Account Cancelled

[Dustindougall]

I recently set up my account. Upon registering for MyRogers and linking my account I checked back in to see that my account has been cancelled. Why would this be?

[RogersMaude]

Good day @Dustindougall,

Welcome and thank you for posting your inquiry to the Community!

We appreciate you took the time to reach out to us via private message @CommunityHelps, because in order to answer that question we did need to access your account.

Don't hesitate to let us know if you require further assistance!

RogersMaude

[Sundiya143]

Same thing happened to me. Placed the order on Oct 17th and today I saw on my rogers account as it has been cancelled even though I paid 20% device balances!! Ridiculous and I cannot get through any body at the call center. If they really suspect these accounts as fraud why not call and direct them somewhere to verify IDs such as at Canada post or even at rogers store before proceeding with the order and credit checks.

[RogersYasmine]

Hello @Sundiya143,

Thanks for sharing your concerns here in the Rogers Community. 🙂

I'm sure it was quite the let-down to find out that your recent order was cancelled. I would hope that there would be a reasonable explanation for this. As mentioned in this post, kindly send us a Private Message so we can investigate this further for you to see what went wrong. 

Thank you!

RogersYasmine

[Sundiya143]

Hi, issue has been resolved.

Thank you

[lucjoyal893]

Hi Sundiya143, could please tell us how you resolved your issue. I'm experiencing the same thing here. Account cancelled without explanation and they asked me to call a guy who never picks up his phone, so I am facing a dead end. I would really appreciate your help on this one.

Thank you

[Sundiya143 · Accepted solution]

Hey!! I called this number 1(888) 764-3771 and spoke with agent. This is the fraud department. They advised me to take the IDs to any rogers wireless corporate retail store and verify. When I went to store the employee there called the validation department to verify. If you place orders for high priced phone devices Rogers or any telecommunications company will cancel/hold your account until its verified. It sometimes best to go to store and place the order. I would suggest you call the number above and they will look in to that for you.

Hope this works!!

[lucjoyal893]

Thank you for your answer I'll try that... But still I think cancelling an account  without prior notice is too much. What was the credit check for then? Anyways that's my opinion

[customer5352]

I am a new customer with Rogers and I have found Rogers extremely unhelpful, unresponsive and fraudulent in my experience so far. Really frustrated with Rogers as a new customer.

14 Nov - opened account

15 Nov - received SIM but account was already closed by that time

I contacted Rogers,  I was advised that some fraud took place and I have provided just a phone number and a name to talk to about the details. I was also informed that due to Fraud no payment is required from my end. I contacted the number several times, left voicemails with my contact number. I have never received a call back, and I have never received any communication from Rogers about what happened. Rogers just sent me a bill of full amount due by Dec 11. 

I was advised that only 1 person from Rogers is authorized to talk about my case. Called and left several voice messages on that number since 15/11. No callback or communication yet. Other support agents do not share any info as they are not authorized and end up providing the same contact number and extension on every call. Extremely unhelpful!!

[jÜdhëä]

What happened to the phone that you ordered? Did you reorder it? Via who? The store or their customer care? I am facing the same issue.

[colin19]

I had the same experience except it was when I accepted an upgrade offer through the my rogers app. several hours later my account was canceled! I followed the suggestions from this thread and went to a rogers store with ID and they said that is not how it works and gave me a 1888 number for the fraud department. of course nobody there answers the phone and you can only leave a voicemail. very disgusting experience with rogers!!!

[Retro2]

Im going through this right now. Literally all anyone says is call Fraud Management, wait for them to call you back and it could take more than a week. Im a new customer and this is the game they are playing with me. Ive contacted Rogers Community, online specialists, even visited a physical location, all with no help or direction. All I did was ordered a plan and 2 phones last Tuesday online. Luckily I have some cushion room until I need the phones, but this is ridiculous. Seriously having 2nd thoughts about sticking with my current provider or finding another alternative.

[colin19]

I just left a review about my experience with rogers on the BBB website. It’s not surprising that rogers is not a member of the better business bureau but its still good to post our complaints on the site so the world knows how horrible rogers treats its customers.

[jÜdhëä]

I had the same issue and had it sorted out fortunately. You need to go to a Rogers store with your 2 valid ID's and the credit card you used to pay the phones online. Then give them your account number and tell them to call the Validation Team. The Rogers store associate should already know what to do next. Apparently, cancelling an account after completing an online transaction when you set up an account with them is a "normal" procedure for Rogers to prevent fraud. 

[Retro2]

I personally went to a Rogers store with multiple ID's and THE credit card and the associate didn't have a clue of what to do. She also "went to the back" to speak with her manager and came back and said all you can do is call the fraud management line. I wish my luck was as good as yours. Either store management is untrained or unwilling to help, or their is a massive lack of communication between departments within Rogers. I have no problem with validation processes, but it should be pretty black and white, of which the protocols should be.

[jÜdhëä]

I went through multiple agents and I was able to get a ticket or case number. Then I was told to give the store the ticket number and call this number 

18005886718. That is their general fraud department. The other number that they gave was useless because nobody will call you back even if you leave a voicemail.