Accidentally Paid My Shaw Bill to the Rogers Account

[krenaud2]

Thinking that accounts had transferred over to Rogers I used the Rogers 11 digit account access through T.D. to pay my Shaw account balance. I am now being told by Shaw that I am arrears and that they can't reconcile with Rogers? I have tried connecting with Rogers billing and there is a 2 hour wait to speak to anyone. Looking for help here to get this resolved. Willing to pay through my original Shaw account payment going forward now that I know however want my account brought up to date. Help please.

***Edited Labels***

[krenaud2]

I have now been in touch with both Rogers and Shaw. Rogers bounced me back to Shaw where I have been on hold for 30 minutes. My initial call to Shaw offered no resolution and Rogers now tells me that Shaw has to initiate an investigation. I can't reach Shaw though. This has proven to be a ridiculous exercise in futility for a good and loyal customer with no resolve to date. 

[Pauly]

Do you have both a Rogers AND  Shaw account?  Why not Just make another ONE ITME payment to the Shaw account that is in arrears to get that account paid off.   on your Rogers account, you will see the mistaken payment as a credit, it will fix itself up, no need to stress up about it, your probably going to move from shaw to rogers right?

[krenaud2]

No I don't have a Rogers account? The payment was made through T.D. online banking using Rogers billing and the Shaw 11 digit #. Both Shaw and Rogers have redirected me to my own bank where the payment to Rogers went through and most recently to Rogers Bank. I spoke to a rep at the bank but she said because I wasn't a Rogers mastercard holder she couldn't help. This has got to be the most frustrating and ridiculous process I have ever experienced where I have evidence of the payment going through to Rogers but not being able to have them acknowledge. I am out of recourse so need to bring this to media attention so others don't experience the same ineptitude.

[Pauly]

Woah hold up a sec, if u dont have a rogers account, how are  you paying your rogers account number?  did u even receive a bill?  you should pay what it tells you on the bill.

You made a payment thru TD? so why not just go to TD and ask to speak to a supervisor, they have record of the payment, and should be able to reclaim it.  but did u take my advice and pay your shaw account so it does not go into collections?

[RogersJo]

Greetings @krenaud2, 

We're sorry to hear about the payment mishap you've had. This is most certainly not the type of experience we want you to be having. 😥 It sounds like you recently migrated your Shaw services over to us. Our account numbers are 9 digits long so I am a bit perplexed as you mentioned an 11 digit account number? Has the issue been resolved since you last posted?

I'm wondering if you perhaps made the payment to your old Shaw account, however you did mention that Shaw has since advised you are in arrears. It would be helpful if you can try to connect with them again. A payment wouldn't go through to our Rogers Bank unless you have an account with a Credit Card. They only handle payments for our Credit Card sector.

Was the bill that you were paying from Shaw or Rogers? As mentioned above, it may be best to connect with your bank to verify the payment that was made and reverse it or alternatively, we would really need to determine the account number you paid to verify if it was a Shaw account or a Rogers account to get down to the bottom of this.

Looking forward to hearing from you,

RogersJo 
 

[krenaud2]

I spoke to a further customer service rep from Shaw today and she is going to do her best to try and determine the path for the payment. As stated I made a Shaw account payment through the TD online payment process and their bill payment service provided a drop down for Rogers payments to: a 9 digit account a 6 digit account, a 9 digit account and a 11digit Bank payment ID. Because the account was a Shaw 11 digit account I selected the 11 digit Rogers option and it went through. My mistake was assuming with the acquisition that I should now be paying my Shaw cable billing online to Rogers and have since found out that is not the case. In the meantime my 450 payment has gone into the Rogers black hole and no one can tell me where it landed. Now after about 4 hours of communicating with Shaw and Rogers hopefully the Shaw rep will be able to trace the payment in the Rogers system and credit it accordingly to my Shaw account. I would suggest I won't be the only one making this mistake. 

[Pauly]

I understand why you did that and it seems to be a totally honest mistake on your part

What possibly happened is you paid a Rogers account number that possibly belongs to someone else.

Rogers has 9 and 11 digit account numbers.

You need to work with your bank first to see if they can reverse this.  Sometimes Tellers make mistakes and apply the payment to the wrong account and I have seen them being sometimes successful in reversing it if you catch it early.

Worst case, You would need to contact Rogers, their team would have to refund the payment to you, it might not be instantaneous though, it could take some time.  you would need to provide the date/time, confirmation number, the account number your payment was applied to, the payee name, etc. 

Even though Rogers acquired Shaw, they still operate as two separate companies and two separate departments. it actually takes a long time before they consolidate these types of departments, its not done overnight so there is no easy way to transfer the payment from one system to another overnight.

When they do this, shaw customers will likely get a new billing account number with rogers and not keep their old number.