Charged for Equipment that was Returned

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MattMbz
I've Been Around
Posts: 1

Charged for Equipment that was Returned

I just realized that I've been getting charged for a cable box rental at approximately $12 per month that I had returned in 2017. For 3 years now I've been paying for this rental even though I had returned as it wasn't being used. What are my options?

 

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57
Resident Expert
Resident Expert
Posts: 3,958

Re: Charged for Equipment that was Returned

You can contact Rogers and see what they'll do for you. Based on experience by others, I believe Rogers will often provide a credit for up to a few months for people that don't review their bills properly, but I doubt you'll get credit for 3 years.  Do you have the confirmation document that the box was returned in 2017?  Without that documentation Rogers could say it was never returned...



Snoopy-Dogs
I've Been Here Awhile
Posts: 3

Re: Charged for Equipment that was Returned

I am extremely frustrated to post this note. The customer service is absolutely a rip-off. I have been charged for equipment not returned twice close to 560 $. I have the canada post delivery receipt for the consignment delivered to rogers. The customer service is appalling and just plain lies to reverse the cost.

Is there an ombudsman forum or a moderator who can help here ?

Absolutely frustrated with Rogers.

RogersLaura
Moderator
Moderator
Posts: 742

Re: Charged for Equipment that was Returned

Greetings @Snoopy-Dogs,

 

Thanks for being a part of our community and congrats on this being your first post! 👍

 

Being charged for equipment that has been returned can certainly cause quite an upset...I wouldn't be a happy camper either. 😞

 

Just to confirm, when was this equipment returned? And when does your tracking info show that we received the equipment at our warehouse? I'm wondering if the charges were applied before we could process the return in our database. 

 

If you'd like us to have a closer look at your account with you, please send us a Private Message @CommunityHelps so we can get started. For more information on how our Private Messaging system works, please check out our blog.

 

Thank you kindly,

RogersLaura

Snoopy-Dogs
I've Been Here Awhile
Posts: 3

Re: Charged for Equipment that was Returned

Thanks for reaching out. 

 

The issue now has been addressed and lot of useful information on this board.

 

Yes, it has left me with a poor experience. Does not matter as this problem has been addressed.

Legge
I've Been Here Awhile
Posts: 3

Re: Charged for Equipment that was Returned

ROGERS took money from my VISA account after I no longer needed their equipment  but still possessed it.  So I returned the equipment to a ROGERS store,  I was given a receipt for $790.93.  

That was November 26, 2020,  

Am I just being impatient as I wait for the money they owe?  Would ROGERS wait this long for money anyone owed them? 

Should I hold my breath as I wait for the money?

RogersZia
Moderator
Moderator
Posts: 1,299

Re: Charged for Equipment that was Returned

Good evening @Legge,

 

Welcome to the Community!

 

$790.93 is a rather significant amount and I would be concerned about the charge too if I were you. Once the equipment has been returned and updated in the system on our end, the charges will automatically be reversed. Depending on your billing cycle and the return date, the credit could be on the next immediate invoice or the following one.

 

Let us know if you have further questions pertaining to this :).

 

 

 

RogersZia

llewellynhuman
I've Been Here Awhile
Posts: 2

Re: Charged for Equipment that was Returned

Hi,

 

Outstanding Modem Bill After Equipment Returned.

 

I cancelled my Rogers internet on November 5, 2020. At that time, I also followed all the instructions sent to me and returned my modem to Rogers via Canada post. Canada post tracking confirms that the modem was returned November 9, 2020.

 

On my next bill though, I was charged an additional $194. When I called Rogers they said it was the modem cost. I've called 4 different lines and all have said to just wait an extra week. It's been almost an extra month and my bill is due Dec 30, 2020. I do not want this to impact my credit score or receive late charges for something I already returned.

 

Nobody has so far been able to confirm my modem was received or even look into it. I have removed my credit card from my automatic payments as I will not be paying this charge when I have already returned the modem.

 

Can someone please advise or provide a contact means on how to ACTUALLY get someone at Rogers to do something and investigate this charge? 

 

 

RogersLaura
Moderator
Moderator
Posts: 742

Re: Charged for Equipment that was Returned

Hello @llewellynhuman,

 

We appreciate you posting your concern here in the community and congrats on this being your first post! 👍

 

I know there have been some slight delays with processing returns due to the current pandemic, however, I agree that this does seem quite long.

 

We would love to investigate this further for you to see what's going on! We have responded to your recent PM and are waiting to hear back from you so we can proceed further. 

 

Looking forward to your response!

 

RogersLaura

-G-
Resident Expert
Resident Expert
Posts: 1,751

Re: Charged for Equipment that was Returned


@llewellynhuman wrote:

I cancelled my Rogers internet on November 5, 2020. At that time, I also followed all the instructions sent to me and returned my modem to Rogers via Canada post. Canada post tracking confirms that the modem was returned November 9, 2020.

 

On my next bill though, I was charged an additional $194. When I called Rogers they said it was the modem cost. I've called 4 different lines and all have said to just wait an extra week. It's been almost an extra month and my bill is due Dec 30, 2020. I do not want this to impact my credit score or receive late charges for something I already returned.

 

Nobody has so far been able to confirm my modem was received or even look into it. I have removed my credit card from my automatic payments as I will not be paying this charge when I have already returned the modem.

 

Can someone please advise or provide a contact means on how to ACTUALLY get someone at Rogers to do something and investigate this charge? 


Rogers needs to reverse this charge, zero-out your account and close it immediately.  The problem is that you ABSOLUTELY WILL get hit with late payment charges.  Once Rogers finds your return, they will reverse the charge for the late equipment return but you will still need to contact them again and again to get the late payment charges reversed.  Furthermore, once those late payment charges kick in, it can take MULTIPLE billing cycles to get subsequent late payment charges eliminated from your bill and get your account closed.

 

Rogers may argue that they cannot reverse the late return charge, since an additional credit will be applied to your account once your equipment return gets processed.  However, since you have cancelled your service, it would be best, for all involved, if Rogers could reverse all charges, close your account, and deal with any other issues that occur afterwards.