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m109rider

join:2012-10-24
Thornhill, ON
reply to hm

Re: Rogers secretely removes $50 Overage Charge on Rocket Hub

I have bills since March of 2011 showing consistent charges and how they have maxed out at $127. I want to mention again that I am not a heavy downloader and I don't even have a netflix account personally, so I don't see why Rogers would want to punish me for excessive downloading. I only use my internet for facetime, youtube and occasionally some work. If I was constantly downloading 50 gigs a month, I would understand Rogers problem with me.

I have gone through all of this years billing and there is usually a message with some useful information on the 2nd page of the bill with "Did you know..." type of statement, and not one of them mentions an adjustment of my service.

I most definitely have sent in a complaint with the CCTS, and with cellphonehorrorstory.ca as well. I have provided proof by means of screenshots of my electronic billing with dates attached.

I have not been singled out. There are a number of complaints on the Rogers forum regarding this, and there is also a forum posting that was removed (I assume by Rogers). Using Google's Cache feature, I was able to read the complaint and it was the same as mine, but its now gone.

I would be able to point out specific conversations I had with previous Rogers reps. In one specific case, I called rogers to ask about a small overage charge. During this conversation, the reason was my fault because I was unaware of the billing cycle's start and end date, so I overused the internet and got dinged. The rep explained the dates to me, got that cleared up, mentioned the $50 cap and then proceeded to give me 2 months free data as well for "My trouble" even though there really was none... but the fact was, he confirmed it for me.

Next steps for me in the case no one gets back to me would be to start asking questions on their facebook page, twitter account and if still no contact to get in touch with the media so at least people other then myself can be aware of the magical charges they will be getting if they use too much internet this month or the next. If I wasn't notified, then probably other people haven't been as well. I know from some other posts on the Rogers forums that some people are being dinged for $640 on their Rocket Hub account! Thats CRIMINAL.

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4
Good luck with your complaint. I agree the practice is a bit scummy, but Rogers is well within their rights to do this. To bolster your case, I would write to the privacy office at Rogers to obtain the transcripts of the call where you were TOLD there is a $50 cap. Without this, your CCTS complaint will suffer. If you read the CCTS decisions on their website, the CCTS routinely reviews internal policy documents from the carriers and often makes decisions based on those policies. Keep in mind, the CCTS does not make decisions based on what the public feels is consumer friendly or not but based on the facts presented by both sides. The internal docs at Rogers CLEARLY state that the $50 cap is not advertised and customers are not supposed to be told that this exists and that it can change at anytime without notice.

m109rider

join:2012-10-24
Thornhill, ON
said by yyzlhr:

Good luck with your complaint. I agree the practice is a bit scummy, but Rogers is well within their rights to do this. To bolster your case, I would write to the privacy office at Rogers to obtain the transcripts of the call where you were TOLD there is a $50 cap. Without this, your CCTS complaint will suffer. If you read the CCTS decisions on their website, the CCTS routinely reviews internal policy documents from the carriers and often makes decisions based on those policies. Keep in mind, the CCTS does not make decisions based on what the public feels is consumer friendly or not but based on the facts presented by both sides. The internal docs at Rogers CLEARLY state that the $50 cap is not advertised and customers are not supposed to be told that this exists and that it can change at anytime without notice.

If there were internal documents, then the customer rep would of seen that I had the $50 enabled for 19 months straight, instead of pretending that she never heard of it before. The act of them "Playing dumb" is infuriating, it would be preferable if they said "You HAD the $50 cap but now we have removed it" but instead they just beat around the bush and have no idea what your talking about.

Thanks for the tip regarding the privacy office, I'll see if I can contact them and get some info. I know for sure that they have mentioned the $50 cap more then once. There is a clear record of it, and I hope to get it.

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4
LOL, I don't think the rep was "playing" dumb. Chances are they legitimately did not know. This policy document also isn't easy to find as they don't want reps accidentally telling customers about the existence of this cap.