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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