"Undefined" Error When Inputing Amex Credit Card Number for Automatic Payment

[casperleung]

I'm currently in the process of setting up automatic payments using my Amex card. However, I've encountered an issue where, after entering my credit card number, the field displays 'undefined.' I've carefully checked my information multiple times and attempted different web browsers, as well as using the MyRogers app, but I continue to face the same problem across all these methods. I even visited a physical Rogers location in person, but unfortunately, they were unable to provide a solution to the issue as well.

*Added Labels*

[blkc]

Nope, same error as of this morning. I cleared cache on chrome and also tried edge (never visited rogers before), same issue. Tried mobile app also and didn't work.

[saracali]

Nope, @RogersYasmine it still shows the exact same error...the card number, once entered changes to 
"undefined"

[bmwmario]

No change, @RogersYasmine it still shows the exact same error. Has your team looked into the possibility that the error is related to Amex cards beginning with 3401 ? There are some members here who have stated that their card begins with these digits. My card begins with 3401. 

BTW, I am totally disappointed with the lack of follow up by Rogers' Office Of The President advisors. I have left numerous messages and sent multiple emails about this issue and have not heard back from either of the two individuals I reached out to. Absolutely unacceptable!! I've been a Rogers customer for over 35 years, and I can't get a return call from either of the 2 escalations advisors who supposedly are to handle issues that have reached an escalation level of The Office Of The President. WOW!!! Might be time to consider an alternate provider who values me as a customer. Feel free to pass this message onto your President.

[bmwmario]

I just received this from The Office Of The President..... absolutely ridiculous 

[jamesaldea]

After several chats and phone calls yesterday from different agents and giving them my credit card information upon their request, I woke up this morning with several fraudulent charges on my Amex account. $350 from Shaw and $600+ from Bell. Great job Rogers. There’s no way that those charges were made by somebody else but Rogers. I just got this credit card.

[abhikghoshal]

I also recently got an Amex card which I intend to use as my primary credit card . It also starts with 3401 and the card number is 15-digits long. I also get the same error when I try to pay my Rogers internet bill and my Fido mobile bill using that Amex card. It seems that the credit card validation logic at Rogers and Fido needs an update to accept these Amex cards. Fido community forum post link: https://forums.fido.ca/t5/General-Support/Adding-Payment-Information-Error/m-p/203231

[de10]

Also experiencing this. I thought payment methods were solved years ago? Fortnite accepts Amex, but not Rogers.

"leading technology and media company that strives to provide the very best in wireless, residential, sports, and media to Canadians" mhm...

[sylvester32]

just got my amex cobalt card that begins with "3401". Exact same error.  A bit ridiculous considering the time we live in.  I just moved back from the US.  Never has these issues there and if so, expeditiously resolved.  Is Canada in the stone age wrt financial services technology???

[Sai8991]

I’m in the same boat as you.
I have called them multiple times just to get disappointed by their service saying please try later while it’s happening for many of the folks like us.

Very dissatisfied 😡😡

[sgilani]

I tried today and still receiving the same error

[ajakew]

Still having this issue, please get this fixed rogers!

[RCH3WY]

Unbelievable how such a large company cannot solve a simple payment issue! Rogers please get this fixed, this is unacceptable to have such rudimentary technical issues in 2023... 

[jamesaldea · Accepted solution]

Hello everyone, 

New Amex credit card with starting account number 3401 is working now. I can confirmed as I just updated my payment information and my new card with starting 3401 went through. 

[RogersYasmine]

Thanks for letting us all know, @jamesaldea !

I've also received confirmation that this matter should now be resolved for everyone, so hopefully, this is the case for all of you!  We appreciate your patience in this matter!

Kind regards,

RogersYasmine

[bmwmario]

Is working for me as well.