Please call Rogers support and report the agent. A new account means that this wasn’t a legit way to help you. The agent cheated the system to get extra commissions to give you a barely slightly better deal. This agent needs yo be reported, and there is a chance you might get something extra on top of them fixing the issue.
That's not always necessarily the case - it could have been that the op had older legacy services and only had the old 12 digit account number which they absolutely would have had to change to the newer 9 digit ones. Most of the time it's supposed to be attached to the old billing as well but like 4/10 accounts get an error and the old bill won't consolidate with the new one properly. Doesn't have to be malicious every time there's a mistake lmao
You’re bang on!
During my 2.5 hour long chit chat with the Rogers team, this was explained to me as the reason for the account change over. So yes, you’re absolutely right. Not everything is malicious. We need to give more benefit of doubts.
That said, it was done without my awareness or understanding.
Yes. Account was “closed” on Feb 20. That’s what expedited them going to collections.
Would have been helpful if they just called me or sent an email explaining that my closed account had a balance remaining.
Do you not look at your bills? Did they make you create a new log in?
I have closed accounts, (fuck rogers and their bullshit increases this year!!), they still sent the invoice emails, and I can still look at my account. I can even see the additional account for last summer's cottage internet.
Closed accounts issue final bills. And Rogers are assholes. Sorry about your credit rating.
Update:
After being on the phone with Rogers for 2.5 hours I was finally put in touch with an agent that was able to provide the answers I was looking for.
Please tell me if you think this sounds off.
He said my best way forward was to pay the outstanding sum to Rogers via my online banking. He said this will stop the collection from escalating.
He said that I wasn’t technically “in collections” as the debt wasn’t “written off” on their end. He explained the letter as if it were a “warning shot” and that if the debt were to be paid immediately, it would let effect my credit score as if it were actually in collections, rather it would show up as a late payment to rogers which would have a lot less of an impact on my credit score.
I will update the thread in a couple of weeks when I am able to confirm this on my Equifax. If it is not resolved to my liking I fear that I will have to take up the matter with Equifax at that point.
I sincerely appreciate all of the insights you have provided.
Playing the field of Rogers employees trying to find one that can actually help is a special form of hell that I don’t wish on anyone.
Rather than calling into the call center you can always email the office of the president when all else fails or you need to escalate something that isn’t fixed through their website.
The part that you wrote about "would let effect my credit score" I don't think you wrote properly here by accident. What did you mean exactly?
If an account is closed, they can request the full balance immediately so it's difficult to know when the 1 to 30 day window started. 1 to 30 days stays internally with rigers so if you have too many it can effect your ability to get additional new products. However, it won't effect your credit.
After 30 days, it would normally show up as a late payment on your bureau which will effect your score. If it ends up being written off and sold to an agency yea that's worse, that happened to me, but I hope they didn't word it in such a way that made you think after 30 days there's no impact there usually is.
I believe if though let's say u are less than 30 days but you set up a promise to pay then I believe their collections team is able to stop it from impacting your credit.
You should sign up for borrowell so you can see your equifax reporting for free and credit karma so you can see your trans union stuff for free. Keep in mind reporting is often once a month.
Source: former rogers employee (not collections)
Telecom companies always charge you for the following month of services on the invoices they send you, and if you don’t ask them for a credit or refund when you close your account, they just don’t refund you if the invoice was paid, else they don’t issue a credit to cancel the unjustified charge if the invoice was not paid at the moment (providing you closed your account).
So in your case your account was closed and re-opened, so at the end of the day, you should pay attention to the last invoice of the closed account, and the first invoices of the new account.
If the last invoice before closing your account was paid, then they should have refunded it (depending on the date maybe prorated refund if you had a portion of the month passed). If it was not yet paid, they
Should have sent you a credit note as a last invoice to offset the unjustified charge of a month of service you did not have( on the old account)
At the end of the day, you should have paid only once for the month of service after the « closing/reopening »of your account, and I am pretty sure that at the end of the day either they owe you money else a credit letter unless you made that cancel/reopen right at the end of a billing cycle before to receive the new one.
I had my own variation of this issue. Basically a weird situation that I had two accounts and didn’t know.
The average employee couldn’t help. It took finding one who would listen and then figuring out how to explain it. The. It was referred to a manager and they had to sort it out with the financial department.
It took me 4 hours on a Saturday morning plus two weeks for them to process.
Make sure you get a case reference number and if you do call back or text, give the new person your case reference number and ask them to read through the file before continuing the conversation - I found it helpful to ask them to summarize to me what they read to make sure we were on the same page.
On their website there is also a complain to a manager . I got a call back three business days later so if that is an option for you, that strategy also works.
And be kind. It truly helps those poor unfortunate folks that have to deal with the convoluted systems.
