Canada - M4W1G9
I have received assurances from Rogers for the past 5 months that access to the internet has been turned off on my daughter's cell phone. For the past 5 months, I continue to receive "data" and "music" download charges. Rogers keeps claiming they have fixed the problem, but this is not true.
Now I am receiving bills from Gameloft Guild - but when I phone the toll free number, they can't tell me who or how this subscription was activated. Rogers also claims it is not their responsibility; neither accept responsibility for something (internet access) that was "shut down"
Rogers, you have lost me as a customer and I will blog this complaint everywhere.
Roger's business practices related to cancellation of services is a major problem. I cancelled cable/internet services a few years ago by phone and then subsequently returned their equipment and was told I had a balance of .01 which I paid. I relocated overseas and then a few months later I started to getting harassing collection calls from them on my Vonage internet phone, many of which were in the middle of the night for me. They claimed that I did not provide notice of cancellation and that I had an outstanding balance. I told them to forget it and I would not pay as I had notified them and had returned their equipment with no outstanding balance reported by their staff. I subsequently was harassed for some time until I took the matter up with the CEO's office whereupon the service charge was waived. I thought the matter was over but it resurfaced several months later with a collection company. I again had to call the CEO's office for action.
Fast forward to yesterday where I again decided to cancel their service. This time I went to their retail outlet to get a confirmation in writing that they had been provided notice. They are not allowed to take cancellations there for some reason (only sales). While, I was there it was sad to see a women returning equipment for one of their parents who had passed away and she was told that they would still be charged for a month until they formally cancelled. I went on line to try to cancel but that is also not allowed by the Comapny. I then had to do the dreaded telephone thing and had to go through two humans to give notice. I requested an email confirmation but they sell internet but don't use it to do business (except sell). I asked for a confirmation number but they don't provide that either. The best I could get was a name and a workload order number.
In the course of dialogue with the Rogers Customer Service, I complained about the notice requirtement and suggested that when they get their equipment back that they should close the accouint with no notice required. This was reasonable business practice consistent with other utilities and organizations. The person indicated that it was the norm in the telecommuications industry --- i.e., one of the pat bs anwers they are provided. This is absolutely not true. The practice of my new internet provider is 2 or 3 days notice (just enough to process the work order). I also cancelled my Vonage phone on the same day and they require no notice at all. In fact, the Vonage representative indicated concern that I was leaving and offered a month's free service so that I could avoid having to make a subsequent partial month payment to facilitate the transition to a new phone system. What a difference in service.
My concern about Rogers practice is as follows. There is absolutely no way that I would ever accept their billing and cancellation practices (several years ago in a billing dispute, I had to threaten to throw their services out of a building that I controlled to get them to back off). They will always address my particular problem but continue to rip off others. The problem is that most people don't have either the time, clout or inclination to fight them over inappropriate charges. Young people who can hardly afford it are the ones really getting ripped off by their practices. Consumer protection regulation is unfortunately required to address the practices of this company which are notorious in Canada. The other is through public forums that educate people about their poor and predatory business practices.
On Sunday March 6th around 1:30pm my fiance and I went into the Rogers video in Millrise. After picking a few movies we waited in line to rent them. The girl at the till already showed us a demeanor that she was "not wanting to be at work", she asked us for our card, or i.d.. I handed her my drivers license since the account is under my fathers name (whom we live under the same roof as). She asked the normal questions then informed me of three late charges on the account. She then told me in a rude tone (which was present for the rest of our visit in the store) that I have to make a new account for myself. Surprised at this, since my father and I have always used the same account I asked her why this is, she snapped a response back and informed me to pay the three late charges on my fathers account, because of her tone I denied to pay these fees (had I been allowed to use the account like I have in the past, I would of cleared up these charges without a issue) and told her I would clear up the difference with him. She then snapped back "Well if thats how you want to be." I said nothing for the rest of the transaction.
I as a paying customer Do not appreciate being talked to and treated like a child. Unless this girl (Danielle the assistant manager) is spoken with and I am provided with a written apology, my family and I will be renting movies from Blockbuster and will tell our story to everyone we know.
It was not the fact that we had late fees to pay, or that you have rule that need to be followed, I had no problem with creating a new account, it was the tone and the lack of respect that I received from this individual.
Please feel free to contact me at [protected]@gmail.com
This is so ridiculous...they offer you an opportunity to win an iPad and then enter your cell phone number into a system that sends out daily trivia questions to you and charges $2/message. Even though we didn't open the messages or message them back, we get charged. So now we've got a $58 charge on our phone bill that we have not authorized.
