Rogers (and Fido) Pre-paid Phone Service Ending December 16, 2024

[57]

I saw a few recent posts "hinting" at this, however, I received a text today confirming the following:  I've therefore started this thread on the topic.

1. Rogers (and Fido) Prepaid services will no longer be available after December 16, 2024.

2. I can switch to Rogers (or Fido) (assume Post-paid service) and keep my number

3. I can switch to Chatr Prepaid and keep my number.

They provided a phone number 1-844-235-3766, or say to visit a Rogers retail location...

I just finished pre-paying until July 25, 2025 (so 9 months still to go, value approximately $75).  I also have a balance on my grandfathered anytime plan of about $95.

I guess I'll need to do some research and decide what I'll do and also find out what Rogers will do regarding the $170 or so in "value" that I still have in my Prepaid account.

***Edited Labels***

[tony2024-10-28]

thanks for sharing your opinion. quite frankly, I did not get any written proof for the gift card compensating 86.9% for my total balance in 3 months. Did you get any written proof for the gift card?  Will it be canceled within 3 month in the same way as what they are doing now to shut down the prepaid service, which breach the prepaid service agreement from their side: We have paid for the service before we use the service per CRTC regulations.    

[tony2024-10-28]

what is the full name of CCTS?  please

[SC118]

no written proof but I got the name of the agent and I also have record of the date and time of the call. I guess if they fall through with their promise I can escalate and see where it will gets me to. Right now it is just taking their promise at face value......but don't they have recordings of conversation ? although don't know how we can get our hands on those recording ?

[SC118]

Commission for Complaints for Telecom-television Services I think

[tony2024-10-28]

hi, Nick000

good to hear you got $800+ credit balance. did you get that offer in gift card too? or other format if you do not mind. Either way, did you get any written proof for their offer of the credit balance? I do not have half of your balance credit in gift card format available in 3 months. Unfortunate I did not any written proof. I am worrying 3 months later, we might have to do the same thing to phone their service lines from one line to another line for hours and days to ask the gift card, It is nightmare and very suffering experience 

[tony2024-10-28]

thanks. We are the same pages. the following are excerpted from CRTC website about what kind right we have as prepaid phone customer and how to do the complaint. If the the gift card promise is a liar 3 months later, I will directly contact CRTC, I have kept the record about my balance  and expire date which was provide by them before the prepaid phone was transferred to  monthly plan and offered the gift card. Comparing with a giant, we are so little but still have the right to be treated fairly in canada

Do you pay before you use your wireless service?

If so, you have the right:

•  to cancel your contract at no cost after a maximum of two years
•  to have your service suspended at no cost if your phone is lost or stolen
•  to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage
•  to a minimum grace period of seven calendar days in order to “top up” and retain your prepaid balance

•  to a contract that uses plain language, and clearly describes the conditions that apply to your prepaid balance and how you can check your balance
•  to have your phone unlocked by your service provider immediately upon request, at no charge, and newly purchased phones from your service provider must be provided to you unlocked
•  to cancel your contract and return your phone at no cost, within 15 calendar days and if you have not used more than half of the usage specified in your monthly plan limits, if you are unhappy with your service

Are you a person with a disability?

If so, you have the right to a copy of your contract, privacy policy, fair use policy, and Critical Information Summary in an alternative format at no charge. You are also entitled to a longer (30 calendar day) trial period and to all of your monthly usage during the trial period to ensure that the service and phone meet your needs.

Have a complaint about your wireless service?

First, try to resolve the issue with your service provider. If you are still unsatisfied, please contact the Commission for Complaints for Telecom-television Services.

Mail: P.O. Box 56067 Minto Place RO, Ottawa, ON K1R 7Z1
Website: www.ccts-cprst.ca
Toll-free: 1-888-221-1687
TTY: 1-877-782-2384
Email: response@ccts-cprst.ca
Fax: 1-877-782-2924

[tony2024-10-28]

I did the same as you and emailed myself:  the date, the time, the phone number, the manager name, the during of the time, my drive lessons number and visa card number they asked for.

Yes, they record any conversation as they said for "training purpose, ..." but most time if we are looking for their record for proof,  they will say those recording will keep only of a certain time, not available at that time. For prepaid service, we paid before we use the service, they took the top-up,  then the mutual agreement are signed  by both parties until top-up expired or balance is too small, but they just suddenly shut down the prepaid  service/breach the contract before most prepaid phone's expired dates without a proper transition plan for balance. so how will be the verbal agreement from them? 

[CayugaD]

I just received my 1st bill for the Talk and Text plan after migration - with tax $5.65 / month (67.80 a year).  Obvious this was a special plan compensating the transition as the normal Talk and Text plan is $35/ month - special for new activations at $25/month plus taxes.  Details on all plans are the same. Unlimited Canada Wide talk and text calling includes video and photo messages- Voice mail and 2000 call fwd minutes. Not so sure I want to try and get credits back may screw up this plan which for me is perfect and cheaper than the 100 bucks a year and I had to add text messaging at 3.00 a month to get unlimited in and 30 out..

So for those that got credits back what plan did they give you if any and what cost?

[fiona59]

That $3/month text plan is what I had, I got it in 2006 and held onto it during all their changes.  It's nothing new.

[dj2015]

Same boat only I had 2 prepaid 85.00/yr plans and just renewed in Aug 2024, so basically 11 months remaining, plus a cash balance  on both prepaids. 

