In september, my cousin was about to cancel her Fido agreement, but
customer retention gave her a sweet deal.

She got her first bill according to that sweet deal.

Then, Rogers took over the billing and screwed her plan royally.

She is now hitting a brick wall with the low level civil servants at
Fido who do everything to justify the new bills and claim that her
september agreement was a figment of her imagination.

She has already spent many hours on the phone.  

She tried to contact the guy who originally gave her the sweet deal, but
he is not calling her back.

And the civil servants refuse to transfer her to a supervisor.

Is the only way to deal with this to call and state that you wish to
cancel your contract so they stransfer you to retention ?

You'd think that the low level 4 leggged furry CSRs would have been
quite accomodating in light of the fact that the change of billing was
bound to have glitches and then easily fix them without hassles, but so
far, every CSR she has talked to has been acting as a civil servant
doing everything except helping fix the issue. (apologies to real civil
servants who aren't really like that).

When one gets a special deal from retention, is this well documented in
text form in the customer's profile, or is it just some flags in the
billing section which, once overriden, leave no record of the agreement ?

Does anyone know if Fido CSRs still have access to the old bills
produced under the fido system ? or can they only view bills produced
under the rogers system ?

If they are unwilling to honour the sept agreement, does this mean that
the customer can cancel the contract with no penalties ?