Rogers Bank

My financial institution overpaid my credit card balance by 1,428 dollars and after 6 months of calling and giving proof of payment I still haven't received back the balance due to me on my account. Went through their legal procedures and spent so much time checking in with the status of this. They now hang up on me and won't return my calls. They are literally doing everything to try to avoid returning my balance of overpayment to me.

Rogersbank has decided to change the reward terms and conditions. It is now 1.5% for all domestic transactions instead of 1.75%, 3% for transactions in US dollars instead of 4%, and international transactions have been removed from having higher cashback reward. ***. Rogersbank lured people into applying for their credit cards and then changed the features that were the main selling points of the card.

I had a large amount of credit (over $5000) on the card due to refund from trip cancellation as a result of COVID19. I have been trying to get the credit transferred to my chequing account for weeks. The initial request was made on Apr 23 and I still have not received the money in my bank account as of May 12. Repeated calls to their customer service line would only tell me that the transfer is in process. In the digital age, it sure takes them a long time to issue a simple transfer. I'm very unimpressed. The experience of dealing with them is not worth the benefits the card offers.

Why someone would give a low rating because they had a negative experience with the mail is beyond my comprehension. Firstly, the Rogers World Elite *** has the best overall cashback in Canada. It is 1.75% on everything, plus other perks that I have yet to use. And as for it working with only Rogers services, I'm not sure what that means. I have never used it with a Rogers service. Maybe the other reviewer meant that the cashback can only be used to pay Rogers bills, which is completely untrue. You can use cashback to pay any *** bill, even some older bills. The Rogers "Pay with Rewards" app can be turned on to pay your next purchase or, if you have enough cashback, pay several previous bills and it is easy to use. I have high praise for this credit card (world Elite) and have never had a negative experience with customer service.

Got my Rogers World Elite *** in October 2019 (after waiting approx. two weeks from full approval date and an email stating it was sent) ...

my spouse credit card didn't come as supposed same time with mine,
I called customer service and they resent and asked to wait up to 10 business days, it didn't arrive,
so I called again customer service they apologize confirmed again my mail address and told me to wait again 10 days for the card and as before nothing came.
Called them for the 3rd time, again they confirmed the mail address and a manager promised it will be sent expedited in approx. two business days I should have it ..... got nothing again... After 5 days I called CS and they were told that the credit card was sent in a regular mail and not expedited and I should wait for 10 business days. Again nothing came, called CS and a manager promised in person that he will be sending that in the fastest way possible (after confirming on the 5th time my mail address that was fine from the beginning as I got my credit card and getting some promotions from the bank) .... as expected not credit card was waiting for me even after 10 business days).

So the bottom line:
1. At least 4 cards were sent and none arrived.
2. Twice managers in CS promised to send expedited (48 hours) and it was sent in regular mail.
3. Rogers bank has NO tracking numbers the credit cards sent to clients, so they aren't sure when it will get or what happens with the card. Maybe they weren't sent at all and maybe someone else got them... it's unacceptable that a World Elite *** will be sent 4 times with no tracking information, even 5$ item from *** has it.
4. I wasted hours trying to get a credit card, Rogers Bank has great no fees Credit cards, but a very poor level of service.

I have a small credit limit with my credit card and I need to pay a big amount to school. I paid upfront 8k CAD.
Now in my credit card summary shows balance - 8000.00 but the available credit is 5.50 dollars.

I paid on the day Oct 27th, the balance shows my payment since oct 29th.
I've tried to send messages through the website and tried to call many times.
The messages are not replied and the calls, always takes me 30 minutes and are ended, without speaking with any person.

What do I need to do to have my money back?

Cash Back Rewards points has not being calculated from the day one and we have escalated this several times and they have confirmed. Rogers bank has also escalated to the *** but there is no resolution it's been almost six to eight months.

I first called Rogers Bank's dispute department because I noticed that there are two charges from *** in the US for the same amount ($100 USD, $137.80 CAD) on March 29, 2019. I initially thought that this was a duplicate charge as I often fill up gas in WA state, leaving me to think that the *** I usually fill up at charged me twice by accidentally. I called Rogers bank and *** from the dispute department advised that Rogers Bank will dispute the charge as a duplicate (case id XXXXXXXXXXXXX).