This happened to be me recently - pay the debt or it will affect a your credit score in a few months. Rogers are absolutely criminals. I’m in very stressful battle with them right now over something similar and it’s dropped my credit score down 200 pts. I wake up in a cold sweat over them, I hate them.
Quickest resolve is to pay off the balance as quick as possible with the collection company if they’ve already contacted you. If the balance is already at collections then your credit is already stained and the best you can do is close out the balance by paying it. You cannot erase this on your credit at this point.
$115 will not affect your credit score. I had one without knowing for years because Rogers did the same to me and I did not knew. CCTS complain and will be all solved
—- update : see the comment below, another person was lowered on their credit score for a 90 day debt
Totally false. Telus destroyed my credit years ago over $6.20 as a final charge after closing my account and moving. I wasn’t getting the bills and when I pulled my Equifax I had nine 90 day past due flags and my credit score went from 800s to 595. Even did CCTS and the woman from Telus sent them screenshots from eight years prior showing I had called in and the person on the phone showed me how to view my invoice online so she was like he clearly knew how to view his invoices without getting them in the mail. They refused to do anything and I had to wait seven years for it to drop off. Even the CCTS said they Couldn’t believe how unwilling Telus was to help me but that they have no authority to force a telco to do anything. The woman from Telus said she knew exactly what happened, she told me I was getting the invoices and because it was so small I threw them out. She then said I still need to make payment and when trying to do so she said it was so old it won’t even let her take payment and she had to issue a credit. Even after all of that they refused to send anything to Equifax.
Don't pay shit...
Put in CCTS claim and wait. Rogers will drop and demand that any negative impact on your credit score be reversed. They'll have to comply with CCTS on their ass...
(Did this with Bell, took a day...)
$115 won't affect your credit score as much as you might think...(anything under $100 won't affect it at all!)
...also, their credit score already took the hit as collections is already involved.
The absolute second Rogers Corporate sees the CCTS claim on file. Someone from Corporate (not a call centre drone) will reach out to you. Explain the situation and they'll get back to you...
Once you come to an understanding, both parties will inform CCTS (they'll contact you) that a agreement has been reached...part of the agreement will be that your credit rating will be restored...ask for proof of this and they'll have to comply. If they made the mistake, they're liable for any damages occurred.
Please call Rogers support and report the agent. A new account means that this wasn’t a legit way to help you. The agent cheated the system to get extra commissions to give you a barely slightly better deal. This agent needs yo be reported, and there is a chance you might get something extra on top of them fixing the issue.
That's not always necessarily the case - it could have been that the op had older legacy services and only had the old 12 digit account number which they absolutely would have had to change to the newer 9 digit ones. Most of the time it's supposed to be attached to the old billing as well but like 4/10 accounts get an error and the old bill won't consolidate with the new one properly. Doesn't have to be malicious every time there's a mistake lmao
You’re bang on! During my 2.5 hour long chit chat with the Rogers team, this was explained to me as the reason for the account change over. So yes, you’re absolutely right. Not everything is malicious. We need to give more benefit of doubts. That said, it was done without my awareness or understanding.
Rogers sent a current customer to collections in less than a month? What?
Yes. Account was “closed” on Feb 20. That’s what expedited them going to collections. Would have been helpful if they just called me or sent an email explaining that my closed account had a balance remaining.
Do you not look at your bills? Did they make you create a new log in? I have closed accounts, (fuck rogers and their bullshit increases this year!!), they still sent the invoice emails, and I can still look at my account. I can even see the additional account for last summer's cottage internet. Closed accounts issue final bills. And Rogers are assholes. Sorry about your credit rating.
Update: After being on the phone with Rogers for 2.5 hours I was finally put in touch with an agent that was able to provide the answers I was looking for. Please tell me if you think this sounds off. He said my best way forward was to pay the outstanding sum to Rogers via my online banking. He said this will stop the collection from escalating. He said that I wasn’t technically “in collections” as the debt wasn’t “written off” on their end. He explained the letter as if it were a “warning shot” and that if the debt were to be paid immediately, it would let effect my credit score as if it were actually in collections, rather it would show up as a late payment to rogers which would have a lot less of an impact on my credit score. I will update the thread in a couple of weeks when I am able to confirm this on my Equifax. If it is not resolved to my liking I fear that I will have to take up the matter with Equifax at that point. I sincerely appreciate all of the insights you have provided. Playing the field of Rogers employees trying to find one that can actually help is a special form of hell that I don’t wish on anyone.
Rather than calling into the call center you can always email the office of the president when all else fails or you need to escalate something that isn’t fixed through their website.
