Urgent Issue: Unauthorized Plan Change and Excessive Charges

[Atulsingh]

Pathetic service and no transparency

This is to  express my frustration regarding the unauthorized changes to my account, resulting in excessive charges.

On October 27, 2024, I ported number out my number A and added C. I was assured no changes would be made to my plan, but after the update, the plan for my number B was altered without my consent. I incurred excessive long-distance charges (CAD 361) and lost discounts on my plan. Despite multiple calls and visits to your store, the issue remains unresolved.

In my last call, I was told that the system automatically changes my plan as it was the oldest number on my account and offered only a CAD 50 credit, which is insufficient. I am also concerned that my next bill will include similar charges. I am not gonna pay for anything for any change done on my account without my consent, Usually they send an email for user  authorization but for change in plan they just bombed a bill.

I want full credit for the charges, restoration of my original plan, and confirmation that no further charges will occur.

***Added Labels & Removed Account Info***

[RogersJermaine]

Hello @Atulsingh,

Welcome to the Rogers Community Forums, and thank you for your post! Unexpected changes to your bill can come as quite a shock, but we can certainly take a further look into this for you to provide you with some more information on what may have transpired. 

Please feel free to 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.

Regards,

RogersJermaine

[Vin526]

Something is really wrong with how Rogers is conducting business.

Regular unauthorized changes.

Agents are willfully misleading. Said another way... they lie.

I think the agent can stop the chat transcript from being emailed to you. So they lie and then you have no transcript... but...

I started to take screen shots... and in my last chat I was offered.... a better bundle for less... what! "No sir, you will not lose any of your channels"... Really... you sure?! And faster speed! "And I will give you $7 discount on your TV boxes". What! Lets do it!

Almost immediately, I lost most of my channels! LOL... 

Rogers is opening up itself to serious and costly litigation!

[LordDrakkon]

If you had ported out number B, ypur plan would have remained the same. Once you port out the original number tied to that plan, the system does automatically update the plan. I am going to assume they can't restore that plan because you ported out the number it was tied to.