Rogers lies about contract, renews it another 3 years and doesn't tell me

[akbar_k]

Contract was coming to an end, but had no intentions of changing. I like GSM. In any case, turns out that I negotiated with Retentions and got a 10$ rebate per month. Not a lot but it was ok and life went on. That was a bit over a year ago.

Today I called to add another phone to our plan, and just to make sure, I asked to make sure all our contracts are done. Turns out, last time I called, about a year back, the CSR renewed my contract for another 3 years without telling me.

I wasn't going to, but now I want to cancel all my phones with these devils. In what other industry can you, as a customer, have zero paper trail as to what contract you have with whom?

I never got a new phone when I called a year back, so really, how can they say I have renewed?

What recourse do I have? Also, the CSR I spoke to today said she would change the cancellation fee to 200$ on my account (she said she made a note) because I was never told. But shouldn't I have no contract because I was never informed?

I feel like I'm being bent over a barrel by these thieves.

I wouldn't change to anyone else as the plans suck everywhere, and I like GSM, but I do NOT have a contract. Next time I call I am going to make them mail me, a letter, a real paper letter, saying that I have no contract.

It's absurd, they can say anything they want and I have no proof. Neither do they, but they are a huge company and have the courts in their pocket.

[rookie_cdn]

Wow! now does that s**k or what. really they need to change their brand name to robbers. it shocks me but not surprised at all.

I called up to upgrade to iphone on my corporate plan, and guess what price they gave me 599 for 8 gig....i gave the CSR and his supervisor some piece of my mind before hanging up for this ridiculous pricing, and that after 4 years as a customers with no upgradation.

So i would suggest you get hold of a supervisor and shout a bit, its quite ridiculous. only problem is the monoply, hope some canadian customers get some relief from such crooks.

[iempwnage]

Tell them to send you the renewed 3 year contract that has your signature or some sort of acknowledgment of the renewal.

If it doesn't have your signature/acknowledgment, it can't possibly be used in the court of law.

If your having problems, contact a local news station, and tell them the trouble your having. Bad publicity always shapes them up good.

- I have no law experience and if you really want to take this far, get some real legal advice. Be warned though, they charge anywhere from $100-$1000+ a session.

[Lava]

Contract was coming to an end, but had no intentions of changing. I like GSM. In any case, turns out that I negotiated with Retentions and got a 10$ rebate per month. Not a lot but it was ok and life went on. That was a bit over a year ago.

Today I called to add another phone to our plan, and just to make sure, I asked to make sure all our contracts are done. Turns out, last time I called, about a year back, the CSR renewed my contract for another 3 years without telling me.

I wasn't going to, but now I want to cancel all my phones with these devils. In what other industry can you, as a customer, have zero paper trail as to what contract you have with whom?

I never got a new phone when I called a year back, so really, how can they say I have renewed?

What recourse do I have? Also, the CSR I spoke to today said she would change the cancellation fee to 200$ on my account (she said she made a note) because I was never told. But shouldn't I have no contract because I was never informed?

I feel like I'm being bent over a barrel by these thieves.

I wouldn't change to anyone else as the plans suck everywhere, and I like GSM, but I do NOT have a contract. Next time I call I am going to make them mail me, a letter, a real paper letter, saying that I have no contract.

It's absurd, they can say anything they want and I have no proof. Neither do they, but they are a huge company and have the courts in their pocket.

If i were you, I would ask to speak to a manager, or someone who has power to give you a really good deal. Since you like GSM, there is no other choice, if you switch to fido, you are still supporting rogers, since rogers owns fido. So speak to the manager and tell him that you did not renew your contract and maybe he will give you a good plan, or change your contract to 1 year or 2 years instead.

Getting a lawyer involved IMO isn't worth it, you will pay more in 1 session then it would to cancel your contract.

[Nutchos]

Actually this happened to my dad too, he called to change in a plan then months later we found out they had renewed the contract because of it (without saying anything). He was so pissed that in the end he just canceled the contract (paid the remainder, there seemed to be no way around it) and changed companies just for the principle of it.

