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join:2012-12-17
London, ON
kudos:1 Reviews:
 ·TekSavvy Cable
| reply to Michael9009
Re: HELP, Wireless! Dinged $383.5 in SMS Charges. What to do? Ouch, sorry to hear about your dilemma, seems to have been caused by miscommunication from the original CSR you spoke to.
I got a similar surprise last month when I saw $40+ charges for SMS to the US. I had changed my value package from the $12 one that included unlimited Canada texting to the $16 that included unlimited the US. I tripple checked on the phone with the CSR that I was requesting unlimited SMS to the U.S. I get the bill, call Rogers, at first CSR I got wanted to blame me for texting to the states. He said I did not have unlimited US SMS on my account. Told him to look at the date where I changed from the student plan to the Super 6 plan and changed the value pack. I pointed out that on my bull it said $16.79 Value Pack and that on their own website all the packages at that price included unlimited SMS messages to the US. It made no sense for me to change otherwise. Took a bit of time but I got the $40+ credited back to me. Confirmed that three times before I ended the call.
It's really disgusting that they won't credit you back and just charge you for unlimited texting, there is virtually no cost to them for SMS, those charges are pure profit.
As for WIND mobile, I was looking forward to switch to them when they finally moved into London but lack of LTE was a big no for me. My current phone actually can on AWS though (most of Sony's Xperia line has supported AWS). Rogers also has Rogers One Number that makes it really convenient to do everything from my computer when Im at my desk and just leave my phone docked charging. | |
| reply to Michael9009
UPDATE: After submitting my complaint about the SMS charge issue in writing to the Rogers Office of the President on 30 December 2012 and not getting any response from them after more than a couple of weeks - even though that the website states that a response shall be provided within 72 hours - I went online again sometime around 16 January and tried the chat option with the Office of the President to follow-up on my submission.
The CSR informed me that he could not verify the status of the complaint buy, if I wish, I could discuss the issue with him directly. So I copied and pasted my four pages of complaint to the chat window and submitted it to him. After waiting for about 5-10 minutes, the CSR came back and told me that he would credit back the entire amount of overcharge.
So, in the end, I received my money back and now I have got $400+ credit with Rogers, so no bills to pay for a while. It's good that Rogers did the right thing eventually, but it would have been nicer if this issue could have been solved at lower levels of management/CSR.
Apologies for my late update - I have also been travelling internationally on business - and thank you all very much for your support, ideas and advice. It was all very helpful. | |
 J E F FWhatta Ya Think About Dat?Premium
join:2004-04-01
Kitchener, ON
kudos:1
 ·Rogers Portable ..
·WIND Mobile
·Rogers Hi-Speed
 ·magicjack.com
| Glad you got back your money.
The lower level support workers are not authorized to credit your account that way, and certainly not that amount, only the Office of the President CSR's can.
I think retentions can credit back up to $100 only. I do believe they have a new name for retentions, Customer Service Specialists or something like that.
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If you can't explain it simply, you don't understand it well enough. - Albert Einstein | | |
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