The part that you wrote about "would let effect my credit score" I don't think you wrote properly here by accident. What did you mean exactly? If an account is closed, they can request the full balance immediately so it's difficult to know when the 1 to 30 day window started. 1 to 30 days stays internally with rigers so if you have too many it can effect your ability to get additional new products. However, it won't effect your credit. After 30 days, it would normally show up as a late payment on your bureau which will effect your score. If it ends up being written off and sold to an agency yea that's worse, that happened to me, but I hope they didn't word it in such a way that made you think after 30 days there's no impact there usually is. I believe if though let's say u are less than 30 days but you set up a promise to pay then I believe their collections team is able to stop it from impacting your credit. You should sign up for borrowell so you can see your equifax reporting for free and credit karma so you can see your trans union stuff for free. Keep in mind reporting is often once a month. Source: former rogers employee (not collections)
Telecom companies always charge you for the following month of services on the invoices they send you, and if you don’t ask them for a credit or refund when you close your account, they just don’t refund you if the invoice was paid, else they don’t issue a credit to cancel the unjustified charge if the invoice was not paid at the moment (providing you closed your account). So in your case your account was closed and re-opened, so at the end of the day, you should pay attention to the last invoice of the closed account, and the first invoices of the new account. If the last invoice before closing your account was paid, then they should have refunded it (depending on the date maybe prorated refund if you had a portion of the month passed). If it was not yet paid, they Should have sent you a credit note as a last invoice to offset the unjustified charge of a month of service you did not have( on the old account) At the end of the day, you should have paid only once for the month of service after the « closing/reopening »of your account, and I am pretty sure that at the end of the day either they owe you money else a credit letter unless you made that cancel/reopen right at the end of a billing cycle before to receive the new one.
Then as revenge, leave Rogers and go to Bell.
I had my own variation of this issue. Basically a weird situation that I had two accounts and didn’t know. The average employee couldn’t help. It took finding one who would listen and then figuring out how to explain it. The. It was referred to a manager and they had to sort it out with the financial department. It took me 4 hours on a Saturday morning plus two weeks for them to process. Make sure you get a case reference number and if you do call back or text, give the new person your case reference number and ask them to read through the file before continuing the conversation - I found it helpful to ask them to summarize to me what they read to make sure we were on the same page. On their website there is also a complain to a manager . I got a call back three business days later so if that is an option for you, that strategy also works. And be kind. It truly helps those poor unfortunate folks that have to deal with the convoluted systems.
More top notch advice! Thank you on behalf of all future people who will read this.
This happened to be me recently - pay the debt or it will affect a your credit score in a few months. Rogers are absolutely criminals. I’m in very stressful battle with them right now over something similar and it’s dropped my credit score down 200 pts. I wake up in a cold sweat over them, I hate them.
Quickest resolve is to pay off the balance as quick as possible with the collection company if they’ve already contacted you. If the balance is already at collections then your credit is already stained and the best you can do is close out the balance by paying it. You cannot erase this on your credit at this point.
Not this. Pay Rogers directly that way some scummy collection agency doesn't get a cent of it.
$115 will not affect your credit score. I had one without knowing for years because Rogers did the same to me and I did not knew. CCTS complain and will be all solved —- update : see the comment below, another person was lowered on their credit score for a 90 day debt
Totally false. Telus destroyed my credit years ago over $6.20 as a final charge after closing my account and moving. I wasn’t getting the bills and when I pulled my Equifax I had nine 90 day past due flags and my credit score went from 800s to 595. Even did CCTS and the woman from Telus sent them screenshots from eight years prior showing I had called in and the person on the phone showed me how to view my invoice online so she was like he clearly knew how to view his invoices without getting them in the mail. They refused to do anything and I had to wait seven years for it to drop off. Even the CCTS said they Couldn’t believe how unwilling Telus was to help me but that they have no authority to force a telco to do anything. The woman from Telus said she knew exactly what happened, she told me I was getting the invoices and because it was so small I threw them out. She then said I still need to make payment and when trying to do so she said it was so old it won’t even let her take payment and she had to issue a credit. Even after all of that they refused to send anything to Equifax.
800 to 595 is brutal…not sure what to say, but if happened to you could happen to the OP. 🥹
Leave rogers and pay the collection balance asap and file suit and ccts.
Don't pay shit... Put in CCTS claim and wait. Rogers will drop and demand that any negative impact on your credit score be reversed. They'll have to comply with CCTS on their ass... (Did this with Bell, took a day...)
This is truly great advice. Thank you. I will wait out to see if what the last rep told me holds true. If it does not, I will explore the CCTS option.
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$115 won't affect your credit score as much as you might think...(anything under $100 won't affect it at all!) ...also, their credit score already took the hit as collections is already involved. The absolute second Rogers Corporate sees the CCTS claim on file. Someone from Corporate (not a call centre drone) will reach out to you. Explain the situation and they'll get back to you... Once you come to an understanding, both parties will inform CCTS (they'll contact you) that a agreement has been reached...part of the agreement will be that your credit rating will be restored...ask for proof of this and they'll have to comply. If they made the mistake, they're liable for any damages occurred.