Hello, I've been a Rogers customer for many years and decided to try posting here to get help after spending a lot of time calling various rogers numbers for help.
On Friday, January 24th I received an email from TransUnion that there were new changes to my credit report. I am signed up with TransUnion trough ScotiBanks credit report service, but this was the first time I had received this kind of email and at first thought it was just spam. I went and checkout the CreditView page on my ScotiaBank account and there were 2 new alerts for Credit Inquiry for January 23rd. I called Rogers on the 24th, I have both a small business account and a personal one. The Business rep I talk too wasn't much help, he just said that he didn't see anything on my account. The personal account rep also didn't find anything weird on my account, she said I should talk with the fraud department and transferred me over. The fraud department number went to a voicemail and I left them a message, they never called me back.
After spending all that time with rogers I decided to call TransUnion and see if they could help. The person I talk to did confirm the new credit inquiries and put a fraud alert on my account, they recommended that I call Equifax and do the same which I did.
I was hoping that would be the end of this, but on the 25th I had 2 new credit inquiries from Rogers and this morning I received 2 more alerts for changes to my credit report. When I check these new alerts were dated the 27th, The first one is listed as a NewTrade and the second one New Phone Number with the number listed.
I called Rogers again this morning and was given the phone number for the Fraud Department, it again went to voicemail. I left them a detailed message and now waiting to see if they will get back to me.
Has anyone else had this same problem?
We appreciate you sharing your recent concerns with us in the Rogers Community Forums and allowing us the opportunity to weigh-in on the situation!
This type of scenario is very troubling indeed.😟 Normally, we would only check on a customer's credit rating if we are attempting to set up a new service, and this is only done upon a customer's request. Is there anyone you know that has access to your personal information or to your Rogers account that would do something of this sort?
You may want to also consider placing a report with your local authorities for added security.
In the meantime, we'd love to review your account details and hopefully, we can find more information about what is going on. We can also submit a case to our Fraud department if needed and one of our fraud analysts can investigate as well. Please note that leaving a message for our Fraud department when a case has not yet been opened may not yield any results.
On the Transunion website you can pull your consumer disclosure for free every 30 days, it has more information then you see on your actual credit report. I've had an account for 8 years and found out Roger's was still pulling my credit file and have more than a handful of times since April 2018 all of which were done when I hadn't contacted them for some time. I've called about it repeatedly and every single . time get told nobody knows what I'm talking about and there's nothing in the system basically a "ghost" did it. I'm a former employee and know the system well so I know that's not a valid response I finished my complaint to the Privacy commissioner so just need to attach the documentation I have to prove they've pulled it and file
Good evening @_mandiee_,
Thanks for your post! Nowadays, monitoring your credit history and score is essential! I can understand your concern regarding the unexplained activity.
In order to further assist you with regards to this matter, we would need access to your account. If you want us to review your Rogers history and to help identify what could have caused this, please send us a private message @CommunityHelps. You can find details about our private messaging in this blog.
We're hoping we can help you get you peace of mind!
I have a similar problem but only noticing it a bit late. My credit rating was checked - I did set up a new service at the time - but I never requested for a credit inquiry to occur. You mentioned it only occurs at the customer's request. There is also no one I know of that would do this on my behalf. How should I proceed forward or who can I talk to.
Good day @therese1,
Welcome to the Rogers Community! I can understand that seeing a credit check was performed on your record can be concerning if you don't know why it was done.
For account activations, we proceed with a regular credit check, as well as an internal credit check which is taking a look at any account you had with us before (all companies under Rogers). The credit check is mandatory for the creation of a new account and the request to activate a new service does imply a verification of your credit on our end. I apologize for any confusion this may have caused.
Hope this helps!
I've experienced something very similar. I was a Fido customer but had to move to Rogers due to COVID-19 situation and get access to more data in order to work from home. We had just moved and could not get our original provider to install internet. When I went to the store, the CS person told me there would be no hard pull since I was already a Fido customer in good standing. A couple of days later, I got an email from Transunion that there were changes to my credit score. I logged into my Transunion account and saw that Rogers had pulled an inquiry again and my score dropped. Why is there no mechanism to check standing across your companies and how can I remove this inquiry that has caused my score to drop. There is no way to get in touch with Rogers on the phone.
A warm welcome to you, and thanks for posting your concerns in the Rogers Community Forums! 👍
After reading your message, I can understand why you'd be concerned. Typically speaking, when you are already a Fido customer and looking to activate a new Rogers wireless account under the very same customer profile, we should not process an external credit evaluation during the set-up process. There are quite a few different variables to how and when we process an external versus internal credit evaluation, so it would be best that we review your account details to know for sure what transpired here.
Thank you kindly,
Hello, unfortunately It is happening again to me and this time I have decided to post this and if possible do serious follow up on this repeated blunder by Rogers. I've been a Rogers customer for many years, both business and personal services, and decided to post here expressing my frustration to get help after spending a lot of time last time the same incident happened to me and nothing took any responsibility.
On Friday, June 26 I received an email from Credit Karma that there were new changes to my credit report. I went and checkout the CreditView page on my credit Karma account and there was a new alerts for Credit Inquiry for June 25th. This happened without I even adding a service and making any changes to the account. This was not new to me as I had experienced the same issue in September 2019. Back then I called Rogers for two consecutive days as I was mad at what was done by Rogers which reduced my score substantially. The Business reps I talked too wasn't much help, she just said that they are sorry for what has happened and that she is going to escalate it to the higher level and that they should be calling me to follow up on that. Unfortunately NO ONE called for that reason and if there was a call it was to follow up on a late payment.
I was hoping that would be the end of this, but this happening again yesterday has driven me crazy and I would like to have someone from Rogers top take responsibility for what has happened for the third time. This time I have not even bothered to call as I know what I will be expecting.
Has anyone else had this same problem? Who should be responsible for this fraud?
Welcome to the community!
I can wholeheartedly appreciate the concern here! I'd personally be reaching out ASAP if I saw any unnecessary credit checks for suuure. We can definitely get the ball rolling with an investigation check on this for you. To do so please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please CLICK HERE.
Looking forward to getting to the bottom of this for you.