Billing Issue

[Gayatri]

In November 2024, I got two phones after spending around 15 hours dealing with the process. A manager assured me that my monthly charges, including taxes, would be $169.53, and they confirmed there would be no changes to my plan. However, when I received my bill, it was over $182. When I raised the issue, I was told that prices had increased and I needed to pay the higher amount.

I've been a Rogers customer for over 10 years, and I was informed that the discount I had been receiving no longer applies. However, when I got the phones, I was explicitly promised that my monthly payment would remain $169.53. Now, I’m being told that nothing can be done and that it’s “just an $11 difference,” as if that’s insignificant. Additionally, I was told that since everyone else is paying the price hike, I should too.

My question is: why wasn’t I informed about this price increase when I got the phones? As a customer, don’t I have the right to be fully informed when making a decision about a service? Promising one price and then charging more later is not only misleading but feels like theft from customers.

**Labels Updated**

[RogersYasmine]

Good day @Gayatri ,

We appreciate you joining us in the community forums and thanks for your detailed post. 🙂

We definitely do our best to remain as transparent as possible when dealing with our customers. I'm sorry if we failed to inform you of an upcoming rate increase that was to take place, it may have been an oversight on our part. 

By any chance, has this matter been resolved since your post? If not, we can certainly have another look to see if there's anything we can do to assist. We would need to review your account details to see what transpired. Feel free to send us a PM @CommunityHelps to get started. For more information on how our Private Messaging system works, please check out our blog.

Kind regards,

RogersYasmine