Fraud - account suspended

[angryattv]

Mom's account has been suspended for Fraud activity. Have reached out numerous times to get some answers and move forward, but no one answers and don't call back. 

A couple of weeks ago she called Rogers to ask for a phone upgrade. She wanted an new iPhone. She was sent a Samsung. She called Rogers and said  what happened and the person helping her said, we'll send you a mailing label to return the phone. They we can talk about getting the iphone to you. The label never came and she has been unable to reach someone at Rogers to help. Found out this morning that the account as flagged for multiple fraud suspicions - apparently a new iphone was sent to someone (not her address) and a new account was created! I'm desperately trying to get someone from Rogers to be in touch so we can get the Samsung phone back - then deal with the other issues. The fraud person assigned hasn't responded and no one on the customer account team can do anything to solve. 

[RogersJo]

Good Morning @angryattv, 

Yikes! We are so sorry to hear what transpired. 😥 Getting a new device should be a rather exciting time. This is most definitely not the type of experience we want you to be having. With all the scams out there, one just can't be too cautious nowadays.

Regarding the incorrect device she was sent, did she speak with our Sales Exchange Line to get the device swapped? She would have to speak with them in order to get the correct device sent out to replace the Samsung. She can connect with them by calling 1-877-224-9832 and their hours of operations are as follows:

Monday to Friday: 7 a.m. to 10 p.m. (EST)
Saturday: 7 a.m. to 10 p.m. (EST)
Sunday: 9 a.m. to 8 p.m. (EST)

With the fraud transaction we do have a designated Fraud Department that handles these issues directly. The Fraud agent assigned will generally contact you back within 72 business hours. When did you last try to connect with them?

Looking forward to hearing from you,

RogersJo