Unreturned equipment charges reversal

[Kartika]

Hi, after requesting for account deletion, I did receive an email with instructions for returning the equipment, but no DATE was specified. Then I received another email saying that I would be charged for not returning the equipment and now I’ve been charged $250. I can return it right away, can the charges please be reverse? I travel extensively and have just been behind things. Kindly advise.

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[RogersCorey · Accepted solution]

Good morning @Kartika,

Yes! The charges can be reversed. Please don't fret.

The good news is that the charges will automatically be reversed once we've officially received the unreturned equipment and put it back into our system.

Regards,

RogersCorey

[Kartika]

Thank you, that is helpful to know. Will return shortly!

Thanks,
Kartika

[Kartika]

Hi RogersHelp,

I was previously charged for unreturned equipment but reassured that I would receive a refund upon returning my modem. Unfortunately, the ongoing Canada Post strike has delayed my ability to process the return.

Could you confirm:
1. Are there alternative return options available, such as using UPS or dropping it off at a Rogers store?
2. Is there a specific timeframe in which I must return the equipment to be eligible for the refund?

Please let me know how to proceed to ensure the return is properly processed and the refund applied. Thank you for your assistance!

[RogersCorey]

Good morning Kartika!

Yes, we do have a potential alternative and the timeframe for returns before the fee is applied is 30 days. If it should take longer than that to return the equipment, we can reverse this fee after the equipment is returned. 

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey