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[UPDATED] Alert: Rogers confusing Montreal with Montebello, charging customers long distance

April 9, 2010

Rogers, meet Google Maps.

[UPDATE MAY 10, 2010: Just got off the phone with Rogers after receiving my new eBill, complete with another $20+ in fictitious long distance charges stemming from calls I apparently made in Montebello. I escalated the matter to management. I told them about the hits this blog is getting from people typing “Rogers Montreal Montebello” in Google as proof that this is a serious problem. They reimbursed the charges, again, but told me the issue has continued into the next billing cycle.

If this is happening to you, please post your comment below. I’m getting hits now on an almost daily basis from people with this issue.]

Just got off a 31-minute phone call with Rogers customer service after getting charged $22 for long distance phone calls. Apparently, there is a billing glitch where calls made in Montreal are being charged as if there were made in Montebello, Quebec, a quaint little town near the Ontario border 90 minutes from the big city. The only reason I found out about it is by looking through the detailed list of my calls after seeing my monthly charge was too high. Amazingly, some of my calls made throughout the month were being charged as if I made them from that wonderful town. Sometimes there was as little as four minutes between calls I made in Montreal and supposedly made in Montebello! See below:

Montreal to Montebello in four minutes. I don't drive that fast.

So if you notice your Rogers bill is too high, double-check every single charge, and make sure it isn’t continuing into the current billing cycle, as it did with me. Obviously, Rogers isn’t going around crediting people if they don’t take the time to call. On the positive side, at least they’re not Bell.

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4 Comments leave one →
  1. PAS permalink
    April 26, 2010 12:59 PM

    I had the same problem Rogers charged me 75$ for long distance phone calls. I had to spend over 1h on the phone with Customer Service to fix the problem.

    • eliasmakos permalink*
      April 26, 2010 1:06 PM

      What kind of phone do you have? Trying to see if this glitch is somehow phone-specific.

  2. May 8, 2010 12:03 PM

    Hey Elias – journalism alum here.

    Maybe we’re being singled out, I got nailed with 200$ in long distances charges on my BlackBerry Bold. I knew the charges were bogus, and luckily enough, your entry popped up when I googled it.

  3. I Hate Rogers permalink
    May 10, 2010 11:42 AM

    Why not demand customer service that they give you free Canadian long distance? There’s no reason they wouldn’t and they hand it out pretty easily especially if there are documented problems with billing.

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