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***

[PAYG]

Never ever to switch the plan before you know for sure you are getting the money back, unless you are ok to let Rogers to forfeit your money.

[PAYG]

Excellent! What's your balance?

[PAYG]

Did anyone realize on that outstanding balance we already paid 12% tax? If we got refund, the amount should be balance +12% tax.

[Pauly]

---

@PAYG wrote:
Did anyone realize on that outstanding balance we already paid 12% tax? 

---

Correction, the HST is 13%,  I believe that is what you meant.

[angeloaa]

I was on the $85/year Pay As You Go plan, just renewed September 5.

I have 2 other phones under my account, ones my mom's ($15/mth) and the other, my girlfriends ($12/mth).

I usually purchase vouchers from the Rogers store, on October 5, I purchased 15 vouchers x $10each = $169.50 tax in.

I received a text on October 22 stating Rogers is dropping Pay Go as of December 16. I went to the Rogers store on November 2 to ask for a refund and had no luck, I was told vouchers are all final sale. I went home that night, contacted my bank (which I used to pay for the transaction) and asked them what my options were, I was told to call or email Rogers customer service and take down the name of the person I spoke to, time and date of the interaction and the number I called. The Rogers customer service rep. told me no refunds on the vouchers and no refund on the balance, she actually told me to add the vouchers to my accounts and try and use up the balance, was actually told to call the USA or any other long distance number to use up my balance.

I contacted Rogers Share A Concern and explained my situation and what I wanted them to do in order to resolve it. This is what I wrote them:

Good Evening

I've been a long time Pay As You Go customer for over 12 years, I'm currently on the $85/year plan. I just recently topped up September 5, 2024, shortly afterwards (October 22, 2024)  I received a text message from Rogers stating they will not be supporting Pay As Go service as of December 16, 2024.  My plan cost me $8/month (tax included) and it was to expire September 5, 2025.

I'm sure you have been contacted by many customers in the same situation as myself. I'll be losing approx. $72 . I have called customer service and was told any balances won't be refunded, I can't accept that, I won't accept that.

I'm also responsible for 2 other Pay As You Go phone lines, one is my mom's and the other is my girlfriend's, both are registered to myself.

Xxxxxxx   (this is my girlfriend's number, $12/month plan)

Xxxxxxx   (this is my mother's number, $15/month plan)

 I usually purchase vouchers in advance and on October 5, 2024 I purchased $150 worth of vouchers (15 vouchers x $10 each) $169.50 total tax In.  at a Rogers store.

Store xxx

Ticket xxxxx

Time xx:xx

Salesperson xxxxxxx

When I received the text message from Rogers on October 22, 2024 stating they won't be supporting Pay As You Go as of December 16, 2024 I went to the store and asked for a refund, I was told to call customer service as they couldn't give me a refund. When I first purchased these vouchers it would've been considerate of the employee to tell me what was going on, this way I would've only purchased enough to last us until December, now I have these vouchers.  which come December 16, 2024 are going to be worthless.

I decided to contact you to see if you can make things right.

What I Want Resolved:

I'd like the $72 owing from my yearly plan as Rogers didn't provide me service for the entire year, 3 months was only provided.

I'd also like a refund for the vouchers, $169.50.

There is also a balance on my mom's and girlfriend's account totaling $13.91 (Tax In) that I'll be losing.

I look forward to getting this resolved swiftly.

I was contacted the day after through email saying The Office Of The President will be calling me in the next 48 business hours, sure enough they contacted me and we resolved this issue.

I was offered a $400 gift card which would be mailed to me in the next 4 months, I countered that offer and told the customer service rep. "how about you give me a $250 credit towards my cable bill NOW, this way l don't need to call you up for the next 3 years", he accepted. I just wanted to get this over with, I'm sure I could've pushed him for $300 but I was working on my car that had snapped a timing belt, bent valves (not a good . day). I asked him if he can mail me what we agreed upon and he gladly accepted. I also migrated all 3 numbers over to the $5/mth plan.

A few things I wanted to mention:

Rogers has extended the deadline from December 16 to February 16.

$5/mth plan would be good for 3 years.

I advise anyone who has a balance to contact them, you'll get your balance back plus more. They have been getting alot of push back lately. I actually asked him if it would be ok to post my situation on the forums/social media and he said, "Sure, No Problem" 

[angeloaa]

Forgot to mention, make sure:

YOU ADD TAX TO THE BALANCE OWING, EX. $100 TOP UP ACTUALLY COST YOU $113. 

[User7594]

Amazing post and details needed for the rest of us!

We're in the same boat (though, with Fido), as we have the 85$/year plan, refilled June 2024. Also bought a 30$ back-up voucher in Sept 2024, unable to use it (and of course, am not going to randomly dial US long-distance numbers to 'use up' airtime). 

Appreciate you posting the info as well as the response. Impressed it was pretty much favourable (and, quick)!

1. Just to confirm, you took care of all of this prior to migrating to the 5$/month plan? Also, there was no issue for you dealing with your family members' lines (or, did they have to separately speak with the Rogers Office of the President rep), despite you being the account holder? Lastly, were you able to migrate all 3 lines to the same account? Or, do your fam members now have their own Rogers postpaid account? THANKS!

[OLDYELLR]

---

@OLDYELLR wrote:

Meanwhile, I've submitted a dispute of the credit card charge to my bank because Rogers is ending the service.

