Rogers Billing Issue switching from Legacy to Ignite

[rajavenkit]

Why is Rogers not able to prorate bills? Just shows how much it cares about its customers. 

As I had critical internet issues spanning many years with the Legacy service, as advised, I decided to switch my internet from Legacy to Ignite bundle on Jun 11, 2024. However I had paid for the legacy service in advance from Jun 06-Jul 05,  2024. When I recd. my Jul stmt., I see a $80.32 charged as reversal for the Legacy discount. However for the same period I was not given the $95 discount for the new Ignite service for the prorated period as per the ROGERS CONTRACT LETTER in effect double charging me the billing period.

After more than 5 calls and 10+ hrs  talking to cust. reps and escalation request to the president for a timely review and resolution, the issue still remains unresolved.

Will be mailing the complaint and the incident details via registered mail, so that it reaches the top of Rogers staff / executives. 

*Added Labels*

[RogersYasmine]

Hello @rajavenkit ,

Thank you for taking the time to post your concerns in our forums. I'm sorry to hear of the billing issues experienced during your migration from our legacy services to our Ignite services. 😞

Typically, when migrating over, you would be automatically provided with a partial credit adjustment towards your old services, from the date of cancellation to the end of that billing period. Likewise, you would be charged for your new Ignite services from the data of activation to the end of that billing period, as well as for 1 month in advance for your new billing period. Your charges would reflect whatever new promotion you accepted as part of the new service agreement. If this is not how everything went down, I do apologize.

If you've yet to hear back from anyone with a solution, we can absolutely review your account and billing details to see how we can assist further. Feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

Thank you,

RogersYasmine

[rajavenkit]

Well, the system didn't work like we both expected it to. Hence this post after 1 month of talking to different agents. Anyways, the issue is now resolved after escalation to the office of the president