I was not informed of a cancellation fee...

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I've Been Around
Posts: 1

I was not informed of a cancellation fee...

Hi all,

 

I recently cancel my service. My bill was fully paid as well as my phone (an old iPhone 6s). When I cancel I was not informed of any outstanding payment. Yet, two months later I was charged almost CAD 150. I called customer service and they said that the amount was not displayed by default and was only shown after the fact but since my account was cancelled I could not see any of that. I believe that as a customer, by law, we have the right to have all information about our accounts.

 

I am looking into a formal complain, but it is a time consuming exercise. I wanted people in the community to be aware.

 

Thanks.

 

 ***EDITED LABELS***

 

Moderator
Moderator
Posts: 151

Re: I was not informed of a cancellation fee...

Hey @wilmar,

 

Welcome to the Rogers Community!  Right out of the gate it sounds like there may have been a remaining balance on your device and/or contract. I’m happy to take a look and shed some light into it so we can get to the bottom of it.

 

You can reach out here, by private messaging our @CommunityHelps inbox. You can learn how to send a PM, here.

 

Thanks,

 

RogersTim