Account Cancelled

[greywolf27]

Hello, I would like to know why my new Rogers account was abruptly cancelled 3 days after I opened it. I called the Customer Service line at 888-764-3771 to do it, and with the help of an agent, he created my account, I picked my plan and my phone, and received confirmation by email. Three days later I get a bill for zero dollars. I decided to log into my account to see what the status was in receiving my phone. Then I noticed it was cancelled. I use the chat to ask why; they told me it was closed due to fraudulent use and redirected me to call 888-383-2080, which I did. In fact, I called 4 times and left messages each time. No one ever bothered to call back. Fraudulent use? Impossible. There is no phone number or device connected to the account. And coincidentally, my co-worker received the same cancellation due to fraud notice as well. This is totally unacceptable and needs to be resolved ASAP. I have been a Fido customer for years, and I will leave both companies if this is not resolved to my satisfaction. 

***Edited Labels***

[RogersZia · Accepted solution]

Good evening @greywolf27 

Welcome to the Community!

This is really odd, the number you were provided is for our Fraud team. Do you know if a fraud investigation was initiated on your account? Was there an extension provided with the phone number?

We would be happy to review your account and help with the next steps. Please send us a private message @CommunityHelps so we can assist you further.

RogersZia

[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.

[premkumarmarisa]

 Hello, My account was canceled due to nonpayment of dues because I came to India on my health grounds and family issues. I want to pay all the dues with interest as of the date, please let me know the total outstanding as of the date and what is the best way of payment. Once I pay the dues I want my account to be activated with the same mobile number with international roaming facilities. Please help and respond at the earliest here or to my registered email with you. Regards, Prem Kumar Marisa

[RogersMaude]

Good day @premkumarmarisa,

Welcome to the Rogers Community and thank you for posting about your situation.

We surely want to help you reactivate your account with the same number. Do you know how long it has been cancelled for?

I would recommend you to speak with our Credits Operations department, if you have not already done so.

Although we may not be able to completely fulfill your request due to numerous circumstances, don't hesitate to send a private message to @CommunityHelps

Once we access your account, we'll have the ability to have a look at your account and answer some of your questions. To learn how to send us a message, click here. 

Thanks!

RogersMaude