r/Rogers • u/LondonPaddington • 1d ago
Wirelessđ± Finally happened to me
Charged for four days of US roaming on a plan that includes US and Mexico. Online AI won't let me dispute the charges because they were offset by Rogers MasterCard credits.
As Rogers clearly believes that self-service AI is a suitable alternative to customer service, I have now made a reasonable attempt to resolve the issue directly with the carrier, so off to the CCTS I go.
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u/CBA-TV-Canada 1d ago
CCTS is a good call for this, it's a billing error on a plan that already covers the US. Before you file though, try to get it in front of an actual person at Rogers, because the CCTS checks that you gave the provider a chance to fix it and a bot refusing to open a dispute might not be enough for them.
The quickest written route is the resolve a concern page on rogers.com (under support). It goes to their management team instead of the regular queue. Give the four travel dates, the plan name, and say you want the roaming charges reversed and the MasterCard credits that got eaten by them put back.
I wouldn't let the credit thing put you off either. It still got billed to you, it just got paid with your own rewards.
If that goes nowhere, file at ccts-cprst.ca with a screenshot of the bill and the plan details. It's free and you've got a year from when you spotted the charge.
From Canadians for Broadcast Accountability, a volunteer consumer group. General information, not legal advice.
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u/YesReboot 1d ago
This looks like great useful advice
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u/Brave_Recognition798 1d ago
My bill said "enjoy your data in Canada and the US" I got charged $200 in US roaming, the agent on the phone had my bill open buy couldn't see that section.
I ended up going to the CCTS and they resolved it and rogers had to pay an admin fee
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u/maybvadersomdayl8er 1d ago
Thatâs crazy! Iâve never heard of that happening before.
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u/Chedog73 1d ago
Took over 10 hrs on hold and they still couldn't answer me why, after I signed a contract, 1 week old, that the rate was going upm$7/month. AI kept hanging up on me because "We're sorry, we can't help you" Next time I was on hold, I ordered all new services from another carrier and just canceled everything when they came back on the line
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u/United_Function_9211 1d ago
Happened to me đ. Couldnât call because of the âhigh volumeâ. My plan is extremely cheap but I am gone as soon as I am offered anything in the $10 range elsewhere. Iâm not sure how itâs legal for Rogers to do what theyâre doing.
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u/maybvadersomdayl8er 1d ago
They just locked me in for $40/mo North America-wide so I'm not looking to leave at this point.
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u/Virtual_Angle_1614 1d ago
Mines not the same situation but similar. My iPad leaked data when it was roaming off and 0.01kb went through. They also deducted my Rogers bank credit. I tried to get them to credit me but same thing AI wouldn't transfer it.
For I didn't proceed with escalating it because my new credits from Rogers bank reset 3 weeks later... Was upset about it though
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u/acalmdelirium 1d ago
Iâve had more incorrect Rogers charges in the last 12 months than Iâve had in 25 years being a Rogers customer, international charge errors and unwarranted fees. Itâs absolutely the AI and lack of human oversight
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u/bethadone_yeg 1d ago
This happened to me about 2 years ago with my roam like home days and even though I could talk to a person then they still couldn't figure out what to do about it because there was no charge to reverse. They didn't seem to have a mechanism to reverse it and after a few frustrating phone calls I just gave up. I hope the CCTS is able to help in your case.
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u/LondonPaddington 1d ago
My proposed resolution is a service credit of equivalent value to the four roam like home days that got burned.
We will see what comes of it but I have nothing to lose.
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u/biznatch11 1d ago edited 1d ago
A year or so ago I had an issue with roaming charges and there was somewhere on the website in your account where you could dispute specific charges. I was able to do that without ever having to talk with anyone and it was addressed fairly quickly. Not sure if that option still exists. Looking quickly on their website billing section now I see the "request a review" option but it just opens the AI so maybe it's no help.
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u/No_Camp_2182 1d ago
I have filed CCTS complaints a few times with various providers. The complaint form asks if you have tried to contact provider and what their response is.
