3rd party app billing to Rogers' bill

[GelBender]

I have been trying to unsubscribe from Gameloft since I got the phone and Rogers services. I have never subscribed to Gameloft, I have never set up the account with Gameloft, I have never dowloaded game from Gameloft, yet every single bill they take $5. I have tried forums, Rogers CS, sending emails to Gameloft, sending messages to Gameloft and nothing changed.  Gameloft still attaches $5 each month to my Rogers bill. At this point I am ready to cancell my services with Rogers (after only 3 months, and, the worst part is I love Rogers) as I can not solve this and I do not se any resolution any time soon......

***Edited Labels***

[RogersGabrielle · Accepted solution]

Good Evening @GelBender,

Welcome to the Community Forums!

I'm sorry to hear you've had such a frustrating experience with your third party billing. 

Some third party applications do provide the option to bill any game purchases/items to your Rogers billing. Because it is a third party purchase that was made, typically any billing inquires would be referred back to that party. 

You mentioned you have only been with Rogers for three months. Was your number ported over from another provider or did you get a brand new number when you signed up with us?

Usually these types of subscriptions are linked to the phone number, not necessarily the account number. 

When you contacted Gameloft, did they cancel the subscription for you? Was a refund given for the amount you have been charged?

Looking forward to hearing from you,

@RogersGabrielle

[GelBender]

Thank you for promptly replying. It was new number and what makes matters more complicated is that I do NOT have account with Gameloft, so there is nothing to cancel. Would changing my CTN get rid of the subscription?

[Gdkitty]

My guess then, is that somehow the previous owner of that number, had the billing tied with it somehow.

Changing numbers, would be one possibility.

Other as well, would be that you can have rogers TURN OFF the ability for any form of 3rd party billing. 

[RogersGabrielle]

Hello @hellbender

Thanks for clarifying that information for us.

We would like the opportunity to take a deeper look into your MyRogers account and help you resolve the issue.

I’m going to send you a private message from @CommunityHelps. Please check our message via the envelope icon that appears on the top right-hand side of your screen when you are logged in to the forums.

@RogersGabrielle

[GelBender]

Thank you very much. IN

[GelBender]

Unfortunatley that charge is still there. At this point I feel I have tried  all options to remove GameLoft from my account, but  at no avail. I am runing low on patience.....I need reasonable suggestion, PLEASE. ( I know that changing CTN is nuclear option and I am looking for any solution but that)

[RogersShakir]

Hey @GelBender!

I have had @CommunityHelps reach out to you, please check your Community Mailbox and respond there. As it requires your account details to be discussed, it will be communicated in a private manner.

Thank you,
RogersShakir

[gregdubejsky]

I am having identical issue to Gelbender. I'm a new Rogers customer, with a new phone #, and every month I am getting charged $5 for a monthly service from 'Gameloft.' I have no account or subscription with Gameloft, and Gameloft customer service is completely unresponsive. would appreciate any help from the Rogers community on this one. 

[RogersMoin]

Hello, @gregdubejsky

Welcome to the Rogers Community Forums! 

Thank you for posting your concern in the Community. I understand the third party which is billing your number is not responding, however, we can take a look into your account. When you are online the next time please send a private message to @CommunityHelps, To learn more about our Private Messaging system, please click here.

Cheers,

RogersMoin

[Stepheriffic23]

I have had $5 charged every month from gameloft for years now and can't for the life of me get rid of it. Please block it! They are scammers. There is no way to stop it. I've tried everything. Help!

[Meowmix]

Hello @Stepheriffic23

Gameloft aren't spammers actually. They make mobile games and it's up to the user of the device to accept the charges. Unfortunately you might not remember downloading a game from them or giving your device to someone which played the game and accepted the charges and stayed quite about it or even by accident happened and did not notice it.

On the Rogers bill, it shows u Third Party charges and give u a phone number / site and name of the app. You can also contact Gameloft and speak to them and see what is going on as well.

Have you spoken to Rogers over the phone and tried to have them block it?

