I paid my Rogers bill ONCE through the Rogers business Android app last night. This morning I see on my bank account that Rogers has been paid twice for the exact same amount. I contacted Rogers to have them do a reversal as this was not my mistake but an issue with their app, and they only see one payment, but my bank and I can both see they've been paid twice and the money has definitely been removed from my account twice. Where is the extra payment??
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I suggest you contact your bank since it appears to be their error? Sometimes an institution will "show" two identical items on an online statement, one is a "pending" amount, and another can be a "final" amount. The pending amount is usually removed once the final amount is on the statement, but not always right away.
I've seen this on my credit card online transaction statements all the time, but I don't recall it on a bank online statement. The issue is always "corrected" on my CC final statements which only include final (and no pending) transactions.
If you did it this weekend, I think the Rogers site was having problems as I couldn't access the Rogers site through Google Chrome (it just had the loading page constantly loading) and I then went to Firefox, was able to log in and decided I'd make a payment (not the full amount), got the approved payment page and I see the amount taken out of my prepaid Visa, but the amount hasn't been reflected in my Rogers Account (which is usually done as soon as the amount is approved on the Rogers site).
Thanks for sharing your recent payment experience with the rest of the Community. I would also be extremely concerned if a duplicate payment was made through my account, especially if the money was intended for another purpose. ☹️
I understand that you were already in touch with our Business team and your Financial Institution about this incident. Do you know if the Business team was able to submit a case to our Payment Application Research Team (PART) for investigation? It is also important that you fax or mail your proof of payment (showing the duplicate payments) to this team as a reference. Here is their information should you need it:
• Fax: 1-866-649-0639 / Toronto: 1-647-747-0401
OMP 5th Floor
Toronto, ON M4Y 2Y9
Unfortunately, it can take up to 20 business days for the investigation to be completed (which I know may seem like an eternity), but it really is necessary to ensure the matter is properly handled.
Lastly, I do want to emphasize how much we value our customers and their business. Without you, there would be no us. I just want to reassure you that such an error would never be intentional and we sincerely hope to have it resolved ASAP. Hopefully, you'll reconsider your decision to jump ship as we'd really love to continue doing business with you!
How should I proceed from here?
Looks like you'll need to contact the business team per post 6 of this thread. If you have the money, it may be less trouble to leave the second payment as a "credit" on your account and have things balance out in a month or two. You'll need to watch your account statements obviously to see if Rogers "catches" the error and the "credit" is not there next month...