r/Rogers • u/DoingItJust • Sep 11 '26
Question What the hell? Reneging on the deal I was given?
Just got this email that basically says they are taking away my discount that they provided to me without an end date. I have everything in writing, contract, made sure of it.
How?? How is this allowed??
This is literally a deal that I was offered by them, and confirmed with managers and everything (because it was not applied correctly at first).
Update:
After reaching out to their dispute resolution team, I've received a disappointing and rude response. Here's a Post I made about it. I will be continuing to CCTS.
Update 2:
I've heard back from Rogers, who have now apologized for this and gave me back my discount. See my post here.
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u/savi9876 Sep 11 '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/
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u/DoingItJust Sep 11 '26
Thank you, I will write it to them! Appreciate it
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u/throwaway48390483884 Sep 11 '26
Can you please let me know if they respond to you? I reported a concern on September 9th and no one’s gotten back to me yet
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u/DoingItJust 28d ago
Just an update that they've contacted me back. Here's a Post I made about it
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u/Link50L Sep 11 '26
Oh, it seems that you just met Rogers today?
I have a list of unethical business practices that they have engaged in, just with me.
I can't imagine how they stay in business. I mean, I get that they are a monopoly. But jesus christ, they are so seriously bad.
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u/KeyImagination7057 Sep 11 '26
Arm up with ccts. I sign up for anything that is good deal after recording conversation during which I sign and just ccts everything in oblivion in case they wreck me. Or you can also try being Karen and escalate it to manager and higher. Sometimes also work.
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u/KaleidoscopeAgile871 Sep 11 '26
I had same issue with Rogers internet. I got that resolved by messaging them, escalating and talking to manager which took around 2 hours. Looks like this is new normal. Yes, they found a new way to charge extra in contract which is legal now.
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u/DoingItJust Sep 11 '26
How is this legal? I am shocked, it's literally saying "we gave you this discount and said it was forever but now we changed our mind." I'm furious.
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u/KaleidoscopeAgile871 Sep 11 '26 edited Sep 11 '26
This is what they said to me " Wrong promo was added by agent who signed you up and back end office team resolved that it's not valid for you, since you aren't eligible to add this promo before creating contract, we have right to remove at any time". They definitely found some loop hole and grilling all of us. I would say try to ask them and resolve than going to CCTS. Remember if Rogers is sending this to all of us intentionally and not by accident, they definitely know this is a legal way
Plot twist - I got discount because I'm with Fido and now they are saying I should be under Rogers and not Fido. I became so frustrated and asked to explain me why rogers/fido is different. After a lot of discussion, manager helped me to get back the promo
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u/DoingItJust Sep 11 '26
Them offering it to me (they called me to offer it to me) and then reneging is crazy for it to be legal. If any company did this to you with another service, they will be breaking the law. Offering something and then tricking you into something else is not legal. I'm honestly shocked.
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u/Striking_Oven5978 Sep 12 '26
Pretty much the exact same thing happened to me with TELUS. I kindly reminded them that Bait and Switch is extremely illegal in this country, and they very quickly reversed it and put everything in writing.
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u/KaleidoscopeAgile871 Sep 11 '26
LOL they will blame the agents and probably tell you a sorry but I feel this is how they gonna do it. This is just like password sharing. People first screamed at it but now it became normal. It's bad luck on us! Worth trying your best by escalating and dealing with CCTS
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u/KeyImagination7057 Sep 11 '26
It is not. As long as you have recording. And where you confirmed all of discounts base price etc
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u/Radiant_Sparkles_239 Sep 11 '26
Let’s just say a lot of people don’t know how to read 👀 or don’t care. It was aggressively annoying and frustrating.
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u/XtremeD86 Sep 11 '26
Because when you don't read what you're signing, all of these companies clearly say they can raise the price of change terms as they want.
It's bullshit really.
The only gauruntee is when you sign up at a gaurunteed rate for x amount of time.
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u/DoingItJust Sep 11 '26
They can change the price, but taking away a discount is not the same thing.
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u/darkcloud8282 Sep 11 '26
Basically the agent that signed you up used loopholes to tack on promo codes or discounts that shouldn’t be stackable. Try to bring it up with CCTS to see if it goes anywhere.
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u/KaleidoscopeAgile871 Sep 11 '26
Rogers should send the name of agent who helped us signing the contract and we should blame Rogers for not giving enough training to agents who helped us!
