Overcharged For International Calling

[KrishnaChauhan]

On April 16, 2024, I purchased a new Apple Watch Series 9 with cellular capabilities and contacted Rogers to activate the associated plan. Despite multiple attempts over three consecutive days with different plans and settings, my watch could not be activated. Consequently, I returned the watch and exchanged it for a non-cellular version. During this process, I was assured that my original plan would be restored, which included 1,000 calling minutes to India.

However, the following month, I noticed an additional charge of $100 for calls to India on my bill. I contacted Rogers about this, and I was informed that the issue would be escalated to the backend team. To avoid further charges, I refrained from making calls to India for a month. When I followed up, I was told that the matter was being forwarded to a manager.

Unfortunately, due to the need to contact my parents, who do not have internet access, I incurred additional charges for calls to India. On August 4, 2024, at 12:50 PM, I spoke with a manager who informed me that my 1,000-minute plan could not be reinstated. I requested a refund or adjustment for the $124 charged extra, but the manager stated that this was not possible. All my fault was just getting a new watch and ever since I have been charged for the error made by rogers and now they refused to refund my money back. 

I am formally requesting a recording of my conversation with the Rogers manager, during which the error was acknowledged but no resolution was offered. I would like to exercise my right to obtain this recording for further review.

***Edited Labels***

[LordDrakkon]

I'm not sure where it states customers have the right to request a call recording of a conversation you had with a Rogers employee. You can request that someone from Rogers review it internally, if someone high enough feels it is necessary.

Some old plans can not be restored after you choose to change them. Just because you returned the watch doesn't invalidate that you opted to change your plan.

[Jimy12345]

Hello, I bought My Rogers subscription number in January 2024. At the time of buying this, I have been told that I can make international calls unlimited basis anywhere at time of purchase. The offer that I choose in my account still shows that it has the long-distance call for unlimited (1000 minutes) use.I made a call to Malaysia and was charged approx $40 for just one call and I have hardly used these international minutes and still haven’t used all of 1000 minutes in this period. While this month I was charged $139, my normal monthly billing amount is $99 . What should I do now? Why the Rogers sales people don't share the accurate information by mentioning the specific countries where these 1000 minutes are not applicable.requeating wave off these approx $40 as an exception and this is very annoying..

[LordDrakkon]

You should have looked into the plan to make sure it included countries you intended to call. There are almost always exceptions. Sometimes those exceptioms are.Countries or states, sometimes mobile versus landlines. etc. It is on you to know and understand what your plan includes and does not include.

[Pauly]

I will never make long distance calls using my cell phone.  I have family overseas in Europe and Africa, and I will always use third party video calling apps to make my calls. I have never ever had a problem in the last decade using these apps and will continue to do so to call overseas.

[Jimy12345]

Is there any way out to waive off these charges for the first & last as an exception, I looked into the plan only after I saw these charges , but the


point is Rogers sales executive should have given the accurate information before selling it and in addition, how can anyone remember the countries before making an intentional call when you only know that you have 1000 international mins ..I would appreciate if anything can be done here .. thanks

[KrishnaChauhan]

If you don’t know if customer have the rights to request information then refer FIPPA.