My complaint:
I moved on June 30 and opted for Rogers for internet and TV. When on the call ordering I was offered a deal that would reduce my mobile phone costs, so I said okay to that as well. SIM card for the new phone service arrived but I was not well enough to deal with it right away – I have terminal cancer and some weeks are more difficult than others. Before I installed the card to switch phone providers the Rogers outage happened – a timely reminder that I should not have all of my communications eggs in one basket in case of emergency. So, I did not put the Rogers SIM card in my phone and remained with another provider for mobile phone service. Because it was impossible to reach Rogers shortly after the outage due to call volume, I waited until July 30th to connect with them. I was informed that I would have to pay for the month of July but that the mobile service would be cancelled effective July 30th and account credit posted as required. 3 MONTHS AND 5 HOUR-LONG CALLS LATER! I finally got them to stop billing me monthly for the phone just a week or so ago, but the credit for the amounts they have billed me for mobile service continue to add up. Just two weeks ago I was sent a service disconnect threat. I have estimated what I owe them for internet and TV and have been paying that, but now they threaten to disconnect my service for an amount they know I don’t owe them because they cannot figure out how to post a damned credit. I’m tired, unwell and frustrated. And believe me when say that this experience and just the thought of calling them again and wasting another hour is causing me more angst than the fact that I am dying from cancer. I could switch provider for TV and internet but then I would again have all of my communications eggs in one basket which is not going to be helpful in an emergency if one provider has issues. It should not be like this.
Suggested solution:
Post the credit to my account!!!!!!! I assume that will stop the automated threats to disconnect service for overdue payments (which I do not owe Rogers).
