Well, I got a response from the support Gerbils at Rogers, and wow, it was only semi-formulaic and completely useful!
Amid the standard issue “thank you for using our online customer service” and “We appreciate your feedback” crap, there was a decent response! They are escalating my concerns to the web-team, and they’re going to fill in my info into this contest. Let’s hope “escalating your concerns” isn’t gerbil-speak for placating the customer and then heaving this whole email exchange into the trash. But, I got their attention, and actually got something resembling service! Let’s hope this goes somewhere.