Misapplied Payment to old account

[xyz121]

I'm hoping this reaches someone or anyone that has any power to help me.

It has been a long 4 months. My issue is that I accidentally made a payment to my old INACTIVE in January 2024 for the amount for almost $1000. The payment was made through my bank via a bill payment. For some reason, the bill payment does not show up on the account. I've had multiple cases created for me, a refund case and a missing payment case and I keep getting different responses. I spoke to credit operations and they told me to send proof to the email address: Rogers.CUPID@rci.rogers.com, which i did. When I called to follow-up, I was told that I had to get a "debit authorization" through my bank so that my funds could be transferred to me. However when I contacted the bank and spoke to a manager they said no such "debit authorization" procedure exists. I sent Rogers my direct deposit form to Rogers.CUPID@rci.rogers.com , thinking that's what they meant and so today I got another email asking for the debit authorization form again. I do not know what to do.

I tried to contact customer care and credit operations again today but they have no information. They won't even acknowledge that an email was sent. They won't tell me anything, they both keep telling me to go in circles customer care directs me to credit operations and credit operations directs me to customer care. When I ask to escalate and speak to a manager they tell me they are sorry and they disconnect.

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[RogersJo]

Greetings @xyz121 😊 

I'm saddened to hear about the mishap that has occurred. I completely understand the urgency to get this issue resolved as $1000 is quite a bit of money. Did you happen to contact the bank to inquire about getting the transaction reverted when this transpired? I know that in some cases they are able to do so within a specific timeline. Has the issue been resolved since you last posted?

While we do not support our Credit Operations Department via this platform, I was able to verfiy that the email address is for our Payment Application and Research Team to investigate missapplied or missing payment inquiries. It sounds like there has been some movement regarding the missing payment.

If the issue is ongoing, feel free to send us a PM in the event that you still require assistance and we'd be more than happy to investigate this for you. For more information on how our messaging system works, click here.

Looking forward to hearing from you,

RogersJo 
 

[xyz121]

Hi @RogersJo 

The issue hasn't been resolved yet. I haven't heard anything back since I last tried to reach out to credit operations / customer service and that email address they provided. I did reach out to my bank but since it was a bill payment and not a typical transaction through the a credit card or debit card, it could not be disputed. They did provide me with some specific details like merchant id number, merchant sequence #, confirmation codes. A bunch of information from there end that states the money was moved into the rogers account. I can send a PM.

[xyz121]

As an update. I still have no solution for this and I am being sent in circles.

I was once again informed today that I have to contact the bank and get them to submit a refund request which I have already informed Rogers countless times that the bank refuses to do. The bank has told me I have to deal with Rogers directly. Someone Please help me.

[Christinekys]

i am in the same situation, did it get resolve?

[xyz121]

Hi Christine,

no nothing yet. Please let me know if you figure something out as well. Rogers refuses to accept the information I have submitted and insists the bank reach out to them. The bank says they do not reach out to 3rd parties on behalf of customers. So i'm stuck in the middle. I reached out to the office of the president as well and they weren't helpful either. I think my next step will be filing a complaint with the CRTC. Please let me know if you find a solution, perhaps we can work together.

[BinChen]

Has the issue been resolved? I’m facing the same problem. I contacted customer support, but they said they couldn’t find any information and asked me to have the rogers.cupid email address send them an email. So far, there’s been no response.

[Christinekys]

Yes it has been resolved once I escalated to the office of president. Only ppl there are capable of finding the right person to track down my payment finally . They then agree to transfer that credit to my existing account under the same name.

[RogersYasmine]

Hello @BinChen,

It's definitely concerning when a payment you've made goes missing like that. We'd be more than happy to take a look to see what's going on. 🙂

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

Thank you,

RogersYasmine