Being charged before TOR?

[Cap41]

So basically this was my setup. Our account was in my sons name. internet/cable/Homephone/ and his cell. We did a TOR. on MArch 12th. I took over internet/cable/homephone. and added my cell. He took his cell account and went on his merry way.

On MArch 7th. he did a hardware upgrade totaling 95.00$. It showed up onmy bill. I called in to ask about it. They said I was responsible. They informed me that I took responsibility on the 12th. I agreed. THey than said you are responsible for all charges. I said after the 12th correct? YES SIR was the response. I enquired again why than am i responsible for charges on the 7th. "it's not my account". I was than put on hold for 21 minutes. the CSR came back with I cannot find a resolution for you. You have to pay. I asked again how can be liable for charges to an account i didn't own? Again with some disdain i was informed that he could not offer a resolution. I was offered a call back by a supervisor.

My question is how do I get this removed from my account without effecting my credit rating. I don't want to jeopardize my credit rating by refusing payment.

Yes I know my son is responsible for the money. But, them telling me to collect from the previous owner of the account does not make sense. It's not my bill.

Advice please.

[RogersCerys]

Hi Cap41, Cerys here from Rogers online comms team. If you're comfortable, PM me your info, and I can help escalate this for you. Best.

[TwistedEdge]

When you completed the transfer, you accepted all charges on the account, the full balance, etc. Thats why they will not remove the charge from your account. Your son did the upgrade, but you accepted his charges when you took over the account.

[Cap41]

TwistedEdge, sorry that is not 100% correct. I have asked them to review the conversation. As I asked there is a 0 balance correct? "Yes Sir" Than the Rep said "You are responsible for all charges from this day forward". So the fact is I did not accept his charges. btw he is an adult so its not a matter of being responsible for your kids.

I agree he owes the money, I am asking how can i be billed for something before i "owned" it.

RogersCerys, thanks for the offer I will PM in a day or two. I was promised a call back by 4pm EST. It is now 6:40. hmmmm

[RogersCerys]

Hey Cap41, definitely keep me posted. If I don't speak to you beforehand, have a good weekend.

[Cap41]

Let me know what info you need via PM please. I never received the much anticipated supervisor call back.

[TwistedEdge]

Hey Cap,

From Rogers perspective, when you complete a transfer of responsiblity, your taking over all debt/payment history/credit etc of the account. You may not have verbally said that in the conversation, but thats the way Rogers will look at your account and your situation.

You may have asked them to review the conversation, but it will be extremely rare if they pull the call. Calls are recorded based on quality purposes, not referencing.

Best of luck with your situation.

[Cap41]

I don't disagree, but when you say I want to confirm a zero balance and they say that is correct. Your balance is zero and u are only responsible for charges from Mar. 12th going forward.

[B5A4]

Cap41 is right, I did wireless for 4 years and am on the Cable side out of Ottawa now. Zero balance was confirmed, afaik a TOR does NOT go smooth when a balance is left on the account anyways.

Cap41, not sure what dept you're in, but if you need any assistance im a pm away.

[Cap41]

The fact of the matter we tried to do the TOR at the beginning of March. We informed we had to have a zero balance to proceed. We made our payment and proceed a few days later.

I am 72 hours into the "the supervisor will call you back with 24hrs"

[DH]

If you call back you can demand to speak to a Supervisor and refuse a call back.

If the management department is closed a supervisor on-site will have to take it.

Depending on the time of day you may have to wait a bit (meetings, night time).

Even if "their" supervisor isn't working, there is a requirement for one on a floor.

[Cap41]

DH- thx for the info. One of the above gentlemen have escalated the matter. I am just waiting for a call back.

I had sat on hold for close to hour. They did say only one supervisor was available. This begins to take on the legs of a civil suit. Not that i would consider one. I mean the time invested starts to add up to a point where you just pay the bill. I on the other had am a little more stubborn.

[TwistedEdge]

If the callback was put in correctly, then you've missed your call and should call back to get a new request put in.

I can assure you no callback requests reach the 72 hr mark right now.

[Cap41]

I can tell you with ALL certainly the call back was not missed. CI/VM. as well as being here the entire time.

[TwistedEdge]

Thats why I suggested you call back in. Sounds like the request was not sent off correctly if you didn't get a call.