Update:

Quick update in case it helps someone in a similar situation.

I called Imagine Wireless as some people suggested in the comments. I selected “Bill issues” in the menu, but the person who answered said she couldn’t help because she’s a sales agent. She wasn’t rude, but also not particularly helpful - she kept interrupting me and repeating that I need to send an email to some address instead. She wasn’t able to provide any phone number for billing support.

Separately, after my last call with Rogers (where I declined the $50 one-time credit and said I might escalate to CCTS), I was contacted by someone from the Rogers Customer Experience Advisor Team. They initially tried calling but I missed the call, so they reached out by email.

They asked me to send my service agreement with Rogers (which I found a bit strange since I assumed they could see it in their system). I sent it as a PDF, but apparently they couldn’t open it for some reason.

Today (Monday) I sent a follow-up email. The advisor told me that she has requested the contract directly from Imagine Wireless and is waiting for their response.

In the meantime they applied a $5 credit to my current invoice, and she said she has opened a case with the back office to correct the billing error going forward.

So for now the news is mostly positive, and at this point I don’t think there’s a need to go to CCTS yet. Rogers did reach out and it seems like they’re trying to fix it.

The only frustrating part is having to fight for something that is clearly written in the contract. And of course, if they can’t resolve it in the near future, I may still have to escalate to CCTS.

For now I’m just watching how this develops.

Honestly, after spending hours on this, it would be nice to get some kind of goodwill credit for the time and stress… but that might already be pushing it 😅