When I looked into the matter further from my paper statement, I noticed that both of these charges from *** were from Portland, OR, and I did not purchase gas or was physically in Portland OR (on March 29th, 2019). I never purchase gas that far away from home, my common practice is to buy gas across the boarder in WA state. I looked on my online account and noticed an additional purchase coming from Portland OR at the PDX airport ($3.00 USD, $4.16) on April 24th, 2019, at this time I suspect my card may have been compromised.

I called Rogers bank again reporting that both *** charges (on March 29th, 2019) are fraudulent activity (and not what I initially thought to be a duplicate double charge). The agent advised the second *** charge (also for $100 USD, $137.80 CAD) that was not disputed previously will need to be disputed as not "recognized" and not "fraudulent" (case number ending in ***), and the PDX airport charge will be disputed as fraudulent. The agent advised a new account number and new card will need to be issued to prevent further unauthorized transactions.

Yesterday (May 6, 2019), I noticed that the first *** charge that was disputed has been re-billed on my account. I called the dispute department and *** (REPID: XXXXXX) advised that the case is closed and that the merchant bank as well as Rogers Bank determined this case (case id XXXXXXXXXXXXX) is not a duplicate, and that I'm responsible for the charge. I advised *** that I have already reported this as fraudulent activity after I looked into the matter further and advised Rogers Bank of this, and that this should be treated as fraud instead of duplicate. *** advised that since this case is closed, it cannot be reopened to be reported as fraud. I advised in no way I am responsible for a charge that is not authorized, and that this case needs to be reopened to be treated as part of the three fraudulent transactions. *** advised there was nothing he could do and that I am solely responsible for this charge as the case is closed.

I do not believe under any circumstance a customer is responsible for a fraudulent charge. I made a error initially thinking it was a duplicate charge as I often purchase from ***, which led me to think initially that it was a duplicate charge as opposed to be fraud. To further support my case, I used my card in Las Vegas, NV (Merchant Name ABC #109 LV, $2.15 USD) on the same day March 29, 2019 as the *** charges, there is physically no way that I can be at Las Vegas, NV and Portland, OR in the same afternoon.

Hi there,

I am writing you in regards to my Rogers Bank *** account ending in *** for an unauthorized transaction that occurred last year. There was a charge for 2996.76 on September 18, 2018 from ***. When I initially saw this charge on my statement I immediately called to cancel my card as I did not recognize the charge. I was told that the investigation would take up to 90 days. I ended up getting a letter in the mail early Dec stating that the charges were legitimate as my address matched the suspects ID. After reviewing the documents sent to me it was discovered that my ID was used from an old tenant living at my house. There are numerous security issues I have with my card being used for such a large purchase. Firstly, the business (***) did not even ask for the cardholders name or signature for the purchase and *** did not direct to their secure code; which they usually do for online purchases for extra verification. I have no idea what item was purchased from *** and it was not delivered to my address. I called the business and spoke the person who faxed Rogers Bank the documents and he stated that the reason the card went through was because my old tenants address matched mine. I feel that is very unfair and unjust that I am stuck paying for something when I clearly did not authorize it. I ended up contacting Rogers Bank Ombudsman to escalate this even further but I am still waiting on a response. I feel like this is my last resort to get a response from Rogers Bank. If you could help me reach a resolution asap that would be appreciated. Thank you

I have been Rogers Bank customer nearly two years. I have been using their MasterCard and always paid my bill on time. Since, I started using this card, I have had issues receiving hard copy of monthly statements, I have raised it to Customer Service (CS) many times, nevertheless, I have started using online as well as call-in service to check my balance due and pay it on time.
The reason why I am filing this complain is, I was treated unfairly and seen bad business precise:
On Nov 30, 2018, I have called in to Rogers Bank CS to check my bill due and I have been told the amount and the due date was Nov 30th. I paid full amount on Nov 30th. CS assured me that, the payment will be process and I will not be charged interest, give that it is paid on the due date. Two weeks later, I called in to check my next month bill due, I have been told that I have to pay 25.14 interest because my Nov 30th bill was not proceeded on time. I was very dismayed and ask Why. I have been told that, "you paid on Friday and the payment was not proceed until Monday" so you have to pay interest. I told the CS that I was assured on Nov 30th call that the payment will be proceeded on same day. Nevertheless, the CS did not want to help nor attempt to understand.
I would like Rogers bank to investigate this issue and refund the interest charged on Dec 7.