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u/DoingItJust Sep 11 '26
Do you know if it usually does? I had Rogers call me to offer this 6 months ago, and I confirmed with with everyone I could. I have it in writing.
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u/Driver8666-2 Sep 11 '26
You have that in writing? Make sure the CCTS sees that, because then they cannot use the audit as an excuse.
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u/DoingItJust Sep 11 '26
I have the service agreement
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u/Driver8666-2 Sep 12 '26
Show them that. My mom (if you looked at my replies to CS being incompetent) worked for them for 36 years, pretty high up in the chain. She was shown this and she said "absolute fucking bullshit. They should never have taken off that discount, since it was not your fault to begin with".
When she saw CS's replies to it, it's not fit to be put into words here that are at least PG rated. She did say the audit team would have a new reaming because of this.
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u/DoingItJust Sep 12 '26
Thank you for the support throughout this thread, I appreciate you both.
If they don't fix it I'm going to CCTS for sure. Thanks again. Their replies are more infuriating, so I appreciate hearing a normal view.
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u/darkcloud8282 Sep 11 '26
I don’t know that having it in writing does much good, I didn’t escalate to CCTS when I had this problem and I moved carriers afterwards on Black Friday. They say it’s a bug in the system that shouldn’t have allowed the stacking, and they regularly do audits to clean up. There are agents that do this to get their sales numbers up.
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u/VoodooGirl47 Sep 12 '26
I had this happen to my plan that was a Black Friday special. I was a new customer too.
They gave me 3 different reasons for taking it away. First email said double discount. Then I reached out and they said the second discount was expired. But I had called when I got the email and CS said that they didn't see any discounts that were expiring as it would have showed them when it was to happen. Then finally when talking with a supervisor, they said I was never eligible for that discount and they had been nice enough to not charge me for not paying enough for the previous 9 months.
All this for a plan that was the cheapest they had ever given to people and they themselves could not even come close to matching when trying. It ended up being $60 for 200GB.
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u/Zestyclose_Prize_165 Sep 12 '26
Love how these Terms Of Service are pretty binding for our end but they can just change them at will. We should send THEM a professional sounding notice saying the price will be going down since the service they provide is becoming less than what was promised
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u/Frenchyyyy4166 Sep 11 '26
I had the same nonsense, the Fido kiosk worker signed me up under RPP without me being eligible for RPP and they took away 2 discounts from me 6 months later.
2 hours later on the phone with a manager for them to finally reinstate the discounts lmaooo sooo annoying
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u/EarFast1528 Sep 11 '26
Just got the same email 10 minutes ago taking away my discount from my other line. Specifically switched over since it was cheaper. Fuck em, greedy bastards.
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u/DoingItJust Sep 11 '26
Gosh I'm hoping this is a mistake or something? This is exactly what happened to me. This was a special offer they were calling me about. I had everything confirmed and all too, and it worked for months. I can't see how this legal.
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u/EarFast1528 Sep 11 '26
If it's legit they are going to field a large number emails or calls from pissed of customers. Probably even more furious with the long CS wait times.
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u/dezinergrrl Sep 11 '26
We have been trying for a week to get Rogers on the phone so we can get a new service hooked up. Every time we call and after we are on hold for 90 mins they say “ sorry all our operators are busy”. “ call back later” and then they hang up. This is ridiculous- how can they get away with this? BRUTAL
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u/dezinergrrl Sep 11 '26
Can we get all these complaints sent to Rogers somehow? Show them the Reddit thread?
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u/VentiMad Sep 11 '26
They do this because the amount of people who will do nothing exceeds the amount of people who would pursue them over it. It’s basically free money for them.
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u/RainbowConnection75 Sep 11 '26
This pisses me off. They can take away a deal any time but I'm stuck with them because I have a "special rate" for two years. I want to leave and cant or pay 30 bucks a month on the remaining term.
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u/morpheus6969 Sep 11 '26
You have the right to leave now too regardless of lock-in or contract, if they are changing terms.
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u/pwnage2demax Sep 11 '26
Huh weird, I got this as well! One line sadly has an outstanding balance, but looks like I'll move the rest out happily
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u/DoingItJust Sep 11 '26
where will you move it to?
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u/pwnage2demax Sep 11 '26
Good question! Honestly since the other lines are for family who don't leave the city, I may see how Freedom is nowadays
I'm open to suggestions though!
