A Rogers customer is speaking out after falling victim to a sophisticated delivery scam impersonating the telecom provider. “He had full access to my information. For this reason, I never questioned him and I never doubted that he was a Rogers employee,” said Shamim Rahimi.
The B.C. resident says back in February, she signed up for a new device through her Rogers app and added a new phone line to her account. She says after placing that order, a Rogers representative called her that same day to confirm and verify the order.
However, Rahimi says she received another call the next day from someone claiming they were a Rogers representative informing her the new device she had just ordered would be delayed because the colour she requested was temporarily out of stock.
When the phone was eventually shipped, Rahimi says the caller knew when the phone was scheduled to arrive.
“He knew even before me that the phone arrived at my place,” Rahimi told Consumer Matters.
When Rahimi received her new device, the calls continued. She says that same caller had access to her contract and billing details, eventually convincing her to courier the phone back to Rogers so both her phone numbers could be combined under one account to qualify her for a special loyalty offer.
Rahimi says she was emailed a prepaid UPS shipping label. She dropped off the phone at the UPS store, all the while thinking she was sending the phone back to Rogers.
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However, after talking with a trusted family member, she became concerned. Rahimi says she contacted Rogers to open a fraud investigation and filed a police report. Still, Rahimi says Rogers rejected her claim.
The telecom giant stated it was outside the scope of its fraud management support team and that “Any actions taken with the device after purchase are not the responsibility of Rogers.”
Still, Rahimi says she wants to know how someone had access to her personal information. “How they cannot protect even my information?” said Rahimi.
Rogers told Consumer Matters there was no record of Rahimi’s Rogers account being breached and stated in part: “…we actively share information on how to stay protected against fraudulent activity, including return scams targeting consumers globally and across industries. We use a variety of ways to educate our customers, including shipping notification emails, hand-outs in device shipment boxes and on our website which outlines instructions on how and where customers can return their devices to us.”
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Rogers also told Consumer Matters the shipping box that contained the device Rahimi ordered included a physical paper insert warning about fraudsters impersonating Rogers employees and confirmed Rahimi had shipped the package to a non-Rogers address in Mississauga, Ontario.
Cybersecurity expert and founder of Canada’s KnowledgeFlow Cybersafety Foundation, Claudiu Popa, says the first step to avoid being scammed is to contact your provider directly using the official number on your monthly statement. “You need to call them at a number that you trust – at a Rogers number that you trust and verify they exist on their payroll,” said Popa.
She adds it’s very important for both companies and for individuals to continue to report these types of scams as much as possible.
“Last year we know that $700 million in fraudulent losses have been reported to the Canadian Anti-Fraud Centre, but the Canadian Anti-Fraud Centre also says in their fine print that only up to five per cent of losses are reported,” said Popa. “It’s very important for people to share and let law enforcement know,” he added.
Rogers says it’s crediting Rahimi for her wireless services during its fraud investigation. However, she’s still left paying hundreds of dollars for a phone that ended up in the hands of a fraudster.
“I feel so bad and so trapped,” said Rahimi.
This is still a rampant problem
We were scammed using the same scenario
The 1st phone is returned using the scammers return label.
However the 2nd phone we managed to save and after 3 – 4 days of trying to get anywhere with rogers
Rogers accepts no responsibility and demands payment. They don’t even try to investigate.
We have informed the OPP, CCTS Canadian Fraud investigation and was going to do the BBB only to find out Rogers is not a certified member of the BBB.
Rogers says that the order confirmation states to return it to a specific location. Also repeated on notice inside the delivered product.
Who reads everything in an email if you believe that the agent was actually a rogers employee.
They do not warn that they they are aware of the scam or that there was a data breach in March where your details could have been disclosed. The scammers already had the personal information when they called.
Hopefully the news feeds will go after Roger’s to get the real story.
It’s just slightly suspicious that there is such a big data leak with Rogers???? No wonder they are losing customers! What actions have they taken since these data breaches to prevent it from happening again?! I hope the police are investigating Rogers as well.
Hello, my name is Billy I had the same experience. I had a call from rogers it showed Roger’s number, they gave me an offer for 2 new phones. The gentleman had all the information on my account so, I trusted that it was a Roger’s employee. I ordered both phones but only one arrived about 2 days after and then I contacted them asking about my second phone and he told me it was the wrong phone so he sent me a label to return it and I returned it and never heard from him again and found out it was in Ontario and I’m in British Columbia. I started dealing with Roger’s and they said it wasn’t them and it must have been a scam but the person who gave me the deal set up a complete phone contract for me. When I sent back the phone through Canada post they tracked it, it went back to Ontario to a house address. So I contacted the Ontario police and they told me they could possibly help me but it had to be through my local police. So I went to the local police at first they gave me a green light but later said there’s nothing we can do. I had to deal with Roger’s again for days and I was put on hold for hours. They told me there was nothing they could do. So I asked to speak to the higher person at Roger’s so, they gave me the president (that’s what they called it) he asked for all the information and said it was a police matter and there was nothing they could do. After having to deal with Roger’s for days. I decided to call the Ontario police again they told me same thing go back to my local police and I did again but I went to a different station this time and they said the same thing that they would open an investigation so the next day they called me back and said there was nothing they could do it was rogers issue. I dealt with the rogers president again and asked him if I could buy out everything. He gave me the bill for almost 3000. I paid out my contract on the mobile phone, because I was on a contract with internet as well I paid my contract out then left Roger’s
and closed that account and left Roger’s for good, I am positive it is a Roger’s employee, but forgive me if not, thank you
This has also happened to us and rodgers fraud department will NOT protect there customers! Fake employee numbers all of our billing info, who our providers were. We feel absolutely violated by both sides. And by the looks of it, there is also alot of people who feel the same way.. there should definitely be an investigation into it!
