Rogers Communications says it will correct billing inaccuracies affecting half a million people who participated in its Better Choice Bundles program.
The scope of the errors is quite substantial, affecting up to 5 per cent of its customers, according to the news release .
About 200,000 people received greater discounts than they were eligible for. Rogers will not try to collect the under-payments, but will apply the correct discount from now on.
Another 300,000 people received smaller discounts than they qualifed for and will be getting a bill credit (for current customers) or a cheque (for former customers). Any unclaimed funds by former customers will go to charity.
Rogers will pay total refunds of $30 million, including interest and taxes. It blames the billing snafu on “administrative errors and system-related issues.”
So, what’s to stop this from happening again? Rogers has hired a management consultant, PricewaterhouseCoopers, to analyze billing data. Here’s what else it will do:
Rogers 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.
So if you’re a current or former Rogers customer in the bundles program, find out if you qualify for credits and make sure you get them.
And if you’re unhappy with the process, contact the Commissioner for Complaints for Telecommunications Services.
I have a few questions. How long did the underbilling and overbilling go on? How did the errors get picked up? Has Rogers done enough to restore confidence in its billing?
As an affected customer who’s been in the bundles program for years, I’ll watch my bills and wonder if I can trust them again. This announcement has made me wonder.