Highly recommend to all PAY AS YOU GO customers to check data usage via online statement. Rogers IT currently working on issue where data charges begin before 250MB limit reached. Issue occurred twice in last 6 months for me- credit received for improper charges after calling Pay as you go support (1-800-575-9090 and speaking with rep). Issue reported to Rogers Ombudsman.
Good evening @mjm2,
Thank you for your post & Welcome to the Rogers Community!
I'm sorry to hear about your poor experience, I can most definitely understand the inconveniences this may have caused.
While I am unable to provide you with the explanation as to why the charges were billed this way, I'm glad you took the time to let us know they were credited.
We've reached out to the team in charge, in order to obtain further information on this, and we'll update this thread when we can. Thank you for your patience and understanding.
Still waiting for a response from rogers on this issue. No indication that Rogers is actually working on this matter.
Good day @mjm2,
We appreciate the updates provided to the thread.
I am hoping that the issue has been addressed since you last posted.
On your original post, dated November 25th, you mentioned having escalated the problem to the attention of the Ombudsman. This should have resulted in a call back or an email correspondence of sort.
Were you contacted back since?
If you had not dealt with the Office of the President prior to escalating to the Ombudsman, it's possible that an advisor from their team contacts you first.
Please accept my apologies from the Community Forums team. We wish we would have been able to help you out further regarding this issue. However, we have limited access to Prepaid accounts and billing.
Let us know if you have any other questions!
I have indeed brought this up to the attention of the Ombudsman but this has proven to be a waste of time. The most I got out of the Ombudsman is that Rogers is looking into this matter.
I have also escalated this issue further to the CCTS (Complaints for Telecommunications Services) but they have responded that this type of complaint is not part of their mandate. They deemed that since I was able to "catch" Rogers overbilling me and that Rogers reimbursed me, they deem the matter to be closed. They have no mandate to look into the possibility of other Rogers customers being overcharged for this same issue.
My ask remains the same:
Rogers needs to fix the issue with their billing system
Rogers needs to determine how long the issue has been in place and determine appropriate compensation for each customer
Rogers needs to determine whether this issue affects other cell phone plans
Rogers needs to contact all Pay as you go customers directly and credit their accounts accordingly
Rogers needs to issue a public apology and inform individuals who are no longer customers how to proceed in order to claim
CRTC/Industry Canada or other regulatory body needs to assess situation and fine Rogers for unethical business conduct.
I have serious doubt that any of the above will ever happen !!!
Got a message from the "office of the president" today.
Rogers still has not found a resolution to this issue.
Attention Pay as you go customers - make sure you question ALL data charges !!!