Lost payment

[Modarresimel]

Made a payment through my online back (Same Rogers account same back for the past 10 years. Rogers is claiming they cannot find my payment. My bank has verified and confirmed payment was made and went through with confirmation. Rogers still can't find the payment. I have been with Rogers for 14 years and banked with the same bank for 10 years. Never had any problems until July 2024 where Rogers claims I never made a payment. Bank says there has to be an issue with Rogers system because they verified the payment going through and accepted. Rogers lost my payment for my wireless account. I cannot believe after 14 years with Rogers they have lost my payment and refuse to do anything.. Rogers is blaming the bank, but the bank has proven the payment has been accepted and confirmed and verified.

***Edited Labels***

[jlc4]

Same thing here. Both blaming the other. I checked my latest bill more thoroughly and Rogers has added a new box with Banking ID which adds two zeros to the account number. Looks like they changed the account number and didn't bother to let customers know.

[Modarresimel]

Yes!! They tried to tell me too I needed to add 00 to the end of my account number. I have paid the same account for 10 years without those 00. But magically all of a sudden for July they wanted those 00. Now this payment is somewhere in limbo. Where last month it was fine without having those 00 like I can't fathom how 10 years worth of monthly payments went through but July 2024payment is wrong.

[RogersMoin]

Hello, @Modarresimel & @jlc4.

Thank you both for joining our Community and sharing your concern about your lost bill payment.

The 11-digit Bank Payment ID was introduced last year to make one-time bank payments either with a teller at the bank or from the customer’s bank website. Customers whose automatic bank withdrawals are already set up do not need to take action (unless they need to set it up again for any reason, they must use the new Bank Payment ID). However, all new customers must use this new Ban Payment ID to set everything up.

Online:

MyRogers app:

It may take 3-5 business days to reflect the bill payment on your account. We can investigate your bill payment and work toward a resolution. Please send @CommunityHelps a private message. We detailed more info about our private messaging in this blog. 

Regards,

RogersMoin

[Modarresimel]

It been automatic same back for the past decade. But for some reason y'all lost my payment. Still no solution. Still can't find my payment and it was 195$ very pisaed about how a company so large like Rogers is can misplace a payment that has been automatically been paid for a decade from the same bank to the same account number. It's magic

[shei4378]

Same issue here and they’re still blaming the bank - so four payments totalling $620 all gone sitting somewhere in someone’s account. No resolution - the bank will be doing a payment recall. See how that goes…