How the heck does Rogers get away with this crap! Do they have no monitoring of their
Hi my Name is Wilda Everett Cell phone no is [protected] i have been charged $81.03 for charges that i never...
We have been using rogers for over 2 years now and have been less than pleased with their service. A couple months ago, after been fed up with slow speeds and constant drop outs we decided to call rogers for a solution. A technical support employee convinced us it was our crappy router and suggested us to get their all-in-one modem/router for an extra $1.50 a month.
After the first bill the next month we noticed that we were going over the 60gb monthly limit, something that we never encountered before. After months of carefully monitoring our bandwidth and even sometimes avoiding the internet completely in fear of being charged, I was still shocked to notice we were going over the 60gb limit.
Searching the day to day usage, I noticed that one day 18gb's were "donwloaded". Easily 16 gigs more than normal. This was the same day I was trying to watch a movie on the Play Station 3 that I transfered over from my laptop. I had trouble getting the sound to work so I had to transfer this 4gb file over several times. I didn't think much of it because it wasn't useage.
After multiple calls to Rogers who explained to me something that I already know, how "transfers on the same network are direct transfers and don't count for bandwidth because it had nothing to do with the internet" (DUH). I insisted that because it was a modem/router, it was incorrectly mistaking a LAN transfer for internet usage. Essentially Rogers charged us 18gb's of bandwidth for ONE file (putting us over our monthly limit). Moreover, this explained why we were always over our limit because we transfer all kinds of movies/songs to our Playstation.
After he talked to his boss, who talked to someone else who talked to the guys that runs the servers, they informed us that it does indeed count as useage. Frustrate and busy with other things, I called back the next day and within 10 seconds my overage charges for the past couple months were refunded.
I was wondering if anyone else has any similar problems with the *** all-in-one modem/router and I wonder how many other people are being unnecessarily charged because they share/transfer files in their OWN network. Also, isn't this illegal?
One month ago I called rogers to cancel my cell phone, the customer representative let me change to prepaid phone and didn't talked about any fee. Based on their pirate rule, I need one month to do this transfer. After they got one more month fee from me, I called them today. They told me there is $50 fee for the transfer, it is definitely a trap. They know me will not accept it, I just canceled my service with Rogers, but they will charge me another month fee based on their pirate rule. Why does Rogers like to make this kind of money by setting traps and cheating acustomer? Is there some kind organization to protect us from this kind of cheating company?
In early april 2008, rogers communications launched a telephone spam attack against both my rogers cell phone and my telus land line.in spite of many written and verbal complaints about this to rogers, this attack is still going on 32 months later. Except for sundays and legal holidays, I get at least 3 calls from rogers every day. Some days as many as 6. I have informed rogers and their agents many times that I do not want these calls, that they are engaged in phone harassment. But rogers will not stop. The total call count is now around 3, 000.
33456 Skill2Thrill Complaints - unsilicited textmessages and °84040 TMG SMS Trivia Games @ $2 per message are marketing consultants used by Rogers Communication. I responded to a flyer which indicated that I was being rewarded for being a good Rogers customer. The invitation was to enter my cell phone number for a chance to win an I-pad or some such gadget. Trusting that rogers doesn't normally cheat customers I entered the information and then, reading further down the page, I was asked to subscribe to some daily texting. As my only intention was to respond to Rogers free offer I closed the webpage and forgot the whole thing.
On three months (Nov, Dec and Jan) I started receiving daily text messages such as - Is the sky blue? Text a for yes or b for no. I guess this is the skill TMG (ROGERS) is referring to. I deleted all of these texts as I received them and never responded to any. However, my Rogers bill shows a daily $2 charge for each of these so-called skill testing questions that were sent to me despite the fact that I don't want them, didn't ask for them and and never responded to them.
Now I want a full refund. The TMG (ROGERS) representative apparently doesn't handle refunds and referred me to this site. it is not fair, this company is really cheater and dirty company. I'll sue them if they will not pay me all of those damn money
On the internet, up popped an offer from Rogers to win a prize. I thought I would try and entered. Then I...
I have cell phone with Rogers. Last month 4 days before invoice date I checked my wireless usage and there were 20 mins left. I controlled my usage for 2 days, spent no more than 7 mins, then weekend came (for wich I have unlimited use). In the bill they charged me 58 mins overuse.
Now, yesterday checked my usage: 34 mins. Since then haven't use the phone AT All. Today they show 59 mins.
First they started with messages, charging me with more than I received/sent. If you turn a blind eye to $1-2 fraud, they go more brazen.
Seems like they want to collect money to pay Gabriella Nagy $600K.
