Account Cancelled

[Dustindougall]

I recently set up my account. Upon registering for MyRogers and linking my account I checked back in to see that my account has been cancelled. Why would this be?

[RogersMaude]

Good day @Dustindougall,

Welcome and thank you for posting your inquiry to the Community!

We appreciate you took the time to reach out to us via private message @CommunityHelps, because in order to answer that question we did need to access your account.

Don't hesitate to let us know if you require further assistance!

RogersMaude

[Sundiya143]

Same thing happened to me. Placed the order on Oct 17th and today I saw on my rogers account as it has been cancelled even though I paid 20% device balances!! Ridiculous and I cannot get through any body at the call center. If they really suspect these accounts as fraud why not call and direct them somewhere to verify IDs such as at Canada post or even at rogers store before proceeding with the order and credit checks.

[RogersYasmine]

Hello @Sundiya143,

Thanks for sharing your concerns here in the Rogers Community. 🙂

I'm sure it was quite the let-down to find out that your recent order was cancelled. I would hope that there would be a reasonable explanation for this. As mentioned in this post, kindly send us a Private Message so we can investigate this further for you to see what went wrong. 

Thank you!

RogersYasmine

[Sundiya143]

Hi, issue has been resolved.

Thank you

[lucjoyal893]

Hi Sundiya143, could please tell us how you resolved your issue. I'm experiencing the same thing here. Account cancelled without explanation and they asked me to call a guy who never picks up his phone, so I am facing a dead end. I would really appreciate your help on this one.

Thank you

[Sundiya143 · Accepted solution]

Hey!! I called this number 1(888) 764-3771 and spoke with agent. This is the fraud department. They advised me to take the IDs to any rogers wireless corporate retail store and verify. When I went to store the employee there called the validation department to verify. If you place orders for high priced phone devices Rogers or any telecommunications company will cancel/hold your account until its verified. It sometimes best to go to store and place the order. I would suggest you call the number above and they will look in to that for you.

Hope this works!!

[lucjoyal893]

Thank you for your answer I'll try that... But still I think cancelling an account  without prior notice is too much. What was the credit check for then? Anyways that's my opinion

[customer5352]

I am a new customer with Rogers and I have found Rogers extremely unhelpful, unresponsive and fraudulent in my experience so far. Really frustrated with Rogers as a new customer.

14 Nov - opened account

15 Nov - received SIM but account was already closed by that time

I contacted Rogers,  I was advised that some fraud took place and I have provided just a phone number and a name to talk to about the details. I was also informed that due to Fraud no payment is required from my end. I contacted the number several times, left voicemails with my contact number. I have never received a call back, and I have never received any communication from Rogers about what happened. Rogers just sent me a bill of full amount due by Dec 11. 

I was advised that only 1 person from Rogers is authorized to talk about my case. Called and left several voice messages on that number since 15/11. No callback or communication yet. Other support agents do not share any info as they are not authorized and end up providing the same contact number and extension on every call. Extremely unhelpful!!

[jÜdhëä]

What happened to the phone that you ordered? Did you reorder it? Via who? The store or their customer care? I am facing the same issue.