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Incorrect Activation Date

ngomesy
I've been around

Writing in to see if anyone else has encountered the same issue and what the resolution ended up being. 

  • moving into new condo on July 1st 
  • new condo does not offer my previous ISP so I called in on June 12th to get started with a new internet/tv package for the new condo 
  • was VERY explicit in saying that I did not want the internet/tv to begin until July 1st - I've worked in telecom, I know this isn't an irregular ask - was just trying to be proactive and get internet set up in advance 
  • selected the package with my sales specialist, got the account all set up 
  • instead of scheduling a servicing on July 1st, salesperson told me that I could do a self install when I moved in - great 
  • ended the call, set up my account, was all excited and ready to go, modem was shipped to me on June 15th which I thought was early, but hey, at least I was ready to go for move in date on July 1

 

Here is where the problems have begun: 

  • sales specialist didn't specify that the beginning date would be July 1 so I received a bill on June 20th for half the amount of June - account for about $65 on a period that has absolutely zero usage - device hasn't even been unpacked 
  • have called to rectify this with support 3 times now: Sunday June 25th (30 min call then hung up on), Monday June 26th (71 minute call), June 27th (53 minute call)
  • no one seems to be able to offer me any kind of assistance here, they just keep saying "sorry there is no notes that indicate July 1, I cannot credit the difference" meanwhile there is ZERO usage on the account whatsoever 
  • no one even seems to be able to understand my issue at hand and each time the conversation ends with "you will receive a call from my supervisor at X time or within the next few hours" - so I put my job on hold just waiting for a call that NEVER comes!! 
  • 3 phone calls accounting for almost 3 hours over the past 3 days with no solution 
  • because the salesperson didn't register me properly, I now have to pay for their mistake 

I have never been a Rogers customer and haven't even begun my term with Rogers and this is pushing me completely in a different direction. I just want my bill credited for the half month that was incorrectly charged!! Why is this so difficult?!

 

Has anyone else dealt with anything similar? What is the result? Any help is appreicated

 

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Accepted Solutions

Re: Incorrect Activation Date

RogersJermaine
Moderator
Moderator

Hi @ngomesy,

 

Welcome to the Rogers Community Forums and thank you for your post! We appreciate you sharing your feedback on getting your services setup. We do apologize to hear that it was not the best experience so far. 

 

Please feel free to send us a private message to @CommunityHelps so that we can take a further look into this for you to see if there is anyway we can make this right.

For more information on how our Private Messaging system works, please check out our blog.

 

Regards
RogersJermaine

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1 REPLY 1

Re: Incorrect Activation Date

RogersJermaine
Moderator
Moderator

Hi @ngomesy,

 

Welcome to the Rogers Community Forums and thank you for your post! We appreciate you sharing your feedback on getting your services setup. We do apologize to hear that it was not the best experience so far. 

 

Please feel free to send us a private message to @CommunityHelps so that we can take a further look into this for you to see if there is anyway we can make this right.

For more information on how our Private Messaging system works, please check out our blog.

 

Regards
RogersJermaine

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