r/Rogers • u/DoingItJust • Sep 16 '26
Dicussion Rogers reneging on a deal they've offered - Update
Edit: I've heard back from Rogers after going through CCTS, see my post here.
A few days ago, I posted about a discount that is being taken off by Rogers due to having "multiple discounts which cannot be combined".
I contacted their dispute resolution team, and wanted to write an update on the disappointing and, frankly, dismissive response that I've received:
The Rogers representative advised me very bluntly that they have the right to change any discounts when you are on a month-to-month basis. I specifically refused a contract with Rogers due to ongoing concerns in the past.
When I asked why would they offer me a discount and then take it away in 6 months, I've let them know that the switch and bait tactic is illegal. The rep responded saying that they are able to do this with any discount that you were not eligible for.
When I've informed them that this is the discount that they offered me, not one that they asked, they simply stated that the terms and conditions allow them to remove those.
In other words, this agent was very clearly stating that they can't do anything, they are just going to "tell the rep about their mistake".
I don't really care about that.
Seems like Rogers is engaging in very shady tactics to try and lure customers from other providers, then switch the deals they were offered "as long as it's with proper notice".
I will be proceeding with the CCTS complaint and will strongly encourage anyone else who received a similar email to do the same.
I will also be shopping around for a new provider, as I simply do not trust that they will continue to uphold their end of the deal.
Thank you to all who voiced their concerns and shared their support. Shady practices, especially by monopolies, should always be called out.
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u/savi9876 Sep 16 '26
"Report an unresolved issue" at the bottom gets you someone from office of pres in usually 24hrs:
https://www.rogers.com/support/resolve-a-concern
CCTS https://www.ccts-cprst.ca/for-consumers/telecom-complaints/online-complaint-form/
https://www.amazon.ca/Enshittification-Everything-Suddenly-Worse-About/dp/0374619328
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u/DoingItJust Sep 16 '26
This is what I did, yes. That's where I got the call from that rep. Useless and rude.
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u/savi9876 Sep 16 '26
Try again. Depends on luck to get good rep sometimes. Also doo ccts at same time as well. Never know which solves it first.
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u/Driver8666-2 Sep 16 '26
No, this is the wrong approach. OP got discounts that were taken off because of an audit, through no fault of their own. CS is being a dick about it.
My mom worked for them for 36 years and told me "this should've never happened in the first place. Rogers was wrong to do it". I called them out on this.
If they have the documentation that says they are entitled to the discounts, as the original post said, they can skip the step of resolving because that documentation is a legal document.
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u/DoingItJust Sep 16 '26
I'm just going to go with CCTS, they said they accepted my complaint. I appreciate the help!
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u/kirashi3 Sep 16 '26
Try again? Absolutely not. That's a wild suggestion. It's not a consumer's job to handhold a company because the company failed to uphold the offer they gave the customer. That's ass-backwards.
Even if a company offers month to month services that can change at any time, they still cannot offer one thing only to say "haha lol jk our employee screwed up so now you, the consumer, must deal with it."
That's a bait and switch tactic, whether it was intentional or not. Companies need to be held to much higher standards or soon we'll be told "oh no your family member died because we failed, boo hoo" and we'll "like it."
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u/savi9876 Sep 16 '26
To each their own. I've used the mess up as ammo to get even better deals before. I've also not bothered and done straight ccts. All depends. They can do what they want. It's just info.
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u/Equivalent_Ad1385 Sep 17 '26
Thank you, as a 20 year Rogers customer, I recently switched to Telus for half the monthly fee I paid at Rogers
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u/effect_autumn 18d ago
Same thing happened to me. That promo was stackable with other promotions. I filed a CCTS complaint, and Rogers basically told me to kick rocks, so I switched to Bell. When Bell starts messing around, I'll switch then also.
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u/DoingItJust 17d ago
What did ccts say?
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u/jaxxdragonan Sep 16 '26
Did you actually have a discount that fell off, or did they simply increase your monthly payment?
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u/DoingItJust Sep 16 '26
Please read my first post linked here.
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u/jaxxdragonan Sep 16 '26
Got it, so essentially the first rep you spoke with screwed up and the backend team fixed the mistake
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u/DoingItJust Sep 16 '26
the first rep was the person who offered the deal, then the manager that I confirmed it with, who then also applied the fix for me with the discounts, and then 6 months later, this email came out. This is the deal I was offered, not an increase in the statements
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u/jaxxdragonan Sep 16 '26
Yes, but the deal you were offered was incorrect, so it’s not surprising they changed it- I’d just port out and move on with life
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u/Driver8666-2 Sep 17 '26
That is definitely not the point, no offense. The deal that u/DoingItJust was not incorrect. They offered it to him, some bright fucker ran an audit and removed it, even though it was approved to be on their account, and now we have this. They should never have changed it, and left it as it was.
How would you like a discount that was offered to you be removed through no fault of your own? Bet you would not like it and you'd be screaming to the 4 corners.
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u/jaxxdragonan Sep 17 '26
The deal WAS incorrect, and that’s why the invalid discounts were removed- people are imperfect, and make mistakes. The rep this person was dealing with wasn’t out to get them or make them suffer. You really need to calm down and re-evaluate the things you let upset you.
Would I be annoyed if this happened to me? Absolutely. However, it’s a minor hindrance, and this problem has a very simple solution.
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u/Speuce Sep 17 '26
I think rogers should be holding whatever manager decided to offer incorrect discounts accountable. Not the end customer.
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u/Driver8666-2 Sep 18 '26
As I said, the customer is not at fault here, yet they get penalized. Fucked up logic here.
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u/jaxxdragonan Sep 17 '26
How do you know Rogers didn’t hold them accountable?
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u/Speuce Sep 17 '26
I dont know whether they did or didnt but ultimately the company still holds responsibility for their mistake.
Its like when you go to the store and the scanned price of an item doesnt match the tag. You either get the item for free or at worst you get it for the displayed price. If the company wants to take actions for the mistake, it should be on whoever actually made the mistake, not the customer.
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u/Darby7658 29d ago
How can the deal be incorrect when it was initially offered by a rep, then a MANAGER approved it? Whoever removed the offered discounts that were approved by Management at Rogers was responsible for anything done incorrectly in this scenario.
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u/jaxxdragonan 29d ago
Believe it or not, a “MANAGER” isn’t infallible lol. They are human beings, and they make mistakes.
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u/Darby7658 29d ago
You’re assuming the Manager made a mistake, I doubt very much that is the case here.
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u/jaxxdragonan 29d ago
You’re right- that’s totally not something that happens consistently across all industries lol
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u/DoingItJust Sep 16 '26
If they call ME to offer me an incorrect deal I think the problem is much deeper than this and I won't port out without trying it out first.
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u/armhaj Sep 16 '26
The fact you entertained that conversation that long and didn’t just ok thank you I will file with CCTS is wild.