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epost

dpainter
I've Been Here Awhile

I receive must of my bills through epost including Rogers but now I got the notice in epost:

"Please be aware that effective October 19th, 2015 Rogers will no longer be delivering bills via epost™."

 

Why is Rogers no longer going to deliver bills through epsot? 

 

 

 

***Edited Labels***

154 REPLIES 154

Re: epost

I still get free cheques from my bank, it will cost me postage.

 

Best Regards.

Re: epost

RogersStrick
Community Manager (Retired)
Community Manager (Retired)

Hi everyone,

 

I know the convenience of having centralized bill management is a great feature of ePost but in terms of your Rogers bill these can be easily managed and accessed via MyRogers also. I will also admit that there are issues with logging into the site on occasion and I can understand how this may deter someone from wanting to remain with online billing. We are consistently working on improving the user experience on our website but should you want an alternative you can switch to paper billing, which is availble at no charge. As for call details they are most easily accessed online via MyRogers but if you do need a paper bill with call details you can get this if you request a bill reprint of your paper bill with call details.

Re: epost

I for one am tired of waiting for a reply to the question WHY the use of epost was terminated by Rogers and so I shall stop following this thread now as it, and Rogers, are clearly going nowhere fast.

Re: epost

I know the convenience of having centralized bill management is a great feature of ePost but in terms of your Rogers bill these can be easily managed and accessed via MyRogers also.

 

I think you are missing the point of centralized bill management, I can’t manage other bills via MyRogers. I will also say that as far as ease of management MyRogers has nothing on epost.

 

As for call details they are most easily accessed online via MyRogers but if you do need a paper bill with call details you can get this if you request a bill reprint of your paper bill with call details.

 

Does this cost extra?

How do we get this to happen every month automatically?

 

The biggest reason I don’t want to use MyRogers is that I don’t trust Rogers.  What happens to me when with no notice you decide to change the length of time you keep bills, or the detail in them? I can logon every month and print all the details but I shouldn’t have to as you had a perfectly good solution already in place.  

 

For people like me who use epost you are making your service less palatable.  Instead of repeating “use MyRogers it will get better we promise” why don’t you give use some real answers.

 

It's been 10 days and still no answers as to why this happened. If you respected us as customers you wouldn't do this to us. 

Re: epost

barndoor
I'm a Trusted Contributor

Scott__Garrett wrote:

The biggest reason I don’t want to use MyRogers is that I don’t trust Rogers.  What happens to me when with no notice you decide to change the length of time you keep bills, or the detail in them? I can logon every month and print all the details but I shouldn’t have to as you had a perfectly good solution already in place.  

 

 


Agreed 110% ... Rogers has created this distrust with their past actions and inadequacies  .... manipulative behaviour and pressuring customers towards My Rogers without earning that trust back  is going to cost Rogers customers . 

 

Anyone waiting for an answer to the "why" question is wasting their time I believe ... just not a question business is going to answer.  Protest it ...if you don't like it ... it may get  reversed  if there is enough of a a stink  raised ... but a reason is highly unlikely. 

 

Thank you for the detailed billing info Rogers Strick .. I will be calling shortly to  have my mailed details reinstated then . It will be interesting to see how  many CSRs it takesto get this done . Smiley Wink

Re: epost

RogersStrick
Community Manager (Retired)
Community Manager (Retired)

Hi @Scott__Garrett, the paper bill is at no cost. As for getting a detailed bill each month this is currently not an available option so you would need to contact Rogers each month to get a paper bill with call details.

 

I get your point wih regards to not trusting if a change will be made that will change the length of time we keep bills or the details within. I assure you that the intent is to promote a paperless billing option one that is convenient and easy for customers to use. This is why we are working hard to make our bills more clear and easy to understand, especially online and mobile versions. We are focused on enhancing MyRogers in order to give customers a consistent experience no matter how they view their bills. We wouldn't make a change contrary to this intent.

Re: epost



I assure you that the intent is to promote a paperless billing option one that is convenient and easy for customers to use. We wouldn't make a change contrary to this intent.

 

But you did, you already had a better paperless billing option, epost and you threw it away. 

 

To confirm if I call in every month and ask for a reprint of my bill with full details sent to me it won't cost me anything?

 

Re: epost

RogersStrick
Community Manager (Retired)
Community Manager (Retired)

Hi @Scott__Garrett, I should clarify that choosing paper billing as your billing option is at no cost to Rogers customers. If however you want a reprint of the invoice this will cost you $15.

