Installation Fee

[RB34]

I was charged for Ignite set up and pro install add on even though I was told that I would not be charged. Bear in mind I was forced to update from my old service to Ignite by Rogers (not my choice). Total charges were $149. I would like this charge to be reversed asap. 

***Edited Labels***

[RogersZia]

Hi @RB34,

I hope you're enjoying the Ignite TV service so far. I can take a look at your migration order to verify the install charges.  If you still require assistance with this please click here to send us a PM @CommunityHelps.

Looking forward to hearing from you.

RogersZia

[Pauly]

I actually don't think reps say "you wont get charged" THey almost always say instead "We will WAIVE the charge"

THere is a difference,  when a rep says they will WAIVE the installation fee, it means you WILL see a charge for it, BUT you will see a CREDIT on a later invoice so the charge is zeroed out.  This is how cellular billing works.

if your really concerned, just call back and ask when you will be expecting the credit to offset the installation fee?

[RB34]

The subsequent bill did not give me a credit. 

[Pauly]

Just call them, either the credit is pending, or in rare cases the rep forgot to apply it.

just call in to rogers and ask them.

[Arismic]

Switched from 1.5 ignite to 1G as part of renewal offer. I confirmed the installation fee waiver before accepting it. Was told the person is leaving a note as well. Before installation I reconfirmed with the customer support I won't be charged for installation. Today I got my first bill and noticed $140 installation fee. Customer support confirmed the fee waiver note and initiated a refund which as part of policy will be processed in 3 billing cycles. So now, they not only charged me for something they said they won't, they also take 3 months to give it back. My employer pays a certain amount(reimbursement) every month for Internet as part of my work. This bill credit may also impact that(not the biggest problem). Even after being Rogers customer for years(wireless and home internet), I am still facing issues whenever I make a change in service. It is understandable if these issues are happening when I change my service provider or add something new. But all I did was accepting their renewal offer. A plan change within their service causing this is just is unacceptable. I know there is nothing I can do to change their policy or expedite their refund. Just venting out my frustration and loss of trust.

Note: Last time they did a double credit check when I switched my wireless plan. It changed my opinion about the mobile networks. I reject many offers in fear of having a credit hit even if they confirm it's just a soft check or no check. I am also double confirming things and have a chat proof for everything they say.