I questioned what happens to my cash balance (2 reps had no info at all, the other 2 were more helpful on other details). They offered me TSC gift cards because of the years I've had the accounts, since 2001, and 2013 for $400.00 and $300.00, but that is separate from the cash balances/unused service balances issue. Filed a CCTS because I was explicitly told during the switch to post paid, that the gift card details would be in the email that day. Got the contracts, no mention. I rightly don't trust any business that says one thing but fails to provide what was discussed...selective memory in 4 months (they later said you need to have the post paid accounts for 4 months THEN they send the gift cards).

Office of the President asked me to confirm details, which I did, but when they later confirmed the gift cards, there was no mention of the second issue (value of remaining unused service/cash balances). 

Today I got a CCTS 'extension' notification since I'm assuming Rogers is now going to look into the second issue that they hadn't previously.

[dj2015]

We were told 4months to get the gift cards. 

[dj2015]

They initially didn't mention the 4months to send the gift card. They didn't send details of the gift cards as they said they would SO, I filed a CCTS. For some reason rogers 're-opened' my 2 new post paid lines on Oct 26. I did get confirmation, AFTER filing the CCTS that the gift cards would be sent in 4 months (if it ain't in writing don't trust anyone).

[HowardL]

Thank god I can find this post, as the OP has helped us resolve some problems before. Thank you.

I am on same boat here, after read through the post and replies, I understand that:

• calling at 1-844-235-3766 and tell them transfer from pre-paid to postpaid can get $5.75/month exclusive offer,
• if wanted to claim the balance in pay-as-you-go back, need to tell them and escalate to higher level manager, or contact CCTS.

Now I have 2 questions, may I have any of your experience / replies please?

1. is the 1-844-235-3766 free of charge internationally? Now I am out of Canada, can only move back next April, visiting a physical Rogers store is impossible, so wanted to know whether the number is free internationally? if not, any alternative way to contact?
2. Seems most balance successfully claim back is by Gift Card, and can only pick up in Rogers store, any possible other ways? e.g. directly top-up in the postpaid account? or give digital voucher via email?
   as mentioned in point1., ,I can only move back next April...
   On the other hand, some mentioned that the Gift Card can only be available after 3 payment cycle, is this true?

Any of your help is much appreciated!

PS: I didn't want to be a postpaid user coz I've seen some news Rogers wrongly charge massive billings, also as. a prepaid user, I've been wrongly charged at least 5 times, I don't want to have this happen on an account with my credit card info...

[fiona59]

@HowardL I'd fill up the CRTC form as well.  We have been sold a service that Rogers has decided to cancel (in my case with less than 30 days of my last top up!).  If you've topped up recently (ie within the last year, contact the credit card company and tell them you were sold something and it wasn't delivered, like a year's worth of phone service!)

Try the phone number, I've no idea if it will work.

[HowardL]

Thanks for reminding, i will take a note of CRTC and fill it out though I haven't heard before (CCTS have been helpful in my past 3-4 cases).

Also, contact credit card company is good idea, I used to top up by using voucher in the past years since I didn't trust Rogers billing on my credit card, but in the most recent time, as I have been out of Canada, I cannot go to store to purchase the voucher, so I had to use credit card last time, and it's lucky  in this case now.

If  Rogers refused to return the balance in my prepaid account by voucher or gift card or credit in to postpaid account, I will definitely contact the bank. 

Now the only thing I don't know is the contact number is internationally free or not. Will wait for replies.

Thanks again!

[HowardL]

Just wanted to ask one more question, for those get $5/month plan, how long time this plan can go? 1 year? 2 years? Any answer from Rogers?

[dj2015]

The story in the MobileSyrup article, link below, stated someone was told 3 years by the Office of the President during their complaint. That person posted in the comments section here;

https://mobilesyrup.com/2024/10/22/rogers-prepaid-no-balance-transfer/

"Moreover, u/Annual-Pin-4023 detailed the migration offer they received after calling Rogers. They were able to go from a $25/mo prepaid unlimited talk and text plan to a $5/mo postpaid unlimited talk and text plan. They also reported that these migration offers are guaranteed for at least three years with no bill increase during that time, citing a representative from Rogers’ Office of the President."

I personally asked if this was a 1 year promotional rate and was told no. I mentioned how the 85/yr plan had never gone up in the 10+ years but the agent said it should be the same for a couple years at least.   

It's been pretty clear since the announcement of the end of pre-paid, they are all over the map with answers.

[HowardL]

Thanks for this additional info. Seems we can't do too much. But I will keep in mind and ask same question. 

Though like this, according to my experience with CCTS and Rogers, Rogers hasn't denied any call record and the content talked, years ago, they even shows me the screen capture of their internal recording system and the points the representative and I talked - sure, that's because they need to proof they are correct.

Thank you.

[Billybob808]

Seriously, whoever is in charge of making policies for the change over is doing a horrible job! I was only offered 50% of my balance back on a gift card. Are others getting 100% of their balance back? Like you said, they should be managing solutions for clients upfront. It would go a long way for customers and their long-term business....

[Billybob808]

The voucher should also be available by email. Just ask for it. 

[CayugaD]

Many posts and replies on this topic and others basically proves that staff and Management really don't care to get it right. Inconsistent treatment of customers basically saves them money. Offer nothing  customer give up which makes them the most money- offer little and customers  take it which saves them money and the ones who pull their hair out waiting on the phone complaining and complaining to all other agencies - get the most back. 

We need in Canada more regulations controlling huge Companies like this one  and MORE competition to change their attitudes. Wireless and TV is controlled by monopolies- who just buy out competition and our Government does squat.