PSA: during an online upgrade, get proof of everything
Hey so I upgraded through their website back in April ish. Device was 15$/mo and when I went to pick a plan I could either keep mine or change. If I changed plan, the total went up. If I kept my plan there was no price difference - meaning it stayed at 15$/mo plus taxes. Since that was so cheap I got the device protection plan.
They've been charging me 77$/mo ever since. Customer service is a joke: one of them said it's impossible since that device can't even be on sale - so in my complaint to management I showed a screenshot from that current date (it was even cheaper) to prove that that's a lie. They make me waste my time and bounce back and forth just to say management is busy. Management is explaining the bill over and over as if I can't read a bill. My point is that during checkout by selecting to stick with my plan the price didn't increase.
"The office of the president" kept reiterating my bill over and over clearly not having listened to any of the calls, nor having looked into the website issue like I asked. I brought it to the CCTS who says they're impartial yet went along with Rogers who has still done nothing but reiterate how to read the bill. I asked for there to be an investigation and of course that's taking forever. The main agent said that an investigation would likely lead to the same conclusion too. So... basically they do what they want and the "impartial" people go along with it?
TLDR: take screenshots of absolutely EVERYTHING during the upgrading process because their management doesn't care at all, and the CCTS takes longer to give a reply than my dad is in returning with the milk
If anyone has been in a similar situation pls suggest anything I'd really appreciate it