Over billing and no customer support

ComplaintsCellphone ProvidersRogers Wireless

Complaint

+1
Raj Verma
Country: Canada
My wife cell phone provider Rogers has been overbilling. We are supposed to pay $22.43 per month for three years. The contract was done in April 2010 over phone by Rogers offering different options and it will expire in April 2013. We paid $172.82 for april 2011 and they have sent $193.07 for month of May 2011.When we contacted Rogers they said $133 for April2011 and $155 for May 2011 are third party charges. There are four company included namely 2WayTraffic,Oxygen8,SendMe,Ultigame billing to Rogers for my account. We do know these company and we have not signed up for any of these company. When we asked for cancellation of wireless service they asked for $400, which we are not aware of it when I asked Rogers Customer Service for proof, they said they keep it for only three months. Then I asked, do I have contract for paying third party charges, they said no, so I have asked why I am getting charged which I am not supposed to pay. But Rogers Customer Service said you have to pay eventhough you did not use it. I am getting very bad experience with Rogers so I have already cancelled my cable TV, internet and now I want to cancel my wireless service. I have been a rogers customer since 2003 now I am tired of your overbilling.

Comments

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  • 0
    Rogers_Chris
    | 2 replies
    Hi there, this is Chris from Rogers' social media team.

    Third-party SMS charges are the responsibility of the customer. While it's unfortunate you accrued these fees, Rogers cannot assume responsibility for them.

    If you'd like to discuss further, contact me on Twitter @Rogers_Chris
    • 0
      TC replies to Rogers_Chris
      STOP mobSHACK, TEXTNPAY, PRIZEKING VOXTEL, CARRIER FRAUD SCAMS TODAY
      These FRAUD SCAMS are being perpetrated
      Against Us, Our Children and Our Families, as Customer Third Party Victims.
      This type of Federal Felony Criminal Wire FRAUD SCAM is known as “Stacked Marketing”.
      These felons use Premium SMS text messaging (PSMS) to apply fraudulent
      service charges to cell phone bills of unaware and innocent cell phone customers.
      “We The People”, as Customer Third Party Victims, Are Fighting Back TODAY.
      GET INVOLVED. TELL OTHERS ABOUT THIS PETITION TODAY
      Government Authorities are aware of these FRAUD SCAMS and this PETITION.
      At your discretion, this CARRIER PETITION can contain any information
      you are comfortable with providing, such as; your name, email address,
      your fraudulent carriers and other company names, your support etc…
      Carrier Shareholders are encouraged to participate in this petition.
      This CARRIER PETITION will be forwarded to government authorities.
      Please Send Your CARRIER PETITION Information TODAY to
      Email: mobshackfraud@disnetinc.com
      View This PETITION Online: http://www.disnetinc.com/mobSHACKFraud.html
      Download This PETITION: http://www.disnetinc.com/mobSHACKFraud.pdf
    • 0
      Anonym replies to Rogers_Chris
      Seems like Rogers is a beneficiary to these third party billings. I had the same problem.
      Last month I was over-billed, wasted my time and energy trying to discuss with the Rogers rep... nothing seemed to make sense to them except the need of my money!
      I have already cancelled my TV, Home Phone & Internet with Rogers, just waiting to cancel all my mobile (I have 3 in the family) services because of the contract and I do not want to pay Rogers a cent more than is due to them!!
      Rogers, suck!!
  • 0
    Ripper/Canada
    I also am being ripped off by Rogers Wireless, Having been checking my bills as closely as I should have, they have been charging for World Poker Tour and some 1-888 Paging service which I was told by a employee at their call center when she checked them out they were promotions than we had no Idea of and because we did not call and cancel, imagine call and cancel a promotion that they were automatic added and and were have been charged.
    This is so upsetting that a Company can take advantage of Customers like that with no criminal charges.  I am not done with this fight and I will make sure everyone I know or meet hear what it is like to be taken by Rogers.
  • 0
    Peter Em
    I have these charges as well.
    I started getting odd text messages and I called rogers right away (and was instructed to send a text message saying "stop all" to the sender and was told they
    could be reversed once I got my bill, when I got the bill a different rogers rep said the charges are my problem.

    I then demanded my cell service have 3rd party billers blocked,  leveraging off an existing service available to say "block outgoing long distance calls" (so you can not make long distance calls ) The rogers rep says they cant do that?? WTF

    So if I can be at the mercy of some 3rd party biller (who came out of no where)  to charge me for services I have not authorised, and rogers takes no move to stop the fraud, and is probably getting a commision from the 3rd party provider, well it looks like a case of mail fraud / wire fruad and rogers is a party to it.  

