Bango.com/Google charges on my Rogers Bill

[Xdj]

Greetings All,
I have been billed close to $100 for movie purchases and rentals that I never made from a tablet number that the SIM card has been removed from.
Rogers tells me they can't do anything as I have to contact Bango since they are the provider and Google because it was their movies.
I never heard of Bango until today and there are no confirmation emails on my google email address connected to my tablet.
How do I get a refund and how do I stop this from happening again.
And no, my email address has not been compromised!

Thanks,
C

***Edited Labels***

[DP14]

Well I guess I was a little to optimistic that Rogers would actually do what they said they would do. Unfortunately, since my fraudulent Bango charges started in late July 2020 I have been charged over $150 including two late penalties and I have been credited only -$3.71. Not sure why Roger's isn't helping us.

[DP14]

I received a voice mail from Rogers today in regards to my last billing inquiry on why I haven't been credited for the fraudulent Bango charges as they agreed upon, the message advised that my account has been credited in full, I checked and confirmed that I have been credited in full. This took less than 48 hours.

[mgri22]

Hi there,
I noticed I have been receiving 50 dollars worth of third party charges each month through bango. I have been in contact with bango's useless email support and have not received any response. Google support shows no active monthly subscriptions on my account.

I have had to open a seccond fraud case for the Third party charges because the first case got closed and the department noted on the file that the tried to contact me but failed to reach me.( they didnt) Also my voicemail works and they didn't leave me a message. The seccond case is still open for roughly 20-25 days with no contact yet.

As of yesterday on a separate line on my account someone tried to purchase a new phone on it. The agent assured me that it is being held/blocked but they couldn't do anything since a line is under a fraud case but they would open a second fraud case for this issue.

I'm getting fed up and just want a response from this magical fraud department that has no contact information and no way to contact them when you call in and talk to a regular agent.

[mgri22]

Also I should add that the agents can't remove these third party charges as I have a open fraud case and I'm stuck paying these T.P.C. until they resolve the case.

[RogersJo]

Hey @mgri22, 

Welcome to the Rogers Community Forums! 🙂 I hope you're staying safe and sound. That is certainly not the type of experience I want you to be having and I'm sorry to hear what transpired. I see that you've reached out to us via PM. We'll be happy to continue the conversation there. 

Regards, 

RogersJo

[Sutharsha]

Hi I did not download any thing but bango charged my phone bill

[Sutharsha]

How I live chat person

[RogersYasmine]

Hey @Sutharsha,

Thanks for your post! Receiving unexpected billing charges can certainly be a shock for anyone. 🙁

When it comes to third party charges, you can view the details of the billed transaction(s) directly on your invoice under the “Details of third party charges” section of your bill. Have you had a chance to contact the email address or call the telephone number that appears on your invoice to further inquire and dispute the charges? Contacting them will be the fastest way to resolve this issue. You should receive a reply within 24-48 hours and I would recommend that you keep an eye on your spam folder, just in case.

Kind regards,

RogersLaura

[Zharnovska50]

Hi.
My name is Alexandra and I need your help:).

How to block third party charges on my account?Rogers charged me for extra 45$ for using some Bango we even have never heard about. I would like to stop it, but don't know how to do it.
Can you help me with this problem, please?

Sincerely,
Alexandra.

[Datalink]

@Zharnovska50, @RogersMoin can set "third party charge" blocking on both mobile and home phone accounts.  You will need to send a message to @CommunityHelps with your account number in order for @RogersMoin to access your account and set the blocking.  When you're logged into the forum, follow the link to @CommunityHelps and look for the link to "Send a private message to this user".  Follow that link to the message composition page, fill in the subject and account details and hit Send at the bottom.  When you're logged into the forum, look for a number overlaying your avatar at the upper right hand corner.  That avatar also serves as a link to your profile and message inbox and sent messages.  Follow that avatar (link) down to your message inbox to see the response. 

As for the existing charge on the account, you will have to chase after Rogers for a refund.  This is an ongoing problem with Rogers accounts being subjected to ghost charges from Bango, where there doesn't seem to be any paper trail and no electronic trail to determine how the charge was raised in the first place and how it was linked to your account.  You aren't the first person to have experienced this and probably won't be the last 😞

[Pink_Rose]

I received a new ZTE tablet from Rogers as part of a promotion in August 2020. There is a phone number linked to this tablet. 

I never use the tablet, it stays in my bedroom, no one else uses this tablet.

However,  I noticed that my bill for November and December were very high, so I finally decided to look at the bills. On my bill dated Dec. 1, 2020, there is a third party charges of $93.94. In the November bill, there is charges for $119.91. The charges appear on the tablet line.

