Enough is enough!

Whether it be their shitty phone service, lack of competent staff, rude phone agents, account mistakes, and generally unorganized record keeping of our profiles...Rogers needs to be shown that the customer is key, must be respected ,well serviced, and a priority for satisfaction, in all communications.

Rogers Communications is proof that so long as a company grows in size..they can treat consumers how they want. This wrong practice must be abolished.

I have had (yet again) the displeasure of dealing with a Rogers representative. They took forever to get a handle on my account (placing me on hold for almost 5 minutes at a time), kept missing vital notes, NEVER apologized when shown a mistake, and didn’t even came close to acknowledging a blunder on their end... as well interrupting me when asked a question.

This is BULLSHIT for the year 2012 and onward! Please; new startups out there recognize there is an opportunity to do better than these assholes. The entire Rogers culture is built on massive margins of error that the customer ends up paying for.
THE END.

Signed,
Stuck in a shitty contract with a shitty company

Where do I start..

I have been with Rogers since I was 13 which makes that 11 Years in the making. I've been a loyal customer since. This past April my phone was stolen on the 5th. So the next day I had called in for a replacement phone. I received it 2 days later which is great. When I opened the box I realized it was a ugly nokia phone( no offense to those who have them) but it is a huge downgrade from an Iphone 4. Anyways, the next day I sent it back through UPS and Rogers informed me I would be able to get an Iphone as soon as they receive it back to their location and that should take up to 48 hours. I called everyday for a week in a half, and NOTHING. So as I pulled up the tracking number it showed they received it the very next day I had origionally sent it back! I called them back and inquired about it some more. They said that the following day they would have it in the system and I would be able to go into a local Rogers store and pick up my new Iphone. I proceeded with this and went to the store only to find out that they indeed have not rec'd it in yet. PISS OFF. This went on for an additional 2 days. I FINALLY got my phone which I was super happy about it and proceeded to add my MY10 numbers on the Iphone app "MY ROGERS ACCOUNT" since My work deals with me calling customers through my work hours on my personal phone. this was done on April 24th.

I have rec'd a phone call today at work (June5th 2012) that I have a balance of $742.82! $250.00 is for the phone which I understand. And to compansate me for the troubles I had back in April they credited me my april and may bill. which means this should have only been a bill of 250$ and some change. So I have a bill of $492.82! and this was long distance charges and day time over time charges. These are my customers and my boyfriend's numbers. So why am I being charged? I spoke with the women and she proceeded to tell me that I never submitted my MY10 on my plan with the numbers. I am pretty sure, that when I have a long distance relationship and I'm on my phone constantly and the fact that my plan offers me 10 numbers for FREE I will add them to my list. She has no record of that at all on their end and proceeded to tell me "Well, It's pretty common sence especially with tecnology these days that you would actually double check to verify!" She pretty much made me feel like an IDIOT and said I was basically lying.

But its ok everyone because she offered me a whole whopping 10$! off my bill for the next year to make up for it.. WOW!

The reason why I use the APP for MY ROGERS account is for the convience factor. And the fact it told me on my SCREEN that it has been updated!!!

In the past they have also charged me for roaming fees, and denied me because I have "lots" of towers and It will not do that. I live in Canada and I border the states about a 20 minute drive to the border. I had to call in EVERY month and correct my bill because I had overage fees because of this. Talk about CUSTOMER SERVICE!

I'm extremely frustraded at them this is all that has happened in the past 3 months, things have happened over the years as well but it's been a while.

I would recomend people NOT to go through with Rogers, My whole family is unfortunatly stuck with them thats about 7 people and they have NOTHING but negative comments about Rogers.

Look around and read comments about different providers and see their customer serivce comments before committing, because I am now stuck with them for another 3 years! If I wanted to cancel I will have to pay my Balance and my cancellation fee which is about 450$!!

