Incorrect Charge, Need to be Fixed

[charm1]

Hi,

I was charged for an international call I did not make.

The number is from Florida and the bill says I called for 8 minutes. I even checked usa 411 and whitepages.

I didn't call anybody from Florida, let allow for 8 minutes.

I tried text chat + phone support. They were not able to refund the charge, and basically said that the system is 100% correct.

My 'recent calls' does not have this phone number, nor any text messages.

This undermines the trust customers have with Rogers' systems. There should be a better way than just blindly trusting Rogers' systems.

I have now turned on international outgoing call blocking. This is still a patch solution and is very inconvenient if I actually wanted to make a legitimate international call.

[RogersZia]

Good evening @charm1,

Welcome to the Rogers Community Forums!

A charge is generated when a call or text goes through our wireless network from your device. We cannot manually place a charge on your line. 

I am sure my colleagues over the phone would have reviewed the charge on their end. Do you recognize the number that you were billed for? Does anyone else have access to your phone? Or do you happen to use a third party app to make International calls?

While we are unable to reverse valid charges, I am glad you've taken steps to prevent this from happening in the future.

RogersZia

[cfinn]

Same thing just happened to me - a bunch of calls to random numbers in Spain I absolutely did not make, and the rep told me like 100 times the "charges are valid" even though I absolutely did not make these calls. Super scary that this can happen and Rogers simply gaslights customers about it when clearly there's an issue with fraud in their system. 

[triple_K]

Hi, this happened to me too. I am charged $81 and I am disputing it. I am still waiting for their “investigation”. I apparently called someone (that I didn’t know) in New York when I was asleep (I know it was not me as it was my day off & I was sleeping the exact time the apparent LD took place). I am the only one who has access to my phone. This is not the first time, the other time, I was able to speak with a manager and she reversed the charges. Also, my dentist said it also happened to them. I had 5 lines with Rogers, transferred 1 already and will transfer all if this does not get resolved. I believed that this should be addressed by Rogers. I am thinking of going to the press bec I am sure there are others out there.

[RogersZia]

Hi @triple_K, welcome to the Rogers Community Forums!

Typically our Fraud team would get back to a customer within 24 business hours. However please expect a bit of a delay due to the holidays.

Let us know if you've already heard back from the right team.

RogersZia

[triple_K]

Hi Zia, thank you for your response. I called again and did speak to customer service Anna and pointed out that these charges are valid. This is very tricky because nothing warns you that you are making or receiving a LD calls. I hope Rogers will created something that warn subscribers that they are making or receiving a LD call.

[57]

@triple_K : I'm confused. 3 posts up you state that you didn't make those calls because you were asleep, yet in the most recent post you request warnings when making LD calls?  I assume there were other calls as well?

[Pauly]

It is widely known that when you use apps such as Whats App to communicate messages and calls, the app was granted permission to make outgoing calls, and that has been one of the biggest complaints of why people get mysterious charges on their cell phone bill.

Mark Zuckerberg does not seem to want to do anything about it nor does rogers right now.

[Samiii22]

Yup happened to me as well. Just last month. They said I made a call for one hour to the US. I already pay a high monthly bill, and have no business in the US. I received a case number for it and when I called for a follow up, they said they removed the charge and to not worry about it. However the bill showing on my mobile app, did not get adjusted to the correct amount. Now they are telling me that the charge was not removed and they are not sure who told me that the charge was removed. They are also trying to charge me extra, saying that I am a month behind, when I have record of all my payments made for each month. I get only charged the late payment fee on my next bill if I don’t pay it on time (which is a very small fee), how is it that I am charged an extra 187$?
Like my bill overview shows me all the payments made for each month. Some were a little bit high due to the late fees, but I have a record of it and the proof, including bank statements that show I paid all my monthly bills. They are saying it’s not true and that I am behind from sometime last year, and they keep switching up the dates, it’s just all very strange. I asked to dispute it and they are saying I cannot. I have never experienced such horrendous customer service. I feel so helpless and don’t know what to do. I know this is going on my collections right now.

[RogersZia]

Good evening @Samiii22,

Welcome to the Community!

It is disappointing to hear about your recent experience with us. I know billing issues can be quite inconvenient. We'd love to review your account and see if we can provide you with a billing breakdown.

Please contact us via PM @CommunityHelps, click here to get started. 

RogersZia