Have you ever been dinged on something that you didn’t sign up for? I just did. On my May bill, I noticed I was being charged a $9.99 fee for a monthly subscription from a third party vendor on my Samsung tablet. I called Rogers Wireless to complain and they looked it up. They told me it was from Star Secrets. I assured them that I did not sign up for this and refused to pay the $9.99. As I was on hold with Rogers, I decided to google it and read about Star Secrets. Incidentally, it’s a gossip column service that texts you celebrity gossip. With the amount of regulatory bodies here in Canada, I thought we didn’t have things like this – underhanded practice and shady companies.
The first customer service rep from Rogers refused crediting my bill. She told me that I had to call up Star Secrets and ask for a refund from them. At first, this made sense so I called Star Secrets. When I dialed their number, an automated message guided me through the process of cancelling my subscription. I entered the wireless number on my tablet and selected to cancel the subscription. The automated teller thanked me and hung up. There was no human interaction to ask for a refund.
I thought about it and decided to call Rogers again. The second customer service rep from Rogers heard my complaint and said it made sense. Since Rogers was charging me $9.99 per month, it only seem fair to credit my account and she did. On top of that, she said we needed to block all premium SMS messages so that if Star Secrets attempted to bill me for subsequent months, their text messages would be rejected by Rogers. I thanked her for her help.
Lesson learned: If you don’t get what you asked for, call back and see if another customer service rep will help you. It’s clear that it is not consistent across customer service reps at Rogers. And if you work for Rogers and named Michelle that helped me – THANK YOU VERY MUCH! Kudos to you!