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Thread: Rogers able to remove credits via audit?

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    Rogers able to remove credits via audit?

    I was told by a rep today that Rogers can audit acct and remove credits without even phoning to tell you. Is this true has anyone had this happen to them? I would think that if they do that it would be a ccts issue since I agreed to that plan with those credits for 3 yrs. And them changing it would be changing what I agreed to right?

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    Yes they have people hired to do this. They will notify you once the credits have been removed. Its pretty rare for this to actually happen though.

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    Quote Originally Posted by B407 View Post
    Yes they have people hired to do this. They will notify you once the credits have been removed. Its pretty rare for this to actually happen though.
    Thanks.. You would think that would be an easy way to get out of a contract then, if they ever did that with me I would go straight to the ccts. The only reason I am with Rogers is because of my plan and my credits

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    Quote Originally Posted by habs_fan View Post
    Thanks.. You would think that would be an easy way to get out of a contract then, if they ever did that with me I would go straight to the ccts. The only reason I am with Rogers is because of my plan and my credits
    What part of your contract says you and entitled to credits?

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    Quote Originally Posted by ircu View Post
    What part of your contract says you and entitled to credits?
    If the credits were used to entice a customer into agreeing to enter into a long term contract, you bet it is enforceable and you can bet the CCTS would side with the client.

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    Quote Originally Posted by WorldIRC View Post
    If the credits were used to entice a customer into agreeing to enter into a long term contract, you bet it is enforceable and you can bet the CCTS would side with the client.
    Exactly, I wouldn't pay rack rates ever for Rogers; too expensive.

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    Quote Originally Posted by WorldIRC View Post
    If the credits were used to entice a customer into agreeing to enter into a long term contract, you bet it is enforceable and you can bet the CCTS would side with the client.
    CCTS has been all over the board lately with what they do.

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    Quote Originally Posted by ircu View Post
    CCTS has been all over the board lately with what they do.
    icru,

    Please don't obfuscate from my statement...if a corporation agrees to offer something to a client for a stated period of time in exchange for a long-term commitment from a client, and then the corporation backs out mid-term, do you truly believe the client will be SOL?

    CCTS, a court, a "reasonable citizen", it doesn't matter who you ask, Rogers would be deemed in the wrong.

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    Makes me wonder how the carriers got away with introducing fees for incoming texts, without people being able to back out or get grandfathered.

    But... this was before my time, I was on prepaid back then.

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    Quote Originally Posted by ircu View Post
    What part of your contract says you and entitled to credits?
    It's what is implied. Also, it is what a reasonable party would deem enforceable.

    Otherwise there would be no reason Rogers wouldn't simply offer you the world in credits, get you to renew, and then pull them all. They could even have a nice provision stipulating that the customer was forbidden to disclose his credits and when they were pulled. That way Rogers could be rolling in money and no one would ever find out about it.

    Luckily this kind of business practice is simply not acceptable here.

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    i'd push to opt out of your contract since they are the ones that modified their agreement.

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    Quote Originally Posted by ircu View Post
    CCTS has been all over the board lately with what they do.
    Could you please explain why you feel a corporation should be able to opt out of its agreements any more than a consumer? I am quite sure I remember you criticizing someone for finding a -legal- loophole out of their contract.

    Sent from my HTC EVO 3D X515m

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    Quote Originally Posted by habs_fan View Post
    I was told by a rep today that Rogers can audit acct and remove credits without even phoning to tell you. Is this true has anyone had this happen to them? I would think that if they do that it would be a ccts issue since I agreed to that plan with those credits for 3 yrs. And them changing it would be changing what I agreed to right?
    The audit system, works tricky in notifing users or removal. The system analysis your account and sees if any improper credits applied, if so automatically removes it and on next will in notes section will state you have a received a credit in error and in future will be billed proper amount.

    If the audit system FLAGS the account, a live person will look into credits etc...usually this happens if SOC codes where used to acquire credist not available on plan( aka a data credit on a non data plan, call display credit on a plan that includes freee call display, etc ), types etc. Or person swapped from a high feature ( $30 voice to 17.50 epp ) and had $20 credits which exceeds the voice credit plan amounts on epp plan.
    As this point the live person will call account holder or try and get ahold of them via contact rogers via text if no response they change the notes part on your next bill.


    So if you don;t read your bills and next one is up $10+, they have legally notified you.

