hidden cancellation fee

[User5519]

One of the call agent from promotion team called in, telling me that she can lower my internet fee with bundle WITHOUT mentioning cancellation fee two month ago. And now they are charging me 300+ for cancelling services. 

[-G-]

The agent may not have mentioned it in their sales pitch but the cancellation fee would be disclosed in the documents that they sent you in the "Rogers Account Change Details" email.

Did you really think that Rogers would offer you an additional discount to enter into a multi-year contract without there being a cancellation fee?  They way that these things typically work with service providers is that you get a higher monthly discount and in return, you commit to staying with them for two years.  You get a satisfaction guarantee and you may cancel the service any time during the first 30 days.  However, after that, if you terminate early, you pay them the discount that you would have received, for all the months outstanding, through to the end.  The earlier that you cancel the higher the cancellation fee.  The terms and conditions usually allow you to terminate the service without penalty if the service provider makes a material change to the service.  There also may be ways to cancel without penalty if there are service delivery issues that cannot be resolved in a timely manner, but this can be difficult with services that to not have service level agreements associated with them.

[shanyp]

I understand your frustration! I will never return to Rogers for the exact same thing! I couldn't believe it.