Credit promised for installation charges

[Jobanwalia]

So I got this interent was having bell before which was working good. The sales agent (referred to me by my friend), gave the same deal as my friend got. I asked him if their would be any installation charges, and he mentioned I am offering you 150$ of credit which will be covered your activation and installation fee and remaining credits will go towards next bill. I agreed to it and when my first bill came there were additional charges of 149 + tax for installation and activation. There were no credits. So I called the customer care and they said the sales agent doesnt made any note about the credits so they wont give me credits for it. It is a disaster experience. Not gonna prefer rogers no more.

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[RogersCorey]

Good morning @Jobanwalia,

I am sorry to hear that this promise was not met. This is not the experience we want you to have with us.

We'd be happy to take a closer look to see if we can track down this promise! 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

[Jobanwalia · Accepted solution]

Thanks for replying! I actually just received a call from Roger’s president office and they have resolved the issue. Thank you for your time.

[jacob13]

This same thing happened to me... how are sales agents lying to us like this? I do not recommend Rogers, I was a happy Telus customer before...

[RogersYasmine]

Hello @jacob13 !

Welcome to our community and we appreciate your joining in the conversation. 🙂

It's disappointing to hear that you haven't received the credit you were promised for the installation of your services. We'd be happy to have a closer look to see the reason for the delay. Kindly send us a PM @CommunityHelps to get started!

Thank you,

RogersYasmine

[Friar5]

The exact same thing happened to me. I even gave them the name of the door to door rep and nothing has changed.  Contacted them many times and the situation is being totally ignored. I'll be lodging a complaint to the appropriate government agency.

[RogersCorey]

Good afternoon @Friar5!

It can take up to 3 billing periods for this credit to appear on your bill. If its been more than 3 billing periods, then we'd be happy to take a look for you.

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

[Friar5]

We had rogers installed Nov. 21 and removed Dec. 21. I have managed to get the bill for the equipment removed but the credits have not been added. My bill was supposed to be $120 but it is now $642.47. This is insane. I have spent hours on the phone and chat talking to represents. I have a case # and ticket # but nothing seems to be working. I feel that I will have to take this somewhere else if it is not resolved such as the CCTS or anywhere else I can lodge a complaint.

[RogersMaude]

Hey @Friar5,

Welcome to the community and thanks for your post! 

I understand that being seeing unexpected charges billed to your services, can surely be concerning. We would like the opportunity to verify what took place.

If your billing dispute is not yet resolved, please send a private message to @CommunityHelps. so we can go through the process to access your account and take the necessary measures to resolved this matter.

To learn how to send us a private message, simply check out this blog. Thank you!

RogersMaude