Paid an Old Closed Account

[oceanc1]

2 weeks ago, I made a large bill payment of several thousand dollars thinking I was paying off my credit card bill, but accidentally sent the money to my old Rogers account which is no longer active. My bank statement clearly shows that I’ve made the payment to a rogers payee, and theres only one rogers payee on my bank account.

I’ve been through the customer support hoops multiple times now, and the agents were unable to locate the payment?? I don’t know what to do now and I’m out thousands, and reading this thread further scared me: https://communityforums.rogers.com/t5/Account-Support/Misapplied-Payment-to-old-account/td-p/525055

Can someone please advise how can I get my money back?

[Pauly]

the only way you can do this is thru your bank, if you paid thru the rogers portal, you can only pay an "active" account.   the best thing to do is print out any confirmation numbers you have any any screen shots etc, and take them to the local branch and ask to speak to the manager and see what they can do

[oceanc1]

I’ve called my bank and since the payment is 2 weeks old, they said it cannot be reversed anymore on their end, and that I need to contact rogers.

I’m assuming this is the same person who was in Rogers limbo a few months ago posting about their experience dealing with the bank after making the same mistake: https://www.reddit.com/r/Rogers/s/MubtydLAzE

[Pauly]

ok so call rogers now and ask them.

[oceanc1]

“I’ve been through the customer support hoops multiple times now, and the agents were unable to locate the payment?”

Phone support wasn’t getting me through to the right departments, so I’m here asking for who else I can contact hoping to find more answers. I’m trying my best here to exhaust options before going through legal options

[Pauly]

I understand that sounds very frustrating, but keep trying my friend, keep trying

[RogersZia]

Good morning @oceanc1,

Do you know if the rep you spoke to created a case to track this payment? If yes, please know these inquiries can take around 10 business days to be actioned. I realize the amount you've mentioned is significant but we won't be able to return funds unless we're able to find where the payment is.

If you're not sure that a case was created, please let us know and we can create one for you.

RogersZia

[oceanc1]

Hi, I know a case has been created, and it's been well over 10 business days now. I haven't received any form of notice or updates yet from Rogers. I've sent proof to the Rogers.CUPID@rci.rogers.com email as well, and am still just waiting to hear back.

[RogersMoin]

Hello, @oceanc1.

We appreciate your continued patience. We can review the case notes and provide you with updates; please send @CommunityHelps  a private message. You can find details about our private messaging in this blog.

Regards,

RogersMoin