    I'm pissed rogers, and my contract is up in 2 months, this is only a $25 charge, but its a dealbreaker for me.  I demand the charges be reversed, and I want 3rd party billers to be forbidden from accessing my account.
  • 0
    bring rogers down
    i recently recieved my bill from rogers , and to my surprise i was informed that a service was deleted without my consent, i have 4 phones computer and home phone with them. they told me it was removed and there was nothing i could do about it, it was a negotiated add on from some time ago to keep me as a customer. the agent was an [***] !! nice when seperated by a phone not so nice if we were face to face ...i am pissed, my lawyer said a default on their end terminates all obligations on my end ..my bill is 300 to 600 every month...wow what a bunch of [***]. my mortgage payment on my first house was only a little more...the service is [***] also i have had 3 to 7 dropped calls per day...thier response nothing is wrong...the crtc should do thier job and someone should start a class action suit against the unjust practices of rogers
  • 0
    jahdawg
    Hey.  I can agree with you guys enough.  It has become humorous how bad rogers employees and there customers services is.  I have spent hours of my life on the phone with Rogers call associates as the have over billed me for services and random charges on my account.  They pass you one from associate to associate and you can tell that the person at the other end does not know what the hell they are doing.  It seems too often that when the work associate is unable to complete the task that was requested, the system appears to go down or there is a dropped call.  Recently, I have been going through a battle with rogers in regards to two "basic" cable and two "lite" services be charge to the same home.  I walked into the rogers store and asked for a upgrade to the "vip" package.  I reviewed the next bill and I am being charged for two "lite" internet and two "basic" internet.  I phone up rogers and explained to the associate and have spent about half an hour to one hour with several associates attempting to get it rectified.  I can't make more clear when I tell them what the problem is and when needs to be done to corrected it.  No one can seem to fix it.  I even said to one employee off the record, just forget about all the training and system.  Based on common sense, why would I want two of the same services at the same location.  He agreed with me and passed was going to attempt to pass me on to his supervisor.  I told him I have done this dance many times.  The last supervisor could not fix it and would rather not wait on the phone for one hour.  I asked him if he could set up some type of work order and call me back when they have sorted it out.  He agree and that was over a week ago and no call.  I am trying to work up the energy to bring myself to phone Rogers and look for an update.  The conversation with Rogers are so frustrating that I usually wait until the end of the day as I am enraged usually after every call to rogers.  I really blame the government for not opening up the market to open competition.  Rogers just has to provide a services slightly better than Bell.  If they can continue to do that, then they will have the market share in Canada.  I have no option to switch.  For my purposes, I do like Rogers cable services but there is no other service out there.  I believe Rogers HQ realizes this and if these are the market conditions, why not just focus on increase revenue by overbilling consumers.  A new marketing scam that you should look out for is when a very pleasant rogers associate phones you and suggests that you are entitled to a special promotion.  They will ask you some questions about year services and then offer you channels such as HBO, TMN, Sports package, etc.  You get the services for free a month or two and then if you do not cancel it, then they will continue to charge you.  I can't even remember now if they tell you this or not, but told the rogers associate that I understand what they are trying to do with this market scam.  It is criminal but I would not mind have HBO and the sports package for a month or two.  I said to the rogers associate, if I take this free promotion, and cancel it a couple day before, then will not be charge.  He said that is correct.  I took the promotion and the two months less a couple of days had passed and I attempted to cancel the services.  Rogers now tells me that I can cancel the services but I can only cancel something one month from the date of the cancel call.  I blew a fuse and after many frustrating calls to Rogers, had the charges removed.  Anyways, Bottom line they are "CRIMINAL".  I think that pretty much sums it all up.
  • 0
    Rogers_sux
    I couldn't agree with you more!  The CRTC is just a corrupt useless bunch of bureaucrats leeching off the Canadian tax payer!  Bell was even caught buying the CRTC fat cats tickets to sporting events (Google the CBC story if you don't believe me).  The Rogers Goverment Regulatory Recovery Fee (GRFF) has absolutely nothing to do with the government.  There is no government fee!  Each an every time I have asked for the CRTC decision number, they flat out lie to me with some fictitious number.  DECEPTIVE BUSINESS PRACTICES?  My latest problem with them is that their network is "service unavailable" 90% of the time near my home but when I travel to other cell sites, it's only sometimes "service unavailable".  For years, incoming callers hear a ring and my phone doesn't ring at all despite full battery and signal meter.  They say it's my phone and sim card.  Changed sim cards and changed phones, SAME PROBLEM.  I'm convinced that Rogers has simply overloaded their network and they just keep piling on the profits at the expense of service.  It's time for a new INDEPENDANT, PUBLICLY ELECTED telecommunications regulatory commission.  There is so much corrupt money at stake here that will never happen.  The only way these business practices will change is a CIVIL LAWSUIT.  The profit margin is the only thing any of these cellular carriers understands.
  • 0
    2muchbs rodgers