Photos: as you can see, there were no calls during Oct 7, the only answered call on Oct 8 was 1:05 min long and it cannot count anyway since the last usage update was before (check date and time at the right bottom corner of the screen). And now compare with the usage they show on-line.
Why not to go for a Rogers wireless contract:
To Rogers, a good customer (who pays his/her bills on time for years) does not mean anything. They would rather screw you over for a few more dollars.
I am complaining about the wireless cancellation policy of those ridiculous providers here in Canada.
Before my contract's term was over (in November 2010), I cancelled/switched to another provider. Now Rogers is charging me 100$ early cancellation fee. Recently those fees have been outlawed in Quebec (Bill 60 which came in effect on June 30, 2010).
Asking Rogers politely to waive that fee resulted in the following email conversation:
[...]Unfortunately, we cannot waive the charges as they are valid and are in accordance to Rogers' terms and conditions. For more information about our terms and conditions please visit www.rogers.com/terms .
Early Cancellation Fees are mandatory and applied to all wireless accounts that are on a contract. The fee is $20 per month for the remaining months of the commitment. The minimum fee is $100 and the maximum fee is $400.[...]
[...]In your previous communication you noted that there is new legislation forbidding early cancellation fees and that you would be handling the matter to your lawyer.
The legislation that you are referring to is Bill 60 which came in effect on June 30, 2010. The new rules only applies to agreements taken (or renewals agreed to) on or after June 30, 2010. Since the original commitment had been agreed upon xx/xx/20xx, the early cancellation fee is valid.
For more information more information on Bill 60 and its impacts, we kindly ask that you visit the "Office de la protection du consommateur" website at http://www.opc.gouv.qc.ca/Webforms/PlanDuSite_En.aspx [...]
[...]Upon review of your account and the information provided by Andre B, the
charge for Cancellation is accurate and we would be unable to reverse
any charges on your final invoice.
Further review of your account shows that you accepted a special
Hardware Upgrade at which time we had provided a substantial subsidy for
that device [authors comment: the cheapest that was available at that time, by the way]. By accepting this offer on xx/xx, 20xx you were
renewed for 2 years. My review also shows that you accepted a
promotional price plan which offered subsidized services compared to
regular services that are offered. These combined changes to your
account have been reflected on your monthly invoices as changes to your
services and as such by paying for the service shows your acceptance of
our Terms of Service which are provided to you monthly on Page 2 of your
Regretfully [..] we will be unable to adjust this charge therefore
the balance on your account of $xxx.xx is due by or before xx/xx,
20xx. Any balance unpaid after the due date will be subject to a late
payment charge of 2% per month compounded monthly (26.82% per year)
until paid in full. Please note that if balance is not received your
account may be forwarded to a collection agency which may negatively
impact your credit bureau.[...]
[...]Rogers provided a discounted phone to you for $xx.xx on
xx/xx, 20xx. When Rogers purchases phones from a manufacture we do
so at full price. We will subsidize the cost of phones when a customer
agrees to a new term or contract. The retail cost of phones range
anywhere between $200-$1000 depending on the type of device such as
Voice, Quick Messaging or Smartphone. This phone was substantially
discounted and therefore the Early Cancellation fee is applicable and
will not be adjusted.[...]
My response to this included:
What are you trying to say anyways? That I should be grateful for having been allowed to pay for my old contract and I should be grateful for being charged 100$ for nothing? If I could, I would very much like to speak to your supervisor but I guess it is not really your fault but more a company wide policy to try to exploit customers as much as possible.
[...]As Steve has advised in the previous emails, the early cancellation fee is valid and will not be waived. We appreciate your past three years with Rogers and the final billing due is $123.40.[...]
So please everyone, do NEVER EVER sign up for a contract with Rogers. They should be taught a lesson and I will try everything in my legal power to make this the a bad experience for them!
I have rogers wireless services for last 4 years from the time i came to Canada as Immigrant.
This how they treat you ?? its really sad but thats the truth since this is one industry which is run by only few companies and they think customer is just a number to them.
Yes a number . I was thinking of upgrading my phone since it was not any good . So i called Rogers sale & they showed how can i upgrade my phone to I phone and bill will increase from $ 51 to $70 with tax. I explained to the sale girl that i donot use this hone that much so do want to spend too much .
My last services had $ 30 plan & caller id service for extra $ 8 . It took at least 2 hours for her to make the deal and she explained me that the upgrade will only cost me $ 70 with tax in total.
To our surprise when using the phone when ever we received calls it used to be unknown call . Hence I called back to Rogers & thus they tell me I donot have caller Id, it will cost me another $8 / month for that service.
