Overcharged Rogers Bill

[Shafihub]

Hello,

Writing to share my frustration with Rogers service involving an erroneous balance on the last bill. 

It all started last week (August 8th 2024), after I noticed a large (erroneous) balance required to be paid. I called Rogers immediately and brought this to their attention. My previous balance (June 2024) was paid in full and received by Rogers (with Reference numbers listed under “My Payment history), but not reflected in the July balance. The Rogers Rep I spoke with, understood the matter, issued a Work R# and asked to allow 72Hrs before My Bill/Act shows “Corrected  balance”.

Today (August 12, 2024) I signed in to my Rogers account to confirm My Bill has been adjusted, as Rogers Rep promised. To my surprise it wasn’t, so I called Rogers customer service again. This Rep (2nd Associate) explained the charges as a telephone on the account not charged in the past but due now (Phone Basics $1285 - $943 Savings, etc) which left me flabbergasted. Before I take other steps a colleague asked that shared my disappointed here first.

I hope the responsible person takes notice of this and replies at the earliest, because I know Rogers is a responsible service provider.

Shafi

***Edited Labels***

[RogersZia]

Good evening @Shafihub,

Welcome to the Community!

I appreciate the details you've provided. May you please confirm if you were billed for all your services on each of the two invoices? Have you added any new services or made any account changes lately? 

We'll be happy to review your account to see where the charges are stemming from. Please send us a private message @CommunityHelps so we can assist you further.

RogersZia

[Shafihub]

Hello and thanks for your reply message.

To answer your question to clarify if there was any addition to my services: No there has been any. I missed the previous payment, which I immediately paid off (along with late fee etc) as soon as I received a “Reminder” Email from Rogers. In fact, I paid extra dollars to settle any other potential charges. The Payment History under my account shows “Payment as Received along with Ref numbers alongside”, but the balance continues to show “Previous balance” increasing instead of decreasing. Quite absurd.

I called Rogers Customer Service and found the 1st Client Rep to be quite understanding and promised to take care of the issue and asked to allow 72 hours for it to sink in the system, which I did. Unfortunately, after 4 days, the balance (My Online Account) sill showed the wrong balance as required amount.

I called Rogers Customer Service for the 2nd time. This time the Client Rep insisted that balance is correct. On being asked re my payments, The Rep completely lost me and kept on insisting “No sir you have to make this  payment.”

Hope someone in Rogers can understand and decode this puzzle as I am getting fed up of this nonsense.

Looking forward to hearing back with the solution.

[RogersMoin]

Hello, @Shafihub.

We appreciate the additional details. Depending on the mode of payment, it may take up to five business days for the payment to be processed and reflected on your account. We can gladly investigate the issue and keep you posted. Please follow the instructions posted by RogersZia in the post above and send CommunityHelps a private message.

We look forward to hearing from you.

Cheers,
RogersMoin

[Shafihub]

Hello RogersMoin,

Your reply directs me to RogersZia and his reply pointed to direction that took me nowhere. For 3 days now I tried multiple times, but the Links he provided in his “Post” connected me no where to send you/Rogers “A Private Message”. Just so you know. Undue charges should never be added to your bill. 

I called in finally to cancel My Rogers service all together. Enough is enough.