Rogers changed ownership of account twice without permission

[Mach1Chris]

So here's the deal. Twice now in a 3 year period Rogers has gone and changed the ownership on my brother-in-law's account (who is a legal adult) to his mother's name. Both times it was done when they were offering his parents a deal on cable and home phone. Both times, mobile phones were never mentioned as there were none associated with the name of the person owning the account nor tied to the account itself. The accounts were completely separate, the only thing common between them being the mailing address. Twice now Rogers has gone and changed the ownership of his account without his permission. I don't want to make a big deal of this, but to me this is a serious privacy concern. If Rogers can go in and remove ownership of your account without so much as notifying you, what else are they/can they do without your permission?

Regardless, he just wants to get this solved. It has now been a week of running around.

Monday the 23rd - call Rogers, they don't even want to speak with him. Escalate to a manager, we get to speak with the "floor manager" who says no problem, he creates a case and it will be resolved within 48 hours.

Wednesday the 25th - call Rogers, the change has not been done. Spend over an hour on the phone because the person we were speaking with needed help from a senior representative to look up the information. Finally comes back, apologizes, says it is in process and we should never have been promised 48 hours as it can take at least 72 hours. Says we should check back Thursday.

Thursday the 26th - instead of calling and spending hours on the phone, he just checks his online account and still his mother's name pops up and now even the cable and home phone are linked to HIS online login. Great!

Friday the 27th - checks his online account again, still the same deal. He calls Rogers again, and this time they say that there is nothing at all in the system indicating anything has been done at all! Says they don't know what other people did or promised, but there's nothing in there. So they said they've now made the change and it will be ready in 48 hours guaranteed.

Sunday the 29th - checks his account again, still no changes.

Monday the 30th - checks his account again, still nothing done.

So now it's been over a week and his account is still in limbo. I've personally had good experiences with Rogers when dealing with issues so I've always called BS at everyone on here who complains. To experience this type of run around first hand has been pretty eye opening.

Anyway, the whole reason he's eager to get his account fixed is because he wants to upgrade to the iPhone 4S. He got a 3G 3 years ago and his contract is up and he's never done a hardware upgrade. Telus is offering a pretty crazy corporate deal at my work that is extendible to 5 friends/family members (350 min, cid, vm, unlim txt, unlim 6pm+ and wkends, 6gb data, tethering and a $300 activation credit for $50/month+tx, no system access fee or whatever they're calling it these days) and he was hoping Rogers could match it as he was happy with the service.

Needless to say he's now completely fed up and just wants to port out to Telus. However, he's worried that with his account in limbo like this, he could risk something going wrong. One of the many reps he spoke to said they'd have to create a new account and move his stuff over. Does anyone have any insight into this? When looking at the online form to sign up for this telus deal, they ask for the phone number and the account number he's porting from. We're afraid that if somehow Rogers changes the account number, his phone number might end up in limbo.

Any help would be much appreciated. Sorry for the novel but our frustration level trying to get this resolved is through the roof right now.

[katkit]

I dont know how to fix the problem, but ouch is all I can say.

As for
Telus is offering a pretty crazy corporate deal at my work that is extendible to 5 friends/family members (350 min, cid, vm, unlim txt, unlim 6pm+ and wkends, 6gb data, tethering and a $300 activation credit for $50/month+tx, no system access fee or whatever they're calling it these days)

How do I get to become your friend lol?

[DataDude]

So now it's been over a week and his account is still in limbo. I've personally had good experiences with Rogers when dealing with issues so I've always called BS at everyone on here who complains. To experience this type of run around first hand has been pretty eye opening.

Welcome to the club, and welcome to Rogers. I'm glad that you realize that it's always best to speak up when you have an experience, either positive or negative, with a company, and that if you keep silent no one will ever hear about it.

