Urgent Matter - Fraudulent Activity and Inadequate Customer Support

[Romans97]

Hi,

My name is Roman, and I have been a loyal Rogers customer for almost three years. Unfortunately, I am reaching out under distressing circumstances that require immediate attention and resolution.

On December 28th, just before New Year's Eve, my wallet, containing crucial identification documents and personal information, was stolen. Since then, I have been tirelessly addressing the aftermath, dealing with unauthorized charges and the creation of new accounts in my name. I promptly filed a police report and reported the incident to various government agencies, including the Canadian Anti-Fraud Centre.

The situation took a turn for the worse on January 2nd when the individual who stole my information, credit cards, and funds impersonated me in a call to Rogers. Shockingly, they managed to disconnect my line, which included a number I valued, and proceeded to make a fraudulent purchase of an iPhone 15 Pro Max in my name. On the same night, I visited a Rogers store to report the incident. Unfortunately, I was unable to recover my number or cancel the unauthorized transaction, despite the swift action.

I have been assigned a fraud case number and was advised to contact the Rogers fraud department. Regrettably, my attempts to reach out to this department have been met with frustration. Despite numerous calls, voicemails, and efforts made at various times, I have been unable to establish contact. This lack of responsiveness is disheartening, especially given the gravity of the situation.

I am writing to give Rogers one final opportunity to rectify this situation promptly. The ongoing challenge of reaching the fraud department has only compounded my distress. It is disconcerting to experience a lack of responsibility and support from a service provider that is expected to safeguard its customers against such incidents.

I implore you to treat this matter with the urgency and seriousness it deserves. The apparent indifference to my predicament is unacceptable, and I believe it is in the best interest of both parties to resolve this issue promptly. I trust that Rogers can address this matter before it escalates further.

I appreciate your immediate attention to this pressing matter and look forward to a swift resolution.

Sincerely,

Roman 

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[RogersCorey · Accepted solution]

Greetings @Romans97!

I am sorry to hear that you've been the victim of identity theft and fraud. If you've already been assigned a fraud Case ID, then it is best that you reach out to them directly.

If you're having difficulties reaching them and establishing contact, I can look into this further and see what can be done to get you in contact with them.

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[Romans97]

Hi there,

Thank you for your response. The fraud department hasn't been responsive. I've called and left VM's for them but no one seemed to be responding which is unacceptable. 

The person in charge of that case is Arshena and she hasn't been answering any phone calls or returning to my calls so I left a few VM's on the general voice maill.

I've been trying to get a hold of them for the last 30 days, how can such an important department take their time with matters such as this?

For Rogers to sell random Iphone 15 ProMax without my consent and without checking I.D. was so easy but yet to come up with a solution for their own mistakes? No, that's too much to ask for.

[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. 

[RogersMaude]

Good day @Romans97 & @angryattv,

Thank you both for sharing the details of your situation with the Community!

Have you had a chance to take a look at @RogersCorey post above?

While we would love to take a deeper look into this in order to provide you with the help you need, we cannot do so publicly.

Please send us a private message at your convenience so we can go through the authentication process and have a look at your account.

Thanks so much!

RogersMaude