Movie charges on my bill that I have never used

[actc]

Today May 30, 2024, I've received my Rogers bill. Since I see the payment amount is not the same as before, I look into the details. I found that I was charged with a movie rental of $24.99. I've the Ignite TV only because it needs to be bundled in order to get the promotion for the internet. I have never used the Ignite TV, so I was surprised why I'm getting the charge.

Whom could I talk to for getting it refunded?

And, how can I completely disable the Ignite TV streaming? (Especially, in case of someone has hacked having the credentials to use it on mobile apps?)

Feeling unsafe that I'm being charged out of nowhere. Looking for help, please.

[Datalink]

@actc just to point out, you're the second person this week to complain about the same charge for movies that you did not rent:

Re: Unauthorized Movie Charges - Rogers Community

[57]

Check out my post in the following similar thread:  Is there anyone else in the home?

https://communityforums.rogers.com/t5/Ignite-TV/Unauthorized-Movie-Charges/m-p/528038/highlight/true...

You should add a PIN to IgniteTV and you can contact them in any of the many ways outlined in the "contact us" options at the bottom of most Rogers web pages.

[actc]

Hi 57, I've checked the date and time on the bill. Since I write a journal everyday, that day my son's having piano lesson. So, no one would've turned on the TV at all. And, I've the Rogers remote always sitting in the drawer, never been used. Is there anyway to disable the Ignite TV completely since I never use it? Do I just simply disconnect the box? Can it still be used in the Ignite TV app on the phone if someone's able to hack the credentials?

I actually switched out from Rogers 20 years mainly because of billing issue that took me a year to get it resolved, and told me they could only refund up to 6 months prior, even I've been a Rogers customer for over 10 years. Thought it's gotten better, try using them again, and unfortunately, same thing happening.

[57]

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@actc wrote:

1. Do I just simply disconnect the box?

2. Can it still be used in the Ignite TV app on the phone if someone's able to hack the credentials?

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1. That would certainly do the trick for the box, but set a PIN there first, in case someone can re-connect the box.

2. For the IgniteTV app go into the app settings, under parental controls and set a PIN that no one knows or can guess.

[KT131]

I am currently fighting to get a charge reversed. Same thing. Movie purchased on May 29 during the day when no one could have possibly done this. They say there is no way to contest the charge. Waiting for a Manager call back. 

Removing the stupid ignite box. Never wanted it. They forced it on me last year when I renewed my internet package.

[actc]

There's a link on Rogers website to raise your concern. It's connected to the Office of President. I filled out the online feedback form and received their call right away the next day. It's forwarded to their colleague for investigation, and credited back to me right away since it's only one time. They confirmed that it can only ordered through the box. So, if the box is not connected, it'd not happen.

[KT131]

Can you please let me know where I can find that link? I want to ensure I get credited. It won't happen again as we set a PIN right away but I am disconnecting the box tonight as well.

[57]

@KT131 : here's the link:

https://www.rogers.com/contact/share-a-concern/

[KT131]

Thanks very much! Submitted

[feenix3]

I just had the same thing happen! I just got billed $24.99 for a movie I never watched, one I never *would* watch. Called Rogers and they *insisted* I had watched it!

[Pauly]

This is unacceptable. It is starting to look more like a glitch affecting multiple people than someone "accidentally" ordering a movie.

[KT131]

Follow the link above to share your concern. I got a call from the President's office and they removed the charge within the week. Normal customer service chat will likely not get you anywhere.

[ddb1]

Same thing happened to me last month even though the Ignite box wasn’t connected because the tv we use it with has died and had to replaced. I called and explained and they did the adjustment, assuring me that this never happens. Got my most recent bill this morning
and there is another charge on it. No kids in the house. No one else has access. PIN protected. I have opened a case to have this investigated. I’m sorry this is happening but I’m happy I’m not the only one. Obviously there is an issue here.

[feenix3]

The same thing happened to me. I was billed $24.99 for a movie I hadn't watched and would never watch. I called Rogers, who basically insinuated I was lying. My solution? I switched back to Bell, Many phone calls from Rogers *after* that, but they all got sent to spam. 

[DenZlats]

I got charged last month for a movie I didn't order. I contacted Rogers and they would not help. Acted like I was lying. Got no refund. I setup a purchase pin and again I noticed another charge for a movie. I never order movies. Horrible customer service. Wish I had the option to go back to regular cable.

[ddb1]

I used the link below to contact them. They called me right away and removed the incorrect charges. There were no incorrect charges this month.
https://www.rogers.com/contact/share-a-concern

[Pauly · Accepted solution]

put a password on your set top boxes people, this will prevent unauthorized ordering.

[ddb1]

It was PIN protected. Even better, the box wasn’t connected.

[DenZlats]

I set a pin and it didn't help. I was charged second time for a movie I didn't rent. I wasn't home both times the movies were ordered.

[RogersCorey]

It should be an absolute impossibility for anyone to order a movie from your Ignite Entertainment Box without entering your PIN if you have one.

If anyone viewing this thread would like to dispute any movie related charges on your bill, 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.