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Contacting the fraud department

MartineDube
I've been around

My boyfriend waited 45 minutes in a store for service and got fed up, went home and made an online order instead, wanting to switch from Bell after I told him about Rogers being a good company.  They cancelled his order without notice.  He chatted online and found out that it was cancelled for fraud suspision.  He has left several messages with no return calls to the fraud department.  I find this completly unprofessional and unbelievable.  Not sure what to do at this point.  

 

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Re: Contacting the fraud department

RogersMoin
Moderator
Moderator

Hello, @MartineDube.

 

Welcome to our Community, and thank you for posting your concern.

 

We understand your frustration and disappointment with the cancellation of your online order. We understand the importance of timely and respectful service and regret falling short of your expectations.

 

We want to assure you that we take fraud prevention very seriously and have strict protocols to protect our customers and company from fraud. However, we understand how the situation was handled has caused unnecessary stress.

 

Thanks for leaving the voicemails; however, the investigation takes time, and a member from the Fraud Management Department will contact you to discuss the next steps. If you are still waiting to hear back in a week, please let us know so we can look into escalating it for you.

 

We appreciate your patience and cooperation in this matter.

 

Regards,
RogersMoin

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1 REPLY 1

Re: Contacting the fraud department

RogersMoin
Moderator
Moderator

Hello, @MartineDube.

 

Welcome to our Community, and thank you for posting your concern.

 

We understand your frustration and disappointment with the cancellation of your online order. We understand the importance of timely and respectful service and regret falling short of your expectations.

 

We want to assure you that we take fraud prevention very seriously and have strict protocols to protect our customers and company from fraud. However, we understand how the situation was handled has caused unnecessary stress.

 

Thanks for leaving the voicemails; however, the investigation takes time, and a member from the Fraud Management Department will contact you to discuss the next steps. If you are still waiting to hear back in a week, please let us know so we can look into escalating it for you.

 

We appreciate your patience and cooperation in this matter.

 

Regards,
RogersMoin

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