Rogers Advice
 

I recently went to New york for 5 days and I purchased US data roaming package (500mb for $100). I have a 3g ipad on my phone account and had no idea if it would be covered under the roaming package while I was there. I phoned rogers to ask and after 20 minutes of the representative trying to find out she informed that "yes", the ipad would be covered. I trusted her answer and went to New York and used the ipad a few times.

Last night I took a look online and noticed that the ipad had a $545.16 bill on it for data roaming. I phoned in to see what happened and the billing agent informed me that the charge was valid. I disagreed and she transfered me to the escalation department.

I explained to them what had happened and she informed me that they have a record of me phoning in and asking about data roaming but the agent didn't write down the outcome of what I had asked.

I thought I had a pretty strong case:
- I bought a roaming package
- I phoned in to check if it would work with my Ipad
- I was told "yes" it would
- I was apparently given the wrong information and then charged for it

The escalation agent offered me a 25% reduction on what I was being charged and I refused it and told them I would accept nothing less than a 100% reduction.
At this point it was a stale mate so I laid it out for them: My contract with them ended last month and I will be taking my business to another company if there is no satisfactory offer.

My question is, what should I do next? I've never had any problems with a phone company before and I'm pretty sure asking for retention department is obsolete advice.
Any insight is appreciated.

file a complaint here. CCTS · CPRST

explain your situation to them. hopefully, a rogers rep will phone you back in a few days to solve this. for the record, next time ask the reps to put a note on your account for reference.
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Thats why you have the voice recording app on the phone and turn that shit on EVERY time you call in...

That doesnt work... Ive tried many times before I hung up to the crs to make sure they SAVED the note or convo.. next time I call in, Nothing, Nada... which is why I left rogers... was with them for 10 years... left them 3 years ago and never looked back..

So wait.. You bought a roaming package for your cell phone, right? I'm gonna guess you have an iphone?

If that's true, I bet its confusion. The rep probably thought you meant putting the sim card from your iphone in your ipad, OR, possibly tethering.

Goodluck, man. Dealing with Rogers is harsh. They would only offer me 30 minutes of free minutes when I called in regards to a friends roaming problem.

You might not get 100 percent. Fake it till you get a good percentage, accept the offer, wait a week, and then cancel
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I had to call almost fifteen times to get back $1200 they owed me
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you never trust ROFIBELUS agents. NEVER! If they have to "look up" and takes them more than 2mins to find and answer it's trouble.

Also always get a ref# , agent id, agent name. So when you go back to fix their misinformation you are armed with info. It's a cat and mouse game.

CCTS is your best option as another poster mentioned. Also submit via Rogers Ombudsmen but CCTS will get you a reply within 48hrs.

Not sure what you ended up deciding but my gfs dad had a similar problem.
Report them to the BBB. Thats what he did and the manager phoned him personally and said his roaming data charges would be covered. they never should have been there in the first place.not saying it will work for sure but its worth a shot. Even if they cover you take your business elsewhere anyway just cause you can
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