Final bill and equipment return

[chichi]

I cancelled 2 Rogers accounts in the last few days.  Cell phone account closed over the phone on November 14.  Shortly after I saw the account posted CANCELLED on the MyRogers web page. 

Home services were cancelled November 20, but still show active on MyRogers as of Nov 28. 

When I cancelled the rep over the phone mentioned I would get an email for authorization and equipment return instructions.  Still waiting.

Finally, I was also told not to pay the bill for the current cycle (Nov 11 to Dec 10, 2023) and that corrected bills would be posted to reflect the few days of use during November 11-14 for phones, and Nov 11-20 for home services.  Payment date is December 02.  No updated bills yet....

Desperately trying to speak to an agent via online chat and via phone to no avail.  4th try this morning.  Please help! I was a Rogers full-on customer for 19 years straight and I've usually had good customer service....until now....

**Labels Added**

[chichi · Accepted solution]

Finally got my answers over the phone after 2.5 hours on hold.  Here's some info for future cases:

1.  If you're thinking about cancelling your internet, make sure your MyRogers contact info does not contain any @rogers emails, as those will become disabled as soon as you call to cancel, and you won't receive your shipping label and equipment return info;

2.  MyRogers app/web page glitches do happen and my home services account was in fact cancelled on the proper date, just not showing properly on MyRogers.  If you click on the Usage&Services tab of the account and get a blank drop down menu....your account is cancelled.

3.  Final bill payment:  2 options.  You either pay the full amount shown on your normal cycle bill, wait for the next cycle (post cancellation) period bill to pop up, which will show the credits owed to you for partial previous month, and then call them to get a cheque sent by mail for credits.  Other option:  you can disregard the current, full period bill, wait for the next bill (post cancellation), which will show the actual amount owing for real for your last month.  You will however be charged a 3% late fee associated with the real amount owing on the closing bill.  So for me I'll be charged 3% penalty on 4 days of cell phone usage and 10 days of home services owing for November, on the final December bill.

Hope this helps.  May I kindly request Rogers to make such info a bit easier and more obvious to find....cheers!

[Pauly]

that is some great advice, thank you for sharing that

[Lynda4]

My experience has been a nightmare. I will NOT pay Rogers anything until my final bill arrives (for 5 days). They can suck up any interest charges for late payments. Just another scam. They don't send return labels unless you sit on them non stop for days. I refuse to sit on the phone waiting for incompetent customer service reps.  

[RogersMaude]

Good day @Lynda4,

Thank you for posting to the RogersCommunity about your situation. I'm sorry to see your account cancellation did not go as smoothly as we would have liked.

To learn how to return your Rogers equipment free of charge, please visit www.rogers.com/returns.

If you need us to, we'd be happy to take a deeper look into this. Please send a message to @CommunityHelps if you require further assistance.

To learn how to send a private message, click here. 

Thanks!

RogersMaude

[Lynda4]

I didn't ask how to return equipment. It has been returned and logged in. Still don't have a final bill, but that's on you. Rogers has NO business being in the communication industry. You have NO clue how, until your customers leave, then you harass them. You have over 1,300 reviews on Trustpilot (last I looked) and 92% state they would rate 0 if that was an option.

[Lynda4]

And OF COURSE you have to charge late fees! Which I am NOT paying. $4.86 because YOU could NOT figure out how to cancel my internet. You are not getting another dime out of me. 

[Eric1956]

I am having exactly the same problem.

Rogers representatives cheated, threatened me, gave me false information, and made promises to send a completion e-mail and return sticker which never happened. I have spoken with them 14 times so far over 20!!! hours on the phone and on the chat to no avail. It looks like a conspiracy to deter people from leaving Rogers and to gain 1 or 2 more months of service correct it goes even lower than that.

As of today, three weeks later, I still don't have anything in my hand.

[RogersMaude]

Good morning @Eric1956,

Welcome to the Rogers Community and thanks for bringing this up to our attention. We're sorry hear your recent customer experience was far from ideal.

Were you able to get your concerns addressed and the help you needed with your account, following your multiple conversations with our representatives?

With regards to your equipment return; have you received the return waybill label since you posted?

We'd like the opportunity to take a deeper look into this, if you still require assistance. Don't hesitate to send a private message to @CommunityHelps and we'll be happy to help.

To learn how to send us a message, click here. 

Thank you!

RogersMaude