Retuned phones at rogers store but rogers charge

[Superdep]

My 2 year contract is over and I returned my 6 phones to the Rogers store at Newman. But I was charged for the phone price. What should I do?
Rogers store ask make photo with phone I have all 6 phones return paper photo

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[Superdep]

I returned 19 DEC at rogers store . I got purolator shipping label from store but but they didn't pickup until Jan 06 2025  why rogers bill me for what ialready returned , also rogers store check all phone was no demage and working condition After returning the phone, Rogers is responsible.

[RogersZia]

Hi @Superdep,

Welcome to the Community!

I appreciate the details you've provided. Since the phones have been returned, we'd just have to wait for the devices to be received and updated on our end. Once that's done, all applicable charges will be reversed. 

RogersZia

[Superdep]

I returned the phone and received a confirmation number, but I think it is unreasonable for the customer to wait while the company cannot wait and charges to the customer.

[Superdep]

Jan 9 2025
Yesterday, I received a call from a customer service representative of Rogers Business. He said that Rogers Store Newman had accidentally not delivered 6 of my phones and that he would take immediate action. He also said that I should wait another 2 or 3 weeks and that he would take responsibility for the delivery until it was completed. However, Purolator said that he had not received it yet and I have not received any delivery information to my email yet. For now, this is a disappointment.

[Superdep]

For the record, I'll add some additional information after the above. I spoke with Rogers store at Newman around 5pm on January 7th and they said they would ship the phone by January 10th, however, by 10am on January 11th, the purolater tracking number they provided had not been shipped. On January 8th, as I wrote above, a Rogers customer service representative called me and apologized and said they would ship it immediately and would continue to track it until it was resolved, and we ended the call, but there was no additional information as of January 11th.

[RogersMoin]

Hello, .

We appreciate your continued patience. Thank you for keeping us informed. When the devices are shipped, the system takes some time to show the tracking activity. If you can't track the shipment by Monday, please get in touch with the store to know the shipment status.

We hope the colleague you spoke to on Jan 8th is tracking your devices.

Regards,

RogersMoin

[Superdep]

Update Jan 13
Still the purolator waybill number is nothing updated still courier company can't pick it up and Rogers store doesn't answer no matter how many times I call and left message but Rogers doesn't take any responsibility I think Rogers needs to take responsibility

[Superdep]

On January 14th, I visited the Rogers store at Newman and asked if they had returned the phone. They said they had returned it last week and when I asked for the tracking number, they said they could not provide it. I did not understand, but they kept repeating that they could not provide it. On January 15th, someone called me from Rogers Credit, but I did not pick up the phone. Does Rogers not share information between departments? I clearly returned the phone to the Rogers store and even received a confirmation receipt, but I would like to ask how Rogers will be held responsible for a customer's inconvenience caused by a mistake made by someone within Rogers, who I do not know.

[RogersYasmine]

Hello @Superdep ,

Thanks for the continued updates regarding your situation. I'm sorry to hear how long it has taken for the store to ship your devices back, I can understand your disappointment. 😞

If the Credit Operations team tries to reach out to you, I would suggest answering the call to inform them of what happened, so they may clearly document your account accordingly. They can only access whatever notes the store may have left on your account, so it's best if they get the full story directly from you.

Earlier, you had mentioned that the store provided you with a Purolator tracking number. Is it no longer valid?

Device return treatment times can vary depending on warehouse receival and Save & Return processing times. If you see a charge on your bill despite returning the phone and the Save & Return term expiring, this charge should be credited automatically once the returns are actually processed. If you don’t see a credit for this charge within 60 days of the Save & Return expiry, please contact us and we’ll investigate the issue. You can send us a PM @CommunityHelps to get started.

For more information on how our Private Messaging system works, please check out our blog.

Thank you,

RogersYasmine

[Superdep]

I can't track how it went and there was no contact from Rogers, but the balance on my Rogers account has been $0 since yesterday, January 19th. However, I received a collection call from Rogers again today, January 20th, and an automated call saying that if I don't pay they will collect the money through a collection agency. It makes me not trust Rogers because I don't know exactly how it was handled. Anyhow I will call rogers and double check in this week