My phone was stolen, and it wasn’t replaced.

[Adgozalowa]

Although Likewize said they would review my claim within 2 business days, I received a denial email just an hour later. It was fast and not fair. My work depends on my phone, and when I first arrived in Canada, my relatives, long-time Rogers customers, recommended your service. Rogers also advised me to get device protection from your partner Likewize, and Rogers deducted money from me for it each month, but they didn’t cover anything after the incident. After waiting over an hour on the line to speak to the escalation team, I was told I’d get a callback within 24 hours. It's been more than 48 hours, and still no response. I understand you have many customers, but we pay for service that should resolve our issues. If this problem isn’t resolved, I may switch to a provider with better customer service.

***Edited Labels***

[RogersYasmine]

Greetings @Adgozalowa ,

Thank you for joining us in our community and for sharing your recent experience. I'm saddened to hear that it hasn't met your expectations. 

May I clarify, did you escalate your issue through Likewize or through Rogers? I know in both circumstances, it may take up to 72 hours to hear back depending on how busy they are. Since posting here, have you heard from anyone and has a solution been provided?

If you are not in agreement with the decision made by Likewize, I would recommend escalating to their Tier 2 support, if not already done. 

Please keep us posted!

RogersYasmine