Had my prepaid phone off during the holidays and just turned it on today to receive the following text from Rogers:
Rogers service msg: Starting at the end of 2018, our prepaid services will have a maximum allowed balance of $150. Any balance above $150 will no longer be available as of end of 2018. We will be in touch with more information on how you can use your balance soon, but in the meantime you can continue to use your balance as normal. Questions? http://rogers.com/contactus
What are the options? The option that I think that they will do is to force those high balance users to go to postpaid. Unless they give me the option to get a new phone, there is no way that I would be able to use my balance or reduce it to under $150 before the end of 2018. The only other thing which would reduce my balance is for me to take options/services that I don't need (like data/SMS/addon services) that I don't need for the sake of just reducing my balance.
This seems ridiculous.
I agree - this is unfair. Have you tried speaking / engaging with Rogers via:
- Private Message on this forum (send PM to @CommunityHelps),
- Twitter (send Direct Message to @RogersHelps),
Work with the team, document everything (including case/incident numbers), make your case and see what can be done.
If you engage via these methods and do not get a satisfactory response, consider escalating your issue via the "Share a Concern" page (HERE).
Please keep us in the loop & let us know if your issue was resolved!
It was their ridiculous $100 per year minimum top-up to maintain the balance that caused users to get high balances. The $100 per year top-up is the industry standard in North America for the most part but making the maximum balance $150 by the end of 2018 for those customers who have a large balance is ridiculous.
They will probably blame those customers for not using their $100 in the year. Only reason I went on Pay As You Go (prepaid) was not because I couldn't satisfy the credit check requirements of a postpaid plan. It was because I needed a phone that I could use for emergencies as I am close to a landline phone at work and when I'm at home, I have a landline phone as well. Lowest postpaid plan would probably be ~$20/month... which works out to $240 in a year and if I couldn't use up $100 in a year (even with the 911 fees and taxes) on a high per minute rate ($0.50/minute) why would I need a postpaid plan that gives me minutes/SMS/data at over twice the price that I pay when I barely use my minutes in my prepaid plan.
I understand where you are coming from, but don't know what your options are. I still recommend you engage with the Rogers team and ask what your options are - they may suggest/offer something that works for you.
Please have a look at my post in the following thread:
Whenever I had a balance over $200, I used $100 of that balance to "pay for the next year" or as I called it "suspend payments for a year". Now, if your balance is over $250, then that may become a problem, but I guess that Rogers will provide some options for those with a huge balance. I would urge anyone to never keep a huge balance for something that could be taken away in the future. That's why I've used the "$100 payment for the next year" option three times already over the 8 years I've had PAYGo.
I believe this option only applies to those on grandfathered plans and does not apply to new PAYGo plans, although according to information supplied in the thread linked above, you could "transfer" the balance to a post-paid account.
As I also mentioned in that thread, this "maximum balance" may be an accounting requirement (initiative) to minimize future liability by Rogers. I dealt with similar liability issues when I was still working in the corporate world.
Note also that 1-888-ROGERS-1 cannot be used for PAYGo. You need to use the number/options indicated in my link.
My balance is significantly higher than $250 and in terms of them taking it away, their own guidelines clearly state that "Refill before expiration date to roll over your balance" which I have made sure that I've done for the last 7-8 years or so.
As mentioned, I'm someone who opted for prepaid not because I couldn't pass a credit check but because I don't use my cellphone that often and I'm generally around a landline phone over 75% of the time (while I'm at work and while I'm at home) and despite what cellphone carriers and VoIP providers might state, landline connections are generally better/clearer than either of these services so when I'm at home/work and need to make a call, I'll generally pick up the landline instead of using my cellphone.
In terms of transferring to a postpaid plan, I'm almost 100% sure that Rogers will give me this option BUT why would someone who is eligible to go on a postpaid plan (i.e. can pass a credit check) which includes minutes (and possibly texts) and has a minimum monthly plan charge of ~$20/month when that same person is on a prepaid plan which includes 0 minutes and 0 texts, pays a high rate of $0.50/minute on local calls, and does not use more than the $100 in a year?
My balance is significantly higher than $250
Then I suggest you get it down as low as possible, as soon as possible. Carrying a large balance is very risky and should never be encouraged. I have given you one option, which will clear say $200 in the next year ($100 now, $100 this time next year).
I have not seen this text myself and did have my PAYGo phone on today (it's normally off and used very little - only for real emergencies) . If I receive such a text, I will use the $100 payment option to ensure that I don't go over their maximum at any time in the future.
Perhaps Rogers is contacting people with "Very high" balances currently. I know that I had a pretty high balance the first time I received an e-mail regarding the "use $100 of your balance" option.
As mentioned, with the balance that I have, it is next to impossible to drop the balance to under $150 by the end of 2018 unless I add services/options/add-ins to my prepaid account just for the sake of lowering the balance or making calls just for the sake of making calls and that would be as stupid as using my prepaid phone to call my landline phone and then leaving both phones on/connected just to deplete the balance of my prepaid phone.
It isn't like Rogers is incrementally lowering the maximum prepaid balance. They basically had no limit (or limit was over $750 from the rumours that I heard) and then decided the limit will now be $150 after 2018.
This seems ridiculous.
Wow, that's harsh! My current balance is just under $270 because I neglected to use $100 out of it to renew in September. I will certainly do that next September. I guess if you don't use it, you lose it. What I've done in the past to use up my balance is to make all long distance calls on my cellphone instead of using my landline and paying extra.
I have received no such message. I'm on the original prepaid plan where you can renew $20 to $95 for 30 days or $100 for 365 days. I don't even understand what that message means. Does it mean that if at renewal time you have a balance of say $200 and want to use $100 of it to renew for another year, they will only honour $100 of it and leave you with a balance of $50?