Resolve Billing Dispute for Account That Should Be Cancelled

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Resolve Billing Dispute for Account That Should Be Cancelled

Hi can anyone tell me how to get intouch with a person who is higher up the chain they keep billing me for an account that i have cancelled 6 months ago this the s will be the 4th time i have had to deal with this and am getting a little more upset every time i call they tell me they have dealt with it but no once again i get billed

 

 

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Re: Resolve Billing Dispute for Account That Should Be Cancelled

Good evening @danielpgbc,

 

Thank you for joining the Community!

Having to call on multiple occasions for a billing issue can definitely be frustrating. I can imagine how you must be feeling. We want to help you reach a resolution as soon as possible!

 

When an account is cancelled, a final invoice is generated. If that bill goes unpaid, an invoice for the same amount will be generated on your bill cycle date, as a reminder. On the invoices generated after the cancellation, are you getting charged for the monthly service fees or is the amount identical each month? Have you made payments since you requested the cancellation of your account?

 

If you would like my assistance with this billing issue, you can reach out here, by private messaging our @CommunityHelps inbox. You can learn how to send a PM, here.

 

You mentioned your desire to discuss this matter with someone higher up. Access our Share a Concern page, where you'll be able to submit a call back request or chat with a member of our Management Office.

 

Our Social Media team is also option at your disposition! You can reach them via Twitter @RogersHelps or on Facebook.com/Rogers.

 

Don't hesitate to let us know if you have any other questions!

  

RogersMaude

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Re: Resolve Billing Dispute for Account That Should Be Cancelled

Good evening @danielpgbc,

 

Thank you for joining the Community!

Having to call on multiple occasions for a billing issue can definitely be frustrating. I can imagine how you must be feeling. We want to help you reach a resolution as soon as possible!

 

When an account is cancelled, a final invoice is generated. If that bill goes unpaid, an invoice for the same amount will be generated on your bill cycle date, as a reminder. On the invoices generated after the cancellation, are you getting charged for the monthly service fees or is the amount identical each month? Have you made payments since you requested the cancellation of your account?

 

If you would like my assistance with this billing issue, you can reach out here, by private messaging our @CommunityHelps inbox. You can learn how to send a PM, here.

 

You mentioned your desire to discuss this matter with someone higher up. Access our Share a Concern page, where you'll be able to submit a call back request or chat with a member of our Management Office.

 

Our Social Media team is also option at your disposition! You can reach them via Twitter @RogersHelps or on Facebook.com/Rogers.

 

Don't hesitate to let us know if you have any other questions!

  

RogersMaude

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I've Been Around
Posts: 1

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hi there, 

I'm having the same issue. I've called well in advance to cancel my account, and am still getting billed and unable to return my equipment as a result. Nobody at Rogers seems to want to take accountability for this and it's getting very frustrating. I don't think I should be paying for a service that should have been cancelled for well over a month, but apparently that's not something Rogers can fix? 

Please tell me that the whole company doesn't take this approach and it was just a fluke and someone didn't know how to rectify this issue...

 

Shanny

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Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hello @shanny123456,

 

Thank you for joining us in the Rogers Community Forums and great first post. 

 

It sounds like you are in a strange predicament with your billing and services. If you had previously reached out to us to have your services canceled for a specific date, this should have been processed as requested. The only thing that might stop this from happening is if you had a suspension on your account preventing us from putting the request through, or if you failed to return any associated rental equipment to the store within 5 days of the predetermined cancellation date. 

 

Just to clarify:

 

1. Which services do you have active with us?

 

2. Which services did you request to have canceled?

 

Hopefully, we can help you get to the bottom of this. We look forward to your reply! 

 

RogersLaura

 

 

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Posts: 2

Re: Resolve Billing Dispute for Account That Should Be Cancelled

about 4 months ago i moved and asked to change my wifi plan from standalone to wifi/cable
i received an email stating my plan had been switched, a tech came and set up my new router and retrieved my old one.
4 months later, i notice that rogers had set up a new account with my new package (cable/wifi) and had continued to bill me for my old internet account. an internet account that to my knowledge no longer existed, and one that i did not even own the router for. because they have continued to bill me without my knowledge the bill has become very high, and after speaking to an agent for 2 hours trying to understand why this had happened i was given a ticket number and advised i’d have someone call me within 7 days. it has now been 2 weeks and nobody has contacted me, however they have started calling me on unknown numbers asking me to pay the bill.
does anyone have any advise on how this can be dealt with properly?

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Re: Resolve Billing Dispute for Account That Should Be Cancelled

as stated in the below message, the equipment was returned and is no longer in my possession.
i don’t seem to be having an response on how this can be dealt with, instead it’s becoming a dragged out issue.
the standalone internet was to be canceled when i moved and i actively am using a cable/wifi package.
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Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hello, @rae26.

 

Thank you for posting your concern, and welcome to Rogers Community Forums! 

 

I appreciate the details shared in your post; it seems between the move and setting up the new account, the old Internet account remained active. 

 

We can follow up with your ticket and look into expediting the resolution for you. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog

 

Cheers,

RogersMoin

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Re: Resolve Billing Dispute for Account That Should Be Cancelled

When switiching to ignite the old account was not ported and two accounts created with two sets of bills.  Have requested repeatedly to have this fixed.  Told it would be and I would be notified by text.  Still haven't heard.  I've spent hours on either hold or talking to chatting online.  Although everyone has been polite this is very poor service.  I don't have to time to do this.

Anybody else deal with this?  How did it get resolved?

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Posts: 25

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hello @Carolyn4R,

 

Thanks for reaching out and congrats on your first post!

I’m genuinely sorry to hear you’ve had an issue migrating to Ignite – I know it can be frustrating especially when you're left with an unexpected bill and no follow-up yet.

 

Just to get up to speed with your concern, have my colleagues advised if they’ve submitted a ticket regarding the migration and billing issue? I’d like to take this opportunity and invite you to PM our @Community Helps to get started and review the account details. You can find details about our private messaging in this blog

 

Looking forward to your response.

 

Kind Regards,

RogersMike