Rogers Cellular complaint

I have been battling with Rogers Wireless about how they bill their

customers.

The background is: I got a plan with 150 anytime minutes and 25 cents

per minute after that. After a couple of months into this new contract

with these people, I receive a notice that since I do not spend enough

money per month on their services (their basic plan) that they cannot

send me a detailed bill.

At the same time of this notice, I noticed that my bill had increased,

due to the extra minutes that I had supposedly used.

Well I phoned to complain about this and got them to agree to send a

detailed bill the first time. When I received this bill, I noticed that

only outgoing calls were shown and around my allocated 150 minutes, a

number of incoming calls are now appearing on my bill. None of these

charges correspond to my minutes on my phone that I have recorded.

A couple weeks ago, I phoned them again to find out why this is

happening and was told by a call center agent that Rogers does provide

detailed bills and the rule to provide them was changed back in

December 2005. I demanded that they send me all bills from that time.

They said they would and they would be there within 5 working days. I

wait 2 weeks and get one bill (and no incoming calls showing).

I wrote a letter to the BBB in Vancouver. Well, after two days I get a

call back from a manager in Vancouver (who had heard from the BBB) and

somehow we agree to send me the detailed bills from early 2006.

Last Friday I received my bills, but with no detailed incoming calls

again.

They also will not connect me to the manager who I spoke to last

through their toll free number and must phone her and use my personal

minutes to get some more answers.

I phone back and find out after 2 hours of phone tag with many agents

and managers, that I am not eligible to receive detailed bills and they

won't send out anything.

Rogers responded that they do not show incoming calls because of

privacy legislation (what an appropriate excuse) even though

approximately 6 months ago I was able to go over the incoming call

numbers over the phone. I told the manager this and she told me that I

was lucky to get them to do this.

I believe that Rogers is padding my account and is hiding behind

privacy legislation to hide their padding practices.

I cannot believe how bad I've been treated by this company since after

I signed this contract and cannot see why, since I'm paying for this

service, that I cannot get detailed billing so I can tell if they are

padding my bill.

I will never use this company again when my contract expires early next

year.

If it is all possible, please run an article on this scam and I bet you

receive many more emails like mine.

Thank you so much for your time

Ron Rachul

Coquitlam BC

Comment On This

Are telemarketing calls from Rogers Cellular driving you crazy? Have you asked them to stop calling yet the calls continue? Have these calls been eating away at your airtime? Are you ready to send a message to Rogers that you’ve had enough? If so, send me your name, cell number and story. We are collecting and forwarding this information to the CRTC and if enough people respond there may be a possibility of a class action lawsuit and / or credits from Rogers to compensate for the abuse of your phone number and wasting your time

Thank You

Mark

kawartha.lakes AT yahoo.ca

Comment On This

I swear I could have written this same letter with some additions.

I've also had problems from the first month of my 3 year contract. 1st the phone was not working properly and kept cutting out even while I was on the phone with Rogers...I was told by their own people that the only thing I could do is to report the phone lost or stolen, pay the close to $80.00 charge and they I would recieve a new phone. I had contiuous over billing.

When I went on a trip to Alberta I called ahead to make sure that I would not be charge long distance while I was gone. They assured me I would not. When I got home 'Can you believe it' an extra $30.00 long distance charges...

Now I've gone to another provider and refused to pay the final bill. Of course now they've sent me to collections.

They can threaten me and get satisfaction because I don't want this on my record for 6 years...

How can I get satsifaction from them?

As far as I'm concerned they are Corporate Thieves. I have picture of a banner that is hanging on a fence close to here that states this...I know to that others have problems with this company.

For being a communications company they aren't very good at it.

Most angry at Rogers!

Karen Kirkwood

Abbotsford, BC