Cancelled Internet continues to get charged to credit card

[kayleewon]

I have been dealing with Rogers and contacted them over 5 times now to get this issue resolved. I cancelled my account 3 months ago but I kept getting charged to my credit card.  I even returned the modem but was getting charged to the credit card on file. I now have been charged over $200 and the chat agent actually removed my credit card information on file to ensure that i am not getting charged more while the case is escalated (another third time). Now the charge is back as a credit on the account and they are telling me that it needs to be sent via mail because they no longer have the credit card info on file even though the agent before specifically mentioned that it can be refunded to the same credit card. Now I have a over $200 balance on my credit card that I have to pay and who knows when this cheque will arrive. They really screwed up and every interaction is a screw up with them over the past 10 years i've been with Rogers so i am now switching to other carriers. They still keep calling me but fix your problems first before trying to retain customers.

[RogersJo]

Good Day @kayleewon, 😊

Yikes! We're sorry to see you go! I can assure you this is most definitely not the type of experience we want you to be having. Once a refund has been initiated, it takes about 3-4 weeks for you to receive the cheque via mail to the billing address on the account.

In the event that you have yet to receive the refund within the 3-4 week timeframe, please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

Regards,

RogersJo 
 

[kayleewon]

An update from December, I still did not get my refund. Instead, I got another charge $274 saying unreturned equipment, which was returned over 3 months ago and Rogers confirmed. This is absolutely ridiculous, wasting everyone's time and again stealing money from customers.