I've been paying for a Rogers Pay-As-You-Go cell phone for my mother for about 6 years. She is elderly and this allows her to have a "lifeline" if she is out of the house, but she does not use the phone very often. A couple of days ago, she tried to make a call, but it indicated there was zero balance.
Checking the Rogers web site, it showed that up to early February, 2010, there was about $109 on the phone, and I had it set to top-up from my bank account every two weeks. In early February, Rogers, without explanation, cancelled the entire balance. Furthermore, they happily accepted the three payments from my bank account made since then, but cancelled this balance the very next day.
I contacted Rogers by phone, but they simply put me on hold for 20 minutes then hung up on me. Next, I tried their web "customer service" and was informed that they had changed the minimum top up to $20. They had my mailing address, my e-mail and the number of the cell phone, but made the conscious choice to not inform their customer so that they could steal the $109 on the phone account, and furthermore accepted the top-ups three times and immediately cancelled the balance without informing their customer.
Poor customer service can only be pursued as a civil matter, but accepting these three payments and failing to provide any service whatsoever for these payments transforms this to fraud - a criminal matter. That is how I will pursue this.