Sometimes the little guy wins

[Species8472]

So in April I took a trip to Morocco and before I left I checked on my Rogers account to confirm that roam like home for $12 per day applied. Based on the pages I visited I was covered. So went about our merry way and used data like normal. Get home and there is an overage of $2700 charged to my account. Get on the horn with Rogers and they say it is clear on the website that Morocco is not covered. So I go to the link and sure enough Morocco is listed as excluded. I than log back into my account and it shows Morocco as covered on a different part of their site. I take screen shots of the pages showing Morocco is covered and than call Rogers back and email the screen shots.

Long story short I argue back and forth with Rogers for 2 months and ultimately they offer me a $700 credit but on their last call accuse me of photo-shopping the screen shots. By this time the discrepancy on their site has been corrected. At this point I snapped and told them to credit my account for everything but the $12 per day or I would be finding a new carrier. They indicated that this was their final offer and that if I wanted to pursue it further it would get referred to the Ombudsman.

Well just got the final report from the Ombudsman and he looked at everything, interviewed every person I spoke to, listened to the recorded phone calls, and investigated with their IT department. Turns out there was an issue/discrepancy on their website plus he found that the accusations of photo-shopping were totally unfounded and grossly insulting. He ordered them to credit me everything (including the $12 per day) and additionally to credit me an additional $2700 for being so obstinate and for accusing me of photo-shopping. $5400 credit appeared on my account today. No phone bills for awhile.

[73hunter]

I just love hearing a story like that !

[glen]

So the Ombudsman got Rogers recording of the calls?


That’s great. Glad it worked out.

[Species8472]

So the Ombudsman got Rogers recording of the calls?


That’s great. Glad it worked out.

Yep. Got access to everything.

[rick_iles]

So in April I took a trip to Morocco and before I left I checked on my Rogers account to confirm that roam like home for $12 per day applied. Based on the pages I visited I was covered. So went about our merry way and used data like normal. Get home and there is an overage of $2700 charged to my account. Get on the horn with Rogers and they say it is clear on the website that Morocco is not covered. So I go to the link and sure enough Morocco is listed as excluded. I than log back into my account and it shows Morocco as covered on a different part of their site. I take screen shots of the pages showing Morocco is covered and than call Rogers back and email the screen shots.

Long story short I argue back and forth with Rogers for 2 months and ultimately they offer me a $700 credit but on their last call accuse me of photo-shopping the screen shots. By this time the discrepancy on their site has been corrected. At this point I snapped and told them to credit my account for everything but the $12 per day or I would be finding a new carrier. They indicated that this was their final offer and that if I wanted to pursue it further it would get referred to the Ombudsman.

Well just got the final report from the Ombudsman and he looked at everything, interviewed every person I spoke to, listened to the recorded phone calls, and investigated with their IT department. Turns out there was an issue/discrepancy on their website plus he found that the accusations of photo-shopping were totally unfounded and grossly insulting. He ordered them to credit me everything (including the $12 per day) and additionally to credit me an additional $2700 for being so obstinate and for accusing me of photo-shopping. $5400 credit appeared on my account today. No phone bills for awhile.

Perfect !! Glad to see you pursued the matter.
We will be changing from Rogers.

[Deer Hunter]

Right on, good for you. Worth the fight but not the bull.....

[smitty55]

Good for you. I guess it had to go as a credit and not cash, otherwise I'd be dropping them like a hot potato.

Cheers

[fratri]

Nice, very nice.....good for you, well deserved..

[terrym]

Well done.

[Bushmoose]

A feel good story! Kudos!