charged for unknown us text messages

[OnHold4TooLong]

Hey!
I was recently charged for 10 text messages that were apparently sent from the us from Canada. I am very frustrated as Rogers claims that they “verified” the texts and they were valid.

I was unable to find any such messages on the phone. I was originally told that they were text messages but the number I was given does not exist as I attempted to call it. I was later told that perhaps the messages came from an app such as WhatsApp, messenger or discord. Upon checking everything on the phone I came up with no solutions. Rogers has not been very helpful and I feel that they are not taking my concerns seriously. Anyone else feel at a loss for answers in a similar situation?

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[RogersMaude]

Good day @pierre56,

Thank you for posting to the Rogers Community! Unexpected charges can be rather concerning.

Has your son uncovered more findings since your last message?

We'd be more than happy to have a look into this for you on our end, if need be. If you still require assistance, please feel free to send us a message at @CommunityHelps. 

To find out more on how to send us a private message, simply check out this blog.

Thanks!

RogersMaude

[Nikki11]

isn't WhatsApp free ??? I am so confused by this 

[57]

@Nikki11 : Although WhatsApp is "free" when connected to WiFi, if you connect to the cell network in a foreign country, you will be charged for roaming.  WhatsApp may override the data settings in your phone.  See the following link for avoiding roaming charges:

https://communityforums.rogers.com/t5/Account-Support/Roaming-like-home/m-p/518044/highlight/true#M3...

WhatsApp doing this was also discussed earlier in this thread - link below:

https://communityforums.rogers.com/t5/Account-Support/charged-for-unknown-us-text-messages/m-p/51922...

[Ccreamer]

In December there was a charge of about $150 on my account for US/international text messages. I did not send these text messages so I called Rogers customer support. The person I talked to was very helpful and informed me that my number is being spoofed and that scammers have been using my number to send text messages to people all over the United States. He said he was unable to refund me due to his team saying that the texts were sent from my number, but after he escapated the situation, I received a refund after about a week and a credit was added to my account. I was satisfied that the issue was resolved.

When my credit card was charged for February's bill, I noticed I was charged more than I should have been charged, so I decided to check my bill and noticed that, again, I have received overage charged for US/international text messages that I didn't send. These charged were for January and February, totalling about $80. I called Rogers to resolve the issue. I explained to the customer service person that this is the third month that this has happened and that I don't know anyone outside of Canada, and have not sent any text messages to anyone outside of the country. He created a case and I wrote down the number and waited. Almost 2 weeks passed with no response, so I called Rogers to see the status of my case. This was a terrible call.

I was told that I will not be receiving a refund as the text messages were sent from my phone. I explained the situation and was transfered to technical support. After speaking to technical support I was transfered to the "customer care team". I was on hold for an hour. When the person finally answered she told me there was nothing they could do for me. She said that the text messages were sent from my phone. I explained to her that I don't know a single person outside of Canada and would not be texting anyone outside the country. She told me again that they are from my phone to which I told her it's not possible. She said that it could be an app on my phone like Facebook sending messages on my behalf. I hung up the phone frustrated.

I do not have any new apps that I didn't have before these charges started that would be sending messages to the US on my behalf. I also don't understand how it could be number spoofing the first time but not the other two times. I was told by the customer service rep that I could add a package for US/International texting. I find this ridiculous that I should have to pay extra money for text messages I will never send. As I said earlier I don't know anyone outside of Canada, therefore I don't text anyone outside of Canada. Paying for a plan that I will never use in order to stop fraudulent charges seems crazy to me. Rogers has no other way to help me or solve the issue, except to charge me more money. This is very frustrating and disappointing. I would expect better service from a company like rogers.

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[Lildiggle]

Hello,

I too just ran into the same problem this month. They claim my 11 year old had 81 text messages to the or from the states. When her dad looked at the her phone he found nothing and when I called Roger's was no help. They couldn't tell me what number the messages were to or from. So basically we have no idea what message awe have been charged for. Her phone bill is supposed to be $28 a month. But with these charges it was $72. What a scam that is. Way to rip off your long time customers Roger's. I feel like I will be changing companies as soon as my contracts up.

[RogersCorey]

Good morning @OnHold4TooLong!

I understand that bill shock from unexpected charges would be frustrating if you cannot find the text messages on your device. Does your daughter have any friends in the US that she might have been texting? Does she have WhatsApp installed on her phone?
 

We can investigate and look into this charges for you.

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

[Carla5]

Did you have any luck? I jusg got a bill with 618 canada to us text ans cost almost 300$
My son didnt text anyo e ans after seeing this thread i see it is commom

[Carla5]

Can you tell me how this went? I am dealing with this right now

[Carla5]

I just had this exact same day!!! Tossed around to different Roger’s people. Told it was from our phone. Which we did not make these texts!!!!!!!! Please tell me if you had any luck. I am on day 1 and waiting to hear back

[Carla5]

Me too! I might switch to Telus over the charges I just got. My plan is up and need to re do this month and sounds like Roger’s not going to help with this matter

[Fraser47]

Oh wow! What happened!?! I have the same issue, where they are telling me I sent over 400 pictures and videos messages to a number in Santa Monica I have never heard of. I have never been to Santa Monica, don't know anyone from Santa Monica, and have never sent anyone 40 pictures in a day let alone 400.

[gianni1]

Any resolution? I have the same problem. Rogers told me they found an Ohio phone number but cannot address. Seems like a text scam workaround since I can’t block phone numbers.