Unauthorized Credit Reporting from Rogers

[SCole]

First to start off sorry about my grammar or spelling, so frustrated, I'm posting this for advice and to make rogers aware, So I have been struggling to open a new account, issues are private as following the community guidelines. I have contacted rogers multiple times this time hoping my case will be solved on Friday, after the 2 months of communication, but let me tell you, the miss information and lack of either willingness or policy that they have to follow are beyond me.

I have had 3 separate managers on different dates from one of the more, lets just say higher areas of rogers tell me 3 different story's or requesting I do something, that I have done already multiple times, and they continue in the same sentence stating that they had received the information that was being looked into by submitting a case to a so called "higher dept" that I can't get a name to or even a phone number directly to get this solved (hope this makes sense).

I'm also a person to avoid conflict, so this is the first time I have ever with a company requested a manager, but then still can not solve my issue that is actually solvable with "proof" This so called proof has been submitted a dozen times and a company above rogers has submitted this proof recently. I'm so fed up to the point where there might just be a possible case with a complaint with someone not from rogers that can take action, for the very very serious issues made by rogers, causing lifestyle harm.

I'm trying so hard to solve this issue with rogers, but when a manager tells me/direct or claim something, I sure do not want to hear a dozen uhs,ums,theeee etc, this makes me believe that my issue will not be solved this coming Friday and if not again I will be talking to a manager instead of a rep. 

I hate escorting this please help me in getting what i'm looking for any advice in talking to some of these reps/managers, I would like to think I'm nice when talking, can be a little mean, but only when I'm getting the same response over and over and over leading me in a never ending circle I know rogers has a 100% control of.

Is there a department that can help solve a issue with my accounts, that's a bit more advance/solves problems between department's maybe even a complaint department that can help solve these issues with these accounts before I file a case with a third party telecom complaint solver 🙂

Thank you hope this is useful and someone can direct me.

p.s one of the managers was super nice, but information given inaccurate based on result's and again a never ending circle.  

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[SCole]

Unauthorized reporting from someone using the name "rogers". I have an account with rogers, but its a programmed/locked account, so I have never given rogers my information recently is this normal, I keep getting reporting from them they look weird, might be a scam/caught a virus idk help me.

Edit: Forgot to mention this is on my credit report.

[SCole]

I found out its actually rogers still reporting on old debit, that has been cleared/not responsible and I had a chat with the credit ops dep and they wont do anything until I have information submitted to rogers again this has happen multiple times, but I have contacted transunion they fixed it, but rogers is still reporting on equifax, I wonder if ccts can help with this or if the rogers fraud department can help the credit ops are unable to do anything from what I have been told. I'm a 100% sure this is illegal activity from rogers, should I put a fraud alert also on my profile.

[RogersYasmine]

Hi @SCole,

Thank you for sharing your recent experience with the community! We're disappointed to hear that it wasn't the best. 😟

We certainly don't want you to feel like you are getting the runaround or that your matter is not important to us. 

If possible, please send us a Private Message @CommunityHelps so we can discuss your situation in greater detail to determine what we can do to help! For more information on how our Private Messaging system works, please CLICK HERE.

Thank you kindly!
RogersLaura

[SCole]

Thank you for the quick response, I have sent a message over there, I know how much control rogers has over account's its if the decide they want to risk or not there job over certain account's, they only have policies and systems that would block them from doing extreme things within rogers. its extremely frustrating since i'm literally handing my business on a silver platter, there is so much proof/info for them to 0 out an account, but they need proof/the info I had given them, I feel that I am talking to someone on a script including the last manager I had talked, but without the formal response to my issue. there is no way you are telling the truth with a 100 uhs and ums or over extending words science has proven so.

I hope this is alright to say not attacking this company as I have family that use rogers, I love rogers, but the customer experience could be alot better as the telecom business has probably the most control at a very low ranking in a company(Like overriding issues and bypassing systems) the activity that rogers is doing that i'm trying to solve in person is HIGHLY Illegal on there end and ultimately costing me, and they are still doing it, after transunion stepped in. Someone should literally be calling me (extra, I know) to get this solved, because it's making it even worse.

claiming you did not receive this information is not going to make sense because 3 different companies have sent the info needed to 0 out an account and stop reporting.

