Still got charged Up front Edge fee after returned device

[jf971]

I have received my new device and returned my old device a month ago, now my new bill got charged for the old phone’s up front edge fee, which about 600 dollars. Any reason?

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[RogersCorey]

Greetings @jf971!

Have you checked your tracking number to confirm that the device reached us? Did the device have any physical damage? Typically, the only reasons the charge would appear would be if the device wasn't returned on time or if the device was not returned in good working order.

Either way, we'd be happy to take a closer look to see what is going on! Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[jf971]

I don’t have tracking number as I didn’t think this kind situation will happen, I send the phone on time and it was a brand new phone, the one I originally have have a cracked screen so I went to Apple store use apple care to get a replacement before I send it out. I talked to some agent over the phone and they opened a case for me, still waiting for response. 

[jf971]

I actually found the tracking number from purolator.

[RogersYasmine]

Hi @jf971 !

We appreciate the additional information! 🙂

You've taken the right steps in reaching out to our Customer Care folks to get this matter resolved. It sounds like they've already sent off a case to have the equipment located so that the return can be processed on your account. This can take roughly 1-2 business days to be completed. Feel free to send us a PM so we can check the status of the case and verify if the return is now showing on your account. 

Thanks!

RogersYasmine

[nickj2]

how did you find it. Same thing happened to me. Rogers is saying its my fault because they can't find the phone

[RogersYasmine]

Hello @nickj2 ,

Thanks for joining the conversation. 🙂

Just to clarify, are you saying that you've already reached out to someone in customer care to have an 'equipment locate' case sent to the warehouse and they were unable to locate your returned equipment? 

When was the equipment returned? Did you keep your tracking number?

Thanks,

RogersYasmine