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Unjust Charges for Unsent Canada to US Messages

Hellos19
I've been here awhile

I noticed that I had been billed $7.65 for sending 17 Canada to US messages and an additional $1.80 for supposedly sending 4 more messages of the same nature on another line. However, I can categorically state that I did not send these messages. This discrepancy in my bill prompted me to contact Rogers customer service department to rectify the situation.

I spoke with a customer representative and their manager, and I was truly disappointed with their response. They insisted that the charges were accurate according to their system and that I was obligated to pay them, despite my insistence that I did not send these messages. I was met with a cold and dismissive attitude, and it was disheartening to hear that there was nothing more they could do to assist me.

My concern goes beyond the erroneous charges themselves. What if similar charges are imposed in the future for services I did not use? This incident has shaken my confidence in Rogers as my service provider. I strongly believe that as a customer, I deserve fair treatment and the assurance that I will not be billed for services I did not utilize.

I am writing this complaint in the hope that Rogers will take this matter seriously and investigate the charges in question.

 

 

***Edited Labels***

3 REPLIES 3

Re: Unjust Charges for Unsent Canada to US Messages

RogersMoin
Moderator
Moderator

Hello, @Hellos19.

 

Welcome to our Community, and thank you for your post!

 

Unexpected billing surprises can be painful, especially when you are confident your usage does not incur them.

 

By any chance, did you become a part of a text messaging group? If yes, you may not realize there could be one or more US numbers in that group. You get charged for the US texts every time you respond in the group.

 

Let us know if this is not the case so we can further investigate.

 

Cheers,
RogersMoin

Re: Unjust Charges for Unsent Canada to US Messages

Hellos19
I've been here awhile
Thank you for your response and willingness to investigate. I want to clarify that neither myself nor the person on my other line joined any messaging group. Your willingness to look into this matter is greatly appreciated, as it gives us hope for a resolution.

Re: Unjust Charges for Unsent Canada to US Messages

Good day @Hellos19 !

 

Thanks for clarifying! We'd be happy to take a closer look into this for you. 🙂

 

If possible, please 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 kindly!

 

RogersYasmine

 

 

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