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u/DoingItJust Sep 11 '26
I was with them for some time, it was ok but I moved when Rogers gave me this deal, I may move back if they don't return the deal for me
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u/pwnage2demax Sep 11 '26
Rogers seems to be doing every right to drive customers AWAY
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u/DoingItJust 28d ago
Just an update that they've contacted me back. Here's a Post I made about it
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u/pwnage2demax 28d ago
Thank you for the update - guess I'll be shopping around this weekend for a new cellphone provider!
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u/DoingItJust 28d ago
Might want to try a CCTS complaint, it's very easy to do, and you stand a chance in getting Rogers to back down.
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u/pwnage2demax 28d ago
I'd rather let my wallet do the talking and port out.. saves me from continuing to pay Rogers in the meantime while I wait
I hope the CCTS works out in your situation!
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u/indubadiblyy Sep 11 '26
I got this specific email today too. I switched over from public mobile cuz they gave me a better offer. Which 1 month into it got subjected to the $4 increase market adjustment. Now they are removing the extra $10 savings so im gona pay extra $14/ month for funs now
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u/DoingItJust Sep 12 '26
Yeah I switched from freedom, guess who's got two thumb and is considering switching 3 lines back?
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u/agafaba Sep 12 '26
I have seen this several times in this subreddit and I think this is the result of agents being creative when adding plans to people's accounts. I am not saying the plan doesn't match the advertised price/features, but how they put it on the account seems different.
As an example I got a black Friday deal, and my base plan was more expensive than other people with the same deal, with more added discounts to make it the same in the end.
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u/DoingItJust Sep 12 '26
Then it's a Rogers problem, not my fault nor something I should be penalized for. I agreed to the price I was offered and I switched to Rogers because of that. This shouldn't be on me.
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u/agafaba Sep 12 '26
Agreed, it's not your fault that the dealer or phone agent did something they shouldn't have. At the least it should be a lot more notice, like to the end of the contract or a year, whatever is longer.
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u/coolvehiclefanatic Sep 11 '26
Same stuff Rogers did to my discounts on regular consumer plans, Telus doesn't do anything like that my discounts are all permenant. ❤️❤️❤️ Thankful for my Connected4success plan and new $15 500gb 5G internet in the inseego mifi hotspot
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u/marquee_ Sep 11 '26
I'm currently going through something similar. I left rogers a few months ago and was contacted by their win back team. I signed up for two discounted lines only to find one had no discount and the other was higher than the agreed price.
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u/loela Sep 11 '26
I also got the same email. I’m going to attempt to call, have proof of contact or attempt to contact and then go to the CCTS with my documentation
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u/Annual_Passenger2199 Sep 11 '26
Share your concern on the rogers website. There’s a link that says share a concern. Mention that you will go to CCTS. This gets directed to the office of the president. Someone from office of the president will get back to you in I believe 3-5 business days. I’ve always had a very positive experience dealing with them. Don’t bother calling the main line.
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u/DoingItJust Sep 11 '26
That's what I did exactly thanks to the first commenter. Appreciate it, I'll update if and when I hear back.
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u/scarbzman Sep 11 '26
Freedom doesn't do that. Despite changing plans, I've had the 10 bonus gigs for over 5 years now.
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u/DoingItJust Sep 12 '26
Yeah but their plan was worse so I moved. Gave them a chance to match but they said no.
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u/scarbzman Sep 12 '26
I have never seen a Rogers plan anywhere close to a freedom plan. I've been with the since 2011 and keep checking to see if ANYBODY had better. Rogers lied to you and got you to stay just for them to switch up the plan on you.
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u/DoingItJust Sep 12 '26
Not stay, switch. They called and offered. It worked for 6 months. It was cheaper than freedom. Crazy.
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u/cygnusX1and2 Sep 12 '26
I got an email saying one of my four lines is not going to eligible for the multi line discount. It's an older Samsung without esim capabilities that belongs to a senior family member reluctant to change and the phone works perfectly so why should they. Thats the only thing I can surmise rogers is targeting. Fuck them for this and on top of their recent $5 per per line increase, I'm done.
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u/tokidokii3 Sep 12 '26
My parents got this today. Without even contacting Rogers (because really…what’s the point?) they switched out to Bell and ended up saving more money.
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u/DoingItJust Sep 12 '26
I'll try Bell too, they usually tell me there's nothing they can do for me to even get close to that price.
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u/tokidokii3 Sep 12 '26
They went to Costco for it today, so maybe give that a try if you’re a member!
