PayGo top up account confusion.

[Roxy87]

I purchased a talk and text 20 last month that expired today. Yesterday I topped up with $100 , which is good for 1 year. So today I received a text saying "The payment for your $20/month plan was received." Is that for the last month? How come I didn't get a text saying my $100 top up was successful? Am I going to be charged $20 every month now? I didn't sign up for automatic top ups, I thought when I purchased talk and text 20 is was for a month and that's it. I'm just really confused with this whole thing. Also my balance is $102.64 on myrogers account, but no where does it say I made a $100 purchase yesterday. Anyway hope this isn't too confusing and that someone can clear things up for me.

Thank you.

***Edited Labels.***

[OLDYELLR]

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@barndoor wrote:

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In post 24 of this thread  @unun4848 states the details  of why he/she wants out of the anytime plan  and we were discussing how the ten month plan could be paid  for .  

@unun4848 likely  didn't have to request his/her anytime plan  to be grandfathered as it was only customers who were paying  for their anytime plan with less than $100 increments that had to call in and request  to grandfather it . 

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Yes, in that case it makes sense. I didn't know those paying for the anytime plan annually would be automatically grandfathered. (I see that @57 doesn't think so either.)  I called to make sure I wouldn't be moved to the new $10/month plan, which, in my case would work out to be more costly since I don't call or text a lot.

[barndoor]

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@57 wrote:

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The text from Rogers read as follows:

Rogers service msg: Starting on <DATE> and each month after that, your monthly top up will go towards our $10 Talk & Text plan that will give you 50 anytime local minutes and 50 text messages instead of being charged for every minute or text you use. For more details about the plan see rogers.com/payasyougo . This change is made in accordance with the CRTC Wireless Code. To go back to what you currently have or to cancel your prepaid service, reach us at rogers.com/contactus .

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The answer is there if  you read it carefully  . 

Do I believe the Rogers CSR  that I talked to that wondered why I was bothering her to request  that my $100 /yr anytime plan be grandfathered  or an internet personality  ? If  you're not sure call and ask .

Doesn't really matter now anyway  I suppose  . 

[OLDYELLR]

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@barndoor wrote:

Do I believe the Rogers CSR  that I talked to that wondered why I was bothering her to request  that my $100 /yr anytime plan be grandfathered  or an internet personality  ? If  you're not sure call and ask .

Doesn't really matter now anyway  I suppose  . 

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When I called, the CSR said nothing about whether yearly or just monthly paying customers were being migrated to the new $10/month plan, but agreed with me wholeheartedly that the $100/year plan was the best deal for me and made a note that I would stay on it.

[mA11n]

service denied

My phone now tells me I must  add more money in order to use phone. As I have automatic deductions, why is this?

[57]

If you're a PAYGo customer and have checked your MyRogers settings, please call them as instructed in the following link. It's the only way to deal with PAYGo, however, I have always found them to be most responsive:

https://communityforums.rogers.com/t5/Account-Support/Can-t-purchase-data-pass/m-p/426891#M22822

[mA11n]

I'm still trying to view my payments so I can find out why my usage is being denied. I've clicked on everything taht looks hopeful but it never delivers.  Why won't Rogers themselves answer my query?

[57]

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@mA11n wrote:

Why won't Rogers themselves answer my query?

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They will if you call them per the instructions link I gave in my previous post.  Various entities within Rogers respond in various ways and if you have PAYGo, the only way to contact them is by phone per that link at the appropriate times.  If your own cell phone is not working, you'll need to use a home phone or borrow a cell phone.

[mA11n]

Which link has   the phone number?

[mA11n]

Thanks.  I found the instructions you sent.  Thanks for your help.  What a system!!

[Lon]

I'm confused with what exactly happens if I top up an existing Talk & Text plan. 

My daughter has the Talk & Text 12 (originally the Talk & Text 10). Sometimes she runs out of her minutes/text a few days before the end of the month. All I want is to create a buffer when that happens that makes financial sense.

Is the 'top up' a separate balance that is dipped into when the Talk & Text runs out and paid per use? 

Or

Is the 'top up' not really a top-up, but more of a voucher/credit that the Talk & Text plan then withdraws from? 

i.e. there's 2 days left in the month right now, if I auto/top-up $10 right now, what exactly happens? Talk and Text is charged on the 1st of every month. Would current usage be per-use for two days, followed by the typical Talk & Text charge on the 1st? And would I still have the remaining Top-up balance, or would the system take the difference from what was used, and charge the remaining amount to my usual bill?

[RogersMoin]

Hello, @Lon.

Thank you for your post, and welcome to Rogers Community Forums!

It’s definitely a good idea to keep a balance on the account to use when the minutes/texts run out before the month ends. Say if you top up $10 and only used $3 from it, the remaining $7 should remain as a balance, as long as you keep paying the monthly plan fee.

I suggest reaching out to our Pay As You Go specialist; so they can provide accurate info based on your Talk & Text plan and payment method. Please dial 1-800-575-9090, after confirming the language, Press 4, then Press 4 again. At the end of the third menu, press 1 to reach a specialist.

Cheers,

RogersMoin