Summary:
I am not given the ability to even speak to back office to resolve a charge problem. I get that with our contradicting evidences, someone has to take a lost. However, I don't think it is fair if the consumer is charged for something that they have not consumed, especially when I have proof that the content was not purchased/consumed from my end. It is also ridculous that I was told I had the power to prove myself, only to be disregarded at the end.
Full Story:
I was charge for a UFC PPV for $65 on Feb 12, which I did not believe anyone in my family could have purchased. So I called Rogers to run an investigation. Initially, I gave them the benefit of doubt that maybe someone by mistake made the purchase from my IgniteTV box. So I told them to run an investigation on their end and they told me to run one from my end. Great, no problem!
I called again for updates as I found evidence from Purchase History from ignitetv.rogers.com/purchases as it shows that there is nothing in Purchase history. I was told back office has not finished investigating the case yet. So good so far.
I called again as I was not hearing any status updates. They said that their evidence points to the system saying the PPV purchase was made on the cable box, thus a charge back was declined. So I told them of my own evidence that had different results. I was repeated several times over and over that this is the case is concluded with their own evidence, while disregarding my findinds. Wow. Finally, they offered to run an investigation again with my findings and email me within 48 hours. I was reluctant at first since I wanted to send the screenshots of the purchase history, but I thought if they at least hear of my contradicting evidence, they would contact me personally.
No email after 48 hours, despite what CS said. I called again, and they told me that the investigation was still running at back office. I was also told that purchase history is wiped after 30 days of the last purchase. Great my screenshot is from Mar 9th! When I told them that my screenshot is within 30 days, they told me to hold onto it until after a week, since back office is still running the investigation. They also told me that I could gather more evidence for myself if I went home to check the PIN History on my cable box. Great, there's hope.
A week has gone by. No email response. I called them again and I told them about the PIN history and purchase history photos I gathered. Again, I was told that back office declined the credit charge back based on their own evidence alone. So, I wasted my time? I was forwarded to Escalations after, and they told me the exact same thing. I mentioned my photos and they said photos can't be sent to back office, and even if they could, it would not do anything. What the?
Online chat support also gave me the same response, despite me sending them a link to a drive with the photos I took. They said they can't forward it to back office. They also offered to send a transcript of the conversation, which they never did.
Is there anyway I can get my money back (legally) and be compensated for the time wasted? I've also wrote my scenario in Share-A-Concern, but that got sent to Escalations again.