Third party charges for app purchase on Google play for Star Trek Fleet Command. I have no clue what this is.

I called Rogers to dispute the charges, they told me that I should contact customer support at usersupport@bango.com, because it's third party charges they cannot do anything because "I" agreed to those charges. 

To date I've talked to different agents at Rogers explaining to them that I don't have this app installed, I don't see the purchase in my purchase history on my Google account, I did not authorize these, I never received any email confirmation for these charges, but still, they are on my Rogers bill. According to Rogers it's from Bango.


Even though Rogers is the one sending me the bill, taking the money for this third party, they cannot assist in getting me a refund and blocking any further charges from them. They told me this Bango company is part of google. Besides taking my money, Rogers has zero responsibility. This does not make sense to me. If I don't pay the bill, Rogers will come after me but they cannot help me because it's a third party charges, even though they are tho one collecting the money.

I contacted Bango by email and after many exchanges they told me they cannot do much, I have to contact Google. I emailed Google and they want me to send them the correlation ID so they can confirm the charges and further investigate, without the transaction ID they cannot take action.

So I called Rogers asking for the transaction ID, of course, Rogers told me they don't have a transaction ID to match to these transactions. This is ridiculous because how can Rogers be sure it is related to my account, the tablet's number if they don't have a transaction ID?

This situation is very frustrating, stressful and am disappointed in Rogers because I've been their customer for at least 10 years.

I've removed the SIM card in the tablet but am not sure this will resolve my current issue.


This is from Google:
Thank you for contacting Google Support.

I appreciate you for providing the information and I apologize for any inconvenience this may have caused you. We tried to check the charges from the information that you provided however I'm not able to locate the charges without the correlation ID. For us to further assist you I highly recommend to contact your carrier so that they can provide you the correlation ID. Thank you for your patience and understanding.

It usually starts with an alphabet character followed by either 18 digits like “g000000000000000000” or 39 digits like "g000000000000000000000000000000000000000".
Amount of transaction.Date of transaction.Total number of transactions.

I also would like to ask for your approval to access your device and account information for security purposes of your account. Thank you for your patience and understanding.
I'm looking forward to hearing from you soon.

They want the freaking correlation ID that Rogers doesn't have. 

This is from Bango:
We review each and every disputed charge to the full extent that is within our ability. If these charges are not originating from your Google Account, we need to direct you to contact Google for assistance as we do not have visibility on account information due to data and privacy protection policies and their team will be able to assist you further with these charges to dispute them. I've included the link below to help you be able to reach them. 


Unfortunately, I know this has happened to other Rogers customers.

I would like Rogers to do more to help dispute these types of unauthorized charges because they are the one collecting the money. 

I would like these charges removed from my account and any future third party charges to be blocked from my account.  I have also sent emails on this to Rogers ombudsman office because Rogers should take some responsibility in situations like this because the collect the money and stop using "this is third party charges" as a way out.

[Pink_Rose]

This is an update to my post. I received the following email from Google this morning:

Thank you for contacting Google Support.
I appreciate your patience and understanding. I apologize for any inconvenience this may have caused you. As much as we want to further investigate your concern but I'm not able to locate the charges on the invoice that you submitted. I'm so willing to assist you. I'm planning to escalate your case to our specialist but they will need the correlation numbers that I'm asking you. Since the charges were reflected through your carrier billing or your phone bill I highly recommend asking them if they can provide you the correlation number. 
I'm looking forward to hearing from you soon.


Still no correlation or transaction number from Rogers. Am stuck in the middle and I don't know what to do.

[Xdj]

Hello Pink_Rose,

I'm sorry this has happened to you, you're not alone.

I started this thread almost a year ago because the exact same thing happened to me. The first thing I would do is get the number changed on your tablet and get Rogers to block all third-party charges on the new number! This will prevent any further fraudulent charges on your tablet number that you're responsible for.

There's something wrong with the way Rogers, Bango, and Google manage transactions because the Transaction #'s and Correlation ID's don't exist on Rogers bill and there's no paper trail for the purchases.

FYI, Bango.com processes payments for Google Play and other online companies. They are the “Direct Carrier Billing”.

Bango is no help, they haven't returned any of my emails in 8 months. I almost had Google's help but when I had them on the phone, I was disconnected from them and I couldn’t get them back on the line. Very frustrating...

I spoke to 5 reps from Rogers until I got a refund from them but it was for only the first month of charges ($100). Unfortunately, at the time, I did not know about the second month’s charges and I had to eat the $50 fraudulent charges.

