Upfront Edge

[latewest]

In June of this year I received an e-mail telling me that my Samsung S23 was to be returned to Rogers by June 17 or  I would need to Pay $700 to keep it. I decided to change providers and on June 15, I got my new plan and phone. I then tried to return my S23. I went to three different Rogers stores who told me they could do the return as I had already cancelled my plan. Finally one of them gave me a phone number to call. I got the same run around from Customer Service. I asked to speak with a Manager and was told that they would hav e one call me back. I have never received that call. Last week  got a notice from a Collection Agency. Not wanting to b e put in the credit bureau I [paid the amount owing. I still want to return this phone and get my money back. 

I always liked Rogers but this situation has tainted my pallet. Any suggestions out there? 

***Edited Labels***

[RogersJermaine · Accepted solution]

Hi @latewest,

Welcome to the Rogers Community Forums and thank you for your post here! We do want to thank you for your service and time with us as a customer and we appreciate you for sharing your experience with us. From your post it does sound like you cancelled your services first and then attempted to return the device?

"If, for any reason, the wireless service you subscribed to when you purchased your device is cancelled or transferred, you may no longer participate in the Upfront Edge program and must repay your Upfront Edge Amount at the time of that cancellation. Once you cancel or transfer, you no longer have the option to return your device. We will charge the Upfront Edge Amount on your next bill along with any other applicable charges (e.g., your total outstanding device financing balance)."

You can find out more about the Upfront Edge program here.

Hope this information helps.

RogersJermaine

[latewest]

This appears to be a real SCAM. Because I wanted to ensure that I could return the phone on time without losing my phone number or have an interruption in service, I am penalized by having to pay for a phone that I do not want. Is this the type of service that Rogers really wants to provide to its clients. 

I have always extolled the virtues of Rogers as I have dealt with you for many years. It is sad that this issue has changed my opinion and I will not hesitate to tell others about your SCAM and confusing communications.

[RogersJo]

Greetings @latewest, 

We're sad to see you go. 😥 As a consumer, I totally understand how you're feeling and we most certainly appreciate your loyalty and tenure with us. I'm saddened to hear what transpired. Have you been able to connect with a manager since you last posted?

Did you happen to connect with us to ensure you receive all neccessary details prior to having your line ported out to another provider? When you enrolled in our Upfront Edge Program did we provide you with the terms of service and agreement?

Looking forward to hearing from you,

RogersJo