Affected credit score

[SMETHAN]

I recently opened up an additional account at Rogers. I already had internet and opened up a wireless account. I was told that they had to do an INTERNAL credit check, which wouldn’t affect my credit score. I authorized this with the assurance it would not affect my credit. To my dismay, I checked my credit score/report, and not only did my credit go DOWN 14 points, there is now an open Rogers account on my trans union account. I would never have authorized this if I had known. I am at the point where I am going to cancel my services with Rogers. The lack of transparency (and not to mention headache trying to reach anyone via phone) and out right lie about the internal credit check is very disappointing. I would like this situation rectified ASAP.
I am a single mom in the process of getting a mortgage and this will now affect my chances of being approved. I am very very disappointed with the service at Rogers.

**Added Labels**

[RogersYasmine]

Hello @SMETHAN,

We appreciate you posting your concerns here in the Rogers Community! 

I completely understand your reason for being upset and would like to have a closer look into this for you to see what went wrong. As per my understanding, if we are activating a new wireless account or service under an existing customer profile where Rogers services are already active, we shouldn't be processing an external credit check, only internal. 

If possible, please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

Much appreciated,

RogersYasmine

[SMETHAN]

I am unable to access community helps. Yes, I was activating a new wireless account under an existing, already active customer profile (internet services). I was assured repeatedly it would be an internal credit check as I specifically asked this.

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@SMETHAN wrote:
I am unable to access community helps. Yes, I was activating a new wireless account under an existing, already active customer profile (internet services). I was assured repeatedly it would be an internal credit check as I specifically asked this.

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When logged into the forum, click on @CommunityHelps .  You'll see a link on the right side of the screen to "send a message".  If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it.

[FK1976]

Same here. I decided to upgrade my residential internet service and I am offered new plan but requested credit check even I am a loyal customer with 2 other rogers wireless services for years. I am really disappointed and decided to hold my service for now to find some other solution

[SwimSnowTimmy]

I would contact the fraud dept with Rogers and explain the situation. If you have record of this over text then use that as proof. You can also file a dispute with transunion about what happened and they have to look into this for you. Be persistent and it will pay off in the end…. Been there myself. Good luck!

[HalAlee]

They have done the same thing to me. I call them liars and hypocrites. I will close my account with them.

[RogersCorey]

Good morning @HalAlee!

We'd be happy to take a closer look to see what is going on with your account! Feel free to send a private message to @CommunityHelps and provide us with further details of your concern. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[LiveLoveLaugh69]

I too have experienced this issue and I am very very upset. The customer service agent on chat ignored me and not focused as they should be seeing the needs of a current customer. Then he ended the chat when I told him that I said I didn't want a credit check. Or I never would have spent the last hour wasting my time on getting a pre-owned phone at that. I'm so upset and feel to cancel my business internet service. I hope your experience was rectified by rogers. Im not confident anymore with the big companies anymore not standing by their services and products