Ongoing issues with Rogers and their policies

[AngryCustomer5]

So I cancelled my internet and cable service the third week in July to move them over to Bell (because Rogers always treats me like it is my fault and offers no commonsense approach or sympathy). I specifically asked if I should return the equipment to the bell store and they advised me to wait for a shipping label to return the items. Bell was installed the last week of July and I started using their Bell services. I waited for three weeks and no label arrived so the equipment sat in the corner by my front door awaiting to be returned and was not being used (see my rogers bill to confirm no data or TV usage). After a few poor weeks with Bell (it seems they were having equipment issues in my neighbourhood after installing Fibre over the winter) I returned their equipment and cancelled my bell services (they actually sent a label and I returned the equipment with no issue!) and I unboxed and plugged in my old rogers equipment and went to myrogers account to reactivate and I saw that I was still charged for August usage despite no activity on those services. I inquired about why I was charged and was told that I never returned the equipment so I must be charged! . ! I never got the label, I offered to drop it off, and apparently this is the trick to keep me on the billing cycle???? Why are all of the telecommunication companies so shady in Canada? We need more competitors with better pricing and service..... Super disappointed again with Rogers!!! Please contact me to resolve and discuss.... 

**Labels Added**

[RogersCorey]

Good afternoon @AngryCustomer5!

I am sorry to hear that you did not receive your return label and you were charged for a month of service that you did not use as a result.

Feel free to send a private message to @CommunityHelps so we can further discuss and resolve your concerns. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[AngryCustomer5]

In August 2022, one of my cellular accounts was billed $500 for data overages and another was charged $140. I subscribe to Rogers Internet and wifi as well and both my daughter and wife both use this when home (My wife works from home so only goes out for groceries, etc. and my 12 year old daughter was home all of July/August and is "autoconnected" to our home wifi) to avoid these types of charges. Neither was provided a notification of their overages nor did they approve the continuation of charges via the text from rogers on each of their phones (which I thought was to help mitigate these situations in the first place!). I called into customer service and got no help and elevated it to a manager who said "that their algorithm could not be wrong and I am responsible for the charges." I recorded this conversation for reference after he provided this response.

Desired outcome: Reverse or credit the $500 + $140 overbilling and late payment charge of $24.68. Total to be credited of $664.68 to my account.

[RogersJo]

Good Day @AngryCustomer5!

Yikes! Unexpected bill charges can be quite the surprise. 😥I see you have since connected with us via PM, we'd be more than happy to continue there! 

Regards, 

RogersJo 

[AngryCustomer5]

what is PM? CCTS has now accepted my case against Rogers.... Waiting for contact.... 

[57]

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@AngryCustomer5 wrote:

what is PM?

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Private Message. See how to PM below:

When logged into the forum, click on @CommunityHelps   .  On the page that comes up, you'll see a link on the top right of the screen to "send a message".  If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it.  There may be some back and forth required while Rogers get your personal information to look into your account.  Personal information is not allowed in this forum.  

It seems from an earlier post by @RogersJo that you have already sent a PM.  @CommunityHelps has probably responded to you, but you have not responded back?  When logged into the forum, check the envelope icon at the top right of the screen for messages.  You would usually also receive an e-mail, but it may have ended up in your spam folder...