Complaint / review / scam report
Rogers
Cancellation of wireless service

Why not to go for a Rogers wireless contract:

To Rogers, a good customer (who pays his/her bills on time for years) does not mean anything. They would rather screw you over for a few more dollars.

I am complaining about the wireless cancellation policy of those ridiculous providers here in Canada.

Before my contract's term was over (in November 2010), I cancelled/switched to another provider. Now Rogers is charging me 100$ early cancellation fee. Recently those fees have been outlawed in Quebec (Bill 60 which came in effect on June 30, 2010).

Asking Rogers politely to waive that fee resulted in the following email conversation:

[...]Unfortunately, we cannot waive the charges as they are valid and are in accordance to Rogers' terms and conditions. For more information about our terms and conditions please visit www.rogers.com/terms .

Early Cancellation Fees are mandatory and applied to all wireless accounts that are on a contract. The fee is $20 per month for the remaining months of the commitment. The minimum fee is $100 and the maximum fee is $400.[...]

[...]In your previous communication you noted that there is new legislation forbidding early cancellation fees and that you would be handling the matter to your lawyer.

The legislation that you are referring to is Bill 60 which came in effect on June 30, 2010. The new rules only applies to agreements taken (or renewals agreed to) on or after June 30, 2010. Since the original commitment had been agreed upon xx/xx/20xx, the early cancellation fee is valid.

For more information more information on Bill 60 and its impacts, we kindly ask that you visit the "Office de la protection du consommateur" website at http://www.opc.gouv.qc.ca/Webforms/PlanDuSite_En.aspx [...]

[...]Upon review of your account and the information provided by Andre B, the

charge for Cancellation is accurate and we would be unable to reverse

any charges on your final invoice.

Further review of your account shows that you accepted a special

Hardware Upgrade at which time we had provided a substantial subsidy for

that device [authors comment: the cheapest that was available at that time, by the way]. By accepting this offer on xx/xx, 20xx you were

renewed for 2 years. My review also shows that you accepted a

promotional price plan which offered subsidized services compared to

regular services that are offered. These combined changes to your

account have been reflected on your monthly invoices as changes to your

services and as such by paying for the service shows your acceptance of

our Terms of Service which are provided to you monthly on Page 2 of your

invoice.

Regretfully [..] we will be unable to adjust this charge therefore

the balance on your account of $xxx.xx is due by or before xx/xx,

20xx. Any balance unpaid after the due date will be subject to a late

payment charge of 2% per month compounded monthly (26.82% per year)

until paid in full. Please note that if balance is not received your

account may be forwarded to a collection agency which may negatively

impact your credit bureau.[...]

[...]Rogers provided a discounted phone to you for $xx.xx on

xx/xx, 20xx. When Rogers purchases phones from a manufacture we do

so at full price. We will subsidize the cost of phones when a customer

agrees to a new term or contract. The retail cost of phones range

anywhere between $200-$1000 depending on the type of device such as

Voice, Quick Messaging or Smartphone. This phone was substantially

discounted and therefore the Early Cancellation fee is applicable and

will not be adjusted.[...]

My response to this included:

What are you trying to say anyways? That I should be grateful for having been allowed to pay for my old contract and I should be grateful for being charged 100$ for nothing? If I could, I would very much like to speak to your supervisor but I guess it is not really your fault but more a company wide policy to try to exploit customers as much as possible.

Response:

[...]As Steve has advised in the previous emails, the early cancellation fee is valid and will not be waived. We appreciate your past three years with Rogers and the final billing due is $123.40.[...]

So please everyone, do NEVER EVER sign up for a contract with Rogers. They should be taught a lesson and I will try everything in my legal power to make this the a bad experience for them!

regards

Ronny
Author: Contact with Author

Offender: Rogers

Country: Canada   Province: Québec   City: Montreal

Category: Telecommunications

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