[gregdubejsky]

Hi @Meowmix @Stepheriffic23

I have spoken to Rogers on the phone (and via their online chat) multiple times on this issue. I think what often happens is that someone who's previously had the same phone # that Rogers has assigned to a new owner gets stuck with this on their bill. That is certainly what has happened in my case. Very frustrated with Rogers on this as they seem to continually say 'it's your fault' (not as directly as that, but they don't take responsibility and aren't willing to block the charge). 

Additionally, Gameloft is unresponsive -- their customer service email account disappears into a black hole and there is no other way to contact them that I'm aware of. (Their website is not at all helpful and only directs to the aforementioned email). 

[Meowmix]

Hello @gregdubejsky

You have them option to block third party charges if u ask them. They should be able to do this. Now once this is done, any charges that let's say u want to make with Rogers with third party apps will no longer work.

Have you contacted the office of the President and spoken to them?

[RogersMoin]

Hello, @Stepheriffic23, Thank you for joining the Rogers Community Forums and posting your concern. We can look into your account, please send us a private message at @CommunityHelps. Our private messaging system is explained in this blog.

@gregdubejsky - I'm wondering if you have reached out to us yet as per our previous communication (Message 10). Please send us a private message so that we can review your account as well. 

Cheers,

RogersMoin

[Ehkollara]

Stop with this Rogers been getting these charges for at least 3 years now and that's a main reason why I left

[RogersZia]

Hello @Ehkollara,

Sad to hear you've chosen to part ways with us. I have personally experienced really high invoices due to third party charges.

Here's a helpful link about how to Managing third party charges on your wireless bill.

Hope this helps !

RogersZia

[Shantal]

I am having the exact same issue, I have asked Rogers to block the third party charges for me and it has not been done. I know it can be done since I used to work there. I was told changing the number would not change anything. I need this to stop. I am being billed up to 100.00 per month and the games are not being played or used. The third party company has been of no help either. I feel defeated.

[Datalink]

@Shantal I'd say that the first stop should be the Office of the President, followed by a complaint to the Commission for Complaints for Telecom-television Services (CCTS).  

Interestingly, Zia's link above indicates that:

"  5. If necessary, we can block third party charges on your account.

If you’re having issues with third party charges, contact us ( at https://www.rogers.com/consumer/support/contactus?contact=billing).  "

So, if you're not getting any satisfaction with the above statement, I'd contact the Office of the President.  

Beyond that, next stop is probably the CCTS, which is found at:  https://www.ccts-cprst.ca/for-consumers/complaints/

You can submit a complaint online.  

Food for thought, since Rogers is headquartered in Toronto (right ??) consider making a complaint to the Toronto Better Business Bureau as well:  https://www.bbb.org/ca/on/toronto

Stick to your guns and make the process work as it should !!!

[bluelily_17]

Just started running into this problem as well.  I have a block on 3rd party charges (from when we signed up and confirmed but support) but got charged $75 in 3 days on the last billing cycle and I can't imagine how many hundreds since.  I was basically told by support that blocking does nothing unless the company blocks from their end as well.  This is counter to what the Rogers website says about blocking 3rd party so I guess my next step will be to go to the store.  I have been unsuccessful getting anything done yet and I really angry as I was assured when we got the phone (for a child that takes public transit for school sometimes) that there was no way for her to ad extra charges with the block and that was clearly a lie.

[RogersYasmine]

Hello @bluelily_17,

A warm welcome to the Rogers Community Forums, thanks for your first post!

Unexpected charges, especially from third-party sources, can certainly be a shock. 🙁

Can you kindly clarify what type of charges these were? (games, applications, events, etc.). Just to confirm, your issue is not that you deny using the services, but rather, you feel the services should not have been available since you had the block added--is that accurate?

Were there any recent changes made to the affected line that may have disrupted the block that was added, such as a telephone number change or transfer to a different account?

We'd like to help get to the bottom of your concern.

Thank you,

RogersLaura