Re: epost

It's going to cost me $15 per month to get the same detailed billing I already had with epost?!!??!

 

Re: epost

RogersStrick
Community Manager (Retired)
Community Manager (Retired)

ePost did not provide detailed billing Rogers provided the detailed billing and made it accessible via ePost. Some Rogers customers still get detailed paper billing monthly but these are very few and usually for expired plans. Most wireless customers get the newly designed Rogers bill, the new bill in paper format does not provide usage details unless its for overages (charges outside of what is covered by your plan). All billing details have been made available online via MyRogers. The change was in an effort to reduce the size of the bills, making them easier for customers review and to protect the environment.

 

online bills are available for up to 18 months, that's a lot of paper to store for anyone and even the most organized person would still take some time to find what they were looking for with that much paper to sift thru, but online bills are itemized by months and are easily accessible. I think the only arguments against online billing here are the site not always being accessible and the thought that Rogers might make a change without asking customers first or notifying them. looking back I understand where the concerns are coming from but looking ahead I'm confident that Rogers is aiming to make the online experience better not worst.

 

Re: epost

BS
I'm a Senior Advisor

Yes, they seem to have all their basis covered to influence our decision on paper or online billing.

 

If you get the paper bill, I expect that at the moment, they don't send the details, you have to go on line, but others have suggested that they are moving to putting it on the bill  - the reconfiguration of the printers (I would suspect reconfiguration of layout to pull the full data for print) not the printer, but that is techicalities.  

 

I would talk to a higher level person - they now say we have to go to the concerns button on the online rogers page to escalate a concern - but if you are on the phone already, I would still ask for a higher level, but I have already found that any technical issue, they refer you to chat, or the 24 hour response to a reported concern.

 

Find out if you will be charged if you ask for the details to be printed out along with the original bill - then you are not requesting another copy of the bill (15.00) you are asking for the details - Get your internet from another company if you wish, and just say you don't have Internet, and just deal with it on the phone.

 

When they were adomant in the summer that you could only get details on line, and didn't even provide a true billing copy of details, myself and others pushed for the addition on the bill (to meet CRA and business needs of the customer), I escalated three months in a row and they mailed the whole printed package - 3.20 cost on their part because they could not provide a legal full bill including all details of the transactions, which is a CRA requirement - a download of the details was nice to push to accounting software, but not useable for CRA purposes.

If they are committing to include the details once they changing the print configuration, then ask for the full details to be sent to you.

 

It is worth a try and not a request for another copy of the original bill - it is a request for the printed copy of the complete bill, same as you would get online, or if you did not have internet, or other reasons why you can't get it online - In those groups include the elderly, cognitively and visually impaired and other limitations on the abilty get it online.

 

Just asking to accomodate your wishes and desires of how you wish to be billed.  Again, doesn't hurt to ask and escalate.

 

Or as we learned about the CRTC explanation, take it to the commission, or use your econmic power to influence competition and just walk away.

 

I suggest that for now, keep pushing and escalating, all the way to commission, you do not have to do ombudsman, it is not a required step of escalation by CRTC for commission to review, but you do have to demonstrate your steps to resolve it through escalation with the provider.

 

Good luck,  I think you just got confused in terminology with the response of the 15.00.  You are not asking for the bill to be resent, you are asking for what was not sent.

 

Bruce

Re: epost

Scott__Garrett
I Plan to Stick Around

I just logged into my e-post and went back to a bill in the middle of 2012 (well beyond the 18 months you say the information is available on MyRogers)

 

I still have detailed billing via epost from 2012 so clearly you are misinformed as to how epost and MyRogers work. 

 

I need to keep this information for 7 years for the CRA, 18 months is useless to me. I was being environmentally friendly by using an ebill that was archived online. It's this change by Rogers that is making this more difficult for me. 

 

I also noticed another sneaky comment "online bills are available for up to 18 months" 10 Minutes is also within up to 18 months is this a lot like you promise use up to speeds on our internet so when we call and complain you can say you are within the agreement?

 

This keeps getting better and better. 

 

I hope the person who gets my offical complaint has better information

https://www.ccts-cprst.ca/complaints/complaint-form

 

 

Re: epost

"Some Rogers customers still get detailed paper billing monthly but these are very few and usually for expired plans. "

 

Well if Rogers has grandfathered them why can they not grandfather the current ePost users?

