Rogers MasterCard, New Online Banking

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Resident Expert
Resident Expert
Posts: 2,548

Rogers MasterCard, New Online Banking

Rogers launched its new Online Banking Website today.  Unfortunately, there are a few issues that I noticed right away.

 

1. There doesn't appear to be a direct link to the "My Rewards" page showing how many reward points/$ you have.  It used to be on the "My Accounts" (or landing) page.

2. You used to be able to click on a particular transaction and it would show you details of that transaction like time of transaction, foreign exchange/currency if applicable, etc.  This is not currently available.

3. I tried to send a message but all I get is a "we're sorry" pop-up and the message is not sent. 

4. All of my previous messages/service requests are currently "lost" and are not available for viewing.

5. I did an "ask Ruby" and she said:

 

"We launched our new Online Banking experience for our customers today.  We have come across a few temporary performance issues, but our IT teams are aware and are working on a fix." Smiley Frustrated

 

 **Labels Added**



Moderator
Moderator
Posts: 1,861

Re: Rogers MasterCard, New Online Banking

Hey @57,

 

Thanks for making users aware of this issue! Smiley Wink

 

These concerns are expected to be temporary and while it is being looked into, access to "My Rewards" has been briefly disabled.

 

Thanks for your patience as we work towards a quick resolution.

 

RogersMaude

 

I've Been Around
Posts: 1

Re: Rogers MasterCard, New Online Banking

Since you have briefly disabled "My Rewards" is that why the rewards app is not updating also? Doesn't appear to be any updated transactions in 2019 so we are not able to redeem on the app.

 

Could you guys look into this issue also?

I've Been Here Awhile
Posts: 3

Re: Rogers MasterCard, New Online Banking

Can you also figure out why when I download my transactions via OFX the program I"m attempting to import them into says there are no transactions to be found.  Downloading transactions in OFX via the previous website was a non-issue and worked great.  Since the implementation of this new site I'm unable to download transactions and import them into my budgeting program.

Moderator
Moderator
Posts: 550

Re: Rogers MasterCard, New Online Banking

Hello @weaserr & @JJLC,

 

Welcome to the Rogers Community Forums! =)

 

I use the Rogers Mastercard pretty often myself so I can understand it can be a bit concerning when a big change like this happens.

 

@weaserr, with the "My Rewards" temporarily disabled the "Pay with Rewards" app will not show any transactions to redeem. Once the "My Rewards" has been re-enabled this functionality should return. I was getting the same error message myself when I tried to redeem.

 

@JJLC, it's strange that the new website is showing no transactions to be found when downloading your transactions to the OFX file format. Are you able to see your transactions without issues via the website interface or does it also show no transactions? Can you try downloading the transactions in the CSV file format to see if transactions appear there?

 

Keep us posted on the results!

 

RogersTony

I've Been Around
Posts: 1

Re: Rogers MasterCard, New Online Banking

OFX file contains no transactions

 

I am also not able to load your OFX file into my financial software.  No problems with OFX files from other financial institutions.   Message is "error reading file".

I've Been Around
Posts: 1

Re: Rogers MasterCard, New Online Banking

I’m having an issue with my transactions not updating past December 31st 2018. Nothing into the new year...I’ve deleted the app, signed out and most recently updated the app to its newest version (Jan 23, 19) has anyone else experienced this and found a fix? It’s quite annoying. Thank you in advance.
Resident Expert
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Posts: 2,548

Re: Rogers MasterCard, New Online Banking


@57 wrote:

2. You used to be able to click on a particular transaction and it would show you details of that transaction like time of transaction, foreign exchange/currency if applicable, etc.  This is not currently available.

4. All of my previous messages/service requests are currently "lost" and are not available for viewing.


I sent a couple of messages to Rogers bank and I received the following responses that left me unimpressed.

 

2. It seems this (exchange rate) information is only available now on the statements, rather than on the transactions. Even the statements don't provide the time of transaction. It would be nice if this were available on the transactions, before you get to the statement stage, in case there are any issues.  It was available before, why not make it available on the new website?

 

4. Simply deleting all the previous correspondence (messages, travel notifications, etc) is not very nice (it is not available on the new website).  I would have made copies (screenshots) of some of this, had I known it was simply going to be unavailable on the new website. This is simply lazy programming!!!

 

One other issue with the messages is that you cannot reply to what they send you.  You cannot carry on a "conversation", only send a message and receive a reply, which then ends the conversation. Not very user friendly... Smiley Sad

 



I Plan to Stick Around
Posts: 8

Re: Rogers MasterCard, New Online Banking

The new website is truly horrendous. I often use this card for business purchases and travel and sometimes have tens of thousands of dollars that I need to be reimbursed for. Not being able to access the foreign currency amounts from the website means I can't get reimbursed for them until I receive my statement. What a nightmare.

 

The other problem I'm noticing is that the balance shown on the website doesn't match the balance I calculate by downloading the CSV data. I use an Excel spreadsheet I use to track my expenses by copying and pasting the CSV exports. With the old site, the Excel spreadsheet used to agree with the the current balance.

 

I can't stand when companies "fix" sites which weren't broken. The old site was extremely efficient, sure it didn't have pretty pictures of lighthouses but that's not really why I go to my credit card website...

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Resident Expert
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Posts: 2,548

Re: Rogers MasterCard, New Online Banking


@Kmo12345 wrote:

...Not being able to access the foreign currency amounts from the website means I can't get reimbursed for them until I receive my statement. What a nightmare.


If you have your receipt (in the foreign currency) and the final amount charged to you (after the "pending" amount has changed to actual on the transactions page), you should be able to be reimbursed...  I agree that this information was quite useful.  I also agree that many websites, much firmware, and many man/machine interfaces have become "pretty", but actually less useful.  Style over substance unfortunately.