Double-billed for Internet & TV after Plan Change

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Stl1
I've Been Here Awhile
Posts: 2

Double-billed for Internet & TV after Plan Change

I Wanted to change my service from ignite flex 10 (which was deprecated and was told you are increasing my charges anyhow) to popular. I would expect the billing to be a seamless transition but you double billed me for internet and TV. I tried to contact service over the phone to do this so I could be informed.... but NOONE IS PICKING UP THE PHONE. You say you are experiencing higher than normal call volumes, but you always post that message. I want to talk to someone asap please.

 

 

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RogersRob
Moderator
Moderator
Posts: 71

Re: Double-billed for Internet & TV after Plan Change

Hello @Stl1,

 

Thank you for your post and welcome to the Community! We hope you and your loved ones are doing well and keeping safe. 

 

Since we bill in advance, there may be partial charges on your first bill for the time period between the start date of services and bill date. As a result,  you’ll see charges for two different date ranges: one from the date on which the changes took place until the end of the current billing cycle date, and another for your next billing cycle.  Check out this article for more info.

 

Do you see any credits for the previous package on your most recent invoice? 

 

Were you able to reach one of our representatives to shed some light on this, since you last posted?

 

Awaiting your reply!


RogersRob

Kulturific
I've Been Around
Posts: 1

Re: Double-billed for Internet & TV after Plan Change

My account was charged 3 separate times for the same billing cycle. How do I get my money back for the extra 2 Billings?

 

RogersLaura
Moderator
Moderator
Posts: 799

Re: Double-billed for Internet & TV after Plan Change

Hello @Kulturific,

 

Welcome to the community and thank you for your first post! Hopefully, you've been keeping safe and well. 🙂

 

It is really concerning to hear that you've been charged three times for the same balance...that definitely doesn't sound right. Just to clarify, were you charged on your credit card or were the funds withdrawn from your bank account? Did you double check with your financial institution to confirm that all three charges were successfully withdrawn from your account? Sometimes, a customer may confuse a charge "attempt" with an actual charge, but really, they didn't all go through.

 

If you'd like, we can also take a closer look at our end to help figure out what happened and go from there. Feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

 

Thank you kindly!
RogersLaura