    Actually if you read the TOS there was/is a part that states any credits or feature credits can be removed at anytime as they are not included in the binding contract but are used as incentives or promotional time periods.

    The only real way to beat a audit is to have legit credits on line, and properly noted on system on why you where given such credits and keep notes and interaction id's. As well, when plan changes took place, a letter is usualy sent to your billing address indicating any changes and these changes do show expiry dates of credits if they are expired credits, otherwise they show no expiry and this intepretation is lifetime.

    The problem lies in how they call it a AUDIT, unlike government they can only fix the pricing and chagre in future they cannot request any $ from past mistake( as they will call it ). Its really a REVIEW of your account and most reps will use SCARE tactics in saying I can report this line as I am suppose to but won;t this time as you are nice on phone, if RUDE bet you pants your line is sent to AUDIT system or even management for live review.

    So to answer question simply, yes they can, its in there TOS. Now if they change remove features of said plan, you have your way out ( aka they remove feature -- aka old $5 LD 100 minutes) of the contract, but still must obide by contract cancellation fees, but at this point they will negotiate fee down.

    Honestly many got a billing error and usually a $15-$20 error and caught, call in a rep offers credit and fixes issue then proceeds by offering a incentive, many grabbed $10 monthly credits. On a business side a 3 year contract that was a $20 billing error was giving $360 in savings, that exceeds a incentive and many would had just been as happy as grabbing a FREE Months service. People rapped the RETENTIONS department and now thinking its a RIGHT to have thus why a LOCK DOWN. If you don't like your service, nor its price, move on. Why whine about it, do something about it. And reality to change #'s is not that time consuming to contact banks, etc..

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    Quote Originally Posted by TheGuyz View Post
    The audit system, works tricky in notifing users or removal. The system analysis your account and sees if any improper credits applied, if so automatically removes it and on next will in notes section will state you have a received a credit in error and in future will be billed proper amount.

    If the audit system FLAGS the account, a live person will look into credits etc...usually this happens if SOC codes where used to acquire credist not available on plan( aka a data credit on a non data plan, call display credit on a plan that includes freee call display, etc ), types etc. Or person swapped from a high feature ( $30 voice to 17.50 epp ) and had $20 credits which exceeds the voice credit plan amounts on epp plan.
    As this point the live person will call account holder or try and get ahold of them via contact rogers via text if no response they change the notes part on your next bill.


    So if you don;t read your bills and next one is up $10+, they have legally notified you.

    Actually if you read the TOS there was/is a part that states any credits or feature credits can be removed at anytime as they are not included in the binding contract but are used as incentives or promotional time periods.

    The only real way to beat a audit is to have legit credits on line, and properly noted on system on why you where given such credits and keep notes and interaction id's. As well, when plan changes took place, a letter is usualy sent to your billing address indicating any changes and these changes do show expiry dates of credits if they are expired credits, otherwise they show no expiry and this intepretation is lifetime.

    The problem lies in how they call it a AUDIT, unlike government they can only fix the pricing and chagre in future they cannot request any $ from past mistake( as they will call it ). Its really a REVIEW of your account and most reps will use SCARE tactics in saying I can report this line as I am suppose to but won;t this time as you are nice on phone, if RUDE bet you pants your line is sent to AUDIT system or even management for live review.

    So to answer question simply, yes they can, its in there TOS. Now if they change remove features of said plan, you have your way out ( aka they remove feature -- aka old $5 LD 100 minutes) of the contract, but still must obide by contract cancellation fees, but at this point they will negotiate fee down.
    I agree with your points, but let's get down to practicality.

    If a rep offers me $50 / month in credits to sign a 36 month credit, and that rep informs me the credits will last for 36 months, Rogers would have a hard time justifying their removal to me and sticking me with the cost. "Internal Policy" is not the problem of the client. That is something for Rogers to deal with internally.

    If Rogers insists on removing the credits, at the VERY LEAST, I expect my contract date to expire immediately, and I expect to cancel with no 30 days notice required.

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    Quote Originally Posted by ircu View Post
    What part of your contract says you and entitled to credits?
    Simple. The part where both parties agreed to the credits and entered into an agreement including those credits. This is hardly rocket science nor is there much grey area. An agreement is an agreement. 'Internal policy' and audits don't change that, no matter the ethical failings of one party.
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