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Delays in billing?

efxtech29
I Plan to Stick Around

Any other Rogers customers getting delayed bills?  I have not yet received one for the past 45 days.  Not complaining of course.  Just worried about the size of the bill when it does finally arrive.

 

 

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Re: Delays in billing?

efxtech29
I Plan to Stick Around

I got a text message on Wednesday December 16 indicating that they are aware of the delays in billing.  

 

"Rogers msg: We're experiencing a delay with getting your bill to you and as a result you may have not received a bill since October. We wanted to let you know that we're working at fixing the problem and we'll be extending the time period for receiving payment. The new required payment date will be indicated on the bill. We apologize for the inconvenience."

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Re: Delays in billing?

RogersSannecia
Retired Moderator
Retired Moderator

Hello @efxtech29

 

Thank you for your post and welcome to the Forums Smiley Wink!

 

I can certainly understand the inconveniences of not having access to your invoices.

 

Are you registered for online billing or do you get paper invoices ?

 

Please update the Community with as many details as you can, we should be able to further assist you.

 

RogersSannecia

Re: Delays in billing?

I would suggest using paper billing.  The online billing is very sporatic and if you do any changes on your account, your online statement will either not show up or your MyRogers will be messed up to the point that you won't see the bill.  Unfortunately the online account doesn't let you go back to a paper bill, so you will have to call.

Re: Delays in billing?

efxtech29
I Plan to Stick Around

Already registered via electronic billing.  Been doing so for years without issue.  But in the last 6 months the delay between the end of the billing period and the arrival of the bill has gradually increased (from 2 days to 7 days).  For the November bill nothing has been received (billing period ended Nov 18 and it is now Dec. 9).

 

Not interested in paper billing.

 

Just wondered if other customers have this issue.

 

I called Rogers already and informed them.  Support had no suggestions and no idea why there was no bill.

 

 

Re: Delays in billing?

@efxtech29

 

In order to better assist you , Would you please elaborate the issue.

 

Are you having issues with receiving your bill notifications or accessing your MyRogers profile ?

 

RogersSannecia

Re: Delays in billing?

efxtech29
I Plan to Stick Around

I can access my Rogers account without any problem.

 

Please read the first part of the post.  I am not getting any electronic bills.  I have called Rogers and they don't know why.

 

I was wondering if other customers are seeing issues.

 

 

Re: Delays in billing?

There were some issues with bills being delayed over the summer, but those are supposed to have been resolved by now.

 

The 'electronic bill' is just a notification to your e-mail that the actual bill is ready to view. As long as you logon to the website at least once a month around your bill date you technically don't need the e-mail.

Re: Delays in billing?

efxtech29
I Plan to Stick Around

Yes.  The email has not been very reliable so I have been logging into the My Rogers web site just after the billing period and not waiting for the email.

 

 

Re: Delays in billing?

@efxtech29

 

My email online bill for November arrived more than a week late, so I guess they were having problems of some kind. I guess it could be related to the issues with customers not being able to get into their account, but who knows.

Re: Delays in billing?

christopherMTL
I've Been Around

Looks like there's a delay in billing for a lot of people for November (myself included), so be prepared for a bigger invoice than usual when you receive it.

Re: Delays in billing?

The best advice I can provide is that if you are delayed in getting your bill and cannot access it online to see your balance, go ahead and pay what your normal monthly amount is. That way you're covered for at least that amount and any usage, etc, will just show up as an overdue balance.

Not making a payment is just plain bad because then you get the charges you missed along with the new charges all at once.

Re: Delays in billing?

BS
I'm a Senior Advisor

My last bill was online 10 days after the end of cycle.  Reported it and the expert who spoke on MyRogers and billing responded that they are working hard to get the turn around shorter.

 

I like you have moved from about 2-3 days to 8-10 days.

 

I watch my bank accounts closely due to fixed income, and being paid only once per month, so when the day the bill shows up is coming up on the billing date, I get nervous.

 

So you are not the only one for sure.

 

Bruce

 

Re: Delays in billing?

jays77
I'm a Trusted Contributor

I've had no problems with delayed or missing bills I get billed every three months and it arrived this month as usual 5-7 days after the billing date.

 

As an added note.  The bill is usually posted on MyRogers a few days before the notice shows up in my email. 