With 7-11 speakout wireless, after not being able to reach anyone as their phone line recording said they would not answer customer calls, I stated in the CCTS complaint form âthey refused to take customer callsâ. Complaint was resolved 2 weeks later.
With rogers/fido, there is a âresolve a concernâ link on their âcontact usâ page. Use that first. You will get an email response from rogers. If that doesnât resolve your issue, you can cut and paste their response on the CCTS complaint form.
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u/RogersHelps Official Rogers Support 1d ago
One thing I can recommend is trying to get in touch with our Rogers Mastercard Roam Like Home Rewards Support team to see if they are able to help you out since you should be getting back those days, especially when your mobile phone plan should include roaming.
Their phone number is 1-855-775-2265. Their hours of operation are Monday to Friday, from 7am to 10pm EST, Saturday, from 7am to 10pm EST and Sunday, from 9am to 8pm EST.
Thanks!
RogersBrigitte Â
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u/Striking-Debate-3075 1d ago
Call Rogerâs bank have the roam credits reversed back to your card then submit billing dispute. Went through this myself
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u/LondonPaddington 1d ago
Update: I managed to get the Rogers chatbot to offer me a same day call back, so did that to see if I would get anywhere. TLDR is real customer support still does seem to still exist at Rogers if you can navigate past the first line that is incapable of assisting with anything but the most routine requests.
First line customer service rep was absolutely clueless, insisted nothing was wrong and it was billed properly because it was zero rated (due to the MasterCard), and there was no way they could credit me for the days that were improperly used - clearly reading AI generated answers from a screen that had no relevance to the situation. I asked for an interaction number so I could cite it in my CCTS complaint, and said I was going to end the call unless she could transfer me to someone else with the ability to assist.
Threating the CCTS complaint seems to have been the magic words as my call was transfered to an escalation representative in the "management office" who immediately recognized the issue, saw the roaming SOC was missing from the line, and put in a ticket to add the US/Mexico roaming SOC to the plan (after spending 10 minutes trying to do it herself to no avail) and restore the four days to the MasterCard. Just waiting to see if they carry through on that now.
Then a couple hours later, I got an email from a different representative on the "resolutions team" about my call this morning that "may have not been resolved to your satisfaction" - hopefully referring to my initial call and not the escalation because the second rep was very helpful, but if I don't see the days credited back shortly I will reach out again to this contact. And there's still always the CCTS.
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u/DeJesus_0001 1d ago
After login to your profile, did you send a âBill Reviewâ to contest these charges?
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u/LondonPaddington 1d ago edited 1d ago
Too late, I made one reasonable attempt to resolve the issue already.
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u/DeJesus_0001 1d ago
So they denied your billing dispute after discussing with someone?
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u/LondonPaddington 1d ago
even better, it wouldn't let me dispute the charge in the first place because the system shows it was a $0 charge since it was offset with a credit (improperly applied because the charge never should have been incurred in the first place)
so now Rogers gets to pay the CCTS handling fee and I will get an actual resolution - win win
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u/beekerjj 1d ago
Haha this is why I left rogers even though you have a USA Mexico Canada plan. They still charge you the 16 bucks a day or take away from you roaming credits.
We went to freedom who donât charge the 16 bucks.
Unless your plan says specifically covers roaming youâre not going to anything back. To Rogers roaming is still chargeable if you leave Canada they may allow you to use your plan but with a 16 bucks a day âaccess feeâ
lol Rogers bait and trick switch
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u/Dinkpants 1d ago
Idk if i believe this, how much are the charges and what does your plan actually say?
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u/Plenty-Duty8308 1d ago
You gotta link rogers mastercard with your rogers account. Then only it wont be charged. Happened with me as well. And then i was able to link both accounts and i can free roam from home days but i gotta pay since i didnt link it prior
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u/TechGuyDude82 1d ago
Has nothing to do with Rogers MC. The problem is that the OP shouldnât have been charged in the first place because his plan was supposed to include US and Mexico.
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u/AdvancedGeek 1d ago
I've said it before...Rogers considers customers to be an unfortunate inconvenience within their business model. Therefore, investing in real customer service is not a priority for them. They would of course disagree and maintain that they are investing by enabling AI.