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.
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