I recently checked my credit as our mortgage was coming up for renewal and much to my surprise my credit score was terrible. A derogatory rating and collection assignment was on my report due to an old Rogers Communication account with a balance owing of 130 dollars. I immediately called the Rogers call centre to find out why I was never notified of the amount owning. I opened this account for my son in 2012 and then transferred to him when he was old enough to have it in his name in November 2015. When I transferred the account I was told that everything was settled. I am STILL a rogers customer and have been for 32 years although the current accounts are under my husband’s name.
I contacted the call centre and spoke to Andrew (who was fantastic) and found out the details. I found out the old account number and he updated my postal code as it was incorrect on the old account. I suppose that may have been why I did not get the final bill in the mail? The call centre employee said I was sent the final bill via email. I did not receive it as I was not set up for that type of billing at that time and I assume it went to my spam folder. I did not receive a final bill and I had no idea I owed this money. I am a retired banker and know the importance of good credit. I would not have neglected this bill. It’s only 130 dollars, of course I would have paid it. Our household bills have always been paper as I’m old school and like a paper copy of things. It has only been recently my husband had to have electronic bills as that is all Rogers offers now.
I was NEVER sent a final bill. I was NEVER contacted by home phone about this 130 dollar bill, I was NEVER contacted by a third party collection agency either. I am hopeful this situation can be rectified here. I do not want to start the process of Disputing with TransUnion and Equifax and the Consumer protection agency but I have to have this derogatory rating off my credit file as it does not belong there and in my opinion was an error on Rogers part.
Fwiw, I would have no hesitation in starting a dispute process with both Transunion and Equifax. I think with Equifax you'll have no choice as Rogers reports account status to them from what I remember. Transunion, I'm no so sure. You would have to call Transunion to determine if there is a derogatory report on your file. You might find that there isn't one as Rogers might not report anything to Transunion.
Welcome to the community and thanks for posting your concern. Hopefully, all is well at your end. 🙂
I definitely understand the importance of wanting to maintain a good credit history and I'm sure it was disappointing for you to see an outstanding debt added to your record. Especially since you were unaware of it.
You mentioned that we had the wrong postal code on file for you and that you did not receive any emails regarding the outstanding balance owed. If possible I'd just like to clarify a few points:
- Did we have an accurate contact phone number on file for you?
- Was your billing address changed around the time that the 'Transfer of Responsibility' to your son was completed?
- Were you able to determine if the charges were legitimate after speaking to the Rogers representative?
Normally, once a wireless service is transferred over to a new person, the former account holder would still be responsible for any monthly service fees and usage charges incurred up until the date the services were transferred. Any remaining charges would be on the final bill. Hopefully, this provides some clarification.
In order for us to determine whether or not we did our due diligence with trying to notify you of the outstanding debt before turning it over to collections, we'll need to review your account further. If you'd like us to check into this for you, please send us a Private Message @CommunityHelps to get started. For more information on how our Private Messaging system works, please check out our blog.
Laura you asked the following questions:
Did we have an accurate contact phone number on file for you? YES
- Was your billing address changed around the time that the 'Transfer of Responsibility' to your son was completed? NO
- Were you able to determine if the charges were legitimate after speaking to the Rogers representative NO the associate could not look up the bill.
You also asked if I'd like you to look into if Rogers did their due diligence prior to sending the bill to collections, YES that is what I would like. I was not able to figure out how to do the private message thingy. Sorry!
Thank you and I look forward to hearing from you.
Normally, once a wireless service is transferred
Thanks for your advice. Rogers reports to both agencies. I pulled them both the same day. Equifax was offering free reports and when I saw the derogatory rating I decided to check with Transunion. I suspect I may have to start a dispute process but I wanted to give Rogers a chance to see if the problem could be rectified at their end. I also require information from Rogers to include with my dispute i.e final bill which I never received.