No notification of increases, now dealing with an $800+ due too late fees

[Relaxt]

So my son's birthday today and he was thinking of a cell phone. It dawned on me I had a 500$ credit with Rogers so I figured out how to login. To my surprise my credit was eaten up by increases and a year of late fees. An email simply stating my account was in arrears a year ago would have been nice. 

**Labels Updated**

[RogersYasmine]

Good day @Relaxt ,

Thanks for taking the time to visit us in our community forums and for posting your concerns. 

I understand how surprising it would be to learn that you have a past due balance. It's super important to ensure you are checking your bills each month to confirm that everything looks okay and to notify us immediately, if anything seems off, so we can address it. 

Please also note, we do send an email each month (to the email address on file) to notify you when your monthly bill is ready to be viewed. If for some reason you are not seeing these notifications, we recommend checking your spam/junk folder in case it ends up there by mistake. You may want to double check that we have your preferred email address on file as well.

When it comes to credit balances on an active account, we do automatically apply it to your next month's bill once it is processed, unless you advise us otherwise.

I hope this helps!

RogersYasmine

[Relaxt]

Thank you for your response. I've checked all my email folders. I've never ever received an invoice. I've verified that my email is correct with Rogers. On top of everything else it has come to my attention that my payments have been going to an old account # since 2012 so they have created a ticket to further investigate how this happened. I quickly received an email from them regarding new plan options so why I've never got an invoice is baffling.

[Pauly]

please check your bills too not just the emails, actually login to the my rogers portal, open the bill, download it and save it to your hard drive, you must do this every month.

[Relaxt]

So contrary to what I've been told by the last 3 csrs monthly statements are not sent out and we should login to something never mentioned when we signed up to make sure our account # isn't suddenly changed or our monthly bill is not 70$ than it used to be. I've since paid my balance in full and will make arrangements to either get mailed statements or will simply change to a service provider that will do this. I do not have a cpu at home.

[TwitchyPuppy]

A computer isn't required. You can do that with the same method you normally use to manage your account.

[Relaxt]

My wife takes care of paying my account. She has never received any notice that my account # has changed, or had any notice that my account was in arrears. At the end of the day good business practice would be simple a phone call, an email or a text to the mobile # advising upcoming bill changes, account # changes or anything of that nature. The fact that for 12 years my money going into old account # and applying late fees due to this delaying my payments due to delays in processing on Rogers end then eventually applying to correct account for 12 years !!! Just plain dirty business. I have a ticket # and I'll go from there.

[TwitchyPuppy · Accepted solution]

I'm surprised they haven't cut your service yet. 12 years is a really long time, honestly!

[Relaxt]

Yes it is a very long time. I pay bi-weekly. So for 12 years , every month eventually they applied my payment for the previous month once realizing what account it was intended for and added a late.payment charge due to the processing delays. Yes I should have made a Roger online account years ago, but I really never thought much about it as I had a 600$ credit, pay my bills religiously and expected some sort of notification if my account billing was causing problems. My wife has the mobile # on account and has plenty of texts about new offers,phones ect. but never anything other than that. Just expect abit better after approx 60k of payments over 12 years. Atleast if my account was cancelled I would have known there was an issue.