Funny thing is, he was only calling in to some feature when he found out (didn't have any plans to cancel). But now he'll probably never look back at rogers.

It's extremely bad customer service IMO. The CSR's are probably doing it to people they think will never find out just to make commission. I know for a fact that changing plans with rogers doesn't require a contract unless it's a promotional offer (still they should have you physically sign something).

[Angela V]

My hubby had a cell phone for 7 years, then it died. He ended up getting a new plan and a new cell phone. When we had problems with our billing the cs tried to tell him he was a new customer when he didn't like what they had to say and was trying to tell them what a loyal customer he had been. New plan doesn't equal new customer unless you are dealing with Rogers. duh.

[Derfel]

Ask them to send you proof that you agreed to extend your contract. It is within your rights to ask for it, and they have to supply that proof. If there isn't any proof, tell them you want the contract cancelled, or that you are leaving them as a customer. If they refuse, or charge you money - tell them without proof there is no contract extention, and contact small claims court.

I doubt it will get that far.

[al3x89]

Ask them to send you proof that you agreed to extend your contract. It is within your rights to ask for it, and they have to supply that proof. If there isn't any proof, tell them you want the contract cancelled, or that you are leaving them as a customer. If they refuse, or charge you money - tell them without proof there is no contract extention, and contact small claims court.

I doubt it will get that far.

Ya, and they always say "calls are recorded for quality assurance." So.. even if they have you on the phone saying "I don't mind renewing my contract," ask them to send that to you on a CD.

But would a verbal agreement even work? :confused:

[intercollector]

Ya, and they always say "calls are recorded for quality assurance." So.. even if they have you on the phone saying "I don't mind renewing my contract," ask them to send that to you on a CD.

But would a verbal agreement even work? :confused:

I've always wondered this too. In fact, I've been a rogers customer for over 5 years, and have never signed anything with them. Initially signed up online, and never signed anything online (but I guess you do click to agree to the terms of service...but does even that hold up in court??)

[kaiblu]

"I don't mind" is shaky acknowledgment at best. They should be like banks (another shining example of customer service :( ) and at least send you a new licensing agreement.

[CrazyJo82]

when you call retention to negotiate anything... your contract gets renewed. why would a company give you a discount and not tie you in?

adding features and renewing contract is different... if that was the case, someone screwed up on their end.

save yourself some trouble and ask/make sure that the contract isn't renewed.

[flexwong]

im 100% sure the catch of getting the $10 discount/month was signing a new contract. they won't just give you $10 off a month and this has nothing to do with HUP.

[HowEver]

Jeez, haven't you learned anything from the retentions thread? Just call back until someone fixes it. They will.

You're welcome.

[maxca]

A contract verbal or written is the same in terms of validity. Many people believe that signature changes anything, but it really doesnt as far as validity is concerned.

But all of the parties to the contract must obviously be consenting to it for it become valid (amongst other conditions). I cant see any consent being given if the customer isn't even aware that his contract was being renewed. Rogers must clearly disclose to the customer that they are renewing the contract and obtain a clear "Yes" for it to have any chance as a valid contract....

My suggestion would be to contact your province's Better Business Bureau if Rogers doesn't cooperate. They will point you in the right direction for free. And I'm sure you wont be the first one calling them about Rogers anyways.

Cheers.

[akbar_k]

Thanks a lot everyone, I now feel armed to tackle these SOBs properly.

I'm going to call them tomorrow and keep hassling them until they cancel my contract. Otherwise I will get the BBB involved, write a letter to the Toronto Star and Globe&Mail and National Post, and also of course take em to small claims court.

Also, remember that I simply called and was suddenly informed that I was on a contract, and they had renewed it without telling me. I had no plans to cancel my phone, and I'm not hurting for money. These jokers think they can do anything to us.

