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  • My husband and I had a terrible experience with Rogers, we would have given them zero stars if we could. We moved from Toronto, Canada to the United States last week and when my husband spoke to the representative on January 21st i.e. a month ago regarding our move and if we would be able to unlock our phones in the US, the representative NEVER TOLD US that we had to give a 30 day notice to terminate our mobile service. They then slapped on an $63 cancellation charge on both of our phones FOR NO FAULT OF OURS. We spent close to two hours on the phone with two different customer service representatives, the first one was completely obnoxious, downright arrogant and extremely rude. After asking to be transferred to a "Business Manager" we spoke to one who gave us some drivel about how businesses operate and what their "Company Policy" was which, hello, we asked about when we called a month ago. But THE REPRESENTATIVE WE SPOKE TO DID NOT THINK IT NECESSARY TO LET US KNOW WHAT THEIR COMPANY POLICY WAS WHEN WE ASKED ABOUT THE CANCELLATION!!!!!! So here we were legitimately requesting them to waive the cancellation fee and they did it for my husband's phone. But after wasting two hours explaining the obvious to them and whose fault it really was they still left us with a $40 cancellation charge for my account even when my husband discussed both of our accounts with the representative last month. We have spoken to several phone companies in the US and have never had a single experience remotely close to the stress and heartache that Rogers has caused us. They are a completely callus and arrogant organization filled with fools who parade as customer service representatives. PLEASE TAKE YOUR BUSINESS ELSEWHERE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! UPDATE 03/02/2014: Our issue was escalated by Rogers. We received a voicemail from a Rogers business manager asking to call back to discuss the one month notice issue. My husband called back and to his pleasant surprise, received a full refund for the last month of our service. Robert, the business manager, was very courteous and completely understood our situation. I give him 5 points for behavior, courtesy, empathy and professionalism. So now, we are paying what's fair i.e. the buyout of the phone and a $50 unlock fee (which is pretty steep in my opinion but let's leave it for another discussion). The final month's fees have been refunded. Thank you Robert, no thank you the previous unyielding, harsh business manager.
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