Hi all,
This will be a fairly long post so I apologize in advance. I'm an existing Rogers wireless, Internet, and Rogers Bank MasterCard customer and I gotta say I haven't had any issues with Rogers over the years up until now.
Back in MARCH, Rogers was offering pretty good promos if you were adding a line to your account. $35/mth for 175GB shared data in CAN/US/Mexico on a popular plan.
I happened to be walking by the Rogers store at Scarborough Town Centre and they had an additional promo on one of their advertisement boards right at their entrance that said you could get additional credits for adding a line if you're also a Rogers Bank MasterCard customer (which I am). After speaking to a representative at the store, for every line you add on a Popular plan, you would get a $100 credit to your Rogers Bank MasterCard, and if you added a line on an ultimate plan, you would get a $250 credit.
The promotions were pretty good so I ended up adding 5 lines to my account (4 of which were on a popular plan) so I would be expecting to get a $400 credit to my Rogers MasterCard. The representative did confirm it could take 1-2 billing cycles for the credit to appear.
Fast forward to last week now; I just decided to check in with Rogers chat about the credits to my Rogers Bank MasterCard.. long story short they said there are no notes about that on my account and they see no such promotion. I called into Rogers after speaking to them via chat and they said the same thing, however, they mentioned that store promotions are often different and I should check in with the store.
I go back to the store and I speak to the same representative who assisted me with adding the lines. She first had NO RECOLLECTION of such a promo (how can you not remember a damn promo that was offered by your store 1.5 months ago?!) THEN she says she remembers the promo now however you had to add 3 lines at a time (I added the 5 lines to my account over a period of a few days, not all at once). I called her out on it and after speaking to her colleagues, another guy comes by and says he remembers the promo and I will get the credits. I tell him I would like a record of that promo so I don't have to go through all this again if the credits don't appear and he tries searching for the promo on his system but he can no longer find it (something about it being a promo that expired at the end of March and it somehow vanishes from their system).
Basically I'm coming here to find out.. is anyone else aware of the promo I'm talking about back in March? If so are you able to put my mind at ease and confirm I WILL get these credits at some point?
If I do NOT get these credits.. How can I escalate this since there's apparently no record of this promotion on their system? I come from the banking sector and I can't understand for the life of me how prior promotions are not kept on file (but this is my fault for not getting this in writing.. I just took the representatives word that I'll get the credit in 1-2 billing cycles).
Thanks in advance!