False Plan Advertising (Fido migration to Rogers)

[Shironekomaru69]

I recently just had an open account with Rogers because I saw form their website that they are offering Fido users $50 for Infinite Essential plan when migrating to Rogers. I was entertained by the agent that time and I specifically mentioned that pormotional price. However, some days after Rogers confirmed my opened account, I received my wireless agreement and saw that I am going to billed with $85 ($90 with the $5 discount for the auto-pay) so I contacted the CS right away to clarify it. The CS told me he had created the ticket and will be looked into within 5-7 business days (that day is 7th of May). I followed up the concern today (13th of May) to know if my issue is being processed but to my dismay, the CS told me that the advertisement was not available when my account was opened. But the advertisment is still there at Roger's website and just few days before opening the said account, I was also offered by the Fido CS with the same migration plan.

I don't know what to do or where to bring this up because I already had 2 CS to go through my account and it wasn't resolved. The only reason I migrated from Fido to Rogers is because of that specific promotional migration plan.

I still have my latest billing from Fido to prove I am an existing Fido user when I migrated to Rogers.

Had to mention that the 2 CS agents were so accomodating and they really tried to resolve my issue but they failed so I don't know what's with the false advertisement of Rogers.

[Shironekomaru69]

Had to mention that the 2 CS agents were so accomodating and they really tried to resolve my issue but they failed so I don't know what's with the false advertisement of Rogers.

[mabeauchamp]

Hi @Shironekomaru69,

Hope you are doing well? The advertisement is real and it is really this.

If the agent (in store?) did the work correctly, the base price of the plan is 85$ per month, but you do have discounts that are listed a little lower from your agrement that will adjust the price to the 50$ promised.

You can go back to the agent with who you talked and he'll gladly tell you what's going on and explain you the bill. There's as well this nice tutorial in video to understand your billing : https://youtu.be/YJCq4Plg7is

Cheers,

[Shironekomaru69]

Hi there @mabeauchamp.

I'm doing well, thank you. Your reply confused me more as you mentioned it really is priced $85. But how come that the price on the website is emphasizing the plan is just $50 (after auto-pay) which means it must be around $55 without the auto-pay. 

Here is the context that I copied from the promotional content. I don't know if I can upload an image.

"Get special savings when you switch to Rogers
For a limited time, get the Rogers Infinite 100GB plan for $50/mo. (after Automatic Payment Discount) with 1000 Intl long distance mins to select countries." 

The faq's didn't helped much either to know what are the terms and conditions of the promo. Where will the additional "discounts" come from aside from the auto-pay discount?

Forgot to mention that my account was opened via the Live Chat action button. 

Found 1 similar situation as with me. Apparently they too were expecting the promotional price but instead were billed with a different price: https://communityforums.rogers.com/t5/Account-Support/Agreed-to-a-fido-migration-plan-for-50-month-j...

[mabeauchamp]

Hi @Shironekomaru69,

As written on the others message, if your first bill is not as expected, we can look into it for you to determine why there is a discrepancy between the plan that was offered to you and the price that appeared on the invoice.

Please feel free to send a private message to @CommunityHelps the Rogers team can assist you further. 

But as I said, the discounts on the first bills help the starting price of the plan which is 85$ to drop down to 50$/month as promised by the agent.

If you haven't received the first bill, I suggest you to wait for it, you might have pro-rata fees on it as well if the plan changes haven't been done at the end or start of the current bill.

Let me know!

Cheers,

[Ardz18]

Hi there!

The advertisement is real I switched my fido to rogers last March and got the advertised plan.
$85
-30
-5 pre authorized payment
Total= $50 a month.

[Shironekomaru69]

Hi @Ardz18!

Glad to hear it is the case. But how or when did the additional discounts apply? Did you have the same wireless agreement that shows the $85 plan?

[Shironekomaru69]

I will do that. Thank you very much. This somehow clarifies everything as I am confused with the advert vs the information given in my wireless agreement.

[Ardz18]

The additional discount $30(wireless plan discount ) starts right away on the first billing. For the $5 pre authorized payment starts after you set up your payment information. Yes in the Wireless agreement its $85 because this is the original price for the plan before all the discounts.

[Shironekomaru69]

Thank you so much for this great clarification @Ardz18.

[Pauly]

So its not fair to call it False Plan Advertizing, the plan is indeed correct.  We should rename it to "there was a lot of confusion I experienced with the fido to rogers migration at such and such store, but it was eventually resolved" 

[Shironekomaru69]

Hi @Pauly, this may sound a bit unfair but I will still make this case open until I receive my first bill to prove the claims. Yes, I now have detailed information about the plan but until then, this information needs to be proven with the bill that I am yet to receive.

Nonetheless, this conversation will help others that will, hopefully none, be in the same situation like me.

[Pauly]

Shironekomaru69, then in that case I agree with you, however you should not really claim false advertising UNTILL you get the first bill, makes sense right?  Lots of people see a promo price but don't realize the plan actually costs more, but gets discounted by promotional credits.   As much as I wanted those plans, Instead I found a price plan from my current phone company that the REGULAR plan price is good enough for me and i don't need to call to beg for credits and discounts which eventually expire.

[Shironekomaru69]

This case was partly my fault as I am used to my every billing statements, even the contract statements specifying every price and discounts included in the plan. That's why, I didn't hesitate to ask for clarification.

[Pauly]

the best is to ask AS MANY questions as possible WHEN YOU ARE IN THE PROCESS of signing up for this plan. Ask what is the regular price of this plan, what is the promotional discounts, is the total you are offering me going to be the price AFTER the promotional discounts? how long will the promotional discounts last? are they 1 year, 2 years or ongoing?  is there a contract term? any cancellation fees?   You need to ask as many questions as possible when signing up for a service, because the onice is on you as the customer to be informed about what you are signing up for.  Do your homework folks

[Shironekomaru69]

Hi @mabeauchamp

Opening this issue again as I have my bill now. The outstanding total balance I have to pay is a whopping $181.93 That's understandable as it is a 2-month balance -- from May 6 to Jun 5 and Jun 6 to Jul 5. But there is no indication of Fido to Rogers migration promotion discount. Hence, the $80 monthly.

[RogersMaude]

Good day @Shironekomaru69,

Thank you for the update. We appreciate you took the time to bring this up to our attention.

We'd like to help you in understanding why the discount offered at the time of your migration from Fido to Rogers does not appear to discount your services..

To further assist you, we'll need to discuss privately so we can have a look at your account.

Please send us a message to @CommunityHelps, to get started. To know how our private messaging works, click here. 

I'm confident we'll have the ability to sort this out. Thanks!

RogersMaude

[mabeauchamp]

Hi @Shironekomaru69,

Sorry for the long wait for the answer, I was in vacation, did you try the option given by @RogersMaude?

Hope the problem is solved for you. 🙂