I made a purchase at *** via another payment method and returned the product at a *** warehouse on Oct 18 2018, where the reimbursement went into the ***' World Elite Mastercard ending in ***. On Oct 23 2018 I found that the reimbursement resulted in reduction of my reward points. I called customers service at 8:21 PM for help.

During the call I explained the situation to a gentleman initially, and after two holds was transferred to supervisor *** (Employee # ***). After confirming that she understood the situation, *** firmly told me that according to terms and conditions the calculation is not in error and the reward points of -4,352.46, resulted from the reimbursement will not be corrected.

I then asked *** which part of terms she referred to. She told me at I should look at lines in earning reward sections (pasted below).

"Rewards credited to your World Elite Rewards Account on any purchase made with your Card that you
subsequently return will be adjusted and reflected in your World Elite Rewards Account as soon as the next
business day."

Even though I reminded her that this line applies to purchase made with the card, which was not my case and *** stated that she understood it, she insisted that she would not credit my reward points back. Even worse, she was trying to quote the liability term, that "We accept no liability for any errors in the Rewards balance in your World Elite Rewards Account." Responding to this, I reminded her that the first line she told me is that the calculation was not an error. All the conversations have been recorded.

***'s response was worrisome in three aspects. First, instead of helping a customer resolving problems, she spent 25 minutes and 31 seconds, first via a poor call center agent (resulting in me put on three holds) and then directly with me, trying to prove she was right and it was impossible to help a customer. Secondly, ***, and even after we reviewed together the terms quoted above, she wouldn't admit her mistake and even attempted to further distorting lines in the terms and conditions, which would be treated as the servicing basis between her representing *** Bank and me as a customer. Finally, *** failed to recognize that her distorted argument undermines customers' trust in *** Bank, as I as a one-month old new customer feel less confident now that *** Bank will assist me with ease for cases like transaction disputes and insurance claims in the future.

I have a Rogers Bank credit card and got a unknown transaction showing up on my account. I called and talked to both customer service and dispute department for over an hour trying to resolve this problem. They told me that it was charged onto my account via another authorized card holder. However, when this charge happened, there was not supposed to be any authorized card holder other than myself on my Rogers Bank credit card account. About 5 month ago, there used to be another authorized card holder, but due to his previous employer kept charging recurring service fees onto this authorized card after he left the company, and Rogers Bank was not able to reverse those charges(we didn't have any way of stopping the service providers of his previous employer from charging his card due to no access to any account information of those services) , we had to cancel the authorized card completely.
After that, those charges stopped in 2018 January. But now there's again an unknown charge via the cancelled authorized card holder onto my account. After talking for over 1 hour, Rogers Bank was not able to give us an explanation and the Rogers employee started implying that we did not cancel the authorized card, saying that's probably why the unknown charge is there. We have the call history to prove that we did call Rogers Bank last year on Dec. 20th 2017. Now the transaction in question is in dispute but we have to wait up to 90 days for a result. In this whole thing, we have done everything we could but still we are left with a bill that we shouldn't have to pay. If Rogers Bank doesn't resolve the dispute in our favor, not too sure what else we can do.

Even if a purchase is refunded, Rogers keeps the 2.5% exchange fee.
It has been less than a month with this card and I've already incurred a 9$ loss.
One transaction was refunded as normal. Cost me 3.89.
The other transaction was rejected by the merchant's website. Cost me 5.65.
No other bank has ever charged an fx fee and not refunded it when the initial transaction was refunded. ***, they remove the cash back rewards, even the fx rewards bonus is removed.