Regarding your issue though, are you absolutely positive it's the name on the account that's been changed? I've had many experiences where Rogers (w/o my permission) added another "authorized person" onto my account; apparently it's policy to do this basically on whim, if ever two people happen to interact with Rogers on the same call, even if it's just "hang on, my friend also has a question about his Rogers account, let me pass the phone to him."

Undoing the change should be as simple as saying "please remove all of the authorized people on this account except for [name]."

For additional security, I'd recommend adding a PIN to the account (you'll need this when you port too) and always doing everything on a separate call.

[Mach1Chris]

katkit: haha well they're offering that corporate plans to a lot of companies now, I'm sure someone you know can get it and they just don't realize it

DataDue: Yes, they fully changed the name on the account. That was the first thing we verified because when we originally called, they didn't even want to speak to him because he's not even an authorized user on his account. Also when he logs in to the rogers online account, his mother's name shows up. I'll definitely get him to set a PIN once this is fixed, thanks for the tip!


Update Feb 1st -- STILL NOT DONE. Ridiculous.

[bubble.tea]

If you don't have a PIN on your account, Shame on you for tricking me once....Shame on me for Tricking...me twice?? LOL. Gotta loveD ubya.

No but seriously. Who doesn't have PIN??? Would've stopped dead in their tracks, that n00b rep who was trying to pull some bundle promo quota kick-back without proper authorization. didn't read the entire thing, but that's the only logical explanation I can offer as to what happened.

[RogersNicolas]

Hi Mach1Chris,

Sorry for this experience.
@RogersRavi will assist you on Twitter.

Nicolas
@RogersNicolas | Rogers Social Media team

[Mach1Chris]

Thanks Nicolas, much appreciated.

bubble.tea: it's definitely a lesson learned. In the 3 years he's been with Rogers he only had to call them twice (for this issue we're talking about) so it's not something that everyone knows/thinks about I can tell you one thing though, I'm going to call and get a pin put on my account as I don't have one either. You'd think I know better but I guess not I'm sure he'll get one on his account after this if he ends up staying with Rogers and doesn't port out to Telus.

[TLS2000]

They did the same thing to me a couple of years ago. My bill was still coming in my name, but the account holder got switched from me to my father. They refused to talk to me until my father called in and threatened legal action.

I only found out about it because I tried to make a change on my account and they wouldn't let me.

Sent from my SGH-I727R using Tapatalk

[Mach1Chris]

So Jason from the Office of the President called on Feb 2nd. He was insisting that the change was made in a store (uhm no my brother-in-laws parents called to add a home phone to their cable account, nothing else, no stores involved) and that there's no way the accounts could be consolidated without us requesting it (wrong once again). He was pretty arrogant and somewhat condescending, but we let it slide in hopes that we could get this resolved. Once again, he says they have to speak to both my brother-in-law and his mother at the same time and of course she was at work. Without them both on the line he insists he cannot make any changes at all. So Jason @ the office of the president scheduled a phone call with him for last Tuesday when his mother was home between 12 and 3pm. Jason nor anyone else ever called. My brother-in-law called Jason again on Wednesday and left a voicemail. No call back. Called again on Thursday twice, no answer, left voicemails both times, no callback.

Friday morning he's in class and finds a voicemail afterwards from someone completely different (a female voice instead of Jason). They indicate everything's been fixed now without ever even talking to his mother and him after waiting over a week and them insisting there's no way they would do anything without having them both on the phone. This was only half of the reason we ever called, so he tries to call Jason again, no answer of course. I sent another message to Ravi on the Social Media team on Twitter complaining and then Jason magically calls within hours. Tells him he's giving him an additional $100 credit to his account. My brother-in-law brings up the new phone/plan and tells him what is on it. Jason says they will match it and that he has put a note in the account so he just has to call back and they'll take care of it. I don't understand why he wouldn't take care of it but I wasn't on the call so I couldn't ask.

