Unreturned Equipment Charges Exists After Equipment WAS RETURNED!

[sergeyslv3000]

I cancelled service in May, but didn't receive any email with Rogers returning label for two months! I called to Rogers support and support specialist  sent me a letter and organized returning. I returned the equipment on July 5, 2024 using Purolator (Shipment:xxx) and was provided with confirmation of returning SIGNED BY ROGERS REPRESENTATIVE. But Rogers still charges me for almost $252. I called to support and a specialist told me that the charges will be reversed. But it still existed. I called again and another support specialists told me that it would be resolved on July 24th. I called again on on July 24th and third specialists told me that it will be resolved in 2 -5 business days(I2258300135)! Instead TODAY, July 28th, I received new bill - $259.49. And finally I was told by another "support specialist" that It can take up to 30 days after the return for the credit to appear. 

Now my account says CANCELLED with UNRETURNED EQUIPMENT CHARGES and this: "Your overdue balance is scheduled to be assigned to a third-party collection agency and will have an impact on your credit rating. Please make a payment to prevent this.".

I am going to rise a ticket in Federal, provincial and territorial Consumer Affairs office

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[RogersMaude]

Good day @sergeyslv3000,

Thank you for joining the Rogers Community and letting us know of the situation surrounding the rental hardware you returned at our warehouse.

We appreciate you took the time to bring this up to our attention and reached out to us via private message. We did need to discuss privately to access your account.

Don't hesitate to reach out again if you have any questions.

Take care and have a nice day!

RogersMaude

[sergeyslv3000]

Absolutely NOTHING changed since "we did need to discuss privately to access your account."
I still see my account  CANCELLED with UNRETURNED EQUIPMENT CHARGES and this: "Your overdue balance is scheduled to be assigned to a third-party collection agency and will have an impact on your credit rating. Please make a payment to prevent this."
I hope that opened case in Federal, provincial and territorial Consumer Affairs office will help to teach you how to REALLY support your customers!

[sergeyslv3000 · Accepted solution]

Update: the problem was resolved by  Support Team Manager. 
Thank you!