Rogers - misleading Roaming voice and data packs

ComplaintsCellphone ProvidersRogers Wireless

Complaint

0
Matthew Seagrim
Country: Canada
I recently had to leave the country for business. I called Rogers, my cell phone provider, to buy a voice and data pack for the trip so I could avoid the insane roaming charges.

I spoke to a call centre rep. She asked me how many minutes and MBs I needed for the trip. I asked her to look at my usage and make a recommendation, since I had no idea how many MBs I would normally use. She made a recommendation and I bought both package. I asked if I would get notified if I was going over my usage. She assured me that they would send me a text message.

During my trip, I used my phone as I normally would. I never got any notice, but I was worried that I had gone over. When I got home, I called Rogers and asked another CSR to look at my account. She looked at everything and assured me that I had not gone over and had nothing to worry about. I bought another two packages one the same call since I was going away again.

A few days later, I got my bill and it had over $650 in data charges for over-usage. I have complained to Rogers and got the following response from Sabrina:

"In regards to the question noted in the e-mail below you have provided us with the information that was requested. We are unable to review your correct data usage until your invoice has been generated. When roaming off the Rogers network you are unable to view your roaming usage from your MY Account application on your device. Upon review of your account, I am able to confirm that there was a data package added to your account for 10MB US data package.The charges you have incurred for Data roaming charges are legitimate. I have not made any adjustments towards your account at this time. "

So, I was completely misled before I went on my trip. Rogers has absolutely no way of knowing how much data you've used if you're roaming. The CSR, probably through lack of training, completely misled me and allowed me to rack up this huge charge. Now, Rogers is telling me it is my problem.

Don't trust what they tell you. I have all of my services with them: home phone, internet, cable, two iPhones. I'm planning on cancelling everything unless they do something about this.

Comments

  • 0
    Kristen
    You think that is bad..my bill was $8500!!! becasue of the same reason.  Roaming charges, and apparently the coverage for texts the advised me off, did not include them telling me that each text message was a dollar...and over 6000 texts later..this bill =was atrocious!!!! How dont they even cal you when you are approaching $2000 - let alone over 8000!!!!! I have just left them..I too had every service with them...and four cell phones..They wont do a thing for me either..so Im GONE and they wont get a penny out of me either!!!! I wish I had your $650 bill at this point..LOL
  • 0
    John
    I just rec'd my bill and it was $950!  One night in Seattle I was charged $600!  I didn't know about the data roaming charges, which is my fault I guess.  They offered to give me 3 months of additional minutes and data, but my monthly usage is nowhere close to what I get so the offer was useless.
    They must get these calls all the time.  They told me I should have signed up for a travel plan, after reading the above, maybe I'll just leave the iPhone at home.
  • 0
    Patrick "Bear" Maloney
    I can't understand why a company like Rogers can't get their customers a deal on US Roaming charges. To me the idea of tough luck you should have read the fine print doesn't cut it. I expect Rogers to protect my interests and not use a one off trip to the USA as an opportunity to gouge it's customers. I live in Niagara so you can get billed US roaming charges without even leaving the country. With the state of GPS technology I can't understand how they can let this happen. I'm looking for a new carrier and I will let my fellow Ontario Real Estate agents know about it.

    Really pissed off ....... The Bear
  • 0
    GEORGE TICKED
    I BOUGHT A TRAVEL PAK IN JAN 2013 AND USED 1/2 OF THE MIN PURCHASED. SO IN FEB I PURCHASED A PACK WITH LESS MINUTES AND LOW AND BEHOLD I WAS CHARGED $125 ROAMING CHARGES. I HAD A CHAT WITH SUPPORT AND THEY TOLD ME THE 2 PAKS TOGETHER, WENT OVER 100 MINUTES AND THAT IS WHY I WAS CHARGED ROAMING. I ASSUMED BUYING 2 DIFFERENT PAKS WOULD ALLOW ME THE MINUTES ON EACH SEPARATELY. BUT GOOD OLD ROGERS FOUND ANOTHER WAY TO SCAM US. I PURCHASED ROGERS BECAUSE OF OUR REAL ESATTE ASSOC., BUT WILL INSURE ALL OF MY FELLOW AGENTS ARE AWARE OF ROGER'S BULLS___.
  • 0
    Jeremy
    I just cancelled my Rogers cell plan and if I could afford to right now, I'd have cancelled everything else. I spent a week in NJ. I used the $7.99/50mb data roaming option, a charge I expected and budgeted for. When the bill came in, I was charged 360 extra for 4 days worth of phone calls I didn't make. One phone call per day, 4 days in a row. One call was 99 minutes. I don't think I've made a 99 minute phone call in my life, which I'm sure they could check based on me having been their customer the last bunch of years. Their response: "Too bad. Pay the bill."

    The first CSR I spoke to guaranteed "100 percent" that Rogers doesn't even offer a $7.99/50mb roaming deal - something offered right on the website. That alone should pretty much spell out how the rest of the interaction went.

    Anyways, the 2nd lady was very friendly and polite, but could do nothing to resolve the matter. Not that Rogers cares, but they've lost a customer for life.

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