Customer Experience Feedback

[Jlyn1222021]

A Disrespectful and Frustrating Experience with Rogers – Shocked by the Treatment After 15+ Years

I’ve been a loyal Rogers Wireless customer for over 15 years, along with my wife who’s also been with Rogers for just as long. We’ve never had a reason to complain—until now. What happened recently was a complete failure in customer service and respect.

I reached out to inquire about a plan change and to see if any loyalty options could offset a $75 fee. I was placed on hold for nearly an hour and then transferred between multiple agents, including Marie and Kathy, who had me repeat my request again and again. After nearly two hours, I was simply told “no”—something that could’ve been handled in the first few minutes.

What made this worse was how hard it was to escalate the issue. I had to ask for a manager’s contact multiple times before someone reluctantly gave it to me. This shows a clear lack of transparency and concern for the customer experience.

This was not just a waste of time—it was a disrespectful and damaging interaction that disrupted my day, my work, and time with my family. The fact that loyal customers can be treated this way is shocking.

We are now strongly considering moving both of our lines to another provider like TELUS, where we already have corporate plan options. Rogers needs to seriously review how they treat customers who have stood by them for over a decade.

***Edited Labels***

[RogersCorey]

Good morning @Jlyn1222021,

I am sorry that you had to go through all that and were given a hard time when you asked to be escalated to a manager. 

I would like to investigate this interaction on your behalf. I will formally take in your complaint to ensure all the right stakeholders see it and action is taken to correct this behaviour in the future.

We'd be happy to take a closer look! Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

~RogersCorey