cannot recieve Rogers Bank SMS alerts

[banter1498]

This probably the last attempt I'll make at fixing this because I've literally exhausted every other solution/help. The rogers bank app has a feature where you can recieve alerts through texts. You need to verify the phone number in order to start recieving them. However I have repeatedly failed to recieve a single message allowing me to verify my number. My number is not with rogers. Ive checked with my mobile carrier and Have called rogers bank customer support multiple times to get this issue solved. Rogers bank customer support either suggested methods i've tried multiple times or say they have no idea. I've deleted my number and readded it to the app hoping it will send the message to verify but nothing. I've also made sure nothing is blocked by looking up the numbers used by rogers/rogers bank on the official sms short directory so it is not blocked.
I know its not my carrier because I tried using my family members number under our carriers family plan with the exact same features as mine. That number recieved the verification text on the first try. I tried waiting a few hours to change back to my number like some suggested when I googled solutions saying it might reset but nothing.
This literally the only place my number won't recieve a code from. Just rogers bank alerts, but strangely enough I'll get codes under different numbers or with promo info from rogers/rogers bank. Literally everything BUT the alerts. I've tried on the rogers bank app and on desktop. I've restarted my phone/reset all settings/airplane mode on off NOTHING.

Im not the only one who has this issue too and honestly from my experience with rogers bank so far...theres so much left to be desired compared to other credit card companies/banks services I've used. Not to mention basic account security features like one time use authenticator shortcodes that provide extra protection in the event you lose access to your phone number or it becomes compromised via sim swap etc.
Its very strange how different rogers bank is compared to other services offered by rogers and the quality of service they are known for.

I'll probably try again in a few months if miraculously it fixes itself in some random update.

[57]

I get my Rogers Bank alerts sent as e-mails.  Granted, these may not be instantaneous, however, it would be a very rare alert where I would need it to be, and it's certainly better than not getting an alert at all.

[Michael6666]

I have exactly the same issue.

I've switched phone. I've switched provider. So the same issue.

When I put my spouse's number instead of mine, the text notifications come in. Email alerts work fine.

[RogersCorey]

Good morning @Michael6666!

Have you tried contacting Rogers Bank for troubleshooting support? It sounds like you've already attempted all the basic troubleshooting and more. I would recommend reaching out through one of the options here: Contact Rogers Bank | Rogers Bank 

Regards,

RogersCorey

[Michael6666]

I have contacted Rogers Bank and did all the troubleshooting with them. They say it's on the carrier side as everything is working on their end.

I'm getting juggled between Rogers and Rogers.

I have an open ticket with Rogers cell phone service, we'll see if that leads to anything.

[banter1498]

I've contacted them on multiple occasions and the support only provided basic solutions that I've already tried and they weren't able to help more than that. No option to pass this onto to anyone higher that could fix this on Rogers end so I'm left to wait for Rogers to fix this themselves on their own sometime in the future. I've contacted my own cellular company and have completely troubleshooted any issues that could arise from my phones end. It can't be my end anyways since my family member with the same phone model and service are able to recieve SMS Alerts to their number when I entered it to test whether they would get verification texts.
Not to mention contacting customer service especially Rogers Bank is time consuming especially when the questions you ask support require them to put you on hold if the answer isn't easily available since the issue isn't common enough to have solutions beyond the basic "call your provider/update phone/ make sure sms isn't blocked/ retry later".
I realized this back when I tried asking customer service to confirm whether the email I recieved from rogers bank was in their official mailing list and they couldnt understand what i was talking about and put me on hold but couldnt say if they were sure or not. I had much better luck getting answers asking through community forums which is why I asked here as a last effort.
Also compared to their other services Rogers Bank isn't as well fleshed out or optimized like other Rogers services so they are much more limited compared to other banks I have used.
It feels like a dead end since you can't create a ticket to escalate this to a team that might be able to create a fix so I'm giving up for now.
I also don't want to trouble the support staff since I've worker in customer service myself lol.

[banter1498]

yeah i only have email alerts for now however i dont want to risk missing anything if issues ever arise and i need another backup in case i lose access to my email. id recieve texts way faster too since notifications of emails don't always arrive on time or fetch properly. not to mention for anything financial related this stuff is more of a bigger deal especially when theres no other ways of security like
2 factor authentication that isn't just your phone number like an OTP app. not to mention rogers bank credit has more consequences for missed payments and theres little to protect you from fraud prevention judging from experiences ive seen people complain about online so I don't want to risk anything ever.
sorry if this was lengthy i just wanted to give more context but i appreciate you trying to help with whats worked for you

[banter1498]

yeah i've seen a small number of people say the exact same thing so I knew it couldnt be soley on my end when my cell provider and phone were thorougly checked for any potential issues and family with the same model and phone plan recieved the alerts just fine.
I checked all the sms shortcodes and even made sure to add the alert sms as a contact. Texting it Rogers Bank had no response but texting info recieved "Rogers Bank: For more info call 1 855 775-2265 Banque Rogers : Pour en savoir plus, composez le 1-855-775-2265" so I was confused since if I can recieve that response why didn't the verification text arrive? So I tried STOP thinking maybe if I unsubscribe it might reset the issue and work and got "Rogers Bank: You have unsubscribed. No more text alerts will be sent. Reply HELP for more info. StdMsg&DataRatesMayApply" but didnt get a subscription notification when I tried re-enrolling for sms alerts or got the verification text. Idk like if they cant give us the option for OTP authenticators the least they could do is ensure to fix the phone option since this is a financial service and requires higher security to ensure customers are protected. im tirex

[Michael6666]

They gave me a ticket number on may 3, C198497772. I just assumed they wouldn't do anything.
Since June 6, the messages started working. Hopefully you can get yourself a similar ticket.
Good luck!

[banter1498]

im happy to hear they are working for you right now thats good news! did you call the customer service to recieve that ticket? i might try what you did myself, just wondering if there was anything specific you asked.

[Michael6666]

I called in and explained my whole testing setup and that it was clearly on their end.

Feel free to call in and rpovide them with my ticket number. They followed up once by text saying they were still working on the issue and all of a sudden it started working.

Good luck and there is hope!