Contacting the fraud department

[MartineDube]

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.  

*Added Labels*

[RogersMoin · Accepted solution]

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

[Leng27]

Good evening, not sure if I'm supposed to reply or make a new messaging thread. I am currently dealing with the exact issue. I called Rogers customer care and purchased two phones and two addition lines. I waited patiently only to be told that my order had been canceled due to fraud. I have called the fraud department over 10 times and have yet to get a call back. I call customer care and they cannot help me. I am very frustrated. I would like to take advantage of the current sales. Please advise on how to proceed. Thank you

[RogersZia]

Hi @Leng27, welcome to the Community!

I absolutely understand your concern. I always look out for the holiday sales too. Did customer service tell you why your order was flagged as fraud? Did they recommend speaking to the validation team or the fraud team?

FYI, you can always check out a Rogers store to activate new lines. Just make sure you bring your ID with you. 

RogersZia