    I had phones for my daughters purchased from Rogers. I signed up for an amazing deal 10 each per month 300 min.ect Then I was over billed right off the hop. After fighting for months waiting for up to an hour at a time for customer service....which is nonexistent. I was promised that it would be fixed. They would process my account manually. The lady then told me that for my troubles that they would let my daughters have unlimited texting for 3 months free of charge. It wouldn't effect my current plan. I thought great. I did see a credit for the over billing about 30$ So my girls started texting because it was free.....yea right, we get a bill for $463.00 and my bill is no longer discounted. I refused to pay the bill. Called again to customer service waited over 1 hr on hold. They said that they would not do anything about it because they had already did a courtesy adjustment. Courtesy???? they adjusted an over billing. I informed them that I would not pay it and I wanted a supervisor to call me. Waited with no call. 2 weeks later they cut off the phones for nonpayment. I call back waited on hold again..(I am sure there are only 2 people in the entire department) The lady told me that they just wanted me off the manual adjustment so they changed my plan. I said without my consent? She said I agreed to the unlimited texting I explained it was a 3 month free bonus/trail for the over billing. She told me that they don't do that. What?? So, was this done just to get me of the low rate plan?? Now the account has gone to a collection agency that hounds me constantly for now a whopping 1600.00+ (because they charged me to the end of the contracts) My calculation is that I owed 83.64 for my bill which I would gladly pay and the contract if it was corrected would have continued. Why should I pay for a contract buyout?? I would have stayed with Rogers if they had any customer service. I have contacted a lawyer and he had advised me not to pay. I am now documenting how many calls that I am receiving from the collection agency sometimes 4/5 per day 8am-9pm. I feel a harassment charge being filed. I just think that it is Crime that they can charge whatever, whenever they want, and the consumer can do nothing about it. NO recourse at all....just a ruined credit rating.
  • 0
    Sinh Chiem
    | 1 reply
    weather Roger Or Fido, scam gone on long enough, I had take a trip to the US recently and have taking trip to the US every year, this year I happen to have a smart phone with me, anyway the problem is when I got back, I had a $500CAN bill for US Roaming charge, I had a talk to the customer service, they keep say that the best they say they can do was cut that fee to haft to about $200, but trying to explained to FIDO that I didn't used the Internet, One Girl from Customer service at FIDO told me that I suppose to turn of the Roaming on the smart phone, and that is my responsibility and false, I have inform FIDO personnel that I will be taking this up to the BBB of Edmonton, and when the office open next week, I will be there filing a complain again FIDO Canada.
    • 0
      thatguy replies to Sinh Chiem
      You do unfortunately have to turn off your data yourself if your near an area where you signal will roam to a different tower or if your traveling and haven't changed your account for your trip.  I live on the coast near a border and whenever i drive near the water on the borddr side of the island I have to turn airplane mode on just so anything using data on my phone doesn't rack up charges, or just turn cellular data off.  There are often apps or things left open or set on on your settings that will continue to burn through data even when you think they are not running.
  • 0
    randy turgeon vancouver bc
    I was a Rodgers account holder for ten years up to the other day, for the last seven months ,since I upgraded my account with two smart phones my bills just kept growing and the worst part was I couldn’t even get into my account i.e. bills I thought I would switch to paperless billing to help save the planet well that was my first mistake, anyway I phoned on the 8th of august to complain  about my bill I was told my plan was all wrong and they would help me out and adjust my plan to best fit my needs, well ten days later I find out my bill doubled now I owe over 500.00 for two months service when my contract was for 140 per month plus tax . Not once was my bill even close to that amount. I phoned at least five times to have my bills sent to me and never received them until today after I switched to Virgin mobile now I have no contract and was given 100 per phone for using there service. I was told by Rodgers I would be charged 500 per line and so I should be seeing a bill for about 1700.00 and I paid about 2000.00 for the last seven months so that works out to about 500. Per mo .I will do everything I can to stop people from using there phones renting movies or using any service they provide
  • 0
    I SCORE
    Contact the FCC. Mention to them that Rogers is a part of fraudulent activity called cramming.
  • 0
    fred flintstone
    up yours, all of you!  You are a bunch of f ing thieves!
  • 0
    fred flintstone
    up yours, all of you!  You are a bunch of f ing thieves!
  • 0
    fred flintstone
    up yours, all of you!  You are a bunch of f ing thieves!
  • 0
    fred flintstone
    up yours, all of you!  You are a bunch of f ing thieves!
  • 0
    fred flintstone
    up yours, all of you!  You are a bunch of f ing thieves!
  • 0
    Timothy Zak
    Absolutely no way will I ever do business with Fido.  As far as I'm concerned, a contract, requires informed consent, legal object and the exchange of consideration.

    When they start acting as the collection agency for unsolicited, unreceived and unwanted services, they have violated their contract.  We need to seriously look into a class action lawsuit against these arrogant thieves.
  • 0
    takeing them to court
    so i wish i would have seen this two months ago ...i was in the mayo clinic for 1 and a half months called rogers befor i left and told them what was happening and what i should do she said not to worry she would put me on a 300 paln so i could have unlimitted everything ...and i did then i got my bill 5000 i almost [***] myself i called and asked what the hell was up and they told me romeing is what coast me 4650.00 i told them when i called the lady told me my bill would be 300 and they said read you contract i just wanna cry !!!!!
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