Devices Sent & Received But Still Showing Save & Return Charges On Account

[1233321]

I have 2 existing devices on save & return in good working condition. I upgraded to new devices approx. 90 days before the save & return deadline. 'Return Kits' were issued and both existing devices were shipped back by purlolator and received at their destination. My accounts still show the save & return being outstanding and the save & return charge ($480/device) to be charged on my next bill.

According to the Roger's rep the only way to confirm the devices were received and confirmed removed is to wait for the next bill and hope that the save & return charges are not being billed and the devices have been confirmed returned. If I am charged the amounts I need to wait and hope that I am credited on the next bill. 

In order for the save & return amount to not be billed, the devices must be acknowledged to have been received and verified working in some form prior to the bill being issued. How do you, or who do you speak to to confirm this? 

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[RogersYasmine]

Hello @1233321,

Thank you for being part of our community and for posting about your billing concerns regarding our Save & Return program. 🙂

I think we'll need a bit more clarification to better understand your situation. Did you complete the hardware upgrade + request the return kit during the final month of your financing term? Or did you do this within the 2 months following your term end date?

If you completed the device upgrade during the final month of your financing term OR within 2 months following your financing term expiry date, but you returned the device AFTER the financing term expiry date, then you will likely be billed out for the Save & Return balance upfront. Once the returns have been registered in our database, you'll receive a credit adjustment as long as you've met the device return requirements.

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As mentioned by the agent you spoke with earlier, we'll need to wait for your bill to be generated to know for sure.

Kind regards,
RogersYasmine

[1233321]

I upgraded to new devices 90 days before the end of the financing term and requested the return kit. This was confirmed acceptable by the Roger's rep at that time and a separate Roger's rep after. 

Waiting for the bill makes no sense - Either the phones have been accepted and will not be billed or they have not. My rogers bill does not determine at the moment its created if my devices are returned or not; this input has to come from a separate source.  Why is my bill becoming a guessing game of what I will or will not be charged?