There has to be a higher rogers department, isn't there?

[RogersMaude · Accepted solution]

Thank you for your reply @SCole! You're very welcome.

We completely understand your point of view and the frustration this ordeal generated. We escalated the situation to the "higher department" and are confident you'll be contacted back in a timely manner.

Thanks again for giving us the chance to rectify things. We appreciate your feedback greatly!

Regards,

RogersMaude

[apete25]

I got a call from Rogers yesterday to set up a new internet connection for a new property. He asked for my ID even though he had my account details. I asked him explicitly if there is a credit check and the rep mentioned its only for setting up my account profile and not for a credit check. Today I got to know there is a hard hit on my credit report. It is illegal to do a credit check without approval. The rep who called was Arjit and his number is 416 317 xxxx (Edited info - Keep personal info private). Very dishonest behavior from the rep or poor training. I am reporting this to the credit bureau.

[RogersRob]

Hello @apete25, 

Thank you for your post and welcome to the Community. 

I can understand your concerns in regards to your recent interaction with our customer service. We certainly want to take a closer look and review the available options to rectify the situation with you. 

Please send us a PM @CommunityHelps so we can gather account info and get started. 

If you're not familiar with our PMing process, you can find instructions here.

RogersRob

[JohninLondon]

As something totally new to me as a 30+ year BELL customer, to have ROGERS decline to add a service to our home account because of "credit issues"?      Also new to me is that a fee is required for credit info from Transunion.   So a surprise $28 later I now see that my credit rating is better than 79% of all Canadians.    What next?   Is that rating not good enough for ROGERS. 

[Cooeell]

I was told a soft credit check would be done to the credit bureau to set up my phone's. I came to find out a hard credit check was done. I would like to send a dispute to the credit bureaus to have this removed but it would look better for the company to remove it as I was lied to.

[RogersJo]

Greetings @JohninLondon , @Cooeell! 😊

A warm welcome to the both of you's and congrats on your first posts with us! 🙌 Thank you for contributing to the conversation and bringing this up to our much needed attention.

We most certainly appreciate your loyalty and tenure with us @JohninLondon. This is most definitely not the type of experience we want you to be having. In the event that your request to add an additional service is declined, there can be a multitude of factors that may very well prohibit the request. 

@Cooeell, I hope you're enjoying your new devices! I know firsthand the importance of staying on top of your Credit Score. We're saddened to hear what transpired as I can completed understand how this has dampened your experience. 😥 

We'd be more than happy to have a more in depth look for the both of you to get this ironed out. Feel free to send us a Private Message @CommunityHelps so we can have a gander together. For more information on how our Private Messaging system works, please CLICK HERE.

Looking forward to hearing from the both of you!

RogersJo

[histerica]

I have been going through the same thing - following a cross province move my rogers acct became so screwed up, I was constantly seeing in arrears notices, which would cause me to make a double payment. I finally cancelled and went to bell despite being a rogers for more than 30 years.  Since then you have sent two credit agencies after me fraudulently, one actually illegally filling a report. So based on advice of consumer protection agency - I contacted rogers - who has done nothing but reopen the account - and now I have two bills. 

MULTIPLE rogers employees have acknowledged that there is no basis for the charges, nor do they have any idea what they are for.  I need to get back to the manager level that reopened the acct to have this resolved - but your managers are now refusing to speak to me. 

And now I have more than $300 in random charges, have spent close to TEN HOURS on the phone with your team, being disconnected at the two hour point.  I need someone with enough seniority to contact me to resolve this immediately.  I am about to try the phone one last time. This is ridiculous. 

[RogersJo]

Good Day @histerica 

Congrats on your move! 🙌 We're sorry to hear what transpired and we're saddened to see you go. More than 30 years is quite a bit of time and we most definitely appreciated your loyalty and tenure with us. I can imagine that unexpected bill charges can be rather concerning. I can see that you have been referred to our Office Of The President's office. Have you since been in contact with an advisor?

Looking forward to hearing from you, 

RogersJo