Not only that none for the service representative acknowledged that it was a fault on the sale rep for not explaining thing properly but they have one word" we apologies ".That is, now if I want service pay more >>>.
This is good exmple how to treat customers .
Yes I have to stick with Rogers as I signed a contract, but they lost me forever.
you can run your business on thinging customer as number but Iam sorry this will not last long.
FROM A CUSTOMER or A NUMBER ??????
i has been 1.5 years since requesing a burial of a cable wire. Rogers had a crew finally try and dig the wire but after 6 months it was december 200 9 before they attempted...and crew (dueto cold) left the wire above ground threw my tree ..around my pool and sticking out from the corner of my lot. 8 months later August 2010 still not buried after numerous equests. A Monopoly company with no competition in Ottwa Ontario. SERVICE SUCKS
I am into my second year of a two year Rogers contract with their Rocket Stick. About a month ago I called...
well I sent them payment for 2 accounts and they calle d me and said send the whole amount and then had a law office write me letter saying they want me charged for fraud and now they say they will not offer me service till all bills paid for and then now want me back as a customer all I can say is forget it U wont get me back after the bills are paid but hard to pay off when U refuse the small amounts like 50 a week or a month or 75.00 so ur loss not mine I tryed to make arrangements folks be aware they are scammers and herass.
I've been paying for a Rogers Pay-As-You-Go cell phone for my mother for about 6 years. She is elderly and this allows her to have a "lifeline" if she is out of the house, but she does not use the phone very often. A couple of days ago, she tried to make a call, but it indicated there was zero balance.
Checking the Rogers web site, it showed that up to early February, 2010, there was about $109 on the phone, and I had it set to top-up from my bank account every two weeks. In early February, Rogers, without explanation, cancelled the entire balance. Furthermore, they happily accepted the three payments from my bank account made since then, but cancelled this balance the very next day.
I contacted Rogers by phone, but they simply put me on hold for 20 minutes then hung up on me. Next, I tried their web "customer service" and was informed that they had changed the minimum top up to $20. They had my mailing address, my e-mail and the number of the cell phone, but made the conscious choice to not inform their customer so that they could steal the $109 on the phone account, and furthermore accepted the top-ups three times and immediately cancelled the balance without informing their customer.
Poor customer service can only be pursued as a civil matter, but accepting these three payments and failing to provide any service whatsoever for these payments transforms this to fraud - a criminal matter. That is how I will pursue this.
I never agreed to having Trivia questions. Have been billed for them since November on my cell phone bill. Every time I received questions, I deleted them and did not know I was being billed for them. My husband pays the bills and I discovered these charges when I looked at the bill and wondered why I was being charged. I hate Trivia questions and would never sign up for such a thing! Why have I been billed for these questions as I want nothing to do with them?
The moral of this story is: Check your statement, and check it completely. Rogers Wireless is ohhh so sneaky!<br />
Most Recently. <br />
I purchased an iphone on contract from Rogers. The phone broke and aftera two week delay (they cited replacement shortages), the sent me a broken replacement. <br />
I called, complained, and they sent out a replacement for the replacement by Canada Post. I promptly packed the broken replacement in the same box and shipped it back the way I got it. Turns out, they claim they never received the phone and according to their records, the packing slip was for Purolator or some other delivery method. <br />
They sent me a letter saying they hadn't received their broken replacement, and would bill me up to $600. if not received within 15 days. After 15 days, they charged my account $750. Yes, that's a $750 charge for a phone that never worked, which I sent back to them! <br />
The real rub here is that I have no choice but to pay for a broken phone that I never wanted, and gave back to them too, in order to keep my phone service connected. lol. <br />
Before this latest incident, Rogers has been billing me monthly for text messaging. Some months, my text messaging fees were as high as $125., and I averaged about $80/month in text charges over a two year period. The irony is, I had added the unlimited text messaging service to my plan and they were also charging me monthly for unlimited text messaging. Approximately every three or four months I would have to call Rogers and spend an hour going over my statements with them, and request a refund for the overcharges. And then like clockwork I would call back again and complain because they conveniently forgot to adjust the interest and tax charges accordingly. This went on for nearly two years. No kidding. In total, nearly $2, 000 in text messaging overcharges. <br />
There's some good news to this story though. Since Roger's wireless tipped me off to the fact that Rogers is proned to overbilling, I also took a look at my Rogers Cable Television Bill and discovered that they've been charging me for additional cable outlets that don't exist, and they've been charging me these fees for over three years. <br />
PAY ATTENTION TO YOUR BILLS PEOPLE!
I spoke with a Rogers Wireless rep this morning about "saving money" on their Family Plan. The rep assured me...