Double billing

[Tortyliza]

My husband had a bundle TV popular and internet bundle with Rogers. Less than a month ago he passed away and I contacted Rogers to ask whether it is possible to downgrade this bundle to TV Essential and internet. I received positive response and was very distressed to see the bill from Rogers charging for both bundles TV Popular and internet and TV Essentials with internet for the same period of time. I called many times customer service, but kept receiving harassing emails from Rogers that I have to pay 310 dollars instead of either 199 for the bundle with TV Popular or 145 for TV Essentials. Both bundles are with internet, so I was charged twice for internet. Finally I contacted “Contact us” and my complaint was received by the Office of President. The gentleman whose name is Bruno left me a text message, a voicemail and email during 10 minutes time urging me to urgently call him back. I did, his extension is xxxx (removed by moderator) and all I got was a voicemail every time I left message. I responded to his email with description of issue with double billing. He did not get back to me. Today I spent 2 hours talking to one of the managers and in response Rogers emailed additional charges to the ones I paid already. Bruno called whe. I was away from my phone in random time and left message a voicemail warning me that he called me a second time, and he will call me third time and if I don’t respond he well rest this case. What an arrogant attitude! I returned his call after one minute and was immediately sent to the voicemail. I am considering contacting the commissioner or maybe I should write to the newspaper or please suggest what else I can do. Thank you.

***Edited Labels***

[RogersZia]

Hello @Tortyliza,

Please accept my deepest condolences on your loss. It's disappointing to read about your recent experience with us. I'd have to review your account to see where the double charges are coming from. If you may please send us a PM @CommunityHelps we'd be happy to address your concerns. For more information on how our Private Messaging system works, please check out our blog.

RogersZia

[Tortyliza]

Hello,

Thank you for your support and help with double billing on my account; there are changes in the amount of money. Now Roger’s wants me to pay 44.21 for the services in addition to 160 dollars that I already paid in February 4 . Before my husband paid 199 for TV popular and internet bundle. Now I have TV Essential and internet which is downgrade, but I am expected to pay more that my late husband paid. I paid 160 and have to pay 44.21 more. I have difficulty to undestand why. If my bundle was downgraded I was supposed to pay less than 199. And it was downgraded because I have only 16 essential channels. But actually I am expected to pay more- 170 plus 44.21. But I don’t have TV popular.

[Tortyliza]

I am sorry for a mistake in last sentence. I paid 160 dollars and Roger’s now wants me to pay 44.21 which will come to 204.21, but I have only TV essentials now, not Popular

[RogersYasmine]

Hello @Tortyliza ,

Thanks for the update with regards to your billing issue. I see that you've been chatting with us via Private Message and that your issue has now been resolved. I'm very glad to hear that. 🙂

If you need additional support, please feel free to continue chatting with us via PM.

Kind regards,

RogersYasmine

[Tortyliza]

Hello Yasmine,

Thank you for all help you provided and I deeply appreciate it as well as your understanding and compassion. However, I still don’t consider my issue as to be solved. When I log in in my account I can still see that my monthly charges will be over 300 dollars. So had I not removed authomatic payment Rogers would have charged my credit card by now up to 1000 dollars. Yes, conversation with Bruno was very helpful and they really tried to help and removed some charges and will keep this issue in control for another month. However, your billing department software doesn’t accept any changes that even Office of President makes. After conversation with Bruno they sent me another email with the same charges. Someone should be responsible for that. I will never allow to charge me 308 dollars for the services I don’t have, like for two bundles at the same time. Only when I see in my account that my monthly payment what Bruno promised me I will consider this issue to be closed. It hasn’t happen yet. I alsredy received from Rigers 5 different emails with charges from 378 to 308 dollars. If it won’t be changed I will complain to the commissioner and contact media because simply you did not leave me other choice. If you billing department disregards and contradicts the  directions for. Your Office of President, how can I poor widow living on one income can trust it ?

[Tortyliza]

$372.53

incl. $42.86 HST

Thank you for pre-authorizing your payment. Your credit card will be charged on or after February 11, 2025.

Bill cycle end date: January 28, 2025

Things to know:

[Tortyliza]

dear RogersYasmine,

I just checked my account and my bill changed from 305 dollars to 374 again. If you can consider it is a solution, I definitely can’t. enough is enough. I think that other people deserve to know what to expect from Rogers.

thank you

[RogersYasmine]

Hello @Tortyliza ,

Thanks for your response. We certainly do not want to add any additional stress to an already very difficult situation. 😞

I'm not sure if you saw our last PM to you, but we explained that the latest bill was issued prior to the adjustments that were recently made by our Office of the President, and your balance is now $0. If you are able to login to your profile on Rogers.com, you'll be able to see your updated balance there. Otherwise, the next bill you receive will show the adjustments that were applied 🙂

If for some reason you are still not seeing the updated balance for $0, please try clearing your cache/browsing history, then open a new web browser and try again. If for some reason, that does not work, kindly try a different web browser (Google Chrome and Edge seem to work best!). I double-checked, and it's definitely showing $0 now on your account. 

I hope this helps!  

Wishing you all the best,

RogersYasmine

[Tortyliza]

[RogersYasmine]

Hello @Tortyliza 

As per my recent message sent via PM, it appears that you are posting photos of your service agreement, not your monthly bill. The last bill we processed on your account has a bill date of January 28th. The next bill will be issued at the end of February.

Can you please try logging directly into your MyRogers profile HERE via a web browser, and then go to the BILLING section. Once there, you'll see a $0 balance due. 

If you need further assistance, kindly respond to us via Private Message and we'll be happy to continue discussing this matter with you there, in private. 

Kind regards,

RogersYasmine

[Tortyliza]

Thank you very much. I see that now the balance is zero. However, on February 06 I received this agreement which says that in future I will be billed 306 dollars per month. Thank you for letting me know that I have to wait till the next billing circle in the end of February. I will certainly will wait. I hope to see there the price that was confirmed by Bruno, not 306 dollars as it says in agreement that I just received. Thank you again for all help you provided. I appreciate it it, but my trust to Rigers is the same as my balance now.  Therefore, I would like to see what my next billing circle will look like and other bills as well. I hope you understand my concerns.