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yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4
reply to Michael9009

Re: HELP, Wireless! Dinged $383.5 in SMS Charges. What to do?

In point number 7, you indicated that the CSR told you that the charges would be waived and to call back if they were not. Did you check to see whether that was documented on your account? If you are sure those words were actually uttered by the CSR, you can write to the office of the president and there's a good chance they will just credit you back for those charges. If you get stonewalled there, you can write to the Rogers privacy officer and request a transcript of the call and then file a complaint with the CCTS and present that as evidence.

Also it's very easy to accidentally dial 411. The 411 is preloaded as a SIM contact and shows up in the contact list as the first entry in practically every phone so it's very easy to accidentally dial. Even if you dial and hang up and don't use the service, you get charged for that.


Michael9009

join:2006-07-28
Toronto, ON
said by yyzlhr:

In point number 7, you indicated that the CSR told you that the charges would be waived and to call back if they were not. Did you check to see whether that was documented on your account? If you are sure those words were actually uttered by the CSR, you can write to the office of the president and there's a good chance they will just credit you back for those charges. If you get stonewalled there, you can write to the Rogers privacy officer and request a transcript of the call and then file a complaint with the CCTS and present that as evidence.

Thanks very much for your response. I am confident the CSR told me what I mentioned in point number 7. After a lengthy discussion in which he was telling me that the charges were valid, he said in the end he would put a note in my account that the charges would be dropped. He said that often such notes are not caught by the billing department and, if I see the charges on my bill, I should call back. However, today, the Manager I spoke to said there is no such note in my account. Someone is not telling the truth here.

said by yyzlhr:

Also it's very easy to accidentally dial 411. The 411 is preloaded as a SIM contact and shows up in the contact list as the first entry in practically every phone so it's very easy to accidentally dial. Even if you dial and hang up and don't use the service, you get charged for that.

I don't see how I could have dialled 411 at 3:07 am while I was sleeping. I am never awake at that time of night. There's no one else in my household and my phone has always been with me.

For the SMS problem it seems that this was a miscommunication issue. I was convinced that I upgraded my SMS plan to unlimited; instead, Rogers gave me only a two-month free plan. I can't believe they are so rigid about this issue. Should I try to call Customer Relations back and speak with another CSR? Do you think the Office of the President would be more cooperative?

I really don't want to get litigious with Rogers as in 15 years I had a good relationship with them. But being charged almost $400 for a bunch of SMSs when I was convinced I had a plan is not right either and hurts.

Thanks.


J E F F
Whatta Ya Think About Dat?
Premium
join:2004-04-01
Kitchener, ON
kudos:1
Reviews:
·Rogers Portable ..
You need to call retentions, ask to speak to manager, ask to speak to Office of President. When I had issues, that was the only way to resolve my issues.

Oddly related to your post, but they couldn't fix all my issues (cable) so they attached free unlimited SMS onto my account, expires in 20 years or something. (been good for 5 years so far, about 400 incoming per month).

And Rogers should cut you some slack, SMS doesn't cost them a dime. (well, 500 messages might cost 50 cents or so...but you know what I mean)

With all that said, though, I am seriously considering ditching all of my Rogers services. They're too damned expensive and very little to offer. I am only with them because I get 70% off of my VIP cable and anything else I want related to cable except movie rentals. (which then gave me 4 free of anyway)
--
If you can't explain it simply, you don't understand it well enough. - Albert Einstein

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4
reply to Michael9009
Just write to the office of the president, they tend to be more empathetic and usually have some common sense. The "managers" you speak to at call centres are actually just regular CSRs that have permission to use the manager title but they have no power to do anything and IMO they are usually worse and more unprofessional then regular CSRs.

And yes, you hit it right on the nail, this is a communications issue. What they offered you is a "CAP" offer. Cashless Adjustment Program. These are offers that give a feature for free for a short period of time and are intended as an alternative to actual credits. These CAP offers will fall off automatically on the expiration date. Unfortunately this was never communicated to you, leaving you to believe that you would simply be charged the regular price after the two month period. Any CSR with any sort of common sense would have been able to piece this together...

As for the 411 charges, it's very rare for a customer to be charged for a 411 call that was never initiated. What kind of phone do you have? Perhaps you have an app from a lest than reliable author that is dialling 411 in the background. You can bring this up with the OOP and they may just credit you back as well considering it's only $2.50 if they refuse you can ask them to launch an investigation to prove that the charges are legitimate.


Michael9009

join:2006-07-28
Toronto, ON
said by yyzlhr:

And yes, you hit it right on the nail, this is a communications issue. What they offered you is a "CAP" offer. Cashless Adjustment Program. These are offers that give a feature for free for a short period of time and are intended as an alternative to actual credits. These CAP offers will fall off automatically on the expiration date. Unfortunately this was never communicated to you, leaving you to believe that you would simply be charged the regular price after the two month period. Any CSR with any sort of common sense would have been able to piece this together...

