Customer rep didnt have a clue what they were doing

[Bambi202324]

I ordered a motion sensor on Sunday november 3rd online and got confirmation of the order. I called yesterday on wednesday to ask for a tracking number for the sensor that is already posted to my account so was shipped but no tracking anywhere. I called should have been a 5 minute phone call and was 40 minutes. I explained why I called and was put on 2 5 minute holds then came back to tell me that she was having a tech come by to install the indoor cameras i said no they will charge me $50 oh no they wont they will come and install the cameras so you get them I said I already have them they are plugged in and active. I ordered a motion sensor. OH please wait on hold another 2 5 minute holds came back said she reordered the sensor and will ship it out i told her obvuiously it is shipped what is the tracking number. She said the office knows and are trying to find it. I said it has been shipped what is the tracking so I can track it. Oh purolator only has that information. I said no you guys have it and are supposed to send it. Oh well I reordered it I told her I only want one oh when you dont get it I reordered so it will be shipped out again I told her I only wanted one, then she said oh the office will find it I asked for a supervsor was threatened saying would wait an hour I can help you I said I wanted a supervisor oh your gonna wait an hour and a half. I said I dont care about the time i started to say you can stand up and walk over there and tell them but she cut me off at the third word on hold then came back and said you said something and i finished it. Then the phone line went weird and disconnected. I checked today so Now I have an NSF adjustment havent a clue where the heck that came from on my bill I have a .67 cent late fee from where only one bill when started was late. then I find that the 1 motion sensor I ordered no tracking no info but now I have a second financed motion sensor on my account I am expected to pay because the rep totally didnt have a clue messed up my whole account I have things on it i didnt authorize order or wanted so was added without my permission. I am getting charges that are unknown from where and unauthorized charges on my account and bills. Also In my channel line up on my shaw CNN Canada HD is included in my line up and have had it since I started  but now when I go to watch it it says I need a subscription. What in the heck is going on. How did that rep even get hired and is working there with messing everything adding unauthorized items and charges onto my account that I am having to pay for. I have been on hold for an hour and 36 minutes trying to speak to someone and 286 in line in the chat with no help and filled out to escelate my issue but never heard back nothing. Due to this horrible business and profit driven business with not one person who is accountable I have entered in a complaint with BBB as well as CRTC for private broadcasting lodged a complaint as well as I am not paying for the unathorized charges and things put on my account without my knowledge and permission and impossible to get anything resolved with anyone there to be accountable and deal with this and neglegent in regards to having a rep who doesnt have a clue and totally messed up everything in my account and added stuff without my permission. Still for neither sensor is no tracking number given or under tracking in my shaw account.

[mdk]

@Bambi202324 -- nice rant!

You wrote: Now I have an NSF adjustment haven't a clue where the heck that came from on my bill I have a .67 cent late fee from where only one bill when started was late. 

Usually, "NSF" means "No Sufficient Funds" in your bank-account to process the charge that you authorized.

Note that all invoices issued by Rogers/Shaw after July 15 state:

• if you signed-up for auto-debit, the auto-debit will be processed 14 days after the date on the invoice,
• if you pay "manually" (at your bank/credit-union) Rogers must receive your payment (on their computers) by the 21st day after the date on the invoice.  Hint: pay by the 19th day, to ensure that their computer receives your payment by the 21st day.  If you pay "online" (via the My Shaw Portal), Rogers instantly receives your payment.

Did you miss that "21st" day deadline? Did your bank refuse the auto-debit?

I am not paying for the unathorized [sic] charges ...

Those charges are on your account, and must be paid, unless you can get Rogers to "cancel" those charges. Non-payment of invoices will hurt your credit-rating -- do you really want to do that?

[Bambi202324]

Hi thanks for your assesment with a rant.  It wasnt a rant it is exactly true. Finally after escalating my issues I had a lady from Shaw/Rogers call me and no reason for a .67 late fee as it was only my first bill when started that was late and that was due to I had been with shaw my whole life and was always your bill is due on your bill date. That is at least 27 years. I just started and I was surprised by the 21 days after bill date has to be paid. There have been at least 4 bills after with a couple paid an extra $10 on top that were always paid on the 21st now that I stopped the auto payment so the date is the 26th. That is 4 bills 5 days early paid in full. The lady wasnt even sure what or why the .67 late fee was for or when. The NSF I do know what the heck that is. I never ever disputed it and questioned the lady on the phone as someone had gone in and reversed it but I never mentioned anything in regards to an NSF fee. I even questioned the woman when told me someone had reversed it because it was a legitimate charge and shouldnt have been reversed. Since was a valid charge I asked her it is a valid charge there is no way it should have been reversed. I am a long time shaw customers with many years engrained in the due date process I just started a few months ago and it was totally different. Unauthorized charges was for the rep whom answered the call the other day and was just to find out the tracking number and as the woman said there was way more hold time than there was talking during the call and the rep actually added on a second sensor I didnt want I told her many times I only want one but find there was 2 and the rep added it on herself without asking me if wanted a second one that was what I wasnt paying for. I didnt agree yet was on there had been processed and was having to pay the money for the second one I didnt ask for or even want. I just wanted the tracking number. I appreciate your response but event he woman who called me from escalation said my frustration and being upset was very valid and there was reason for it. I have an educuation sorry but am aware of NSF and was surprised about the reversal as never spoke about it or asked about it because it was valid the payment never went through so shouldnt have been a reversal. It was a horrific call and was told by a staff that she totally agreed and was a very bad one for sure. For the reps upper staff to say that I am not whining. I just dont understand how in the heck it went the way it did as I did my best to stay as calm and happy with her as I could as the rep could have been very new or her first call. I appreciate the information but not sure with the response. Have a good day

[rstra]

@Bambi202324  I am dying to know, when did the original motion sensor show up?

[Bambi202324]

It never showed up till Thursday. That was a long time. Ordered it Sunday. Strange though when I had that encounter with that rep and she added a second sensor that I was having to pay for that came Purolator delivered it the very next day. Was a total mess. Any equipment they ship isn't too far away from here so when Purolator picks it up it's in the city the next day. I couldn't believe that nightmare I went through with that rep. I did my best to not get angry but it went way beyond anything that anyone could imagine.