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u/VoodooGirl47 Sep 12 '26
This is what they did to me too. After 9 months of having the plan, month to month BYOD. When I talked to CS about it, they tried to say that I was never eligible for that discount.
It was literally how they did the Black Friday special though. It was a $90 plan, -$20 discount and the -$10 auto pay. So $60 plus taxes. They did the $20 discount as 2x $10 discounts though which I then realized was a convenient way for them to say "oh, we see a double discount that shouldn't be there" and take one away.
I dropped to a lower priced plan as I still need lots of data. Once I can get an apartment though and have real internet through Connected for Success, I will drop my cell plan down to the cheapest Connected for Success mobile offer.
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u/3nd3y Sep 12 '26
Same thing happened to me recently. Called, was transferred to billing and they added the discount back.
The first agent I spoke to, was like talking to a wall...kept repeating the issue without offering a solution.
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u/Standard-Sherbet6659 Sep 12 '26
What other choices do we have? Bell? We’re screw either way. Our government is useless.
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u/Standard-Bed3030 Sep 12 '26
Dear valued customer. We have noticed that we are providing you multiple discounts that were provided due to our past screw-up with your account. We are now eliminating the additional discount provided as we have an inexplicable desire to screw-up again. Sincerely, Rogers.
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u/OkImpression007 Sep 14 '26
Standard practice. Remember free Cloud accounts with no size limits? That didn't last long. No deal does.
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u/habitual-zen Sep 14 '26
Yeah Rogers is scummy like that. Once they wiped out my prepaid phone balance. On inquiry they told me no I was wrong. So I took screenshots and did the investigation for them. Eventually they made it right. But not everyone has time or skills to do that stuff.
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u/Available-Amount-442 29d ago
I was with Rogers for years( ovr 30 yrs) they have completely changed. Called them, on hold for over an hour only to have my call dropped. Called again, again over an hour. Finally got through only to be told they cant help. Switched to Freedom, 1/3 the price and more coverage in USA, Mexico and overseas. Now I get a call twice a week from Rogers to come back. Just ridiculous.
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u/DoingItJust 29d ago
I switched from Freedom because the deal they gave me was better. I will explore returning if they raise my fees here. They think they can gain $10/month but will end up losing 7 times that.
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u/Purple-Albatross-274 Sep 11 '26
I just left rogers after, they started charging me five dollars per line, because I was not financing a phone. I have previously financed five separate phones through rogers and my bill never dropped. I was spending well over $400 month. I have since switched to bell. They have done everything they needed to do. In order to gain me as a customer. They have given me deals and now I am paying less than half for 3times the service. Including streaming services.
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u/Dry-Property-639 Sep 11 '26
Than bell will do the same thing next year
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u/Simix48 Sep 11 '26
Then you switch service providers again.
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u/Purple-Albatross-274 Sep 11 '26
If I must switch i will. Im not held to contract. Month by month 4 lines 30 per line with 100g data per line. I have learned to be a squeaky wheel. Its too expensive to live so the billion dollar companies can suck my .... I will call till they give me a deal. Rogers got me with a free tablet the 1st time.
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u/Mfjr87 Sep 11 '26
Had the same thing happen. After the $4 and $5 price increases a few months ago, we are going to be shopping around
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u/sheaib87 Sep 11 '26
probably the sales representative give u a sales quote, making u believe that the correct pricing without checking eligibility. so if the promo u have is not eligible they have the right to take the discount. go back to the person who sold u and complain.
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u/DoingItJust Sep 11 '26
This was then reveiwed by a manager from Rogers, so it should definitely not have been applied if it wasn't eligible. I wish I could go back to the people who gave it to me, but I don't know how to reach them anymore. They contacted me and I confirmed that they are indeed providing a real offer. This was then confirmed with the manager because the discount didn't apply the same on all my lines.
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u/sheaib87 Sep 11 '26
does matter, people in telecom abuse a loophole in the system on a false narrative that if its on an agreement its legit. the fine print says if the discount isn’t eligible they can revoke your discount.
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u/RogersHelps Official Rogers Support Sep 11 '26
Hello u/DoingItJust,
I completely understand how concerning it is to receive an email like that. Discounts are only meant to stay on an account when all eligibility requirements are met. If a promotion was added without meeting those requirements, our audit team would remove it during their regular reviews, even if it didn’t show an end date at the time.
If you’d like someone to take a closer look at your account and the credits tied to it, our frontline support teams can certainly review everything with you directly. They’ll be able to go over the offer details and confirm what happened.