It is strange that the offered me a CAP offer when I asked to have my SMS plan upgraded from 500 outgoing messages to unlimited messages and, somehow in the process, I was left with no plan at all and a huge bill.

said by yyzlhr:

As for the 411 charges, it's very rare for a customer to be charged for a 411 call that was never initiated. What kind of phone do you have? Perhaps you have an app from a lest than reliable author that is dialling 411 in the background. You can bring this up with the OOP and they may just credit you back as well considering it's only $2.50 if they refuse you can ask them to launch an investigation to prove that the charges are legitimate.

At the time of the 411 charge I had an iPhone 4. More recently, I upgraded to an iPhone 5. There should be no rogue application dialling 411 as it never happened to me before (and I haven't installed any new applications recently).


Michael9009

join:2006-07-28
Toronto, ON
reply to J E F F
said by J E F F:

With all that said, though, I am seriously considering ditching all of my Rogers services. They're too damned expensive and very little to offer. I am only with them because I get 70% off of my VIP cable and anything else I want related to cable except movie rentals. (which then gave me 4 free of anyway)

It's not easy to ditch Rogers Wireless after being with them for 15 years. And I did not have any major problems until now. Plus, I cannot use the iPhone with any of the cheaper new entrants (it does not work on their network).

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4
reply to Michael9009
said by Michael9009:

It is strange that the offered me a CAP offer when I asked to have my SMS plan upgraded from 500 outgoing messages to unlimited messages and, somehow in the process, I was left with no plan at all and a huge bill.

Well you were talking about cancelling, the rep likely thought that by giving you a feature free for two months would prevent you from cancelling. Unfortunately, a breakdown in communication led to some unintended consequences.


J E F F
Whatta Ya Think About Dat?
Premium
join:2004-04-01
Kitchener, ON
kudos:1
Reviews:
·Rogers Portable ..
reply to Michael9009
The iPhone not working on other networks is a major issues for the newer providers. Apparently the 5S will work on Wind when it comes out...(since Apple is making sure it will work on T-Mobile)'

That, or you can choose a different phone.

I've been a Rogers Customer for close to 20 years. I figure during that time they probably got close to $40,000 out of me. That's a lot of money.

Although I am sure there are way better customers than me....
--
If you can't explain it simply, you don't understand it well enough. - Albert Einstein


Michael9009

join:2006-07-28
Toronto, ON
reply to yyzlhr
said by yyzlhr:

Well you were talking about cancelling, the rep likely thought that by giving you a feature free for two months would prevent you from cancelling. Unfortunately, a breakdown in communication led to some unintended consequences.

Maybe. But there were two issues here: (i) the discount which he was not willing to renew, hence my cancellation threat; and (ii) me specifically asking him to upgrade my SMS plan from 500 to unlimited messages as in the coming months I was anticipating that I would need more than what the old SMS plan was providing.

resa1983
Premium
join:2008-03-10
North York, ON
kudos:10
File a complaint online with the Office of the President. Talk to them. If they won't pull the call logs and resolve this properly, ask to escalate it to the Ombudsman at Rogers (who can and does pull call logs).

If they won't escalate to Ombudsman, file a complaint with CCTS. »www.ccts-cprst.ca/
Make sure to rite down days & times you were on the phone with Rogers to sort this out, so that you can show a log of actually trying to work this out with Rogers. If its excessive, you may be able to get money out of Rogers for sitting on the phone with them constantly to get it worked out.
--
Battle.net Tech Support MVP


zacron
Premium
join:2008-11-26
canada
Resa, don't you work for Acanac? You're screen name looks familiar.

Zacron
--
"Recognize, Realize, and Repent"


noemails

@bell.ca
reply to Michael9009
vote with your wallet

my dad did after 50 years with bell 600 payments nevere late or missed a single one of them... all over not able to place a move order via india that he couldnt understand then watch the winback agents chase you around for a couple yerars !

resa1983
Premium
join:2008-03-10
North York, ON
kudos:10
reply to zacron
said by zacron:

Resa, don't you work for Acanac? You're screen name looks familiar.

Zacron

Nope. I work for a very small accounting firm here in Toronto.
Might recognize me from the Rogers vs WoW threads, but I mostly post in TSI's forum, and Cdn Broadband, keeping ppl up to date on speedmatching filings.
--
Battle.net Tech Support MVP


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
Reviews:
·VMedia
reply to J E F F
No the iPhone 5s/6 whatever they call it
won't support AWS, Tmobile has been moving their network around in order to support the iPhone global model.

That and none of the cheaper providers have LTE, nor do they have the spectrum to handle it.