Charging for long distance

[Paramjot98]

My plan name is 5G Infinite Premium with 1000 US & 1000 Intl Long Distance minutes. I called Rogers to confirm which countries are included in the 1000 international minutes, and they told me that India is included and that I could make calls to India. However, when I received my bill, I was charged for all the calls I made to India. Now, Rogers is refusing to take responsibility and is saying that I cannot make international calls.

[Wesfoulds]

That say one thing and do another thing all the time . It’s happened to me to

[LordDrakkon]

Calls to a country might have certain restrictions. Some might be regional. Some might be specific types of lines being called. Whatever those are and what your plan includes and does not include, is on you as the customer to understand.

[Paramjot98]

Thank you for your response. However, I believe there’s been some miscommunication on your end. I spoke with one of your representatives who explicitly confirmed that international calling was included in my plan, and that I could call the specific country without incurring extra charges. Based on this information, I proceeded with the call, only to be later charged for every minute. When I contacted Rogers about this issue, I was told that it would take up to four weeks to review the recordings. Even if it’s confirmed that I was misinformed, your team mentioned that they may not be able to offer any resolution if international calling is not included in my plan. As a customer, I acted in good faith based on the information provided by your representative. I would appreciate a more immediate resolution and a waiver of these charges, given the miscommunication from your end. Please escalate this matter, as I believe it is unfair to charge me for calls I was told were included.

[RogersCorey]

Good afternoon @Paramjot98,

@LordDrakkon is not an employee. He is a customer, just like you.

If you're looking to escalate this matter, you'll have to PM us for full support. Please feel free to send 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,

RogersCorey