Over the weekend, Rogers announced that it has started the process of correcting a billing inaccuracy affecting current and former customers. The problem? Many folks participating in the ‘Better Choice Bundles‘ discount program were charged too much. The ‘BCB’ program offers discounts to customers when they purchase two or more eligible communications services on 2-year contract with Canada’s big red. Roughly 300,000 customers were under-discounted on the program. Rogers will refund approximately $30 million to the folks that were slighted the savings. On top of this, approximately 200,000 customers actually received discounts GREATER than what they should have. However, Rogers has decided to look the other way on this, and will waive these under-payments. The correct discount will be applied to these customers from here on in.
Phil Harting, Senior Vice President of Rogers’ Consumer Segment commented:
“Once we identified the issue, we initiated a comprehensive review of current and former customer accounts to identify those that were not correctly billed… We have been working around the clock to make this right and we apologize to our affected customers.”
If you have a feeling this issue may effect you, be sure to check out rogers.com/bcbupdate. In the meantime, Rogers will start sending out letters to effected customers starting on June 22nd. If you’ve bundled services with Rogers, stay tuned… a refund may be coming your way.
Carrier billing inaccuracies have been known to happen from time-to-time, and it’s frustrating when they do. Not only for the client, but for the carrier as well. All the client has to do is sit back and receive the refund, while the carrier has to hunt down affected users, calculate the refund, and issue appropriate refund amounts. Overall, situations like the one you’ve just read about on Rogers are just a giant pain in the… you know what. At least they’re doing all they can to correct the problem once and for all.