| rev:text
| - It's your word against theirs. Literally. And if they don't 'note' your 'verbal contract' properly ... tough luck, you have no recourse.
Rogers refuses to confirm any agreed upon contract in writing, which makes it almost impossible to dispute anything.
Also, they have a rule that they won't reimburse you for over-charges, if you discover errors 3 months past the billing date. Beware.
1.
Issue:
My first major run-in with Rogers was when I though I negotiated a SICK deal for my wireless phone. $45, including tax, for free incoming, 1 gig data, my five, 450 daytime minutes, unlimited messaging, and free evenings and weekends. Being super paranoid that they would mess up my billing, i confirmed & re-confirmed the details of the contract with 2 separate representatives. I also requested that they note the details properly in their system. A month later I received a bill for $65. I phoned Rogers and they told me that the previous agreement (for $45) was not noted, refusing to credit me for the amount that they over-charged. My only recourse at this time was to write to the Privacy Officer - and being very angry... I did.
Ruling:
It took 3 months... but the Privacy Officer got back to me, told me that she had reviewed the phone call, and that I had properly communicated the contract but that the customer representative had not properly noted our conversation. So I ended up winning this battle after all, but it was a pain in the ass.
2.
Issue.
More recently I noted that Rogers had been charging me $3.50 consistently for the past 3 months for something they dubbed 'wireless charges'. Now i'm not normally that anal, but having been a past fraud investigator the charge looked extremely suspicious and upon investigation I found it i was being charged $3.50 for phantom video and picture messages. Now, to be clear, I NEVER use the option to send video and picture messages. And to back this up, the Rogers customer rep couldn't even look up the historical log associated with these charges.. (normally, if you actually incurred these charges, they would have a historical log of the numbers that you sent video and pictures messages to).
Ruling:
So because Rogers didn't have proper evidence that I incurred the charges, they agreed to reimburse me. On the side, if this is really a fraudulent scheme, think about how much Rogers could profit from over-charging customers $3.50 per bill.... If Rogers captured, for conservative purposes, 10% of the Canadian market (10% x 30 million population) = 3 million ppl. Over 3 months alone, they would bring in $27 million in revenue from over-charging customers (3 million people x $3.00 x 3 months).
3.
Issue.
Yesterday I tried to cancel my internet and phone services with Rogers.... (Rogers is charging me $35 for 25gig data internet, whereby TekSavvy is charging $35 for 300gig data internet.... obviously i'm being wripped off.) From nowhere, they told me that I had agreed to a 2 year internet contract and that I would be charged $220 in cancellation fees for the remaining 1 year under the supposed 'contract'. Besides the fact that I had definitely NOT agreed to this, nowhere on my bill does it indicate that I have a 2 year plan. Moreover, my bill clearly indicates "12 month plan, ending Feb 22, 2012". I tried to dispute this issue but to no avail, as Rogers insists that their 'notes' indicates a 2 year plan and that this overrides any other evidence.
Ruling:
Since when does a monthly bill, indicating a 12 month contract be less evidential than the 'notes' of a customer representative? I could have written my own 'notes'.
I was told to write to the Chief Privacy Officer. AGAIN.
While I'm not saying that Rogers provides bad internet or phone services... I do think that their customer service is TERRIBLE and their business structure / process is designed to take advantage of the consumer and over-charge as much as possible.
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