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Change of Residential address: Unreturned modem double charge and late payment charges

Vince2022
I've been around

I was being charged twice for unreturned modem equipment which I have been using for 2 years. Customer Service representatives cannot seem to resolve the issue for already 3 months; it is still ongoing as of this writing.

Here is the timeline:

1.) September 3, 2024 - I have asked advice and inform Rogers that I will be moving on October 3 to a new address. In the middle of chat support, my services was cut and it was incorrectly cancelled by your representative so I had to reach out again to restore my services and it was restored.

 

2.) September 24 billing - it has come to my knowledge that I have been charged for modem unreturned equipment and cancelled all my promos. Why will I be charged for unreturned equipment if I am using it for Roger's services? My monthly $86.99 bill becomes $433.53. 

 

3.) September 28 - I reached out for help via Chat to clarify and correct the charges - I was told that the first customer representative action was a mistake. The new representative said that it has been corrected and will be applied for the next 24 hours but this correction never happened.

 

4.) October 2, 2024 - I called Rogers that I will be transferring residence on October 3 and I need to transfer my current services to my new address. I was told that there should be no extra charges for this request.

 

4.a.) October 3, 2024 - Move in to new address happened, I called Rogers to give me signal to the port. No technician went to my place to assist/help me. I was the one who connected to the port and configured in the app.

 

5.) October 16, 2024 - I paid $433.53 charges because I don't want my services to be interrupted as I need this for work.

 

6.) October 17, 2024 - I reached out again to Rogers to dispute and correct my billing but not resolved, I was advised to wait for my next billing. 

 

7.) October 31, 2024 - I received a text message from Rogers' system and got a new bill with another charge of 292.97. I called Rogers' and why I am being charged for another 249.95 for Express Setup? I was told that this was the charge for my move. I was advised that this is wait for next bill.

 

8.) November 7, 2024 - I reached out for follow up on my concern. The bill of 249.95 is regarding the unreturned equipment. Again, why I have been charged again of unreturned equipment if I am using it and I paid it in my $433.53 October 16. The representative told me that a credit in the notes that should reflect in the billing cycle amounting to $381. And I need to pay only for $45 dollars plus tax on November 19th.

 

9.) November 19, 2024 - I paid $45 dollars plus tax = $50.85 as advised on November 7

 

10.) November 21, 2024 - I received a notification in the app that I will be charged for late payment fees because I didn't pay for $292.92 - October bill. 

 

10.A.) November 21, 2024 - I reached out again to Customer Service after receiving notification about late payment charge, It was more than 1 hour call - I was advised that the $249.95 was adjusted and should reflect on my next billing as credits. And there is no $381 credit in my account notes stated by previous customer representative. There should be no late payment charge.  Adjustment will reflect in 72 hours. I was given two case IDs.

 

12.) November 27, 2024 - I received another bill with amount of $316.86, this includes late payment charges, no credits on my issue (only additional fees) .All those advices from Customer service representative about my credits never happened and never reflected so I am reaching out to Management Team cause it's now back and forth followups and it's daunting and exhausting. 

 

Summary: 

Bill charges (incorrect): $433.52 (September), $292.92 (October), $316.86 (November)

Total Payments: $433.53 + $50.85 = $484.38

All I need are the following:
1.) To get my refund of 249.95 + tax in my September bill

2.) Cancel the 2nd charge of 249.95 in my October bill

3.) Cancel the late payment charge for November Bill because I paid and followed the advice of =your customer support.

Why would I have to pay for Rogers' mistake of cancelling my account, charging me for unreturned equipment twice (which I have been using for more than 2 years)? 

Again, the equipment is with me because it is being utilized for Rogers' services. Why would I return the modem equipment if I am using it. If I return it, what should I be using to connect to the internet? 

Various customer representatives stated different advices via the case IDs that I have and providing me false hopes that they have applied the credit since refund to my credit card or mode of payment is never possible.

 

I love Rogers but it's becoming an exhausting task for follow ups for me to know it the correction has already been made.


I badly and desperately needing some help here as this case is going on for months.
Thank you!

 

 

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1 REPLY 1

Re: Change of Residential address: Unreturned modem double charge and late payment charges

RogersYasmine
Moderator
Moderator

Greetings @Vince2022 ,

 

A warm welcome to our forums and thank you for posting a very detailed account of your ongoing issue. I'm really sorry it has taken this long to get this matter resolved, that is not how we would have preferred things to go. 😕

 

Since your post, have you been able to make any headway? If not, we would certainly like to take a closer look to figure out what is happening and see if we can help get it resolved. 🙂

 

If possible, please send us a private message @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

 

Thank you very kindly,

RogersYasmine

 

 

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