PSA - Rogers is charging you $50 to see the EPP plans.

[Velaar]

So I was recently hit buy a 1-time $50+tax charge for the "Preferred Prgrm Enrollment Fee". 

While they do promise a discount on your plan my plan was a win-back so it was suddenly "not eligible". I looked at the available EPP plans and there was nothing competitive with the offer that I have from a different EPP. to be clear at the time of the fee I did not order any change on my account. While, my bad - I might have accepted something by entering the code. 

Reached out to the support via chat, the agent did not address the fee in any way but this: 

Rogers specialist 11:09:13 AM ET
Yes so since you applied for the code and it was added to your account, this is why the $50 fee was applied
 
Rogers specialist 11:09:45 AM ET
When you applied for this code, you would have seen the $50 fee which you needed to accept to continue your application

So just wanted to make sure Rogers community is aware of this. 

**Labels Added**

[RogersJo]

Greetings @Velaar! 

Congrats on your first post with us! 😊 We're sorry to hear what transpired as this is most certainly not the type of experience we want you to be having. I just have a few questions with regards to your account in order to get this ironed out for you.

My understanding is that you are currently still on your Winback plan and did not take advantage of any of the RPP plans is that correct?

Did you generate the RPP passcode yourself?

How did you get the code applied and what platform did you use?

In the event that you are not enrolled on one of our RPP plans, we can most definitely have a look and see if we can get the code removed from your account and also have a gander to see what we can do with regards to the $50 enrollement fee.

Looking forward to hearing from you,

RogersJo
 

[Velaar]

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Hello Jo, 

Thank you for looking into this! 

My understanding is that you are currently still on your Winback plan and did not take advantage of any of the RPP plans is that correct?

That is correct as of today I'm still on a Winback plan. There is an order in the system to move it but given the offer in question and the approach a representative took to address it I'm not sure if I will proceed with it. 

Did you generate the RPP passcode yourself? 

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I did. Through a "verify your eligibility" link. https://www.rogers.com/rpp/preferred/

See below, the fee is not explicitly listed. Nor there is a checkbox to "accept the terms and conditions". Only the "I agree so see my offer details" - that reinforces the argument that the charge is to see. 

Mebership verification

How did you get the code applied and what platform did you use?

Browser. - https://www.rogers.com/phones/?type=rpp "Provide your passcode" link.

Overall, this is not even the $50 question for me. But rather a hidden fee that you are not explicitly agreeing to in order to limit the ability to shop around. (My company has EPP/RPP set up with all major telcos). The fee is applied before you can even see the offer, and once applied you reach the sunk cost problem. 

Update / Edit: 

This also contradicts to what the agent told me over the chat (transcript available) : 

When you applied for this code, you would have seen the $50 fee which you needed to accept to continue your application

[RogersJo · Accepted solution]

Hello @Velaar!

As a consumer myself, I totally understand how you're feeling. I too can appreciate some savings and know how imperative it is to ensure you're receiving the best value.

Did you have a chance to take a look at the FAQ's prior to applying for our RPP program?

I had the opportunity to have a more in-depth look and I was able to find the FAQ's with regards to our Rogers Preferred Program details under "I already have a phone number with Rogers. Can I bring my personal number over to this program" which advises you of the one-time Preferred Program Enrolment fee of $50.

Regards,

RogersJo
 

[Velaar]

Hello @RogersJo, 

I will accept this as a solution as technically, Rogers has it hidden in a FAQ. 

As I've been an EPP client for a long time I did not expect anything to change this time around, so I did not review the faq. 

Please see the FAQ page itself does NOT mention anything about the fees upfront so there is nothing to alert me that in order to see my pricing there is a fee.  Is it in fine print? I don't doubt it. Is there any service provided for a $50 fee? Doesn't look like. Is there a button/checkbox to say "Please charge me $50 on the next bill to proceed to see the plans available to you?" with a red "Agree" button? I don't think so. If I saw that beforehand I'd be with an alternate provider already as they have similar EPP pricing without the fee. 

[Jh999]

I was charged 50 CAD just for entering the passcode and browsing the plans. I didn’t even switch my plan, so I can’t believe I have to pay 50 CAD just for browsing. I called customer service, and they couldn’t waive the fee. This was the worst experience ever. It feels like they’re trying to get every penny out of my pocket.

[LordDrakkon]

Once you redeem that code, you are agreeing to pay the $50 whether you take one of the plans offered or not. This might be a bit of a shady practice by Rogers, selling access to plans that mostly aren't better than what customers already have, but the fee and how it works is clearly outlined.

[phantom1976]

t took it right to the office of the President and they backed down so they do reverse it, depends on how much of a thing you want to make it I guess