Unexpected Cancellation due to Fraud?!

[arung]

Last month I got a call from someone who pretended to be Rogers employee as they had few of my information already. They provided me discounted plan offer on Rogers with Iphone 15 Pro max upgrade.  I liked the offer and provided some more information to complete the order.

In reality they were a scammer. They took my information , called rogers after 2 days pretending to be myself and ordered samsung Z4(wrong device) , I immediately asked Rogers to cancel as that's not what I wanted but Rogers mentioned that I need to wait and Ship it back. Rogers cusotmer care opened the ticket to resolve this. When I called today to check the status, they mentioned ticket is resolved and closed.

Today they opened one more ticket to help resolve this. 

Is there any way I can get in direct touch with fraud deportment,

Any idea how this would be proceeded? Would Rogers reverse any upgrade or charges that happened In this and secure the account for any further fraudulent activity ? 

***Added Labels***

[LordDrakkon · Accepted solution]

You can contact the Rogers Fraud Department at the following number.

1-888-383-2080

Leave them a detailed message and how to contact you and someone will get back to you after they look into the matter.

[arung]

Hi, 

I did call this number and left messages. No one has responded back yet. No call back, nothing. Do you know any extension by chance where I can talk to the team. 

[RogersJo]

Good Day @arung! 😊 

Welcome to the Community! I'm saddened to hear what transpired. With all the scams out there nowadays, one cannot be too dilligent. With that said, it is imperative to ensure that in the event that you are unsure of an offer, to kindly reach out to us to inquire and please refrain from providing any of your personal or account related information. Has the issue been resolved since you last posted?

Generally, if a fraud case has been created it does take anywhere from 24 hours up to 10 days depending on the nature of what has occured on your account for them to connect with you. Have you receive contact with them since? We'd also like the opportunity to take a look into your account to see if there has been a fraud analyst assigned to your case. Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

I also found a super helpful blog regarding Protecting Yourself Against Fraud that may be helpful for future reference as well. 

Looking forward to hearing from you, 

RogersJo 
 

[HelenMei]

I had the same experience as arung.

I called rogers and asked to send email to this address: backofficesupport@cs.rogers.com 

I don't know what those scammer did with my account yet.

[HelenMei]

but the email address doesn't work.

[RogersZia]

Hello @HelenMei,

Welcome to the Community!

Have you tried contacting the team via the phone? Please check out this post for more info.

RogersZia

[Chithu006]

What happened now ?

[stc999]

Voicemail with answer

"Please provide the Agent extension now. Please call us back. Then disconnect.

I can not reach anyone as I don't know any Agent's extension.  Is there any other number I can try with an live agent. Thanks

[RogersCorey]

Good afternoon @stc999,

If you're looking to get in contact with our Fraud Department, we would have to escalate a case to arrange for a callback.

What exactly has happened that triggered your desire to get in contact with our Fraud team?

Regards,

RogersCorey

[cococlem]

I’m extremely frustrated with my experience today; I spent over three hours with an agent discussing plans, confirming trade in values, choosing a phone, and checking my eligibility for the preferred program, which I was approved for. After all that time and effort, I went ahead and signed up with Rogers and paid for the phone. Only to find, just seven hours later, my account cancelled and a note telling me to call the fraud line. This has been incredibly disappointing and confusing, especially after the detailed process I went through. I really need this sorted out quickly and would appreciate an explanation for what happened.

[vshibubv]

I need your help

[RogersYasmine]

Hello @vshibubv ,

A warm welcome to our community forums! We hope you like it here. 🙂

The Community has thousands of users and a selection of Resident Experts that are able to assist with almost any question or concern you may have. It is a living, breathing database of knowledge and answers. It survives on the Posts from users like you and seeds the answers that make the Community Forums a pleasant place to be!

When posting a new question or concern and looking for help or guidance, it's important to include as much details as possible in the body of your post. You may also use our Search bar at the top of the page to type in keywords to find similar posts/threads that may provide you with the info you are looking for. 

With that being said, what can we assist you with? For your own safety and security, please do NOT include any personal info (name, contact number/email, address, etc.) when posting a message. 

Thank you!

RogersYasmine

[franky5]

my phone number was acked and i am waiting for the fraud departement to call me back.

it has been 2 days without any calls.

i am receaving emails that my PIN number has Bean changed, and IT IS NOT ME.

something is going on and i cant reach the fraud departement, no messges could be left and they ask for an extation num. that I do not have.

0 does not work

What should i do.  The phone number was mine for 20 years!!! and I am skard that it could lead to more fraud

[RogersMoin]

Hello, @franky5.

Thank you for joining our Community and sharing your concern. We appreciate your PM and look forward to seeing the investigation completed at the earliest. We appreciate your patience.

Regards,
RogersMoin

[EPA2024]

Hello, I'm also trying to contact fraud department, but I do not have an extension # and when you call the fraud department number, you can't leave a message or contact anyone without an extension #

[RogersYasmine]

Hello @EPA2024 ,

Thank you for joining in on the conversation! I'm sorry to hear that you haven't been able to reach our Fraud Management team regarding your concern. May I please clarify, have you already reached out to customer care to advise of your concern to see if they can submit a call back request for this team? Are you able to provide a detailed description of the issue at hand? (Please do not provide any personal info if posting the details here publicly).

Normally, if the customer care agent deems that the issue is indeed fraud, they will submit a case to our Fraud Management team to be actioned. Once the case is assigned to a Fraud Management specialist, your account is documented by them, and they will investigate and reach out to you directly. 

We look forward to your reply. 🙂

Thank you,

RogersYasmine

[pawankumar041]

Hello, 

One phone number added to my credit report. which i never applied. i called Rogers they unable to find account number of that phone number. That is Hilarious. Rogers give me Phone no. to call Fraud department 18883832080. who required extension number. but no one knows extension number. what a joke Rogers. Are you guys proud of being a Canadian. That's shows your company have no reputation in keeping the clients and their concerns. Anyhow what's next how you guys can get contacted.