Unexplained International Text Messages on Bill

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AlexGrguric1
I've Been Here Awhile
Posts: 3

Re: Unexplained International Text Messages on Bill

Yes don’t use WhatsApp Rogers charged 

me an extra $10.50 last month. They would not remove it from my bill, I was not aware that WhatsApp is an extra, due to a weak signal on Rogers part.  Rogers want an extra $5/math to give you international texting.....CASH GRAB very poor on their part.

RogersLaura
Moderator
Moderator
Posts: 769

Re: Unexplained International Text Messages on Bill

Hello @AlexGrguric1,

 

Welcome to the Rogers Community Forums and congrats on your first post! 👍

 

I realize that receiving unexpected usage charges is never a fun surprise! Just to clarify, Rogers wouldn't bill for messages you've sent while using the WhatsApp service. From my understanding (as I use the service myself to keep in touch with friends and family), the service should be totally free if you are using a free WiFi connection or the mobile data connection through your wireless provider.

 

Now, if you happen to exceed your mobile data allotment or you send a regular text message to a non-Canadian number inviting a friend to join WhatsApp, then yes, there is a possibility you will incur some usage fees. Can you please confirm if any of these scenarios fit your situation?

 

If you need us to review your billing to confirm the reason for or the legitimacy of these charges, we'll be happy to do so. For more information on how our Private Messaging system works, please CLICK HERE.

 

Kind regards,

RogersLaura

 

 

 

 

AlexGrguric1
I've Been Here Awhile
Posts: 3

Re: Unexplained International Text Messages on Bill

Laura, thank you for your reply.  

i spoke with a Rogers customer service person (Pat) she informed me that due to the hi levels of usage of Rogers phone lines, the signal was weakened, and as a result periodically cellular data was used to transmit messages pictures video from WhatsApp  it is at these times that rogers charges its customers for international texting.  She then asked me if i wanted to purchase additional services for $5/month to avoid this in the future.  AT THIS TIME OF UNCERTAINTY IN OUR WWORLD AND IN MY OWN FUTURE THIS IS NOT SOMETHING THAT ROGERS SHOULD BE DOING - ADDING TO MONTHLY BILLS. Very disappointing and a lack of compassion on Rogers part, to capitalize in a situation at these unfortunate times.

Pauly
Resident Expert
Resident Expert
Posts: 2,822

Re: Unexplained International Text Messages on Bill

I worked with Wireless Networks and dealt with CDR records in the past. I find it very Strange and unusual for someone to be billed as "international text message" when they didnt text but may have exceeded their monthly "data allotment" sounds fishy, perhaps the agent was not educated on the scenario and was confused in his explanation? if you didn't send a text to an international destination, you should not be charged for one period, please have a member of the Rogers Community Forums to look into it for you in greater detail to sort this out.


OLDYELLR
I'm a Senior Advisor
Posts: 3,736

Re: Unexplained International Text Messages on Bill


@AlexGrguric1 wrote:

Laura, thank you for your reply.  

i spoke with a Rogers customer service person (Pat) she informed me that due to the hi levels of usage of Rogers phone lines, the signal was weakened, and as a result periodically cellular data was used to transmit messages pictures video from WhatsApp  it is at these times that rogers charges its customers for international texting.  She then asked me if i wanted to purchase additional services for $5/month to avoid this in the future.  AT THIS TIME OF UNCERTAINTY IN OUR WWORLD AND IN MY OWN FUTURE THIS IS NOT SOMETHING THAT ROGERS SHOULD BE DOING - ADDING TO MONTHLY BILLS. Very disappointing and a lack of compassion on Rogers part, to capitalize in a situation at these unfortunate times.


That is absolutely unacceptable and gouging.  Rogers should not be profiting from data charges at this time.


Rogers PayGo. Location: S-W Ontario
Theguy45
I Plan to Stick Around
Posts: 9

Re: Unexplained International Text Messages on Bill

I received my Rogers will and was charged extra for international text messages. These messages were sent through whatsapp. I called Rogers and they said unless I can using WiFi I can be charged for international calls and texts while using data. I've never heard of this. Anyone else get charged for something similar?

57
Resident Expert
Resident Expert
Posts: 4,015

Re: Unexplained International Text Messages on Bill

I believe What's App is only free when using WiFi.  If you receive a text via cell phone service, then you need to pay.  Did you indeed get this text while not connected to WiFi?

 

This is similar to iPhone to iPhone iMessages.



Theguy45
I Plan to Stick Around
Posts: 9

Re: Unexplained International Text Messages on Bill

Yes, I use whatsapp with data. Never realized it would charge a fee for this... Thought messages sent and received through whatsapp were considered mms which shouldn't matter if it is using data or wifi
Babylegs1
I Plan to Stick Around
Posts: 50

Re: Unexplained International Text Messages on Bill

when I use 3rd party apps I ALWAYS turn off my data, that way I know im on wifi only.

If you use data then long-distance rates can be charged

Rogers is not responsible for how you use 3rd party apps

 

banwait84
I've Been Here Awhile
Posts: 2

Re: Unexplained International Text Messages on Bill

7 years with Fido this never happened. 2 months ago moved to Rogers got this issue now for international text. 

Customer care said maybe whatsapp messages were sent via text, which makes no sense and money wasn't refunded. How does it not happen on Fido. My wife has Telus, doesn't happen to her.

I do not even recognize the random numbers those customer care provided. I personally believe it is a scam to charge people 15-20$/month and even if 10% of people keep paying on auto pay, it is a lot of extra $.

They had no solution for me, because what is preventing them from charging me for these texts every month. I am definitely looking for deals with other service providers and will move ASAP. For now i have canceled my messaging service all together.

Do the business honestly.