I too have no use for Rogers & am counting down the days until I can break my own contract. I am glad to see I am not alone...I see by reading the comments they treat most everyone the same way. Perhaps Rogers management should pull their heads out of their asses and check out this blog..Maybe they could learn some things. My beef with them is over a $25 charge they put on my bill that from a moral stand point with me will cost me $25 but will cost them a whole lot more. When they lose the $480.00 per year that they get from me..as everything in this world goes if you are a happy customer they keep you and the $480.00 per year you pay them times say 10 years is $4800.00 that they lose from ONE PERSON over $25 bucks.. how sad. Reading some of these comments a little tact & diplomacy on Rogers end would probably have them making more money not losing customers left right and center. My son has Rogers too & lost his job six months ago. His monthly bill of $60.00 climbed to $300.00..they shut his phone off yet continue to charge him the $60.00 per month because he can't suspend the service or lower his monthly bill unless he pays the amount owing. So even though THEY suspended his service they continue to charge the monthly fee. How are you supposed to ever catch up once you get working again? They have no care or compassion for consumers which in any business is a death knell.

I signed up 2 phones with rogers back in 2006, one for me and one for my sis. The contract was 3 years. After 2 years, my sister decide to pay for her own phone bill so we called up rogers and change one of the phone to her name. This was back in 2008 and we continue to use the phones for another year. In 2009, my sis called rogers because she knew her contract was ending. To her surprise, rogers ninja-renewed her contract for another 3 years. Rogers said the reason is we did a name change on the phone. Nobody warned us about the ninja-renewal so we complained and eventually rogers agreed to remove her contract. We were happy that it was resolved so we continued to use the service.

When my contract ended in 2009, I kept using the same plan until 2010. Finally I decided to cancel for a better plan elsewhere. I called cancellation department and the CSR offered me a retention plan for $17.50. I was told I have to sign a 3 year contract if I want an iphone. I told him I don't want to sign contract so he told me he could make it 2 year if I go with a basic phone, and that's what I did.

Fast-forward to today. I moved to a new place and found out my phone has 0 bar inside the house except by the bedroom window, which I could have 1 bar signal and still have frequent dropped calls. I called rogers and ask them about the last day of the contract so I could switch to other providers with better signals. The CSR kindly told me I still 1.5 years left. I told her I signed up 2 years back in 2010 but she insists that on her record it shows 3 years. I ask for proof and they told me they are not able to pull the voice record or the contract. It's BS that they are locking me in for 3 years without proof and not providing me with adequate signal so I can make proper calls.

The manager was very rude and kept lecturing me that the contract is the law and she won't waive the early cancellation fee because it shows on their computer that there are towers in my area. The manager told me it's my problem and basically blamed everything on my house and phone. Btw, I live in a 1 level rancher and all of my friends using rogers or fido all have near zero reception in my house. So basically I am stuck for another 1.5 year unless I pay the outrageous penalty of $300+. The manager told me I have to pay $20 a month for the remaining months even though my plan only costs $17.50. Rogers is the biggest scammer and I will never return to rogers or fido once my contract is done.

Rogers wireless worst company in the world . they are making money only, i am very up set . i have three year contract with rogers and after 1 years they hike my 20$ every month and she told me your contract is finish 3 years. and she told me if you wnat cancelled contract you have to pay 500$. really rogers bullshit.that lady in coustemers care she talk with me veru rudly. and every time giving me warning. and finnaly i hang up phone. my suggestion dont go to rogers. itis really worst company in canada. even goverment is not doing anything.even rogers give us as warning we are going to credit department. this is not doing like this . here no consumers awarness.

Rogers is the WORST company ever. Not only am I always being charged for things I didnt use, calls I didnt make, including 411 charges, but their customer support team is BULLSHIT. They are arrogant and useless. I have been hung up on, I have been misinformed, I have been disrespected in every aspect and they can NEVER do anything about ANYTHING. I would not suggest anyone get a cellphone, homeline, or even cable through rogers. I will NEVER be supporting rogers again.

theyre freaking rip me off big time, your lucky thats only your bills, mine way too high, before i went back home, i went to inquire about extra charges, they told me its only roaming is extra, so i decided to bring my cell, not even a month, they send me my bill over a thousand, when i call them, explained my side, this stupid customer service told me, "WE DONT FORCE YOU TO BRING YOUR CELL BACK HOME" a_shole!!

