Rogers is not required to honour what an agent says&qu Before the matter is escalated to the CCTS, I would suggest contacting Kim Walker, Rogers Ombudsman. From articles I have read from Ellen Roseman, she is excellent. . .
Ms Walker can be contacted by email: email@example.com ; alternatively, by fax: 416-935-3604.
Here's a couple of articles on Kim Walker by Ellen Roseman:
Rogers Ombudsman rose from the front lines:
Rogers customer gets $1,500 refund: