that I must return to her store in order to get my original number back. This was highly inconvenient and seemed unnecessary, but I trusted her guidance.

While I was in Whistler, I visited another Rogers location and shared my experience with them. They informed me that there was absolutely no reason for me to have been given a temporary number and that this was likely done just to boost her sales. Within two minutes, they were able to restore my original number without any additional hassle. I was grateful for their help and initially chose not to report the misconduct by the Surrey employee, even though she clearly wasted my time and misled me.

Now, two months later, I receive an email stating that a discount I was given is being revoked because it was a mistake. This is completely unacceptable. Why am I being penalized for an error made by your employee? If I had known that my plan would cost more than what I was previously paying, I would have never agreed to switch. I used to pay $50/month for my plan, including a financed phone and data. Now, with a cheaper and leased phone, I am expected to pay more? This is completely unfair and feels like yet another instance of misleading information.

If Rogers is hiring employees who are not properly trained to guide customers, why should I be the one to suffer? This situation has already caused me inconvenience, extra costs, and unnecessary stress. I expect Rogers to honor the discount I was given at the time of my plan change, as this was not my mistake. Additionally, I strongly urge you to take action against misinformation and poor customer service at your stores.

Please provide a resolution as soon as possible.

Sincerely,
Mehakpreet Kaur