Rogers Bills - Gotta Love 'em - Canadian TV, Computing and Home Theatre Forums

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post #1 of 22 (permalink) Old 2009-01-30, 07:23 AM Thread Starter
 
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Location: Scarborough
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Angry Rogers Bills - Gotta Love 'em

I recently bought a cellphone for my son and added it to my Rogers Cable bill to take advantage of bundling. I just received by new bill for both wireless and cable. Man, you need to be an accountant to understand this thing. It appeared that they did not take into account of the fact that I paid my previous cable bill because they charged me for last month's bill. I phoned up Rogers and in the intervening time period waiting in the queue for a CSR, I figured it out. So fine, now I'm happy, NOT.

A couple of days later I get around to paying the new bill through on-line banking. I was just about to pay it when I just happen to notice that the new bill has a different account number. How did this happen? I call Rogers. they said that when I added the wireless, they created a new account for both (but nobody told me this). The old account is only good for cable. So if I paid my new bill via the old account, I would end up with an overpayment on my cable and no payment for the wireless. Needless to say, the no payment for wireless would likely generate interest charges. I'm thinking why didn't anybody tell me this before? I could have made a costly mistake, or maybe Rogers wanted me to make the mistake to generate extra revenue.

The moral of my rant, CHECK YOUR ROGERS BILLS EXTREMELY CAREFULLY, especially if there has been any changes.

Another point. I noticed on the new bill, there is no telephone number to call for inquiries (I had to look up the number off the previous month's bill). Convenient afterthought or by design given the circumstances?

Roger's you don't miss a trick.
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post #2 of 22 (permalink) Old 2009-01-30, 12:36 PM
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I consolidated both my Wireless and Cable bills last year. If you do this, your wireless BAN number becomes the primary, so when you pay that BAN you are paying both accounts, because there is a special consolidation code on the account with a reference number to the Cable BAN. BTW BAN means Billing Account Number for you people who dont work in banks/billing inquiry jobs.
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post #3 of 22 (permalink) Old 2009-01-30, 12:55 PM
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Quote:
I just received by new bill for both wireless and cable. Man, you need to be an accountant to understand this thing.
Isn't it ridiculous?

I always chuckled when seeing my Rogers bills at how people making that much money couldn't construct an easy to read and sensible bill. The reason they had to create a new number for you and the reason the bill is so convoluted is the Rogers IT systems are so antiquated and they don't have a consolidated view of the customer.

I remember when I worked there Ted wouldn't spend 5 million bucks to create a data warehouse for a single view of the customer. Remember this is a company that is making billions annually!

At the time, that $5 million would have paid for itself in a matter of months
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post #4 of 22 (permalink) Old 2009-01-30, 03:27 PM
 
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I'm sorry you weren't informed of that, RandyC. That was definitely an oversight on the part of sales representative.

As to the phone number, look on page 3, for some reason it was put there. I did put some feedback through requesting that it change back to page 1, but I don't know where that will go.

If the payment had gone through with the old account number, it could have been fixed, and you would not have been charged any interest due to the issue. It happened to me once, back when I added a cellphone onto my account.

I do apologize again for the bad troubles you have had in regards to customer service, though.
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post #5 of 22 (permalink) Old 2009-01-30, 03:49 PM
 
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Originally Posted by hugh View Post
I always chuckled when seeing my Rogers bills at how people making that much money couldn't construct an easy to read and sensible bill.
That's probably because they don't want to make their bills easier to read. It is easier to manipulate customers when they are kept in the dark.
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post #6 of 22 (permalink) Old 2009-01-30, 07:41 PM
 
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Also check the due date when you make changes. I got caught on this as they moved the due date up by one week causing my bank payment to be late. They did wave the late fee but Caveat Emptor.

