Rogers MasterCard, New Online Banking

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
I've Been Here Awhile
Posts: 2

Re: Rogers MasterCard, New Online Banking

You're probably right about the transaction fee being added after the fact. I should keep an eye on that as it changes.

Fact is, though, that I don't even find the website all that "pretty". It's still somewhat atrocious to navigate, AND gives garbage output. Doesn't seem to match any front end standard that I have ever seen. I wonder if there is a timeline for updates? In this day and age of agile development, we should be able to get incremental fixes. I'm assuming the backend still has the data, and these are just lipstick fixes, otherwise, we're in real trouble!
I Plan to Stick Around
Posts: 9

Re: Rogers MasterCard, New Online Banking

I have called numerous times about this issue and unfortunately I think the new website actually encompasses more than the site that we the customers see. From what I could gather over the phone, customer service no longer has access to any foreign transaction data either. I asked for the amount in USD of a transaction and was told that I would have to wait until my statement was made available since they didn't have access to this information either.

I also pressed them for a timeline on when these issues would be resolved and they wouldn't say anything other than that there are new fixes every day. Personally I haven't seen any changes other than the missing rewards portal in the first few days after they launched.

I've Been Here Awhile
Posts: 2

Re: Rogers MasterCard, New Online Banking

OFX download is now completely broken.  It's not even close to following the standard, which is pretty clearly laid out here:  http://www.ofx.net/downloads/OFX%202.2.pdf

 

Positive and negative values in the file are actually reversed (and they were correct before!).  Per the standard:

The amounts in these transactions should be signed on the basis of how the account is affected, e.g. a DEBIT should have a negative value.

 

The transaction types <TRNTYPE> don't even use values allowed by the standard.  And the garbage transaction types aren't even used sensibly.  "Purchase" shouldn't be used for both debit transactions (when buying things) and credit transactions (cashback rewards).

 

Without including a transaction ID <FITID>, there's no way to catch duplicates.  Again, this was there before.

 

And leaving out any account information will break Quicken/Mint/every other piece of software that needs to identify which account the transactions are coming from.  Including pending transactions breaks EVERYTHING.

 

Please just revert to the original export code.

 

I've Been Around
Posts: 1

Re: Rogers MasterCard, New Online Banking

I confirm all the issues mentioned in here with the OFX download. It doesn't work anymore ( I tried it in two very popular personal financing software). It was working just fine before the website was updated.

 

Please fix it asap.

I Plan to Stick Around
Posts: 9

Re: Rogers MasterCard, New Online Banking

Have you guys called the phone support to complain? I know how painful it is to go through the stupid automated robot but if multiple people don't complain they are not going to fix anything.

I've Been Here Awhile
Posts: 2

Re: Rogers MasterCard, New Online Banking


@Kmo12345 wrote:

Have you guys called the phone support to complain? I know how painful it is to go through the stupid automated robot but if multiple people don't complain they are not going to fix anything.


Yeah I sent support messages via the secure interface... got back this (not exactly helpful):

 

Thank you for Contacting Rogers Bank. We currently only offer to download transactions in the pdf and cvs formats or you can download your statement in the form of a PDF file. At this time, you will need to convert the file to a compatible Quicken format in order to import it. We appreciate your feedback as we are continually looking for ways to improve. We apologize for any inconvenience.

I Plan to Stick Around
Posts: 9

Re: Rogers MasterCard, New Online Banking

I am also getting nowhere with Rogers support.

 

They have stopped acknowledging there are any problems and now just tell me to wait for my statement.

 

"Thank you for contacting Rogers Bank. You can view your foreign transactions by downloading your statement in the format you require. The statement will provide you with the amount in Canadian and other funds. It will also provide you with the exchange rate of when the transaction posted. We apologize for any inconvenience this may have caused."

Resident Expert
Resident Expert
Posts: 6,052

Re: Rogers MasterCard, New Online Banking

If you're having issues with Rogers Bank, maybe its time for an official complaint as indicated here:

 

https://laws-lois.justice.gc.ca/eng/regulations/SOR-2013-48/page-1.html#h-2

 

How to file a complaint:

 

https://www.canada.ca/en/financial-consumer-agency/services/complaints/file-complaint-financial-inst...

 

 

Rogers Banks is listed as a Federally Regulated Financial Institution:

 

http://www.osfi-bsif.gc.ca/Eng/wt-ow/Pages/wwr-er.aspx?sc=1&gc=1&ic=1#WWRLink111

 

 

If necessary, contact the Financial Consumer Agency of Canada with your complaint:

 

https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

 



I Plan to Stick Around
Posts: 9

Re: Rogers MasterCard, New Online Banking

Thanks for the idea @Datalink 

 

I was looking into the Mastercard Rules and unfortunately I don't think there is any requirement that a bank has to provide foreign transaction details anywhere other than on the end of month statement.

 

Despite this, my Visa and Amex both have the features that the Rogers Mastercard used to have before this new website was launched.

 

There also doesn't appear to be any requirement for the transactions to be available with OFX or CSV export :'(

 

If anyone else wants to look through here is the link https://www.mastercard.ca/content/dam/mccom/en-ca/Documents/mastercard-rules.pdf

Resident Expert
Resident Expert
Posts: 2,818

Re: Rogers MasterCard, New Online Banking

1. I noticed that my statement was available on-line, however, as was the case last month, I had not received an e-mail, like I had before the new website.  I do get all my other e-mails from them like when I get a reply to a message.

 

2. I was going to send a message to that effect, however, whenever I clicked on "send", I got the following:

 

Sorry! The information you have entered is not correct. Please verify your data and try again.

 

I tried again making sure to login again properly, making sure not to exceed the (relatively low) number of characters, etc.  Still no luck.

 

3. So, I gave them a call and they stated that they were having issues with messages if they contained "special characters" (like brackets, number signs, quotes, etc).  I removed all the special characters and the message went through.  They are working on this issue - I guess periods and commas are OK.  Smiley Wink 

 

4. While talking to the agent about these two issues, I mentioned that the new website didn't allow you to click on transactions and get time/foreign exchange information, etc.  He stated that a lot of people had requested that and they are working hard on fixing all the deficiencies of the new website.  It'd be nice to get that back.

 

5. I also mentioned the "download" issues.  I guess they've got a lot of work to do, but it sounds like they are working on the issues. Let's hope it doesn't take forever.  The nice fellow I spoke to seemed to be sympathetic with our issues and probably tired of hearing them...