And it seems like Rogers Wireless is getting itself in trouble again. Rosanna von Sacken is the mother of three teenagers and she is very displeased that the terms of her agreement have been changed on her. More specifically, she was told that all text messages received would be free (with the exception of “premium” messages), but now she’s getting charged for them.
Last September, the Vancouver-area mother signed up her two teenage daughters and one teenage son to a three-year Student My10 plan. Under the terms of this plan, the children would be able to have unlimited calls and texts to and from 10 selected numbers. All received text messages from other numbers would also be included in the plan.
However, those terms changed in July of this year. All of a sudden, Rogers started charging 15 cents per incoming message if the subscriber did not have a “texting” plan. Considering that von Sacken’s 16-year-old daughter sends and receives about 200 text messages a day, those charges can add up very quickly.
You would think that von Sacken would be protected by her contract, right? If Rogers decided to change the terms of her agreement, von Sacken should have the right to ditch her service, right? Not according to Rogers.
According to Rogers, the written contract is separate from the Terms of Service document. As such, Rogers says it has the right to change its services and fees, because these are in the ToS and not in the contract.
As you can probably guess, von Sacken isn’t the only one displeased with Rogers. In fact, the Better Business Bureau in Burnaby, BC “has received 581 consumer complaints about Rogers Communications in the last three years. It has given Rogers an ‘F’ rating for failing to resolve many of those complaints to the customer’s satisfaction.”
Will the arrival of competitors like Wind Mobile help to change the Canadian cell phone industry for the better? I guess we’ll have to wait and see.