I ordered an iPhone . Rogersdirect.ca on Nov 14 last year and entered my credit card information. I found I was charged for the device when I received credit card statement. Then in the Rogers wireless bill for Nov-Dec, I found I was charged for the device again. I contacted Rogers customer service 3 times. The first customer service representative open a ticket and asked my credit card information. He told me it will take 3-5 days for back office to verify the payment and will contact me. 1 week later, no one contacted me, so I chatted with customer service again, and I was told it will take 8-10 days. I still do not receiving any update, so I called customer service today again. The guy opened another ticket.
I am wondering if the credit card entered on Rogersdirect.ca is for pre-auth, the charge should be refunded or should not happen. But I was actually charged on Nov 15. In the letter coming with device, the first line states DO NOT PAY.
I should not the only person charged twice if the system has issue not showing payment but actually charge customer.
Good evening @jacky132 and welcome to the Rogers Community Forums.
Thank you for taking the time to explain the situation in detail. I know you've mentioned that you see the charge for the device on your statement, but may you please check the account number on the statement with your Rogers account number to ensure you haven't accidentally made a payment to an incorrect account? Typically payment inquiry tickets do take 3-5 business days to be actioned. Since we currently do not have sufficient support for business accounts I would recommend you to speak to our business specialists at 1-844-776-4377.
The hours of operation are:
Monday to Friday: 8:00 a.m. – 8:00 p.m. (your local time)
Saturday and Sunday: 9:00 a.m. – 5:00 p.m. ( your local time)