I’m not sure if you have read all the posts in this thread but some people have been able to get refunds from one of the 3 companies but there’s no rhyme or reason why some people are able to get refunds and some don’t. It may be that the rep they speak to have some sympathy for them and understand their situation. I really don’t know...

No help from Rogers here and the Moderators have no idea how to handle this situation. Until it happens to one of them, they can't help! I can appreciate the moderators but they don’t have a solution for this issue that I’m aware of.

I wish I could help more but until Rogers does more like include the Transaction #’s and Correlation ID's on their bills, we have no record of the transactions to show Bango and Google. I don’t think we should be responsible for transactions that Rogers doesn’t have the appropriate information to charge their customers.

Rogers needs to prevent third party charges and direct carrier billing by default. The customer should be the one to enable these payment options when making a purchase with their mobile device. I know in Google Play I don’t have Direct carrier billing enabled but it’s a start.

I’ve sent an email to a couple of investigative news programs to shed a light on this criminal activity by Rogers, Bango, and Google so it will prevent others from getting ripped off from big tech companies! I’m still waiting to hear back from them.

We all need to reach out to someone who has some clout that can investigate these fraudulent activities by these companies and get a stop to these fraudulent charges.

Pink_Rose, I wish I had all the answers for you but unfortunately, I don’t. I would keep calling Rogers, maybe see if you can speak to a supervisor and explain that you are not alone in this situation and have them look at this thread. Try again to contact Bango and Google and explain there are no Transaction #’s or Correlation ID’s with the charges on your bill.

Good luck, keep us updated on your progress.

Regards,

X

[Pink_Rose]

Thanks for your reply. It is a frustrating and unfortunate situation. Rogers should take more responsibility. One of the Agent I talked to said Rogers it's like the mailman, but I told him that the mailman will not come after me if I don't pay the bills that he delivered, he is not involved at all. Contrary to Rogers who is collecting the money.

I want to go to CBC's Go Public. Which news outlet did you go to?
I will have to send them copies of this post; let me know if you have any objection women sharing our exchange with them.

Thanks.

[Xdj]

CBC's Go Public.

I sent them an email in October.

By all means, share with whomever you would like. The more people that know what's happening the better!

X

[Tammy4]

I'm being charged for games that I have NEVER played... $141 and I am upset. I don't play Pokemon or world craft. I want this deleted and credited to my account. 

[RogersAndy]

Hey @Tammy4!

Welcome to the community!

I can appreciate that seeing unexpected charges on your Rogers bill would certainly come as a shock! Charges on your Rogers bill from 3rd party sources would be charges applied to your account from those sources, this could be from any phone on your account. I would definitely recommend reaching out to the games support for clarification on those charges as well as checking your purchase history in the Google Play Store/Apple Store. 

@RogersAndy

[Thompson123]

I am having the same problem and it is also coming from my “free” tablet from Rogers.
70 dollars of fees through bango that I did not purchase or authorize.
Rogers says contact bango. Bango doesn’t answer. Rogers will do nothing about charges. No record of purchases on our google account.
If anyone figure out what to do please let me know.

[Tammy4]

This is VERY FRUSTRATING... because it is taking so long for "someone" from BANGO (usersupport)... I am still waiting for BANGO to reimburse my ROGERS account and these extra charges started back in November 2020. Again, this was a FREE TABLET from ROGERS. I was charged for video games... POKEMON and an ENTERTAINMENT site... interesting why this happened???? Again, I have told BANGO 7x now, I am a high school English teacher and I have NEVER played POKEMON in my lifetime, nor do I download any video games on my tablet. The ironic part is... I have NEVER given my password to anyone, my tablet does NOT leave my house... I have no children and no one else uses my tablet, but me... ONLY ME... and these "EXTRA CHARGES" were added to my tablet while I was teaching school (in the exact school building) and my tablet was home -- how strange is that? Yes, someone has hacked my tablet. How? I have no clue. First of all, I would NOT be playing POKEMON at school... and I am 100% certain that I have NEVER played POKEMON at home. I am more than frustrated. 

[Ckiks21]

Nous avons aussi ces frais sur notre facture et nous ne comprenons pas d'où cela provient. Je vais communiquer avec rogers

[MSWebb]

I am going through the same nonsense right now.

The exception from your tale is that Rogers is telling me they can't block or refund, Bango is telling me they can't block or refund and Google wants a correlation id which I can't get. 

I will have no choice but to cancel my service and switch providers. Seems like a tidy little money maker they have going on.