If they keep it up, I don't mind driving my car through the Rogers store like that Korean guy. Or maybe I'll just pull a killdozer on the Rogers HQ.

http://www.engadgetmobile.com/media/2007/04/kim-sk-telecom-car.jpg

When we talk about phone use leading to traffic incidents, this is not typically what we mean. It seems a gentleman in Korea -- we'll simply call him "Kim," since that's the only name we have for him -- got just a little upset when his shiny new Samsung handset still wasn't working after sixteen calls and two in-store visits to carrier SK Telecom. What really set the dude off, though, was a SKT employee suggesting that the phone be replaced with a different model when the original was out of stock (what nerve!). Next thing you know, Kim's chilling outside SK Telecom headquarters, filled with rage -- and, oh yeah, a 4,000 pound Mercedes with "Delinquent SK" scrawled across it. Them's fightin' words, of course, and SKT tried to get him to skedaddle. The attempt backfired, though, when Kim skedaddled right through the building's revolving doors. Lesson to carriers: do everything in your power to replace your customers' defective phones after a maximum of fifteen support calls. Lesson to customers: if you aim for the glass instead of the door, you can probably make it into the building without as much damage to the front end.

Via engadget (http://www.engadget.com/2007/04/11/man-returns-phone-to-carrier-without-leaving-car/)

[BadDrafter]

Robbers wireless did something similar to my brother.

[tylercanuck]

If they keep it up, I don't mind driving my car through the Rogers store like that Korean guy. Or maybe I'll just pull a killdozer on the Rogers HQ.

Very classy to threaten physical harm.

[coolspot]

If they keep it up, I don't mind driving my car through the Rogers store like that Korean guy. Or maybe I'll just pull a killdozer on the Rogers HQ.


That'll be wicked... you'll be a legend! :D

[JTF]

Anytime you change a rate plan it starts a new contract, however they have to tell you first and you need to agree with it before the change is made. This must be noted on the account memos, request a copy of you account memos for this period in writing from the head customer relations department of the company. Hopefull a manager would just do this on line and reset the dates or make you some type of offer first.

[CrazyJo82]

changing your rate plan DOES NOT renew a contract unless the plan is REQUIRES 3 year.

I had a consumer plan that i switched to a diff consumer plan... i asked if i can keep my current agreement, and they said yes. Months later, I changed to a corp plan which was only available on 3 years. So, i had to renew.

[robattoronto]

Yep, Rogers does underhanded lame moves like that.

I took over a guy's plan, had 2 more years to go, it had pretty good features for the price. Now I get a letter saying that they will have to either drop the features or charge me more for it because I'm not supposed to get it. Bait and switch. Very frustrating!

[Coolme]

Very classy to threaten physical harm.

Class? CLASS? Rogers are renewing contracts without the customer's knowledge or consent. How's that for class? :confused:

A contract verbal or written is the same in terms of validity. Many people believe that signature changes anything, but it really doesnt as far as validity is concerned.

But all of the parties to the contract must obviously be consenting to it for it become valid (amongst other conditions). I cant see any consent being given if the customer isn't even aware that his contract was being renewed. Rogers must clearly disclose to the customer that they are renewing the contract and obtain a clear "Yes" for it to have any chance as a valid contract....

My suggestion would be to contact your province's Better Business Bureau if Rogers doesn't cooperate. They will point you in the right direction for free. And I'm sure you wont be the first one calling them about Rogers anyways.

Cheers.

An agreement for a contract does not have to be expressed verbally or in writting. They can say that because you are willingly using their services, you are agreeing to the terms of their contract.

[al3x89]

Yep, Rogers does underhanded lame moves like that.

I took over a guy's plan, had 2 more years to go, it had pretty good features for the price. Now I get a letter saying that they will have to either drop the features or charge me more for it because I'm not supposed to get it. Bait and switch. Very frustrating!

I don't really think they can do that cause you signed a 3-year agreement with the intent to have THAT plan for 3 years...

If they do however, I think it voids the rest of your contract, and you're free to leave at any time.

[maxca]

Coolme brought up a good point about willingly using Rogers' services.

I do think that verbal or written agreement is required because we are talking about a specific service contract of 3 years in length, with specific financial obligations. Not the default agreement to terms and conditions of using their services.

[Derfel]

Any updates on this situation?