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Charged for GCL after using promo code...waiting for refund since Oct 23

Seb_79
I've Been Around

History of my complaint:

 

10/08/2014 (approximate date):

I signed up for GameCenter Live via https://gamecentrelive.rogers.com/ and was billed 203.39 which posted to my MasterCard 10/09/2014.

 

10/10/2014:

I received a text from Rogers with a promo code to receive GameCenter Live free until Dec 31 2014.

 

10/13/2014:

I call Rogers customer service to cancel my subscription because I was eligible to receive GameCenter Live free until Dec 31 2014.  The representative I spoke with that night was very helpful and refunded my subscription, the credit for 203.39 posted to my MasterCard 10/15/2014.  While on the phone I entered my promo code for the free trial.

 

10/23/2014:

I check my MasterCard statement and I notice that 203.39 posted to my credit card again 10/16/2014.  I never authorized this transaction so I call Rogers to get a refund.  Over the course of 1 hour I was transferred back and for between the regular customer service department and the business customer service department.  Each transfer was a cold transfer requiring me to re-authenticate myself (name, date of birth, postal code) and explain my situation all over again.  I spoke to a minimum of 7 different representatives who for the most part did not take ownership of the problem and were quick to transfer me to another department / representative.  finally the last representative I spoke with said I ticket was logged and that I should expect a refund in a few days.

 

10/29/2014:

I still had not received a refund so I called Rogers and was told there is not record of a refund in process or a ticket being logged.  This representative was extremely helpful and said she logged a case and provided me a reference number.

 

11/05/2014:

Still no refund so I call Rogers again and provide my reference number.  I am then told there is no timeline for the resolution of this issue and I should try calling back "Friday or Monday".  I have since submitted a complaint via: https://www.rogers.com/web/RogersServices.portal?_nfpb=true&_pageLabel=shareAConcern

 

Waiting on a call from someone at Rogers who can actually resolve this and refund the money they charged to my credit card without consent...

 

 

***Edited Labels.***

5 REPLIES 5

Re: Charged for GCL after using promo code...waiting for refund since Oct 23

RogersKyleC
Retired Moderator
Retired Moderator

Hi , if you still require assistance please reach out to us via Twitter @RogersHelps or at Facebook.com/Rogers

 

RogersKyleC

Re: Charged for GCL after using promo code...waiting for refund since Oct 23

CanuckFanGirl
I've Been Here Awhile

Rogers has got to have the WORST customer service ever.  I've been waiting for my refund since Oct 19th!!  Same as you, I've talked to probably a dozen customer service reps, received different answers from all.  What angers me the most (Aside from the fact I still haven't received a refund) is the complete lack of care.  No one seems to care that it takes over 2 months to get a refund.  This is so unacceptable and such bad customer service, and yet every person is like, "Meh, call after 2 months."  How in the world can a company who says it's such a great national organization not be able to refund someone within a timely manner.

 

I can't think of another organization I think so poorly of.  And yet, there's nothing I can do.  #worstserviceever

Re: Charged for GCL after using promo code...waiting for refund since Oct 23

RogersPaul
Social Media Specialist
Social Media Specialist
Hi CanuckFanGirl,

I'm terribly sorry to hear about your experience. I would like to personally take care of this for you.

Are you on Facebook or Twitter? If so, could you please contact me at either @RogersHelps or Facebook.com/Rogers

Thank you for bringing this to our attention.

RogersPaul

Re: Charged for GCL after using promo code...waiting for refund since Oct 23

Thanks,but no thanks.  I've talked to so many people who said they could help, and no one could.  Apparently it should be refunded by December 19th, 2 months and 2 days after I cancelled.  If it's not there on the 19th, I'll be in touch with you.

 

I do strongly recommend you suggest to your refund department that it is unacceptable customer service to take 2 months to process a refund.  It's unheard of.  Really bad.

 

Karen

Re: Charged for GCL after using promo code...waiting for refund since Oct 23

Okay  still no refund.  I responded to you via Twitter.  My expedited refund has still not been processed after 2 months.

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