This company is an app solute rip off...
If you can avoid going with them by all means DO IT..
They are crooks, purchased an iPhone and i can not stand it one bit. even though i have been through 5 iPhones in 5 months,,,
This is discusting !! I want another phone but i need to pay them 500 dollars to upgrade early honestly they do not care about there customers one bit it is a terrible company!! They quoted ne 1100 dollars to leave there contract and go else ware **** them!! NEVER CHOOSE ROGERS

My wife and I cannot even begin to express our disgust with Rogers mobility.
We both have recently upgraded our cellphones, and I, unfortunately, chose the Motorola droid Razr. This phone is plagued with defects, and has not even been in my hands for two months yet. The screen broke after I touched the "go back" button, and I was forced to pay $150 for this defect, which occurred within one week of receiving the phone.
Ok, so I cannot prove that this was a defect, and not some form of abuse, but the phone had no scratches or any other signs of damage other than the broken screen.
They say a broken screen is not covered by the warranty. Fine.
But to tell us this is in no way a manufacturer defect, and no, they will not notify the manufacturer to warn them of a possibility of the said defect, PLUS, point blank call us liars (yes, they used the word liar), even after we said that we can accept the fact that we're paying $150 for the repair?
I'm not done.
Now, this same phone is experiencing more problems with dropped calls, a message which pops up every 5 seconds to tell me to select an HDMI output, a battery that dies within an hour or two, built in apps that need to foreclose every time I use them, and browsing that works only when it wants to.
And what does Rogers tell us?
Tough luck. Buy another phone, and continue to pay for the Razr for 3 years as well.
And I get paid on Thursday each week, like many other working people, and pay my bills on that day. BUT, if their billing cycle ends on a Wednesday, for example, then by Thursday we're getting phone calls from Rogers asking when we plan on paying the bill, and threatening to cut off our services. Even though we're always caught up on our bills.
Nice.
AND...when I first got the Razr, they said I'd get a $50 mail-in rebate. A month and a half later, no debate and they basically tell me they have no idea what happened to it, and there's nothing they can do, because it will come when it comes.
And they're such lovely people to talk to, aren't they? So polite and respectful ....they always listen to their customers, are always willing to help.....and yes, this is sarcasm at it's finest.
The people who I always get on the phone are always rude and disrespectful toward my wife and I. It's very rare when we get someone who is good to us.
The moral of the story is to avoid Rogers mobile at all costs. It's more corrupt than the big oil companies and the government combined.

Heres a great one , I was called today by a company checking on my satisfaction with a recent up grade to my phone (after screwng me for 3 years) , they wanna stick it in again long story short the company was calling me from the USA a american company callin me about my canadain cell phone company these guys (rodgers) cant employ canadians to do this
ThisCompany is a pig ! Corparate robbers , theives , and fully suppprted by our government we arrive doomed !!!

Where do I begin to articulate the feeling of disappointment, regret and disgust with having a wireless phone with Rogers?

I’ve lived in Toronto for some time and, against the advice of many I bought a phone from Rogers using a pay-as-you-go plan. Several months later, after considering the plans advertised at the time and the advice of a Rogers Customer Service Representative I took a 3 year plan which should have considerably reduce my monthly bill as the plan was “tailored to meet my particular calling need”. This was my first mistake.

One month I received a bill for over $600. I called Rogers and, after navigating the seemingly treacherous labyrinth of options and waiting for what seemed like an eternity to actually speak to someone, I was finally able to explain my reasons for shock and confusion over my bill and asked for, at a minimum, a reasonable explanation and adjustment to these charges. To the CSR’s credit he did make what I considered a just and fair adjustment to the bill. However an explanation could not be provided as to many of the charges, only apologies, and a modification to my plan which should “prevent a re-occurrence” and would allow me to see “even more cost savings in my monthly bill”, to which I accepted. Mistake number 2.

Months later I moved to Northern Ontario for work purposes taking my phone and, off course, my Rogers plan with me. I soon noticed an increase in my monthly bill and upon closer inspection discovered that I was being charged long distance fees for incoming calls. I also discovered that my ongoing plan, for which I was paying an additional fee for early evening calling, was already a part of the original plan and I was paying for this additional add-on unnecessarily. This was immediately corrected, although no refund was forthcoming as the CSR’s are apparently not authorized to make those adjustments. A long distance plan was recommended that would correct this problem as it would allow me to keep my 905 number while living in a 705 area, which is for the moment temporary presently my preference, to which I agreed. Mistake number 3. You would think that I would have learnt my lesson by now. I’ve also discovered that whenever you make a change to your plan during the course of your billing cycle you also have to pay month in advance, for reasons which are still beyond my comprehension. Now comes the proverbial straw.

