Rogers mistaken roaming

[Almarsh91]

Hello my name is amanda And I went to jamaica for a month and one week, and I was on roam like home for the whole time for fifteen dollars a day, but then when we got back we had a 2200 roaming charge for 1 week. Office of the president has not been much help at all

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[57]

@Almarsh91 : Here's the FAQ on RLH (Roam Like Home)

https://www.rogers.com/mobility/roaming/things-to-know-while-abroad

Did you make any calls or texts, etc that were "outside" what is allowed?

You’ll get free incoming calls so your family and friends can reach you when you’re travelling. With Roam Like Home, you can also make local calls within your travel destination and call Canada at no additional charge.

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For example, did you make calls or texts to the US or another country outside of Canada and Jamaica? 

Here's another FAQ on the topic:

https://www.rogers.com/mobility/roaming/billing

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If you’ve got a Canada-wide plan, then you won’t be charged long-distance fees for calls made or received within your travel destination or to Canada. Long-distance charges only apply if you make or receive a call to a country outside of your travel destination. For example, if you make a call to Germany while you’re in France, you’ll be charged long-distance fees.

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Please make sure that you read my links thoroughly to see what may have triggered the additional charges. Also, what did the OOTP (or other Rogers reps, or you bill or phone records) say?

[Pauly]

Hello, did you read your cellphone bill in detail?  Some people just look at the amount being withdrawn from their bank or credit card, while others actually login and download and print or save the bill to their hard drive. The actual bill would explain what the charges were related to, did you take a look?  Yes roam like home is $15 per day, you might incur some costs outside of that, so its best to check before you go to a destination what is included or not,  mistakes have known to be costly. this is why I never use my cellphone plan outside of canada ever.

[Almarsh91]

No, no, it was nothing like that. They claim that I asked to be off from like home 47 days and then at the end of the seven days, I requested to go back on it. No, that's not what happened and I even asked them to look into it because there should be a text message and a chat conversation about me asking to go off roll my home, because my phone was useless. The roaming wasn't even working. They said, okay, and took me off literally 2 hours later. And I have a whole bunch of witnesses for this literally two hours later, I chatted back in with a different lady who was confused and I said, I need to go back on room like home because my phone is even more useless than it was when I had it. So I may as well just put it back on. This was 2 hours after asking to go off. I chatted back in and I texted the number I was supposed to and it said confirmed, you are reenrolled in Rome like homes, well, apparently they say they can't do anything about it, because I accepted text messages or whatever about, oh you've reached a 102% and 300 and 400 dollars. Of your roaming and all those messages didn't come in to my phone until I was home in canada two weeks later, so i'm like no I never accepted them, they never came in. And I know I asked to go back on the room like Home 2 hours after unenrolling. And the woman confirmed, she's like, oh okay, I will put you back on it even though you just unenrolled. I said yes, but now I'd like to re-enroll. She's like you do so. She was confused and I said, yes, put me back on, she said, okay, you are now reenrolled I did the text message too. Same thing it confirmed, but apparently, because I, as they say. , accepted the text messages of like all the overages of data roaming charges. I said, no I didn't. I didn't accept anything like fifteen messages ended up coming in when I got home to canada. Like two thousand two hundred dollars? I can't pay that that is insane for a mistake that was on their end, but because they have no record of it, they're saying they have no record of anything.That's bull because I have like seven witnesses