Its clear that text messages that you send through Rogers One Number should not be counted towards the texts you send through your phone, but in My Rogers, and through My Account on my phone, they are being counted as outgoing text messages.
I have a limit of 125 messages, and have sent roughly 70 from my phone this month. I have sent 100-200 from RON. My Rogers is showing that I have sent 225 messages, and therefore 100 messages over my limit. I also received a text from Rogers saying I have a $10 overage charge.
I tried multiple times to have this fixed by phone, but everyone told me that they can't do anything until after the messages are billed. That seems like it is creating a future problem for no reason.
Is anyone else experiencing a similar issue? Was it solved?
I have sent you a PM.
Ashak, care to share that information? It could be relavent to other people in the future, and to us trying to help eachother.
ME TOO! And the Terms and Conditions says that outgoing texts are free (which is the main reason why I signed up)
WHY am I being charged? I've been charged last month AND this month. Please fix this.
Hey fellow One Number users!
So just to follow up.... I called Rogers 3 times and it's now resolved ! It actually wasn't easy, I'll tell you that. If you are experiencing the same problem, don't give up!
Best of luck!!!
And for those who are interseted, here's my full story:
Feb 17, I signed up for Rogers One Number (RON). I texted NON-STOP from the computer. And YES I can send out more than 50 texts in one day.
Feb 18, last date of my billing cycle. I received bill, and it says I was charged over $10 for texting pass my 250 limit.
So I thought.. "Okay... did I really do that before RON?"
I assumed I did, and I carried on with life.
Mar 5, I received a text from Rogers Alert that says, "You've incurred $10 in text average charges in addition to your add-on's monthly fee." So from Feb 19th to Mar 5, I've been using RON to send out massive numbers of texts. I used my phone too, but A LOT were sent from the computer. I called Rogers right away.
I mean... seriously??? It's since I started RON that I had exceeded my limit, right? I hardly ever exceeded my 250 limit in the past. I told them to think logically.
For 1h30min, I was on the phone with Rogers.... talked to 5 different people + lots of "on hold" times. I was told that, according to what they see on my account, all my texts were sent from the phone. Text messages sent from the computer are free and they're traced with a computer code. So I must have sent them from the phone and they refused to believe otherwise (all 5 of them!). The only thing they did was to file an investigation report. I shall hear back within 7 days, was what they said.
Mar 6, I called again. Explained again. And yes, again, all she saw from my records is that ALL texts were sent from the phone. She couldn't see ANY of them being sent from RON. However, she was able to give me unlimited texting until the next billing cycle... (so until Mar 18)
Mar 7 (that's today), I called again. Filed yet another tech report with the tech support guy. After talking to him, I asked to talk to the customer service rep to deal with the two overusage charges. I really don't think it's fair that I have to pay for overusage just because RON couldn't track my computer-sent texts!
After explaining and waiting... she came back with a response, "My manager says, because your plan is limited, whatever service you text with, you'll be charged extra if you go over your limit. He says, even texting from the computer, if you text more than 250 you'll be charged."
So I calmly calmly (surprisingingly calmly) said, "Oh okay. Can I talk to your manager?" I wished to speak to this odd manager who dares spills out such false info.
The manager came on the phone (note: the CSR said "he" and the manager who ended up picking up the phone was female) and told me nicely how she understood my situation. Without further question, she reversed the extra $10 from last month's bill. She then said she will reverse this month's charges when the bill comes because it's too early right now to do anything. She will give me unlimted texting for a month, so until Apr 7. She will also make sure that in future months, when I use RON again after Apr 7, I do not incur anymore charges from sending messages on the computer. She filed a report to the tech team and I should hear back from them within a month on the investigation. Hopefully they will solve it and I can continue to use RON without trouble.
And she told me all of that really nicely, without questioning me, and most importantly..... she believed me when no other Rogers employees did!!!!!! Her name is Natasha, by the way, and she's awesome
SO!!! Lessons learned:
- Most customer service reps are not familiar with the terms and conditions of RON. They will read the terms in front of you, or put you on hold so they could read them. I'm serious!
- Whether the reps know the terms or not, but make sure YOU know the terms better than they do!
- When reps no longer want to talk to your grumpy face, they will pass you on to the tech guys.
- Tech guys (or gals) are generally pretty nice They will help you investigate, but they cannot change anything on your bill.
- Keep trying. Stay calm. Only be aggressive when the reps are rude.
Good luck !
blue burry I am having this EXACT same problem and have been documenting all my attempts to solve the problem (wish I had time to go into it right now but I don't). So far no resolution, I must wait to be billed until I can dispute??!?!?!? In the meantime I have ONLY sent texts through RON for the last 3 days and each one has been counted on my usage as verified through MyRogers. FRUSTRATING!!! I was very happy to find your story - thanks. Will keep at it and report back.
Hi all: Thank you for posting this. I called many times and they all said the same thing, "on the record you texted from your wireless, so you are charged for the extra texts. " and I am pretty sure that I did not.
I will try to call again later.
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