| Need Help
i am posting on behalf of my GF
In August I called Fido to ask about my cancellation policy and it was $200.00+ to cancel.
So I went to Rogers to ask what they can do for me. The guy told me I wouldn't have to pay a cancellation fee if I transferred over from Fido to Rogers. This was to be done internally through his Manager. Obviously if I didn't have to pay anything, I took the deal.
I separated my account from Fido which has been open for a # of years and Rogers guy provided me a temporary # to do the switch. Rogers guy even read me the eligibility list required to switch from Fido to Rogers.
In September I received a final bill from Fido which was $70.00+, which the lady explained that I have to pay one more month prior to cancelling. That was understandable so I paid it.
Near the end of September, I received a Cancellation bill for $150.00+ which I was told I wasn't supposed to get from Rogers guy. On the bill, it looks like they took my August cancellation quote of $200.00 and subtracted my September Final bill of $70.00 to create a final cancellation quote of $150.00+.
Whatever … so in October I went to a Fido Store to pay for the bill of $150.00+ and there was a balance of $0.00 written on my account.
I called Fido and the Fido Customer Service guy said there is a balance of $0.00. I explained to him that I switched over from Fido to Rogers, etc. His own words “you shouldn't have to pay a cancellation fee for switching over”. Regardless, my account balance is $0.00 and I shouldn't have to worry so that was settled in my mind.
At the end of October, I got another bill saying I haven’t paid for my previous one for $150.00+.
I called Fido again in November. This time, I spoke to another Fido guy explaining again my situation. He transferred me over to Roger’s and I spoke to a Manager. (I didn't understand why because Fido was the one billing me but Fido guy couldn't even explain to me why either. Just that they can’t access my Roger’s account.) I explained my situation again to Roger’s Manager. His own words “yes… you are right … you shouldn't have to pay for the bill. I will get this figured out with Fido and someone will call you back. He left me with and ID #.
No one called –and I guess this was my bad for assuming that everything had been taken care of because I haven’t heard back from any one.
At the end of November, I got another bill for $150.00+.
In December, I had several missed phone calls from Fido. I saw a phone call once and was about to pick it up, but as if as soon as it rung, they hung up. I have voice mail and no one left messages.
I picked up a phone call where I explained to another Fido lady my situation but at that time I did not have any information on me (my Fido account # and my Rogers account # and ID #s). She couldn't do anything for me so the conversation ended.
Beginning of January, I called Fido Relations and the lady explained that switching accounts has to be done through Fido Interbrand Department. And I had to speak to Rogers because they’re the ones that processed my accounts. If there is a mistake, it will be Rogers responsibility which made it clear to me why I should be contacting Rogers.
She transferred me to Rogers where I spoke to a Rogers guy who transferred me to Rogers Manager. The manager told me Interbrand should be done prior to switching accounts. Since the process was done incorrectly, I have to contact the Rogers in store Manager with all my documents or pay for the Cancellation Fee, and that he couldn't do anything more for me. (As if I was the one who put myself in this situation…)
Immediately I contacted the Rogers in store Sales guy I dealt with in August. He said he didn't know I was being charged a final bill and will get back to me.
Today, I received a phone call from Rogers Communications saying if I don’t pay the final bill, it will be transferred to a Collections agency on the 16th. This confused me, because the entire time Fido was the one billing me so why is Rogers calling to notify me of this?
I am at a lost … this whole time I thought I didn't have a problem and after 5 months, they are telling me it’s going to a collections agency… I feel I should pay before the problem gets bigger …
All of my phone calls, both Fido and Rogers customer service, said they “will make a note on my account” of the situation each time I called but I found myself explaining the full story to each person I spoke with.
TIA
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