Billing

[RobFord2]

I cancelled my service on Sept 16th and have received 2 confirmations that my equipment (modem and pod) were received back. Still getting billed for the service and now getting notices threatening late fees if I don't return the equipment. 6 phone calls, 4 senior managers and over 7 hours on the phone. Despite promises of following up to make sure the charges were reversed and the account closed, as of today nothing has been done.

Rogers... you need to get your act together. You're starting to act like Bell

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[RogersMaude]

Good afternoon @RobFord2,

We appreciate you took the time to bring this matter to our attention and can only imagine the inconveniences caused by this situation.

I understand you made the request to get a call back from a manager and at the time of your post, you still had not heard back. At this point, are you able to confirm that someone from our Management Office did reach out to you to resolve this?

Please let us know if the problem you described is resolved following their call or if your situation has evolved since you posted!

If you would like us to look into this further, please send a private message to @CommunityHelps. We'll be able to gather your account information and guide you through the next steps. If you're not familiar with our private messaging system, click here.

RogersMaude

[RobFord2]

I had spoken to 4 managers…. One who promised to elevate my concern to the President’s office. I did receive a call from the President’s office but not because of my interaction with the 4 managers. They called because I had also registered my complaint with the Better Business Bureau and the CCTS. The call was last evening.

I am unsure if the situation has been resolved as they have just unlinked the account so that I can’t see it when I log on. I won’t know until the next billing cycle if it is done. I had received a threat of late fees if I don’t return the equipment…. Despite having received 2 confirmations that the equipment has been received and removed from the account. Time will tell…..

[Datalink]

@RobFord2 have a look at the following post regarding equipment that was temporarily lost by Canada Post.  

https://communityforums.rogers.com/t5/Account-Support/Unreturned-Equipment-Charge/m-p/483602/highlig...

In a nutshell, according to the CRTC, and I quote:

"Then I was reviewing my email and found one from the CRTC. They accepted my case and informed me that Rogers can not ask me to pay the bill, can't have a collection agency hound me for payment, can't charge interest and must reverse any interest they've already charged and can not forward this to Equifax or TransUnion. Obviously at the time of their email they didn't know of the changes that have occurred since my email to them."

So, the CRTC has already ruled on a case like this.  If you're discussing the situation with the CCTS or CRTC, remind them of the previous ruling or statement issued by the CRTC.  I'd also remind any Rogers staff that you happen to have similar conversations with.  Any issues with shipping returned equipment are either between Rogers and the Canada Post, or between Rogers Billing and Rogers Warehouse staff.  

[RobFord2]

Actually, the equipment is not lost. It was confirmed delivered by Canada Post and receipt was acknowledged by Back Office operations at Rogers. There seems to be some disconnect between departments and multiple managers have been unable to resolve the issue. Despite having the equipment they were still issuing bills and demanding return of the equipment.

The office of the president has intervened now so we will keep our fingers crossed that the issue has been resolved… stay tuned.

[Datalink]

The point that I was trying to get across is that the CRTC has already indicated to Rogers, at some level, that returned equipment, whether in transit or at Rogers warehouse, is Rogers responsibility, and that the consumer will not be held accountable for any losses or any of Rogers inefficient processes, at which point Rogers threatens the customer with further action, which can degrade your credit rating.  The CRTC might have to read the riot act to Rogers, once again.  

[Srivascod]

Hi,

I got a collection notice today stating the cable equipment is not returned for my account which was closed on aug 16th.
I have sent it via Canada post long ago and have it delivered on aug 22nd as per delivery tracking details.
How can they not check that and send it to collection.
What are my next steps here. I don’t want to have any impact on my credit report as late payment or anything of that sort for your mistakes.

I am a totally responsible person when it comes to payments. I want this to be resolved ASAP and the credit report should not have any impact.

[RobFord2]

Contact the Better Business Bureau and register a complaint with the CCTS/ CRTC