Prepaid (PAYGo) Ending, Comment Regarding Credits For Balance.

[57]

The Prepaid (PAYGo) section of the forum has been closed, but I wanted to provide the following information on that topic.

After extensive negotiations, since I had a balance in my prepaid account last year, I was offered a credit by OOTP (Office of the President) in November.  This credit (gift cards) was to be issued in 4 months.

Since I had not received the email with the gift cards in that timeframe, I contacted OOTP again and they advised me (after a 2 day wait) that they had been delayed.  Here's a quote from our discussion and recent email:

"Please allow until May to receive the gift cards as we are working diligently to get them out to all of our clients."

It's inexcusable that they have not provided the credits on time, but what can we do.  I will post here when I finally receive what's due.  FYI, I could not reply to the original email from OOTP in November since replies are not allowed after 60 days.  I now have a new email confirming the recent conversation.

If anyone else is in a similar situation, please reply.

*Added Labels*

[RogersZia]

Hi @57, thank you for sharing your experience with the Community. 

RogersZia

[RobTheGob]

Thanks for your update - I'm in a similar situation.Waiting for promised credits that should have already arrived.

Disappointing all around...

[RobTheGob]

It's now been five months since I was promised compensation and I've heard nothing since December 9, 2024.

It appears that I'll be opening a formal CCTS complaint later this week...

[RogersMoin]

Hello, @RobTheGob.

It's disappointing that you didn't receive the promised gift card. As posted by @57 in the original post, please allow until the end of May to receive the gift card.

We are here to help and can follow up with the team if required.

Thank you for your continued patience.

Regards,
RogersMoin

[RobTheGob]

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@RogersMoin wrote:

It's disappointing that you didn't receive the promised gift card. As posted by @57 in the original post, please allow until the end of May to receive the gift card.

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The post above from @57 doesn't say "end of May" - it says "allow until May", which we're now a full week into and over a month past the incredibly long time that Rogers initially told me (and many others) to wait for compensation. How long does it take to email a gift card? It's appearing that Rogers is not planning to send these gift cards.

My patience is nearing an end - I'll probably wait until May 15th, but if no gift cards show up I'll open a formal CCTS complaint that Rogers will have to address. I should have done this last fall, but I believed their promises to make this right.

[57]

I fully agree.  Rogers and the affected customers had a verbal contract, backed up with written confirmation via email.  Rogers has reneged on that contract and has no excuses, given they had 4 months initially and are now 5+ months from their initial promise.

Customers have a right to be paid on time, the same way Rogers expects their customers to pay on time.

[RogersYasmine]

Hi @RobTheGob & @57  ,

I can see how that would be disappointing. 😞

We are happy to follow up with OOP to find out if there is a specific date in which customers are to receive the intended gift cards by? Kindly send us a PM @CommunityHelps so we can investigate further. Your continued patience is greatly appreciated. 

Thanks very much,

RogersYasmine

[57]

@RogersYasmine : Thank you for your offer, but I don't believe you or I should be wasting any more time on this issue.  Rogers needs to provide the credit and be done with it. 

[57]

I just got a call from OOTP.  I'm assuming that this was triggered by a forum mod, even though I didn't ask for it. Thanks for that.  I learned the following from today's call:

1. The credits may take until the end of May. That's the current "promise".

2. If I wish to apply the credit to my Rogers account (which is my intent), the credit can only be applied at a Rogers Corporate store. It cannot be done electronically or at a franchised store.  This is a pain and was not mentioned before.  Since the credit is "electronic" via email, I was expecting to make use of it electronically and this may have even been the case when initially discussed in November 2024.

3. I stated that I would post this new information on the forum and that we customers are not happy.

[RobTheGob]

It's now June 1st, almost six months since I originally contacted Rogers - I've still received none of the "promised" gift cards. The most recent promise was the same as @57 - the end of May.

I've been extremely accommodating - but they've now missed their "promised" dates at least three times. 

Not a big surprise - but I've come to the end of my patience. 

[57]

We have all been extremely patient with this issue.  I will contact OOTP tomorrow.  I would prefer not to contact CCTS.  I am now into my seventh month of waiting for my credit.

@CommunityHelps if you wish to "trigger" OOTP again (on your own initiative), please feel free, but I will not be wasting my time filling in forms.

[RogersCorey]

Good afternoon @57,

I apologize for the delay in getting back to you.

Yes, we'd like to help you out here. I can understand your aversion to wanting to fill out anymore forms.

If you'd kindly PM us, I'd just like to confirm your contact information before I submit any escalation on your behalf.

~RogersCorey

[57]

@RogersCorey : Thanks for the offer.  I emailed my contact at OOTP and am waiting for a response. If I don't hear anything by tomorrow, I may take you up on your offer.

At this point what I would like (and only fair) is a credit to my account instead of waiting for the email credit and having to go to a Rogers store to "cash" it.

[57]

I did get an email from OOTP, however, 

1. Rather than addressing the issue, she asked me to confirm what the issue was (should have been clear from my email) and asked when she could call me, which I had included in my signature.

2. The email went to my spam folder. - lousy Rogers/Yahoo! spam filter which as been previously discussed and I won't bang my head on that wall again..

[57 · Accepted solution]

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@57 wrote:  @RogersCorey : At this point what I would like (and only fair) is a credit to my account instead of waiting for the email credit and having to go to a Rogers store to "cash" it.

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Update: Seven months after Rogers agreed to a "credit" November 2024, and after several email exchanges this week,  Rogers OTTP agreed to provide a credit to my account. I can see that credit in MyRogers. Case is now closed for me.

Although I am pleased that this was finally resolved, I have a couple of comments:

1. This should never have been necessary since any "balance" that was prepaid to Rogers on my prepaid phone, should have been transferrable or refunded.  This is because it was Rogers' decision to end prepaid services, not mine.

2. It was totally inexcusable that several promises made by Rogers during the past seven months went unfulfilled. The charade had to end and I am pleased that my suggestion was accepted.

3. No customer should ever be forced to put this much effort into what's due them.

I can only hope that others in a similar situation have received their funds in some manner.

[RobTheGob]

@57 - so, in the end it appears as though the “promise” of gift cards as compensation was either a lie or a tactic to drag this out until it’s either forgotten or too late to start the formal complaint process…

I’ve not heard anything since the last “promise” - so I opened a CCTS complaint and it has been accepted by the CCTS. I have no doubts that Rogers will drag this out as much as they can, but we’ll see. 

It’s really too bad they’ve chosen this path. It’s a sad chapter after more than 30 years with Rogers Wireless…