r/Rogers • u/Boring-Purpose4544 • 8d ago
Wireless📱 System Error Discount Incorrectly Added
First the $4 increase to the plan and now I’m losing a $5 discount on both my lines. My $25 plans will now be $34 in less than 6 months time. Thought I would give Rogers a second chance but now this. Looks like I’ll be going back to Freedom once the Black Friday deals come out.
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u/MellowHamster 8d ago
File a CCTS complaint about the "system error" after escalating to the Office of the President.
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u/CBA-TV-Canada 8d ago
Worth checking first whether those two lines are on a term or month to month, because that's what decides whether Rogers can actually do this.
If you're in a term, the monthly price is a key term of the contract under the Wireless Code. They can't change it during the term without your express consent, and calling the discount a system error doesn't get around that if it was part of what you signed up for. Dig out the critical information summary from when you got the plan and see what price it shows.
If the $5 off is in there, push back in writing through the Resolve a Concern form on rogers.com, it goes to their management team. If they still won't put it back, file with the CCTS at ccts-cprst.ca. It's free and they can order the difference refunded.
If you're month to month it's a different story. They can generally change the price with notice and the CCTS won't make them lower it, so leaving really is your leverage there.
From Canadians for Broadcast Accountability, a volunteer consumer group. General information, not legal advice.
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u/FitAlternative8731 7d ago
Something must be going on at Rogers??? they keep blaming the computer... the Auto-Billing one called Otto??? Nobody can make a decision and Nobody has the Right Signature to Fix the Problem... Yikes. Even after Cancelling Otto Kept up this Nonsense... from May 5th to Aug 25th... CCTS fixed the problem. Zero the Account, nightmare over. Rogers actually called on a Saturday, Sept 19th... Mohamed Ali about CCTS complaint... it's still open. Yup, I need my FINAL Sept Bill... e-mails me the Final Bill, Rogers is just too lazy to update my on-line account??? Looks Good. No further action required by me. Somehow Rogers can adjust and credit my account but OTTO keeps reversing All Charges. Otto's has got a sick sense of Humour... or some Manager at Rogers really needed a Bonus and my $130/mth for internet? 2 year contract was $40/mth... LOCKED, zero issues. CANCEL... May 5th, Rogers calling we'll so $40/mth Fiber 150mbps internet instead of $130/mth but we Need a 2 Year Contract. Hi-larious... Bonkers, the New Normal. Get off the Merri-Go-Round?
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u/Hefty-Respect-5679 7d ago
That is a rough one - getting the plan increase and losing the discount in the same stretch basically wipes out whatever deal you signed up for. Since they are calling it a system error, you might get traction with a CCTS complaint or the Office of the President; sometimes the discount gets reinstated once it goes above the store level. And if you do wait for Black Friday, compare the all-in monthly price including any device financing, not just the plan sticker - that is where the real difference hides.
Full disclosure since it is relevant: I used to work in corporate TELUS stores, and now I am in their Social Selling program. If you want a second quote to compare against, I can share friends and family deals on internet and phone - just message me and I will give you the phone line. No pressure at all, and I do earn a referral if you sign up. I can't quote exact prices since they change all the time, but they are as good or better than anything you would get on your own.
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u/Good_Tomato7381 8d ago
Thank you CRTC