So tonight we call in and explained the situation and asked to be transferred to customer relations. They transfer us over and we get in touch with someone. We explain the situation and he tells me to explain the offer from Telus. I start going through it and he interrupts me and says "I'm going to stop you right there because I have absolutely nothing like that I can offer you". I tell him what Jason at the Office of the President said and he reads the note and says the note that was left only says that we are looking to get a corporate plan offer from Telus matched, nothing about Rogers matching it. Says he cannot do anything for us.

So Rogers has completely failed on this one. Their so called "Office of the President" was a complete disaster. If that's how they want to represent their company at the "highest escalation point", that's seriously disappointing. After a 3 week long saga trying to get this sorted out, they ended up fixing the accounts that they messed up in the first place, waiving his last month's cell phone bill (did nothing for his parent's cable & home phone account which they also messed up) and giving him a $100 credit.

Unfortunately after all that, customer relations made their stance clear that they didn't want his business. They didn't even attempt to make any alternate offer or even try to retain him as a customer. It's unbelievable that Rogers can drop the ball on so many different levels. Needless to say, he's making the switch to Telus and the order has already been placed. His parents are also pretty ticked off at all of this and will be looking at moving whatever services they have away from Rogers.

[DataDude]

Hey Chris, thanks for sharing your experiences with us.

Milage with retentions varies greatly; occasionally you'll encounter a rep who throws discount after discount your way with little resistance, but, particularly in the recent climate, reps tent to be incredibly condescending and will not honour even the basic notes already on your account, let alone work with you to come up with a plan that meets your needs.

But with that being said, I've rarely heard of such a horrible experience with the office of the president, a department which is supposed to specialize in resolving problems quickly and to the satisfaction of the customer.

I recommend contacting Rogers_Chris or one of the other members of the Rogers social media team again, and ask them to send your post verbatim to the appropriate channels for feedback. Meanwhile, I don't blame you at all for leaving.

[bubble.tea]

....But with that being said, I've rarely heard of such a horrible experience with the office of the president, a department which is supposed to specialize in resolving problems quickly and to the satisfaction of the customer.....

really? rarely? It seems I've read of quite a number of equally poor handling fiasco's from the OOP of late. Really a shame. I wished that they would've been a reliable office capable of reminding people of what excellence in customer service meant.

[ircu]

What is really sad is any CSR could do these "OOP" fixes if they were allowed to do them. Thats the only difference between a normal CSR and OOP is what they are allowed to do not what they can do. Hell they sit next to each other in the call centre.

[Joey_G_1975]

Where's the Rogers Social Media team now? LOL. I was listening to the "livedrive with John Tory" and he had a guest that was fighting some big corporate lending company over it's business practices. He fully supported and praised the guest in how she managed to get the attention of the lending company through the use of social sites and blogs and effectively reaching out to many other people in similar situations as her. I couldn't help but think of the irony! During the program he points out how he was the former CEO and president of Rogers himself. I believe he currently is a boardmember. Sorry but after I read the OP I just couldn't help but chuckle a bit. BTW ... I believe he would have made a fine premier of Ontario and Mayor of Toronto.

[GrenaDeD]

Hey Mach1Chris, thank you for sharing the experiences in such a coherent and easy to read manner.
It was an interesting read but it was disappointing to hear of such bad customer service you received, the OOP didn't have to be arrogant and condescending. That was outright rude!
Rogers better get their act together and tell their reps to be more professional.

[RogersNicolas]

Hi Mach1Chris,

First off, I'm sorry to hear about that bad experience.

To take the different situations separately:

I'm glad that the original issue on you brother-in-law's end was resolved. But ultimately, it really is unfortunate to see him go.

On the retention situation, it seems that there's been some sort of confusion. Our policy is that we do not do price matching but I'm sure that the rep did everything he could, in the extent of what can be offered.

Finally, I understand that there's still an ongoing issue with your brother-in-law's parents and I'll PM you regarding this matter.

Thanks for this detailed feedback. On my end, it's already been shared with our teams.

Nicolas
@RogersNicolas | Rogers Social Media team