This month I received a bill from Rogers for over $760. Over $360 were long distance charges for incoming calls, over $100 for my original plan, and the rest were for outgoing long distance charges where “Roaming” fees are attached.

I called Rogers on Sunday night, 11th March, seeking an explanation and a resolution to this bill. To her credit, the CSR was quite understanding, pleasant, knowledgeable of the details of my present plan and even expressed shock at my bill. She explained that the long distance plan I had (which was recommended by the Rogers Customer Service Representative) only covered Rogers-to-Rogers cell phones. It also did not address the charges for incoming long distance calls. She, however, couldn’t not explain why I was being charged roaming fees for outgoing calls as I assured her that my apartment building (where I was when I made those calls) was certainly stationary at the time. After over an hour and a half she indicated that she shall send a “note to the back office” and that someone would call me within 48 hours to update me as to the status of this bill. She also recommended changes to my plan which included:
1. A long distance plan which was considerably more expensive than the original but I was assured would definitely the correct one, which we activated immediately and deactivated the original long distance add-on plan.
2. Changes to my calling plan going from 300 minutes to 200 minutes with a My-10 as she was able to determine that based on my calling history and my present and foreseeable needs would be more than sufficient and ensure that my overall Rogers bill would be less than $100 per month. This was put in a note on my account to be activated at the beginning of my next billing cycle to avoid the additional ‘one month in advance fee’ that Rogers charges when making changes to your plan during your billing cycle.

I called Rogers on Wednesday night (14th March) having not received any call from them within the promised 48 hours. The CSR indicated that according to her files a decision was already made, that the bill and the charges “were legitimate”, and though I was required to pay it in its entirety, she was willing to make some reasonable adjustments. I told her that I was both shocked and disappointed by the decision, particularly after outlining my conversation with the CSR of the 11th March, and immediately asked to speak to a Manager to which she acquiesced.

The manager greeted me with “Hello Mr. Ramnasibsingh, I am told that you are not willing to accept a %50 adjustment to your bill?”. I immediately attempted to correct his error by informing him that no offer of made. After my second attempt to correct him and after putting me on hold he apologized for his error but then reiterated that my bill was indeed legitimate. I attempted to explain to him what my concerns were and my conversation with the CSR of the 11th to which he insisted that he already understood the circumstances of my bill and needed no further explanation. Despite incorrectly outlining my calling history and the conversations I’ve had with Rogers CSR on several occasions during our 30 minute conversation, he still could not give an explanation as to why such exorbitant charges were attached to my bill. Despite being, in my personal view, insistently argumentative and somewhat arrogant, said that Rogers are not responsible for these incoming charges as the Rogers CSRs only gave me ‘advice’ and it was my responsibility to accept it or not.

After insisting he did not need any further input from me and that he was more than acquainted with the facts of my case, made an ‘offer’ to give me an adjustment to my bill for the next 6 months based on the details of ‘my plan’ which he proceeded to outline incorrectly. After several attempts I was able to explain to him his errors after which he proceeded to make a ‘final offer’ which, in totality, was less than the original. He claimed that he does not have the authority to make any changes to my present bill (a contradiction to my history with Rogers as well as his opening statement to our conversation). Upon request he also explained to me the cost terminate my plan with Rogers in its entirety so that I could switch to another service provider, which together with my bill, was simply unaffordable. I am now faced with this ridiculous bill with what seems like no option for recourse and no fair or just solution to my present predicament.

All I request from Rogers is that they:
1. Take ownership and responsibility for their poor advice which contributed to over $360 in long distance charges for incoming calls
2. Provide an explanation as to why I am paying Roaming fees for long distance calls
3. Provide an explanation why, all of a sudden, CSRs and Managers no longer have the authority to adjust the bills of a Rogers customer, but can seemingly negotiate only some charges to future bills for only a limited time, contradictory to even the conversation between myself and the Rogers ‘Manager’ on the night of the 14th March.
4. Provide an explanation as to why, after my numerous attempts over the last year to work with Rogers, be reasonable in solution finding, trusting the advice to trained Rogers Representatives I am yet to receive a bill which remotely resembles my official wireless plan.
5. Investigate my conversations with agents of Rogers on both the 11th and 14th March to determine the validity of my claims (all calls are recorded for ‘training purposes’), review my present bill and billing history to determine the validity of my concerns and that my present bill be reasonably adjusted prior to my stated bill date.

