Thanks ddeacon22. Your comments are valid. My complaint will also be going in to CCTS. I can't help but think (but have not confirmed) this form of monthly add on billing forcing you to again go cancel once that continuance, that you activated with intent for the one month option is a form of "disguised advertising" is against the laws of Advertising Standards of Canada and ethical business practice. This along with documented Privacy Violations (received text messages for promotional reasons from Roger despite that you have opted out of) will be ending my 12 year relationship with Rogers. I will vote with my business going elsewhere.
Please let me add my voice to this obvious money grab. I expected the wording "Data Top up" to be a one time, non recurring event. Even your text messages do not say anything about recurring charges. If I wanted to add data on a monthly basis - I would look at a new plan and not take your recurring, expensive option. Who would have guessed that I would have needed to take the data top up and then immediately cancel the data top up so that it would not become a recurring event.
Rogers - you really need to make data top up exactly that - a one time, non recurring event. Otherwise rename it so that it is obvious that this will become a recurring charge.
@DJD01 I concur with your own view towards the new method of "topups" of data.
Here is the FAQ from the website -
Data top-ups are supplemental data purchases that recur on a monthly basis. They allow you to add extra data on top of your usual data amount. They’re available to eligible postpaid wireless customers. Just text the word DATA to 222 and we’ll either text you top-up options or let you know if you’re not eligible. The data will be added to your account immediately, and will stay on your account every month until you choose to cancel. If you’re a part of a shared group, the data will be shared among all the members of your share group.
Keep in mind, one-time top-ups are not available for purchase anymore. Data top-ups now recur on a monthly basis.
I agree that the whole phrase of data tops needs to be dropped given the new method - it is just confusing - consider that they changed the way the top ups worked I think 4 times in a year, and even a month before the final description, they had it worded and operating differently as they worked out how they would handle the CRTC wireless code requirements around data overage, and how to obtain permission from the customer to go over the max of 50 Canadian data overage, or 100 when roaming.
This is best described as a data add-on to your existing available data.
Why I say this is that when you activate it, it is available the day you do it, but when you see it on your bill, it describes the data as a top up from the start of that billing term to the end of the billing term, and then it recurs until you send Cancel - my understanding is that cancels all add-ons (top-ups) added in that month.
In the FAQ's, you also see the following:
The top-up may not appear under your add-ons on the first or last day of your bill cycle. However, usage information will be updated and include the data top-up and will be reflected on your next bill.
So, they put it under your add-ons, described as a top-up of data and the amount of top ups, and multiple ones if you happened to multiple ones that previous month.
So just call it a data add-on for the whole month, with no pro ration of the price to reflect you didn't get the data for a whole month as shown on the bill, and if you forget to cancel before the end of the term, cancellation will apply to the next bill.
So, in summary, for my own clarification - when our one phone gets close to its max data 500Mb and provides options for adding more data for the rest of the month -notice I did not call it a top up - I view it as adding on data until I cancel it, it is not a top up as we have always known one to be and the use of the old terms is just confusing.
You can add on up to 9 times in a month, but although unmentioned in the FAQ, be aware, if you did, you would have 9 add-ons on your next bill as with the description above (at least that is the way it seems),
So in my case, we add the extra data, then send the cancel message immediately, so we don't forget and get billed by accident, which for every person who doesn't fully understand this change and since it changed so many times in a year, was poorly worded the second last time as to cancel versus opt-out (out-out opted out of messages - why would anyone do that I am not sure), then the most recent change as per the FAQ page and the email you receive.
Some one made a comment about reading the emails closely - I have a bone to pick with that statement - I have limited vision - it is on my profile, so I would call in and have them explain if I haven't had experience before. When the change occurred, it took me 5 phone calls to fully grasp it (I have a cognitive disability and I have difficulty with written information at times), and I still called in, as I mentioned in another similiar thread, and double checked that it was cancelled - I really have little trust in Rogers automated systems, in particular when new changes come.
I will acknowledge that Rogers has become better in its communication of changes, but they are often not worded well to reflect the reality that words that are in common usage mean something to the consumer and just changing how it is defined is very confusing - for me anyway.
I was told by a Rogers employee to add extra data when I went on a trip. I did so, and texted CANCEL to 222. I didn’t quite understand that I could cancel it right away and ended up incurring another month of top up charges. My fault for not doing more investigation. However, I did cancel it at the start of the last cycle and got confirmation of this. I thought everything was great but I just started a new cycle and my extra data is still there! I texted CANCEL to 222 and it says I don’t currently have any recurring top ups.
Welcome to the community
Data top-ups are very convenient when they work as they are supposed to, I know I have used them a lot. I completely understand your concern, no one likes to see unexpected charges on their bill.
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