Re: [shocked] Rogers Long Distance Saver never credited

[shocked]

I am hoping someone can advise me on how to proceed.

I have been with Rogers since 2001. In September 2005, I opted for the long distance saver option for 4$ a month which would give me 40% off regular long distance rates. I was told at that time that it would take effect immediately and the price I see on my bill for long distance would be the discounted price. Since September 2005, I never questioned the charges and kept paying the bills.

Tonight, I was calling Rogers to clarify my roaming charges when the customer service representative kindly informed me that the long distance saver was actually not being credited even though I was paying for the service. I was actually paying full cost for long distance for the last 18 months!! He then said he would transfer me to Accounts so they could credit me for their mistake, for the last 18 months. Accounts said this is not their problem and I should speak to someone in Customer Service. I was transferred back to Customer Service when the kind lady told me she could only credit me for the last 3 months, as per the stipulation on the back of the bill which says you have 90 days to dispute your bill. She credited me $106 for the last three months, the amount I would have saved if the service I was paying for was indeed implemented. She also gave me $75 as a 'goodwill' pay. She said I would not be able to get a refund for the other 15 months.

My problem is if I knew that something was wrong with the bill, I would have brought it to their attention earlier, obviously. They do have access to my bills for the last 18 months (I have access to May 2006 online) and if it only took her 5 minutes to credit the last 3 months, why not refund what they rightly owe me for the whole time period since this is their mistake? I have just finished another contract and am really doubting now if I will stay with them.

I am not sure about what to do next since I have never done this type of thing before. Would speaking to someone else work? Or a manager? Or is this a dead situation?

Thank you in advance for your time.

[dellite]

I think you're right they have a computer with all that info, but the '90 days to dispute your bill' probably killed your chances.

Really, they'll be wondering why you never checked earlier.... so I guess it's protection for them You could of course continue to talk with them, ask for a manager or something. You'll have to phone in since they'll be th ebest help.

[shocked]

Thanks for your reply. I really appreciate it.

I did call Rogers and speak with a manager. The first 45 minutes were spent listening to how Rogers should not bear all responsibility and that there was absolutely no way they would refund the 18 months. He basically told me, in not so many words, that I should have realized that I was being ripped off earlier and said something about it. :@
I only told him 100 times that I was told by Rogers that the amount shown on my bill was the discounted price, and that obviously I would have complained in the 90 days had I known this was happening. He then replied that the $180 refund that they did give back to me (about 1/6 of what it is actually owed for the 18 months) was a "generous" amount for their mistake. He then suggested an "attractive" new package for me, only if I signed on another 2 year contract. :@

Lesson Learned: Take your calculator and add up each call on every bill. (He seemed to think I have the time to do this) Oh well.

[ruby]

Yea, once these guys default to the 'contract' then you're kinda screwed. Usually they have a pretty generous leeway if you mess up, but they always have the 'contract' to fall back on and keep you in a bind. You got some deals so that's about it me thinks [crazy]