Since I have been with Rogers I am yet to receive a phone bill for less than $100. It is my opinion based on my experiences to date that when someone is locked into a contract with Rogers, the service seems to mirror the formal definition of extortion (Illegal use of one's official position or powers to obtain property, funds, or patronage; An excessive or exorbitant charge). Because of the cost I am being required to pay now and the stated cost of terminating my plan ($500 plus tax) I simply cannot afford to switch to Bell, where I have been assured by many present Bell customers is exceedingly better and free of the experiences I’ve had over the last year.

I am seeking any assistance that can be rendered in finding a solution that would see the next couple of years not reflect my wireless experiences of the previous year with Rogers.

One thing’s for certain, I presently do not recommend Rogers wireless ‘plans’ to anyone. The actual phone service is, in my view, reliable. It’s everything else that has me feeling trapped, abused and in some respects violated particularly after my last conversation with one of Rogers representatives. Believe me when I say it is simply not worth it. There isn’t a day that goes by that I do not regret my choice in wireless service providers.

Shrivasha
A seemingly trapped, definitely dissatisfied and disappointed Rogers’ customer

I'm not concerned about the legalities of recording my conversations with Rogers I know for a fact that in Ontario it's legal. My concern is the quality of those recordings on my digital tape recorder. When necessary I have been recording telephone conversation for years with no problem except when I try and record conversations with Rogers. My side of the conversation records great the Rogers side of the conversation records very poorly and is almost of such poor quality it couldn't be used as proof of anything.

In my opinion Rogers must be doing something at their end to make recording their side of a conversation a problem. Has anyone else noticed this problem and if so it could be considered more proof that Rogers is trying to subvert any attempt by it's customers to prove they have been mislead by Rogers service agents.

I look forward to comments

Check your expiry now! Your 2 year term contract can be changed into 3 year term without knowing! I experienced twice recently.

anybody has rogers phone # where you can really talk to someone except those stupid customer service reps ? if we call them and compliant about services to the president or someone high maybe they will look how they operating their business .... somebody must have their phone # ....

When i first signed up with rogers i was in grade 6 and the sales lady said this to my mom "YOU WANNA GET A PHONE FOR HIM? ARE YOU SERIOUS?" kay i might be in grade 6 but i know what bad customer service is. I mean like WTF I"M HELPING YOU MAKE A SALE. 3 years later i switch to a iphone with a 3 year plan when i got the phone it had multiple problems and i called rogers they told me to go to the store the store tells me to go to apple and apple tells me to go back to rogers NO HELP. Now 4 years later i recently look at my bill that my mom had been paying blindly and realize that rogers has been charging me for Caller ID WHICH I NEVER ASKED FOR. When i went to the rogers store to add text messaging to my plan the Sales Did not mentioned that Caller ID was on my plan and when i called Rogers to ask whats on my plan he also kept the Caller ID a secret. What is another SUPER STUPID item that was on my bill was the "System Access Fee" Which was basically a $6.95 fee that serves the purpose of "improving rogers services" WHAT THE FUCK IS MY REGULAR PLAN PAYMENTS FOR THEN?. I called rogers 3 times to cancel my plan the first two they forwarded me into a dead line and the 3rd time this lady who can't speak fucking English was very rude to me telling me that i needed to give a 30 days notice. I First want to ask WHY DO WE NEED TO GIVE A 30 DAY NOTICE!

We have 5 cell phones in the family. We now pay Rogers more each month than most people pay pay for a monthly mortgage payment.

We call but they can't seem to give up a plan that works to reduce the cost.

And the plans are all too complicated and detailed to take the time to decipher.

Rogers should educate customer service reps more and hire some more capable guys. Whenever I make a phone call regarding an issue, the call is transferred 2 or 3 times at least. Therefore, I have to speak from the beginning again and again. And it takes normally more than 30 minutes. And sometimes the line get disconnected, intentionally or not. I complained about the disconnection and it’s quite astonishing to hear that line connection was not good technically at that moment. (Sounds a good excuse!) Rogers, the largest communication service provider in Canada, has technical issues themselves! I recommend not to use Rogers wireless, if possible, since the service is unforgettably no good. Also watch out when you add or change options! They extend your term from 24 months to 36 months. (Hopefully by mistake?)

