Rogers sucks, part infinity – UPDATEDPosted: September 21, 2013
Like you, I pay my bills online. With Rogers, I have several accounts: blackberry, two iPhones, home phone, Internet, cable. As a consequence, I pay them a lot. And often.
I realized yesterday that I had forgotten to pay my cable bill so I called Rogers’ 1-888 number, went through the automated steps, identified my postal code and phone number associated with my accounts and which account I wanted to pay. Then I paid 200-plus dollars through my Visa. As I have done many times before without incident.
At the end of the call Rogers sent a text message to my iPhone confirming the payment. There was just one problem.
THE ACCOUNT NUMBER ISN’T MINE.
First thing this morning I called Rogers. I figure they could apply my Visa payment to my actual account and everything would be fine. Easy peasy, right? Wrong.
The first customer service person I got didn’t seem to understand the problem. After not-so-patiently trying to explain it, she tells me that the responsibility is Visa’s and that I need to speak with them and dispute the charge. I told her that was ridiculous. She also refused to agree that Rogers was at fault for wrongly assigning my payment to someone else’s account.
I called Rogers back and got a different person. Explained the situation again. He went into the system and found the payment I made. Great! Perfect! Now Rogers will transfer the payment to my account, right?
Rogers is refusing to do so until the account holder of the account that isn’t mine pays his bill to a zero balance.
I’ll give you a second to digest that.
Yes, Rogers is now holding my $200-plus payment hostage and using it to pay the bill of an account that I’m not responsible for – after Rogers wrongly put it there in the first place.
Not cool, Rogers. And, quite probably, not legal either.
UPDATE: After 8.5 hours, a Rogers social media guy named Ravi and dozens of DMs on Twitter, we may have resolution.
Ravi worked all day to get my $266 applied to my account. I won’t know for sure until I see it appear on my Visa but I’m cautiously optimistic.
I’ll keep you posted. And in the meantime, thanks Ravi!