 

 

 

 

Please also note that the Rogers Websites are so far behind in technology and security that you cannot actually use what would be considered a secure password today.  Rogers does not allow the use of special characters in your password which should actually be a requirement for password complexity.

 

Best Regards.

Re: epost

RogersStrick
Community Manager (Retired)
Community Manager (Retired)

ePost is a Canada Post service companies pay for the service, not something you can grandfather.

Re: epost

Well Rogers could "grandfather" the current epost Rogers clients by continuing to send our bills there.

Re: epost

RogersStrick
Community Manager (Retired)
Community Manager (Retired)

@fdassfdssfssssf you do raise a good point about special characters being allowable in the creation of your password to improve the security. This is something that we are looking to change, though I do not have a timeframe as to when it will be made available.

Re: epost

barndoor
I'm a Trusted Contributor

Ahhh  ...and more details come to light . 

 

 

 

 

Been a blast all.....  after reading this I realize I've  wasted enough time here because it's going no where.

 

Talked to a fella last night  that was getting what we've been asking for ...for less money ...elsewhere ....and thats what Rogers has made it all about... money ...nothing to do with customers.  Smiley Indifferent 

 

 

Re: epost

Hey RogersPrasana;

There is another way to pay my rogers bill as well. Rogers can mail me a bill, and I'll pay it on-line. If you think I'm going to waste my time going to the Rogers store, or logging into your stupid crappy website.......your wrong.

And if you think I'm going to pay a fee for having my bill mailed to me......wrong again.

You won't tell us why your discontinuing epost, because it has only to do with corporate greed, and passing on information that your customers ask for, like your customers themselves, is the least of your concerns. The only concern rogers has is to squeeze every dime they can out of every customer they have, and service or product quality if of absolutely no concern to rogers at all.

Re: epost

I hope some of you complained as well and should be receiving letters like the one I just got :

 

 

Thank you for contacting the Commissioner for Complaints for Telecommunications Services (CCTS). The CCTS is an independent agency with a mandate to receive, facilitate the resolution of, and, if necessary, resolve eligible consumer and small business complaints relating to certain retail telecommunications services.

 

We have received your complaint and hereby advise you that your complaint falls within the scope of our mandate and will be processed in accordance with our Procedural Code, which can be found at:

http://www.ccts-cprst.ca/en/documents/procedural-code

 

We encourage you to review the Code so that you are aware of the complaint resolution process as well as your rights and responsibilities as a customer.

 

In accordance with Section 6.5 of the Code, we have forwarded your complaint to your telecommunications services provider (TSP). Pursuant to Section 6.6 of the Code, your TSP is to:

 

a) within 15 days of receipt of the complaint advise the CCTS in writing, with a copy to you, that the TSP objects to the complaint on the basis that in their view, it should not be investigated pursuant to the Procedural Code or any other lawful reason;

 

b) within 30 days of receipt of the complaint advise the CCTS in writing, with a copy to you, that the complaint has been resolved to the mutual satisfaction of both you and the TSP; or

 

c) within 30 days of receipt of the complaint advise the CCTS in writing, with a copy to you, that the complaint remains unresolved and of the TSP's intention to file a written response thereto.

 

In the event that your TSP responds that the complaint has been resolved to the mutual satisfaction of both you and the TSP and you disagree that the matter has been resolved, you must advise CCTS within 20 days of your TSP's response.

If you have any questions or concerns regarding your complaint, or anything contained in this correspondence, please do not hesitate to contact us.

 

CCTS

P.O. Box 56067, Minto Place RO

Ottawa, ON

K1R 7Z1

1-888-221-1687

Please ensure to retain this correspondence for future reference.

Sincerely,

CCTS Assessment Team

Re: epost

But it is so inconvenient to check my email to know when will the bill arrived. Are you trying to get more money from late payment because of it? I would be very upset about not offering the epost, since it is the most straightforward, and know where will bill statement go, instead going through all over different sites for different statement. You just never try to understand what we want. 

 

Very upset about it! 

Re: epost

teabag43
I Plan to Stick Around

A previous poster had said that 407 ETR was no longer on e-post.  I was startled as I had just paid an e-post bill from them.  I went into the 407 etr site and they are still using e-post.  As a matter of fact it shows as a method of receiving and paying your bill.  Just wondered where the poster got their info.

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