Rogers identifies and corrects billing inaccuracy affecting up to five percent of customers
TORONTO, June 18 /CNW/ – Rogers Communications Inc. said today that it is correcting a billing inaccuracy affecting some current and former customers participating in the Better Choice Bundles™ discount program.
“Once we identified the issue, we initiated a comprehensive review of current and former customer accounts to identify those that were not correctly billed,” said Phil Hartling, Senior Vice President, Consumer Segment, Rogers Communications Inc. “We have been working around the clock to make this right and we apologize to our affected customers.”
Approximately 200,000 customers, who received greater discounts than they were eligible for, will have their historical under-payments waived and the correct discount applied moving forward. The Company will refund approximately $30 million in total, including interest and taxes, to approximately 300,000 under-discounted customers. The inaccuracy, which arose as a result of administrative error and system related issues, varies for each customer depending on their tenure in the Better Choice Bundles discount program and the number of services they have.
There is no action required by customers. Affected customers will be notified by letter starting June 22 and the correct discount will be applied within their next two bills. Existing under-discounted customers will receive a credit on their account while former under-discounted customers will receive a cheque. Any unclaimed funds by former customers will be donated to charity.
Rogers has briefed the Commissioner for Complaints for Telecommunications Services to ensure customers have an informed third party to approach should they remain dissatisfied with the steps taken by the Company. The Company has also hired PricewaterhouseCoopers LLP (PwC) to provide an independent analysis of the relevant billing data. Rogers has enhanced its processes and is implementing safeguards to help prevent a recurrence including the roll out of an employee re-training program, the introduction of a daily audit to review new customers joining the program and implementing recommendations identified by PwC. These steps will help ensure each new bundled customer is accurately billed.
Rogers introduced the Better Choice Bundles program to offer customers a discount when they purchase two or more eligible communications services with a two-year contract term and a consolidated monthly invoice. For more information visit www.rogers.com/bcbupdate.
Rogers Communications Inc.
Rogers Communications is a diversified Canadian communications and media company. We are Canada’s largest provider of wireless voice and data communications services and one of Canada’s leading providers of cable television, high-speed Internet and telephony services. Through Rogers Media we are engaged in radio and television broadcasting, televised shopping, magazines and trade publications, and sports entertainment. We are publicly traded on the Toronto Stock Exchange (TSX: RCI.A and RCI.B) and on the New York Stock Exchange (NYSE: RCI). For further information about the Rogers group of companies, please visit www.rogers.com