$200.47 Charge For Modem

[WilliamP]

Received a $200.47 charge for an unreturned modem this evening, March 16th, via email.

-On February 3rd, I cancelled home internet via online chat. I was told that I would receive two emails within 48 hours. One email would contain details regarding how to return the modem.

-I did not receive either email within 48 hours.

-On February 7th, contacted Rogers by phone at 1-877-5052 to inquire about the emails that did not arrive. Also asked how to return modem. Was told by Rogers representative that the emails would soon arrive and to wait patiently.

-On February 12th, contacted Rogers by phone a second time in an attempt to resolve the missing emails and the return of modem. The call lasted 20 minutes. Was told that there was a glitch but I would receive the emails within few days.

No emails were ever sent regarding how to return the modem. As I have just stated, I made two attempts to resolve this already. Now Rogers is demanding a payment of $200.47. That the modem has not been returned is the fault of Rogers, not mine.

Please remove the $200.47 charge from my account immediately and provide details on how to return your modem.

***Edited Labels***

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@WilliamP  This is a community support forum.  Rogers will not respond to your post.

You will need to contact Rogers directly, either by telephone or chat.  You can also try sending a private message to @CommunityHelps ; they may be able to assist you with your device return.

Rogers also will not reverse the non-return fee until they receive your rental equipment.

[WilliamP]

Thanks, I've tried all of that a received nothing but a runaround so far. Hopefully, my reporting this issue to the BBB might provide a positive result. Otherwise, looks like Rogers just plans to screw me over for $200 

[RogersZia]

Hi @WilliamP  and welcome to the Community!

Thank you for reaching out to us via PM. We've responded to your message and are happy to continue the conversation on there.

RogersZia

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@WilliamP wrote:

Thanks, I've tried all of that a received nothing but a runaround so far. Hopefully, my reporting this issue to the BBB might provide a positive result. Otherwise, looks like Rogers just plans to screw me over for $200 

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The @CommunityHelps team are a great group of people.  Rogers has alternate options for equipment return other than via Canada Post.  Hopefully they can assist with your return and expedite getting your equipment return processed once tracking confirms that it has arrived at Rogers' returns facility.

[WilliamP]

Was told in via PM that another attempt would be made to send a waybill to return the modem. The $200 charge will still be against my account until 'the modem is safe and secure in Rogers' warehouse. So I'm still further behind than I was in February.

I did ask about returning the modem in person over the phone last month, but was told twice that through Canada Post was the only option.

The ways businesses are allowed to run these days is disgusting.