Incorrect equipment charge on my credit score

[Suhasini]

Hi I gave up Rogers connection in the later part of the year 2021, and couldn’t return equipment due to Covid restrictions until October 2022. I have an email confirmation from Rogers that they located the equipment in October 2022 and reversed the charge on my internet account, I have the invoice. However I was made aware recently that Rogers did not remove the charge from my billing account and sent derogatory information to the collections agency which is hitting my credit report. I have been talking to the customer care and credit operations for hours in a day with no solution. This is a clear miss from Rogers and I have all the records to prove it.

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[RogersYasmine]

Greetings @Suhasini ,

Welcome to the Rogers community and thanks for your post. 🙂

I'm sorry to hear about the billing issues you are experiencing, especially since a third party collection agency seems to be involved. I must say, that does sound like a long time between when you cancelled, versus when the equipment was returned. I know that you would eventually be charged an "unreturned equipment fee" if the equipment wasn't returned in a timely fashion. 

Although, the pandemic did make it difficult for customers to return any equipment in-stores, we did provide the alternative of sending it back by mail using a free return label. I'm not sure why this option wasn't utilized by you, but perhaps you can clarify? You also mentioned that you've been chatting with our Customer Care team regarding this issue--can you kindly share what they had to say?

Can you also confirm, when was the account charged for the equipment and when did it get turned over to the collection agency? We will typically provide several reminders before taking that route, as it is considered a last resort.

We look forward to hearing back from you with more details of your situation. We can also take a closer look into your account if needed. Feel free to send us a PM @CommunityHelps to get started. 

Thank you,

RogersYasmine

[madfol]

Rogers attached the modem charge to a different account that one of their representatives must have made for me but that I do not even have an awareness of, so I assumed my bills were up to date. I pay $ 800-1000$ per month for two people for Rogers' services, so even the idea that they charge me for a modem replacement is ridiculous. To make matters worse, because I assumed they waved it as a courtesy since all my bills were paid on my primary account, I wasn't aware of the modem replacement fee, which is 1100$ with PERCENT interest/annum, until collections called me. Whenever I ask Rogers customer service to cancel my services and have them rectify this so I can pay Rogers this fee instead of collections and switch providers, they disconnect the chat, making it extremely difficult. Because of this ridiculous charge, rogers will lose me as a customer who most likely would have been with them for years and probably would have increased my services in a few years, as I am expecting a baby and like to be up to date with the latest technology and best telecommunication technology. Those modems are not worth 1000$ to manufacture, and they are not using them again anyway. 

[RogersCorey]

Greetings @madfol!

I am sorry to hear that you have this unreturned equipment fee on your account. Do you have the modem in question in your home? If so, we can arrange to have it returned so that the unreturned equipment fee can be removed from the account.

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey