Rogers changed my plan without notice....

B

BekindtoAnimals22

New member
Hey everyone!

So I hope everyone had a great Christmas holidays, got themselves a cool BlackBerry or smartphone from Santa. Unfortunately for me, Rogers decided to be a Scrooge. I've been a very loyal customer of them for awhile now, and never expected this, so just thought I'd share my story and will update it with information when it comes available...hopefully this will help out other people in the same situation I'm in.

A little background info on my account: I have three total lines from Rogers
- 1.) My BlackBerry 8900 with my voice/data pkg
- 2.) A second line I set up for an ex-girlfriend I'm now paying for just cuz...dormant line

AND
- 3.) My Rogers Rocket Stick.

This is where the problem is...

My contract on the Rocket just expired on Dec 22nd/2009, my current price plan been the Flex Plan for up to 5GB for $85.00, and additional data is charged at $0.03/kb. However, this plan is a "grandfather" (expired) version with has a max charge of $100.00/mth, so essentially I can surf with unlimited data for $100.00/mth, anywhere in Canada. Gotta love it, right?

Well, today I got my email notification that my e-bill was ready to be viewed and gave me my current balance: $682.10!! I almost dropped my BlackBerry when I saw it that! Thankfully, I didn't. This amount includes all my lines, and my Rocket Stick line. My usual bill is about 250.00 mth which I'm quite used too and don't mind paying it because I know exactly why it's that high. But this was insane!

I look at my account details and it was as follows for the Rocket Stick:

Laptop Flex Rate Plan 5GB........ $85.00
Data overages: 14658358.00 KB 439.72

So I call customer service and they stated that the cap was changed to $500.00 max. I told the CSR that I was never informed of this change and therefore should not be responsible for the amount because they never told me about the change to my account. He did agree with me that I should have been told about it...

Well yeah...they changed my contact without telling me about it???

So they opened a case file and I'm supposed to know within 48-72hrs about what is going to happen, so that I can get my credit...definitely watching my usage from now on! OMG...

To be continued...
 
Ok, so here's the scoop:

on your October bill there WAS a notification of the new $500 cap that was implimented on your next billing cycle, so we're all supposed to read our bill and see this notification. So I talked to customer retention and told them my story and asked again what can be done because I did not find this fair since I also called in a couple times inquiring about upgrading and my plan, even had reps offer me other plans - this is where I think they understood my side because I told the rep offering me the new plan that I had a grandfathered plan that was 100 cap only and they agreed with me.

So instead of a credit in the term, they switched my price plan to the $150 15GB plan and made it retroactive, crediting me all the overages because of it...so got back over $300 in credits!!! Yay, Rogers customer service for helping me. I honestly have to say that this is the main reason I stay with Rogers is because of been treated like this...I usually get great service and excellent customer service from them.
 
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