Charged a 60$ Set Up Fee After Being Told it Would be Waived

[Shay05]

So I looked at my bill and noticed I was charged 60$ for a “one time set up fee” when I was told that it would be fully waived by the agent who had to put through my order because the online self serve portal wasn’t working every time I had attempted to order the new phone and apply for the new plan. The agent said there was a note on my account for the fee to be waived. What was even more confusing is that I have a 20$ financing credit for the plan I chose and yet I am being charged 36$ a month for the phone which also doesn’t make sense. Why are agents telling me it will be waived when I had applied for my new phone and phone plan when I set up the device myself I didn't go into a store to do it, and I used the self serve portal online originally to apply for the phone. The customer service agent on the phone only assisted me because the online portal wasnt working for the few weeks I had tried to apply for the new plan. It feels like I was scammed into something that promised to be significantly cheaper than my previous phone plan. I truly feel like I shouldn't be charged a set up fee when I never went into rogers to set up my phone whatsoever. If I knew that this would happen I would have gone to a cheaper phone company. Did this happen to anyone else?

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[RogersMaude]

Thank you for joining the Rogers Community, @Deann . 

We are grateful you took the time to let us know, so we can investigate what happened and rectify the problem.

Were you able to get your concerns addressed since you posted? If it's not the case, Please send us a message @CommunityHelps to allow us to access your account and take a deeper look into this.

If you're not sure how to send us a private message, click here. 

Thanks for the opportunity to help you resolve this!

RogersMaude

[Barb17]

I spent over an hour yesterday on the “chat” going in circles regarding the issue of being sold a plan that would include the activation fee being waived!! I got my bill & $60x2 was on the bill. I expressly told them I wanted to CANCEL EVERYTHING - they kept asking me to hold for 3-4 minutes while they LOOKED INTO it. After an hour with the rep promising she was going to cancel the $60 x2 fees & tax after 90 minutes on the phone - I said I could not hold any longer. They did NOT reverse the charges all they did was redo the bill trying to justify the charges- my advice steer clear of signing with Rogers!!

[Jeppi]

This is happening to right now. Trying for a few weeks to order online with the system not letting me complete my order. Called in customer service representative Trying to help me. Only for them to tell me to go into store and I should be able to help me. But I still got charged that fee 3x because I upgraded 3 phones. Now they have me on forever hold when I asked to be transferred. Over 20 years with rogers and customer service acts like they can't help me. Am gonna just cancel and return the phones. So upset

[jlizzz11]

yes, this is the right answer.. check your bill there should be a credit that is being applied over 6 months.

[RogersYasmine]

Hello @Jeppi ,

Thanks for taking the time to share your recent experience with us and we are extremely grateful to have had you as our customer for 20+ years! I'm sorry to hear that you were billed for the Set-up Service fee unexpectedly, despite being told otherwise. 😞

By any chance, did the agent you spoke to on the telephone leave notes on your account indicating that the Set-up Service fee would be waived following the upgrades to be done in-store? Or did the store who did the upgrades for you, include this in your agreement at the time of the upgrade?

Normally, if a customer does an upgrade in-store and the rep agreed to waiving the fee (but it was not done), then the customer would need to return to the same location to dispute the charges. Please let us know more details so we can further address your concern. 

Kind regards,

RogersYasmine

[Grinthock]

Add me to the list of people who were misrepresented, lied to, take your pic of adjective.   

I moved from another carrier and the sales associated said the setup fees would be "Waived" only to find multiple setup fees.   I was told "it would be credited in 90 days" - ok so Rogers is taking money from how many people and holding it in their account for 90 days, I don't get the use of my money, but they do. 

There is another problem, the Rogers cancellation policy states I only have 30 days to cancel my service before my multi year contract goes into effect.    So basically I have to wait until AFTer the 30 days to find out if I get it back, and if I don't - it's too late to cancel.  

This is unfair business practice in my opinion, as unexpected, my sales associate has now ghosted me.