Paul C Baden, Ont (Rogers - Grand River)
Multimedia: Pioneer PDP-4270 - CISCO 8642 PVR - Rogers Express Internet
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post #7 of 22 (permalink) Old 2009-01-31, 09:47 AM
 
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even if you had made a payment to your old account #, it is still linked to your one bill account#.

the payment still would have been received and gone to your new account #.

it's not some scam that they are making money from.
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post #8 of 22 (permalink) Old 2009-02-01, 07:45 AM Thread Starter
 
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Unhappy

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even if you had made a payment to your old account #, it is still linked to your one bill account#.

the payment still would have been received and gone to your new account #.

it's not some scam that they are making money from.
This is not what the CSR told me. I asked that very question and he confirmed what I said earlier, ie there would no payment for the wireless.

As a matter of interest, I checked all my bills to see if there were any changes in account number and found that my Bell bill had a different account number than when I originally setup online banking. Even though I still used the old account number for payments, it still shows up in my new account. I recall that Sears does this too. So, Roger's, being such a large and technologically advanced company, they are still in the stone age when it comes to billing and customer service.
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post #9 of 22 (permalink) Old 2009-02-01, 09:36 AM
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It forever amazes that Rogers Bell etc just blithely ask people to change the billing numbers etc.

They could easily program a legacy number to redirect to a new account number at no inconvenience to the user. The cost would be negligible and would result in far fewer billing issues and wasted CSR time and calls.

Unfortunately, these decisions are typically made by a senior manager who has no idea what the impact of the decision will be and never bothers to investigate saner alternatives.
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post #10 of 22 (permalink) Old 2009-02-01, 08:27 PM
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Rogers proceeded with "bundling", despite having multiple and incompatible billing systems (each for cable, wireless, etc). A specially designed "background process" was cooked up to enable the bundling aspect of billing. Unfortunately, since all of their billing systems are both antiquated and incompatible with one another, there are often errors.

Therefore, the advice to closely check your bill is very accurate.
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post #11 of 22 (permalink) Old 2009-02-02, 02:29 AM
 
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What puzzles me with Rogers antiquated and apparently deliberately convoluted billing system is that the "mistakes" are always favorable to Rogers?

Has anyone experienced it any other way?
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post #12 of 22 (permalink) Old 2009-02-02, 02:37 AM
 
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I experience it daily when someone's promotion ends before their billing cycle. Since we can't downgrade the channel/package until the end of the cycle after the promo end date, we end up crediting the difference.. resulting in a customer recieving up to an extra 29 days of content free of charge.
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post #13 of 22 (permalink) Old 2009-02-02, 02:57 AM
 
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I pay my bill annually so as not to deal with Rogers monthly. I don't make changes that should result in additional charges or otherwise. But each year is a headache and wasted time on the phone with a CSR "crediting" mistakes.

Fine, give me a free promo but don't start adding it to my bill "unless I call to cancel" do it automatically "unless I call to retain".

And what I would like to see is not some extra days of something that I don't want nor care to watch if paid to do so but rather to be able to see what I do pay for and can watch, that is an IPG that shows subscribed channels.

It seems to me that Teddy was not only a savvy business entrepreneur born rich but also a greedy old plick.
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post #14 of 22 (permalink) Old 2009-02-02, 09:01 AM
 
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they said that when I added the wireless, they created a new account for both (but nobody told me this
but you said this earlier, and when this is the case, the money WILL automatically transfer over even if you paid the old cable account #. so unless some rep manually created you a new account for wireless(which I can't understand why, cause it's a lot more work to do, and they would have had to grab all you ID over again). then the current rep who told you the money woudn't transfer over was incorrect.


Even if that second scenario happens, and for some odd reason the transfer does not occur, all it takes is a call to consolidated billing to manually move it over, and they would waive off any late fee that occured because of it.


Quote:
hugh: They could easily program a legacy number to redirect to a new account number at no inconvenience to the user. The cost would be negligible and would result in far fewer billing issues and wasted CSR time and calls.

That's exactly what it does, as long as it's done properly, and it takes little brain power to do it, although problem being not everyone has that minimum requirement
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post #15 of 22 (permalink) Old 2009-02-07, 07:39 PM
 
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according to Rogers 12 page invoice I save over $700.00 a month!!! My bill is only 300 per month, are they nuts?
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