---

I got a full refund of $100 + tax on my credit card, no questions asked. I would suggest anyone else who topped up a month or two before Rogers announced on October 24th they were ending the service to also dispute their credit card charge. I topped up on September 19, but who knows when Rogers actually planned to end the service before announcing it.

[angeloaa]

I believe I contacted them Friday sometime, got an email on Saturday ( confirming I'd be contacted within 48 business hours) and spoke to them Monday.

Actually, I migrated one account 20 days ago because that account had to be topped up so I opted to migrate it instead, the other 2 accounts were migrated by the Office Of The President, I actually told him before migrating can we discuss what I'm going to be offered and he said, Don't worry, I'll take care of you.

All the phone lines were/are registered to myself, I activated them under my name years ago. I had no problem putting them under my account, only thing is when I get billed, I received 3 bills in total.

I was thinking of putting them under their names but later decided that would probably cause to much confusion.

[fiona59]

Glad it worked for you.

I just remember being miffed that I'd purchased something that Rogers had no intention of providing and the lightbulb went off that the credit card companies offer you protection from scams such as this.

[User7594]

Thank you, again. Really good info! Though, can't believe you'd get 3 different bills, rather than one account with three lines (and, one monthly bill). Strange way for that agent to have proceeded with your migration.

Very quick for them to have reached out to you following your inquiry. Now, since we're with Fido (and, no Rogers cable, home internet, etc), I do wonder what Fido will be able to offer their clients who refilled recently on yearly plans and/or have unused vouchers.. I have a feeling most Rogers mobile clients also have other Rogers products at home 🙂

Can I ask what they suggested you do with those 10x unused vouchers?

Also, where do we now see we have until February 16 (which is great!)?

[57]

---

@User7594 wrote:  Also, where do we now see we have until February 16 (which is great!)?

---

The text said December 16, 2024. Apparently someone heard about February, 2025.   Here's a link to the Rogers page which says "in the coming months".

https://www.rogers.com/plans/prepaid

This is similar to the dates bouncing around regarding the end of 3G.  Not a good look.

[angeloaa]

3 different bills is correct, just got 2 of them for $5.65 each last week, I may just prepay a few months in advance on each account this way I don't have to worry about paying them monthly.

You'd have to reach out to Fido for that, if they can't help you, just open a complaint with the crtc.

I was told to add the vouchers to my account and try and use up the balance, ex. call long distance/USA.

The rep. mentioned Rogers extended the date to Feb. 16.

[kencharleton]

Hi Community I need some help

Rogers sent me an email saying that I had to move my prepaid 15 dollar cell package to another carrier (Chatr) by Dec. 16 or risk losing my Number. The call back number was impossible to get through to on the phone and it was a no-reply text.  I didn't want to sign with Chatr and ported my cell phone to another carrier. I contacted Rogers when they finally answered after the black friday weekend only to be told that the $160.94 in my pre-paid account was something they couldn't send or credit me.  My money was unavailable!   I have other rogers accounts TV internet and home phone , I was willing to take a credit applied to a new service or a refund. They refused to send me an email or letter explaining their position.  What is my recourse?   

[57]

@kencharleton : It looks like your post was moved to this existing thread on the topic, where options, etc have been discussed in great detail.  Please read the following post which discusses the option of contacting the OOTP (Share a concern).  

https://communityforums.rogers.com/t5/Pay-as-You-Go/Rogers-and-Fido-Pre-paid-Phone-Service-Ending-De...

Some people have gone as far as to contact the CCTS.

Since you did not migrate to Rogers postpaid, or Fido postpaid, or Chatr prepaid (which are all Rogers), per post 1 of this thread, you have probably forfeited the right to any compensation for your prepaid account balance.

PS. I and others had no difficulty getting through to the migration team using the phone number in the text and in post 1 of this thread.

[kencharleton]

If Char is Rogers then why was any change necessary, I did some research on Chatr ,was not impressed.  My timing to contact rogers was bad as they didn't answer due to high call volumes through the black Friday weekend.  I have been on this prepaid plan for over ten years. I pay a year up front and at no time was I made aware that the money in my "account " was non refundable. I expected possibly cancellation fee or transfer fee. I have my home phone TV and internet on a two year plan, its not like they don't know me.  I just ported a my number from a $15.00 plan because they said I would lose it if it wasn't moved by Dec16 . That cost me $160.94 is that reasonable ?

[kencharleton]

I'm not alone this has happened to others in the Rogers community.  I was advised to contact the office of the President  at Rogers. I would gladly accept a credit to be used at Rogers. If Rogers can extend a credit to me all is good and case closed.     Thank you for the help!  I'm going to try this contact method and see if works.  

[tjexcite]

I have a pay as you go account with no working phone for it. Paying $10 a month for 100mb and to keep the balance. It auto charged to credit card. Kept the number mainly for sentimental reasons, first phone. Do I have to do anything to cancel the auto payment and will not be charged in January for services that are no more.

[57]

@tjexcite : You should probably stop the auto-payment.  Although the text said December 16, the following link says "in the coming months".

https://www.rogers.com/plans/prepaid

I would probably start with the phone number in post 1.

https://communityforums.rogers.com/t5/Pay-as-You-Go/Rogers-and-Fido-Pre-paid-Phone-Service-Ending-De...

[primereed]

I just called the provided #, 1-844-235-3766,  The agent said no such extension until Feb 16, 2025.  Can anyone else confirm?