Billing

[Kblacker555]

I have been a Rogers customer for more than 20 years. I changed my cell phone from Samsung galaxy 22 to the new galaxy 24fe back in October 2024 because they had a great promotion. Due to my long loyalty to Rogers, the manager of the Rogers store processed my exchange and stated they would waive the $70 set up fee. I also received a free Sim card and portable speaker as my trade in phone was in excellent condition. Fast forward to my first bill in November which was $200 more than it should have been. They dinged me for the set up as well as the Sim card, set up and financing for the Sim card. I went back to the manager that I dealt with and she agreed that the billing was wrong. She put it for a review and asked me to be patient as it takes a while for refunds to be processed. Well, now it's March 2025 and I am still waiting for the entire refund. I did receive $100 in December, but I'm still waiting for the remaining $100. I don't understand why it should take this long to correct a billing issue.

***Edited Labels***

[RogersJermaine]

Hi @Kblacker555,

Welcome to the Rogers Community Forums and thank your post! We appreciate you sharing your most recent experience and we do hope that since you have last posted that the issue has been resolved. 

In some cases, it can take 2 – 3 billing cycles for all the credits to be reflected on the account but we can certainly take a further look into this for you. Please feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our private messaging system works, please check out our blog.

Regards,

RogersJermaine

[Kblacker555]

Hello,
Thank you for your response. I understand that refunds may take a few months but it has been 4 months now and despite speaking to the manager of the Roger's store on 4 occasions and multiple requests for refunds being made, my latest bill shows no refund. Short of putting a bad review on social media, I'm not sure what else I can do to rectify this situation. I do know that I will seriously consider whether I will renew with Rogers when this current contract is up.