Unauthorized billing by Rogers for Disney+ and Apple music

[preciousgem]

I've discovered that Rogers has been billing me for these two services which I did not sign up for - and they've been doing this for over a year! My account is set up to be paid through my credit card. As my family has been dealing with a lot of family health turmoil, we have not been on top of reviewing our Rogers bill. Recently, I looked it over and discovered that I've been charged $30+ for both services. I called the accounts department but they insisted that there was nothing that they could do as these are third party providers. I was upset that I had paid for services that I didn't even know that I had nor agreed to have! Rogers directed me to call Disney+, again citing that they are unable to reverse the charges. I called Disney who informed me that they do not have my information on the system - because I never set up an account with them! Rogers refused to acknowledge that they have done this. I was so frustrated that I cancelled my accounts with them. I'm still stuck with them for my cell phone but I've moved my services to another company. Never again with Rogers - been a customer for 30+ years and this is how they treat their customers!

Disney advised me to go to my bank to have the charges reversed. I will be looking to do so - what an unnecessary hassle!

I hear that many other customers are being charged by Rogers for apps and services that they never agreed to purchase. I've advised my parents to cancel their Rogers services which they did after being a Rogers customer for 44 years. I will never recommend Rogers to any friends or families.

[RogersYasmine]

Hello @preciousgem ,

We appreciate you joining our community forums and sharing your recent billing experience. I'm really sad to hear that things ended on such a disappointing note, especially since you've been a customer of ours for such a long time!

Although, we do advise our customers to try to review your bills on a monthly basis to ensure everything looks okay, I can understand why that might be the least of your worries when going through a challenging time in your life. I genuinely hope everything is okay with you and your loved ones at this time. 

With that being said, I'm not sure how the Disney+ subscription was activated, since a customer would need to go through a few different steps in order for this to happen. It's very strange, indeed. The same goes for having an Apple+ subscription. Could it be possible that another member of your household did it without letting you know? Otherwise, I'm not sure what could have transpired there. 

If you would like for us to take another look at your account to see if there's something we can do to help salvage your business, we're happy to do so. Feel free to send us a PM @CommunityHelps to begin. For more information on how our Private Messaging system works, please check out our blog.

Kind regards,

RogersYasmine

[preciousgem]

Hello Rogers Yasmine,

Thank you for taking the time to respond to my post. I feel that if the Rogers retention representative had shown some empathy, to might not have made the decision that I did. Instead, the individuals (specifically two) were cold and condescending. Having been a Rogers customer for so long, I'm used to the long waits and at times, unhelpful customer service. However, I didn't appreciate the condescending tone. I will see how my new service provider will fare before I consider business with Rogers again.