Yeah see that's why it's better to avoid the app entirely.
For immediate payment, I thought there were only two options: 1) pay in store 2) pay with Rogers app But apparently you can call Rogers and pay over the phone with your debit card (if it has a Visa logo or perhaps they accept Interac)
So I avoid the app for payments entirely. It's highly unreliable.
Welcome to the Rogers Community Forums and congratulations on your first posts! 😃
I know how frustrated I would be if I was double billed for something so I definitely want to ensure you get this taken care of ASAP. Have you taken a look at Post 9 of this thread? @awade1 was able to find a solution to this issue by contacting the Credit Operations department. The contact information and hours of operation are below.
Contact Number: 1-800-268-7815 & Chat-Link: Click Here
Hours of Operation: Monday to Friday: 7:00 am - midnight ET Saturday: 7:30 am - 9 pm ET Sunday: 7:30 am - 6 pm ET
Closed on Holidays
Let the Community know how it goes after speaking with them!
I've been dealing with the same issue. On August 14th I made a payment manually through My Roger's with my debit card (which I normally do). On August 15th, that same payment amount was withdrawn from my account. I contacted Rogers tech support and they told me the second payment wasn't showing up on their records and that I needed to contact my bank. I then contacted my bank and opened an investigation (which resulted in me having to cancel/block my debit card). Later that day I contacted Roger's Credit Operations; they confirmed that it was in fact an error on their end and the payment amount would be refunded to my bank in 3-5 business days. It was refunded on August 20th, then on August 22nd it was withdrawn again. Since then I've spent hours on the phone with numerous agents and they keep telling me they have not recieved another payment and I would have to wait to hear back from another agent. I have not recieved calls from any other agents and at this point I'm fed up with Rogers and their customer service. I have already sent proof of said transactions via email and still they're telling me this needs go further with investigation. I am very frustrated about this as the payment amount was $348.32 and I don't have a lot of money myself and I could definitely use that for my other bills. I'm sick of wasting my time calling them because they just tell me the same thing every time and really don't seem very eager in resolving this for me. Considering switching to a different service provider.
I agree, the amount you've mentioned is quite a significant one. May I know if your account is set on pre authorized withdrawals? If yes, then if the first payment hadn't been posted the system would've automatically debited the balance on the account. Do you have any follow ups scheduled with the reps you've spoken to?