Ongoing Charges Despite Service Cancellation – Unacceptable!

[Nayna]

I cancelled my Rogers service on April 11 and returned the modem and TV box using the provided return label. Yet, despite multiple calls and emails over the past two months, Rogers continues to charge me for a service I no longer use and have already cancelled.

Every time I call, the customer agent gives me an interaction ID, claiming they’ve requested the cancellation and initiated my refund—promising I’ll receive it within 72 hours. But here I am, two months later, still paying for a service I don’t use, with no cancellation processed and no refund issued. They simply update their notes, hand out interaction IDs, and do nothing.

This is beyond frustrating. Rogers is taking my hard-earned money for a service I cancelled months ago and refusing to do anything about it. Absolutely unacceptable customer service!

Agent/Manager Shivam was extremely rude and unhelpful. He repeatedly made false promises and ultimately refused to provide any assistance.

[RogersMaude]

Good afternoon @Nayna, 

Welcome to the Rogers Community and thank you for bringing this up to our attention. 

We’re committed to offering a dependable experience and apologize for any iconveniences this matter may have caused you.

We'd be happy to take a take a deeper look into this and address any concerns you may have. 

Please send a private message to @CommunityHelps so we can assist you further. For more information on our messaging system, click here. 

Thanks!

RogersMaude 

[Nayna]

I have already reached out via Facebook Messenger, Instagram, chat, calls, and emails, yet no solution has been provided.

My service was canceled on April 11. I had already paid for April in March, but I was still billed for two additional months. On top of that, I was promised a refund of $128, but now I see an additional charge of $48. My two-year plan ended in April, and I have already paid for everything—so why am I being charged for a service I am no longer using?

[Nayna]

I requested service cancellation under inteaction ID on April 11, with my plan ending on April 12. The payment for March 2025 had already covered service until April 11.

I returned the device on April 13, and another case (I*****2180) was created on May 16, stating that my service would be canceled and I would receive a refund of $128 + $14 interest within 72 hours. However, nothing has been processed.

Now, I see a $48 charge for May 2025 for a service I canceled on April 11. This needs to be addressed immediately.

[Nayna]

Everyone simply promises me that I will get my refund but nobody is actually working towards providing me the refund.

[LordDrakkon]

Not all services are billed in advance unkess you are on a prepaid service. Also, cancelling so close to your next billing cycle, the bill for the next peroid would have already been generated. If you want to cancel a service. It is best to do so at least a few business days before the start of your next billing cycle. Bills usually gwnwrate 2 to 3 days prior to the start of the next billing cycle.

[Nayna]

That what did , I cancelled my service way ahead of the my next bill generation. It's been 3 months that I added a service cancellation request, I keep getting false assurance that no new bills will be generated and your refund is on the way.

After three months I am not getting any money back from Rogers instead just false promises that we are working on it. Rogers is not bothered to take my case seriously or refund my money. I believe this is how Rogers pay salary to their employees but wrongfully charging the customer for month's and then mentally troubling them for months when they requested refund.

[RogersYasmine]

Hello @Nayna ,

We've attempted to assist you via PM but unfortunately, we haven't heard back. If you would still like our assistance, kindly respond to our PM and we'll be happy to continue investigating this for you.

Thank you,

RogersYasmine

[Nayna]

Can you be more specific as to how you attempted assist me via PM , because I haven't received any calls or emails from Rogers in your fake attempt to assist me and resolve my issue.

You guy's just know how to keep the fake apologies. Have no intentions to refund my money