Re: Delays in billing?

efxtech29
I Plan to Stick Around

I got a text message on Wednesday December 16 indicating that they are aware of the delays in billing.  

 

"Rogers msg: We're experiencing a delay with getting your bill to you and as a result you may have not received a bill since October. We wanted to let you know that we're working at fixing the problem and we'll be extending the time period for receiving payment. The new required payment date will be indicated on the bill. We apologize for the inconvenience."

Re: Delays in billing?

mkhanley
I've Been Here Awhile

My billing cycle is the 13th of the month.  Now it is the 18th, when will my bill appear online?

 

 

Re: Delays in billing?

@mkhanley

 

My Bill cycle is the same as yours and I have yet to receive mine.  Smiley Sad

With Monday being a holiday I would just give it another day or 2.  Smiley Wink

 

 

Regards,

ss

Re: Delays in billing?

The last invoice I received for my Rogers services (internet & cable) was May 2015! I have spent hours on the phone with Rogers, trying to see my bills!  I have only ever been able to see ONE invoice on line... That was January 2014!  Rogers employees suggested I go back to paper invoices, so I did... But I DO NOT RECEIVE MY INVOICES unless I specifically phone to ask for them... Then I receive each bill I have missed for each month I have missed, in separate envelopes...  Although my "account" and the people I speak to on the phone assure me that I should receive my invoices, I don't!  That does not stop Rogers, however, from charging my credit card every month.  It would be so nice to know what I am paying for!

 

I must say that I am very satisfied with all other Rogers services and find their systems support services to be excellent.  Why can't I see my bills!

Re: Delays in billing?

@oldlady

 

If you're on paper billing and not getting invoices I'd do the following:

1) Call in and ask if there is a bill hold on your account.

 

If we had sent out mail and the address was wrong and came back to us, then a hold is put on any other bills being mailed. It is possible this was added and was never removed.

 

2) Make certain you're still on paper billing.

 

Certain transactions over the phone prompt a change to online billing, and as an agent I can state that sometimes, maybe a bit mindlessly, a customer gets changed to online billing by accident due to everything that pops up.

 

The fact you're getting the reprints would lead me to believe that the address we have on file is correct, so it has to be one of the above two things. All invoices for a certain bill date are sent out at the same time every month.

 

Also note that if you've agreed to be on pre-authorized payments from your credit card, those payments will always go through regardless of whether you get your invoice or not. You can always have that removed as well.

 

If you're not able to view them online, you might have either an issue with having the wrong account linked on your profile or you're facing a similar access issue as some of the other people on the forums.

 

 

Best of luck.

Re: Delays in billing?

OLDYELLR
I'm a Senior Advisor

A word about paper billing.

 

If you live in the country and always had a RR address, be sure to change it to a street or 911 address and make sure Rogers actually uses it. I changed mine a long time ago on my Profile, yet the recent rate increase letter sent out by Rogers was adressed to my old RR address and it's a miracle I received it. Canada Post has dumbed down and will no longer train new employees how to find people by their RR address. Revenue Canada is another culprit. Even though I'd updated my address, they sent my T forms to the old RR address and Canada Post refused delivery, making a mess of my last tax return.


Rogers PayGo. Location: S-W Ontario

Re: Delays in billing?

BS
I'm a Senior Advisor

Possibly @CommunityHelps could reach out to @oldlady and work with this customer to help guide them through cleaning this up, or possibly getting it fixed by accessing their account directly.

 

There seems to be a clear idea of what may need to be done, it may be more efficient to keep it within the forum family, privately, rather than trying to communicate it again to a rep.

 

Just a suggestion.

 

Bruce

Re: Delays in billing?

I also haven't seen an online invoice for Dec 2016   My biling date is normally Dec. 6th.  They've acknowledged my payment on Nov. 15th for my Nov. invoice but there is no December amount owing.   When I tried to ask via Online Chat on Dec. 15th, the agent (I swear it was automated vs. a live person) replied "you should see it by the 14th"....which made absolutely no sense seeing as I called on the 15th.  They couldn't answer why.  I just called in to Rogers via phone and was told they couldn't see it online and transferred me to 'tech support" - in French - even though I'm not bilingual.   I was barely able to understand the options to wait in French and finally got enough of the message to say it was a 6-9 minute wait - so I hung up.  The online / MY Rogers billing has been fine up to Nov 2016.   Very annoying.  

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