Billing after cancellation

[veronicameg07]

I cancelled my Rogers Internet back in June 26, 2023 and received my last bill; however, I received a new bill for the month after the cancellation. I checked my account and it looks like that rogers cancelled my service but restarted it without notice.
This is frustrating! I talked to an agent on the day I cancelled my service, everything was fine. Today I contacted another agent about this matter and the agent told me he couldn’t deal with it saying that I need to talk to other departments.
I’ve waited many hours just on cancelling my service and confirming my cancellation.
Why is it so difficult to work with rogers?

*Added Labels*

[jjjjy7]

@veronicameg07   I feel your pain.  I cancelled my services on June 14 and two days later I noticed they were still on.  I called in to report it and was told I was given a 'free' month in case I wanted to come back.  I packaged up all my equipment and mailed it back.  A week later I was issued a bill for my 'free' month.  I called in again and was told it was an error, and would be corrected in 4 business day.  When it wasn't corrected I called in again and was told it would take 7 business days.  Then I was told 2 business days... and it continues.  Then I called in last week and was told my services had been reactivated at a residence where I don't even live anymore.  As of now I am getting over due notices for services I don't have.  I explained the services are not on, as my home phone number doesn't work and I can't access my email. 

My frustration is each time I call in I get a different customer solutions "specialist" and have to start from the beginning, and each one tells me something different.  I waited 2 hours to speak with a manager only to be disconnected.  I have been dealing with the mods on this site but was told they can no longer help me. 

Thank you Rogers for treating your customers so well.

[mebe]

Cancelling services, as you both know, can lead to all kinds of unexpected situations.

If you think of the Rogers billing system as a runaway train, your job is to get that train derailed by the "right" employees.

If I were to cancel my account today, depending on when I cancelled, I would expect up to two more bills. If a bill was already generated before I cancelled, I would then expect two bills ... the previously generated one, and then the Final bill (for my closed account).

However, since things don't always go according to plan, you may have to deal with Rogers several more times to get any of the errors finally fixed.

Instead of dealing with multiple failures, if you check the bottom of your bill (in the Messages section), you will see some recommendations for dealing with bad customer service.

One is to contact Rogers via the Share a Concern link, and then if that fails to get the problems resolved, contacting CCTS is mentioned.

Simply scroll down any page to "Contact Us" and then after clicking the link, when you arrive on the next page, scroll down near the bottom to "Share a Concern" and then click that.

From there, just summarize your post(s), and choose whether you want to be contacted by phone, email or text. If it's busier than normal, you may have to wait more than 3 business days, but you can always try again if you think your request for help has gone unnoticed.

You can ask for a supervisor to get you in contact with an Office of the President agent, and that agent can then do some of the dirty work of contacting various depts for you.

The goal is to figure out what had gone wrong and to fix it.

If it happens again, even if you were told that the problem has been fixed, you can then try again, or contact CCTS to see if it can put more pressure on Rogers to solve everything.

Accounts get opened and reopened far too often to think of these billing issues as rare occurrences, but if you are at least dealing with more experienced and powerful agents, you can hopefully avoid future dealings with collection agencies.

May the force be with both of you!

Sincerely,
The Runaway Brain

[jjjjy7]

@mebe   I know eventually I will get the right person who can make this right, but in the meantime it is so draining having to go through the process and not losing your cool on the phone (though I have come close).

[RogersZia]

Good evening @veronicameg07

Welcome to the Community!

I know how inconvenient billing issues are to deal with, especially if the wait times are high or you're calling in more than once. Did you know we provide support via the forums and social media? It's a convenient way to get in touch without waiting on the phone for long hours. We can also view the conversations wherever you last leave them so it's easier to pick up in case you need to take a break or have anything else to do at the same time. 

If you still require account assistance please send a PM to CommunityHelps or contact us via Twitter @RogersHelps or on Facebook.com/Rogers. 

@jjjjy7 I see you have already reached out to us via @CommunityHelps, we're happy to continue the conversation if you require a follow up.

RogersZia