Many residents of British Columbia, particularly in Victoria, continue to experience significant difficulties accessing adequate customer service from Rogers Communications.
The primary concern is the limited support hours for billing, payments, and credit operations, including outstanding account inquiries – all of which typically close by 7 p.m. Eastern Time. This scheduling creates confusion and barriers for customers in the Pacific Time zone attempting to seek assistance during normal business hours. The absence of clear communication regarding time zones further exacerbates this problem.
Additionally, Rogers' refund policy remains restrictive. Customers who have not made their last payment by credit card are refunded by cheque, a process that is both slow and inconvenient, resulting in unnecessary delays.
The design of the phone system itself presents further challenges. Callers are frequently subjected to prolonged waiting accompanied by repetitive music interspersed with promotional messages. Automated menus often misroute callers, requiring multiple attempts to reach a live representative. Customers are also directed toward ineffective self-service options or advised to visit retail stores that lack the capacity to resolve complex issues. On occasion, callers are disconnected due to purportedly "extremely high call volumes" without the option to request a callback.
These systemic deficiencies disproportionately impact working individuals, seniors, and other vulnerable populations who depend on timely and accessible support to manage critical services.
It is imperative that Rogers re-evaluate and enhance their customer service hours, refund policies, and telephony system to better serve the needs of Victoria residents and British Columbians.
Diyan Hu
Victoria
