Getting Billed for Cancelled Account

[razinmahmed]

I cancelled my Rogers Internet back in Nov 28th 2022 and I'm getting bills every month for 4 months!

This is frustrating! As I cancelled my Rogers Internet back on Nov 28th, 2022, and then returned the modem within the 30 days that was recommended, yet I still kept getting bills every month. This is now the March Bill that I just received, and I am on the current call for the last 70 mins.

I called every time I got a new bill and waited hours on the phone to get hold of the agents each time while they transferred me around different departments to confirm the cancellation. Every time the agents confirm that the bill is has been cancelled and I will not be bothered in the future, and every time I get a new bill on the 28th of each month!

It has gotten to the point of harassment now, with all the mental stress that comes with calling these guys every time and waiting on the phone. Why am I getting harassed like this?

I am having to sacrifice my day every time that I waste on these calls. Do we have nothing better to do but to track these bills AFTER I cancelled?? Please put an end to this torment.

I am at the point where I am considering suing Rogers for harassment.

*Added Labels*

[mebe]

Since you logged in to these forums, I assume that you can still login to your "cancelled" account to see if you are still getting billed for your returned modem? That modem return, might have messed something up, even if you got a Rogers email saying that it has received your modem, or even have proof via Canada Post, etc. The modem is just one possibility for your account that the Rogers computer won't release from its clutches. However, even people without any equipment to return, still can end up with a never-ending cancelled account story to tell.

Even accounts that are "successfully" cancelled, can be re-opened, and you end up with a collection agency phonecall to ask for money that the Rogers computer thinks you owe.

Over the last 4 months, are the bills for the same exact amount, or do they include late fees, driving up the cost of each bill?

Those unpaid and incorrect bills you are receiving will possibly get sent to a collection agency (regardless of what the low-level agents tell you over the phone).

It's probably best for you to reach out to the Office of the President Agents to help coordinate or oversee this mess for you. If that doesn't work, you can file a complaint with CCTS (or whatever they call it). Some CCTS details (they have a website) are mentioned within the Rogers "Share a Concern" section, along with the means to reach The Office of the President.

You can choose whether you want to be reached by phone, text, email, or multiple ways if necessary at a later date.

Simply scroll down near the bottom of this community page or thread, and click "Contact Us." Once you arrive on the next page, scroll down near the bottom of the page to "Share a Concern." From there, I hope the system accepts your cancelled account number, and assuming it will, you just retype or copy your post into the box provided, and ask for help from an Office of the President agent to help you avoid potential, future collection-agency problems, and the true cancellation of your account.

All of the Rogers departments can be slow to respond, but at least by trying to get help from the top of the Rogers food chain, you should have a better chance of Not being buried in red tape.

Good luck, and keep trying to login to your account, even months after you believe it's finally been cancelled ... Just in case something goes wrong yet again (even without any warning emails from Rogers). ⚠️

[Manuprasad2905]

I received a bill from rogers today after I canceled my account 4 days back. I have also sent the equipment back to rogers!!

[RogersYasmine · Accepted solution]

Good day @Manuprasad2905 !

We appreciate you joining us here in the Community and thanks for chiming in! I understand your concern over receiving another bill after cancelling your services. Keep in mind that sometimes a bill may be generated prior to the account cancellation being processed. What date did you officially cancel your account? And what is the date shown on the top of the recent bill? 

I'd also recommend keeping an eye on the tracking details for your returned equipment to ensure it arrives to our facility safely and securely. 🙂

We look forward to your response!

RogersYasmine

[Anast]

Same for me. They keep sending me bill for 325$ a month after cancellation. 

[RogersZia]

Hi @Anast,

Welcome to the Community!

You've come to the right place. May I know what service did you cancel? Depending on the bill cycle end dates, it is possible for an invoice to be in the process of being generated when a customer contacts us about cancelling a service. This bill could have a month's worth of advance charges which are typically reversed to the cancellation day if all applicable equipment is returned.

Did you have any equipment that needed to be returned? If yes, have you already done so?

Just need a little bit more info to assist you further.

RogersZia

[Anast]

Hi, I canceled Internet service as I moved out, the last day was 24 Dec, 2023 and I usually paid 100, but for January Rogers sent a bill for 300. I send them a message but they keep ignoring. I have confirmation that Rogers received all equipment. I am so happy that I chose another company at my new place. NEVER again I will use Rogers.

[RogersTony]

Hello, @Anast 

We appreciate you providing us with those additional details.

It sounds like you maybe have been billed an unreturned equipment fee. We can definitely take a look at this for you. Please send a private message to @CommunityHelps so we can get started on this for you. Not familiar with our private messaging system? No worries, click here. 

We look forward to hearing from you.

RogersTony

[Anast]

I sent private message but nothing was done by Rogers. And today I have received a call from Rogers that they sent my debt to collectors. I will report this to the  Canadian Anti Fraud Centre. Rogers engages in fraudulent activities. Guys, please REPORT this company, don't allow them to damage your life and credit score.

[Anast]

Private messaging is Absolutely useless. The same as chat with the specialist.

[RogersMaude]

Hello @Anast,

I'm sorry to see you are frustrated with this situation and we apologize for any inconveniences caused.

Keep in mind that we are happy to provide you with the assistance you need, as soon as we go through the normal authentication process.

Please reply to our private message, when you have time, so we can continue to help you with this matter. Thanks!

RogersMaude

[Anast]

I replied to private messages and was said that the issue was resolved , but this information was not true because I received a phone call about collectors. And now another specialist, I think the tenth one is asking me to describe my situation all over again. So I will spent another day or two for nothing.

[kayleewon]

I had the same situation and i am still waiting for my refund. Rogers is doing this on purpose and literally stealing from customers. I am never signing up with rogers again and telling everyone I know to never deal with Rogers

[tasweernaqvi]

I am having the same issue! I am recieving a bill months after my cancelation and I have spoken to over 8 representatives who do not know what they are doing. This is becoming such a headache and time consuming.

[RogersJermaine]

Hi @tasweernaqvi,

That can certainly be frustrating if you are continually receiving bills after you have removed the services. We can check to ensure that the account has been closed or if there are any other reasons for the bills you are receiving.

Please 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.

Regards
RogersJermaine