Rogers has the worst customer service I have ever experienced. I have been a Rogers customer for over 10 years. Didn't always pay my bills on time, but always paid - including their obscene reconnect charges. Have 2 lines one that is 3 years past contract and hadn't gotten a new phone for over 5 years. Tried to cancel the line not on contract. It took 6 calls to cancel!!! Every time I tried to cancel they gave me a different excuse why they couldn't cancel. Finally on the 6th call I got a Manager who cancelled my line but refused to cancel the billing for the phone since I needed to provided 30 days notice and she couldn't find any record of my previous calls. So I requested copies of all the notes on my file for the last year. Oh they can't do that - I need to make my request in writing - which I will. They pissed me off so bad, I cancelled the "extra" services I had on the other line. Only the student plan fee will they get from me now and the minute the plan can be cancelled it will be. I have 2 lines with Wind for less than the price of the one I cancelled with Rogers. I have had no issues with service and even found their customer service helpful. I don't care if their service area isn't as large it works for me and I will take minor inconveniences from them as Rogers might as well have spit in my face!!! Their employees have lied to my face, repeatedly and on purpose. You can call get a rude CSR then hang up and call back and get a different answer. Rogers are THIEVES and I will NEVER recommend them and NEVER use them again. Even Bell Canada has better customer service and if you have ever dealt with Bell will know they don't set the bar very high!! I can't wait until I NEVER have to speak with Rogers ever again!!!!

I have only seen a behaviour like only on government in southamerica, but still it was better.
Rogers is by far the most irritating company you can deal with that I have dealt in my whole life and I am 47 and I live in 4 countries. Describing my disadventures will be too boring. But, let say, jsut today, after various month of bills over 400 due to overusage... I decided to start monitoring my account closely. Ok, great. Today is the 6th. My billing cycle start on the 4th. So, today, I have 29 days left. But, both my 400 minutes of voice and my 1GB of data are 100% gone!!!!

impossible, absolutelly impossible.
I called rogers and the person on the phone told me "do not worry, the system 'correct itself" :(. Yeah... when I pay 200%... that is wehn it correect itself.
So, I told the person, cna you write this down?.. that this will correct itself?.
They say 'no'.

So, I have to 'trust'. Great.
I think the reason for all this bad behaviour is proteccionism.

I have been with rogers for many years, i ordered a rocket stick in 2011 online which never showed up, as they did not ship it. talking to them on the phone they seemed confused. went into the local rogers dealer to pick one up. from day one the device never worked anywhere near advertized. i put a dispute into rogers to have the contract reversed and all charges credited to my account. that made them cut off my cellphone and magically hundreds of dollars in log distance charges to numbers of people i don't know appeared on my bill and they refuse to even aknowlage that a problem exists. and refuse to even talk about the charges. I plan to bring charges to rogers for breach of contract for two devices.

congrats rogers you just lost a loyal customer of 25 years.

way to go!!

fuck rogers

I would never deal with Rogers even if they would offer one million dollars for free, any one out there who has a contract with them beware! Rogers will gaff you like a fish and will fleece you like a sheep, if you have not discovered this, you will.

Do you people know that Rogers Charge you long distance fee even if you answer a long distance call. So here is the situation I am sitting at home(Mississauga, Ontario) watching TV and my friend who is in Hamilton decided to call me. He is calling long distance and paid for the call(fair enough) I am sitting at my house and answer the call and rogers is charging me air time (fair enough) now when i get my bill roger also charged me .30/min for long distance as I answered the call (NOT FAIR)- ROGERS ROBBED ME OF $3.5+ AIR TIME and if my friend was also with rogers he paid the same WOW. In rest of the world incoming is free and our government DON'T CARE

My complaint concern Rogers company, since October 6, 2011. They blocked my cell phone, all my movies (TMN channels), because they allege that I have two old accounts a total of over 4000 dollars that I owe. I tried several time to contact them to discuss, but they refuse to explained to me how that happen, since I have my account with Rogers over 10 years now, I always pay my bills each month, and now since October 6, I am paying for service that I do not have. I request to talk to supervisor, and the agents refuse, I requested for them to send me all the information regarding those accounts, information such as who open the accounts, when they open the account, what the identity they use to open the accounts, the phone number of the cell phone or others relates to those account, the way they used to pay the account etc. They refuse to send me any information.