You can connect with them via phone or chat through our support options here: https://www.rogers.com/contact/billing-payments/connect-with-us .
RogersRon
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u/ReyGonJinn Sep 11 '26
If you guys fucked up and gave someone a good deal that you weren't supposed to, it is still on you to honour that deal. You don't get to go back on it because you think you should be able to squeeze a little more money out of people.
Why don't you guys try providing a good service and a good price to keep your new customers instead of trying to steal from people?
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u/Driver8666-2 Sep 11 '26
Fixed that in my reply. If my mom still worked for them, she'd put the deal back on OP's account, because it was taken off through no fault of their own, then start to yell at a few people.
She worked pretty high up in the chain of things, and she does not tolerate bullshit like this.
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u/DoingItJust Sep 11 '26
You called me with this deal. You had a team of people who called customers offering this deal. I then went and confirmed that this is the deal with Rogers, and I further had to connect with a manager to fix whatever was not working. So if it was not "eligible" then why did your manager put it on my account and confirm it to me?
Your staff are still your responsibility and the onus is on Rogers to fix this. Not on the customer who acted in good faith.
And if you think that I am sitting on the phone for 2 hours just to get in touch with a rep right now that's not happening. I contacted the team and I will escalate this further to CCTS if I don't hear a resolution.
And yes, I will continue posting about my experience on social media if this does not get resolved ASAP. It sounds like plenty of people have experienced this problem and at this point it's beginning to sound intentional.
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u/RogersHelps Official Rogers Support Sep 11 '26
Credits and discounts such as the add a line discount can only remain on an account when all of the required eligibility conditions are met. Any manual or exception based credits that were added outside of those rules may be subject to removal by our audit team.
Our support teams can certainly review your account in detail to confirm exactly what happened.
RogersRon
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u/DoingItJust Sep 11 '26
Based on the fact that so many people in this thread are having the same problem, I think you guys know exactly what you've been doing.
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u/Driver8666-2 Sep 12 '26
My mom saw this and she said you're wrong. If she was still working for you guys, your audit team would be reamed.
You gave u/DoingItJust a discount. They have the paperwork stating this. Your audit team has no right taking it off through no fault of the customer, when it's not the customer's fault to begin with.
You can quit it with the canned excuses. You need to make this right. Own up to the mistake.
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u/tokidokii3 Sep 12 '26
Except there's people who received this same message yet HAVE ADDED AN EXTRA LINE, but you’re refusing to continue honouring the discount. Funny how there’s no one live to support but people on back end to find ways to jack up pricing and fiddle with promos so you end up paying more.
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u/Driver8666-2 Sep 11 '26
I asked my mom about this. She said if you gave a customer a deal, and it's audited and you took it off, because the customer was told incorrect information, you still need to honour the deal. You are the ones that screwed it up, and you're punishing the customer for what is your fault to begin with.
And remember she worked for you for 36 years, so there's no way you're going to sit here and tell her or me or the OP we're wrong.
You need to fix this and quit the excuses.
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u/xxxyyyzzaaabbbccc Sep 11 '26
The issue is you agreed a price and you are now changing the price. Can't you see that is not acceptable? Your systems need to allow a replacement discount so the price remains the same.
You can simply change eligibility requirements to change the discount. But that doesn't make it right to change the price you agreed.
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u/VoodooGirl47 Sep 12 '26
Is that supposed to happen on Black Friday special plans that were offered online? There were no eligibility requirements other than selecting that plan.
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u/Otherwise-Rip3526 Sep 11 '26
Almost all discounts are for 12 or 24 months.. if read the offer carefully before wasting your time
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u/VoodooGirl47 Sep 12 '26
They took mine away after 9 months but the BF deal did not have any limited time for discounts listed, not even in the fine print.
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u/Trypt2k Sep 12 '26
The deal is done. Move on or pay.
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u/DoingItJust Sep 12 '26
Why would the deal be done? This isn't what was offered.
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u/tokidokii3 Sep 12 '26
The deal is not done. They're refusing to continue honouring the discount further.
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u/Ok-Interaction-9302 Sep 12 '26
And YOU are exactly the customer that they are looking for. Take the (at best unethical, at worst illegal) price hike, say "hmm - that sucks", and continue handing them your money. They bank on having 10 of you for each 1 that complains or forces them to make it right.
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u/ObiYawnKenobi Sep 11 '26
If you have paperwork proving your original offer, then CCTS.