Unreturned Equipment Past 30 Days

[joelyebb]

Hi all, 

I received an email on April 30th to return my modem and tv box within 30 days. However it was received by Rogers on June 16th so I was charged the unreturned equipment fees on my June bill. I called customer service to ask if the charge will be reversed since that's what was said in the email. When I called Rogers about it a customer service agent told me the charge is technically valid. Just looking for some guidance since I'm a student I could really use the money right now. 

[RogersYasmine]

Hi @joelyebb ,

Thanks for taking the time to post about your concerns here in our forums. 🙂

If for some reason, you return your equipment after the scheduled return date and are automatically billed for the "unreturned equipment fees", once we receive the returned equipment and it's processed into our database, we will still reverse those charges. 

A final/revised bill will be sent to you showing the charge reversals. It can take anywhere from 4-6 weeks for the return to be processed, so please be patient. If for some reason, it does not get reversed, kindly reach out to customer service to follow-up, or let us know here via PM and we'll be happy to investigate. 

Much appreciated,

RogersYasmine

[iarora013]

I was using Rogers services for home WiFi and TV but had to move to my home country and had informed customer care to close my account. I was told I'll receive an email on my email address for the label which I can use to send back the equipment. Till date I had not received the label to return the items and today I received a bill of  386.77 CAD for unreturned items.

But it's not my fault that I wasn't sent any label. Can someone help me to get in touch with them as I live in a different time zone and getting in touch with them over chat is insane. Can't talk on call as I live in India and do not want to incur International charges.

[sameerahmed1414]

Hello, What was the resolution? I am kinda in a similar situation

[RogersYasmine]

Hi @iarora013 ,

Thanks for taking the time to post about your dilemma here in our community! I'm sorry to hear you have yet to receive the return label via email. Just to be certain, have you also checked your junk/spam folder to be sure it didn't end up there?

If not and help is still needed, kindly shoot us a PM @CommunityHelps so we may take a closer look. For more information on how to send a Private Message, please click here. 

Thank you!

RogersYasmine

[RogersRussel]

Hey @sameerahmed1414 

Sorry to hear you are in this situation as well. We do require our rental equipment to be returned to us via Canada Post or courier and will provide you with return shipping waybills. Equipment not returned would be charged to your account on your final invoices. Do you have someone to return the boxes to us?