If the fraudster known so much information, it’s a “strong possibility” that an insider working for Rogers either tipped someone off or sold the Rogers customer information to a fraudster.
I am a Rogers TV, internet, phone customer. I too have received multiple ‘robo call’ , from ‘Rogers Sales ‘, this past week.
Blocked, ignored them all.
Definitely an inside job….take some accountability Rogers!
Definitely an inside job
This is 100% what happened to us, the caller had all our info ( we 100% trusted the caller customer he knew even that we were out of contract what we didn’t even know and so Rodgers charged us with almost $3000 witch we paid cuz if we wouldn’t they would have it collected from us .we dealt with the president from Rodgers and we are pretty sure he is behind it cuz he was rude and his whole behavior was that he supported it we contacted the news around us put nobody seem to be interested in it, we contacted layers but they were to busy to take the case.
Trouble is, if you call Rogers you’re on hold for hours before getting disconnected
This happened to me too.There should be a class action lawsuit against Rogers for losses.
I too fell victim to this scam a couple months back. Reported it and asked for an investigation but Fido/Rogers did nothing. They dropped it even though i has numbers, emails etc..I felt lost, upset, angry so since then i have changed one of the phones to another provider and the rest of our phones will not too far behind.
Fido, a subsidiary of Rogers, has releived my elderly father of hundreds of dollars by continuing to withdraw $42/month directly from his bank account for many many months after he changed service providers. I noticed it when he was in the hospital and I was helping him with his bills. Its impossible to talk to someone who can help there. Its an endless loop of AI and redirects. The one time we managed to get a person, they couldn’t refund my dad because he doesn’t do internet banking. Couldn’t refund to his account they took it from and wouldn’t send a check. How many other people have been overcharged and can’t get it resolved? I see this as elder abuse. I can’t even resolve it, let alone my 87 year old dad.
I love when people try to scam me as a business I will never have anything to do with. It’s all your loyalty rewards selling your info to highest bidders. I don’t use loyalty programs, I also haven’t received a scam call, text or email in at least 5 years. Enjoy those “loyalty” scams. I’ll just pay the extra dollar and keep my info private while you all get scammed.
So someone working at Roger’s gave her information to a friend to scam her look into your employees
From some comments here, it’s clear that many others have fallen victim to the same Rogers fraud, which suggests this is an ongoing issue rather than an isolated incident.
That raises serious concerns about how Rogers is protecting its customers’ personal information.
It is completely unacceptable that someone could have access to details from my account and bills, yet this appears to be treated as a minor issue.
Customers trust Rogers to safeguard their sensitive information, and that trust is undermined when fraudsters seem to know confidential account details. Rogers needs to take greater responsibility for protecting customer data and addressing these security concerns with the urgency they deserve!
This happened to me as well. I kept all the documentation. Rogers was great to fix my acct. All is good now.
Rogers obviously didn’t take the breach seriously enough. They indicate no breach of information, however, this isnt to say that a rogers employee who has access isnt part of the scam.
Exact same thing happened to me. I however was successful with rogers. I took photo of my phone arriving in the box and then another with the return label. It took 4 weeks but everything was reversed on my account
One of the problems seems to be, in this and other cases, including in an instance that happened to me, that the perpetrators of the fraud ARE evidently employees of the respective corporations who have access to customer files and information such as customer age and gender, and whether the customer is new to the corporation or service. In my own case, I had just added internet services to a landline account I had previously opened with Bell. Within 24 hrs of adding the new service, I received a call from from someone purporting to be from Bell, who read off a lot of my own personal info to me, including the date the new service had been added, knew that I had placed a call to Bell tech support asking for help to set up, as well as the time of day I had done so, and asked me if I was happy with the service so far. The first couple of questions he asked seemed innocuous enough and I answered them. While I tried to speak about the service and request some further info for myself, however, I noted the “representative” was unprepared to speak to that. Instead he asked me for increasingly personal info that should have been irrelevant. (Credit card info, and “Let’s set up automatic debit billing for you over the phone”). I declined. “We have the billing set up how we want it, so no”. Bell customer service is notoriously poor, so when the “representative” raised his voice and adopted a sexist tone towards me, (shouting over me, “You HAVE to give me your credit and bank information to me”), tho the demanded info was inappropriate, deviance from routine behaviour was not particularly noticeable. I do as I normally do when representatives behave offensively: I requested a phone number or email to redirect my questions to. Only when the representative became apoplectic and began to threaten me did I think I might not be dealing with an authorized representative.
I requested their employee number, got none, and hung up.
I contacted Bell immediately about the incident to report the apparent attempted fraud, and also the breach of customer privacy, asking them to investigate the strong possibility the perpetrator was an actual employee or someone close to one.
Same as with Rogers, Bell demonstrated neither interest nor recognition of their statutory responsibility for protection of customer personal information from unauthorized access and misuse.
Given that I literally had had no internet connection or account 24 hrs prior to the incident, it seems improbable the attempted fraud was the result of a random hack.
10-15 years ago. All anybody talked about was call center scams from India. What is Canada? Do invite them all to live here and work in these highly sensitive areas with our information. Elbows up
Sounds like an “inside” job to me.
This also just happened to my elderly family this week. They sent back 4 phones! Rogers has not been super helpful yet, waiting, but I’m going to help them make a police report. They had all my parent’s information and were able to open account in their names! After notifying Rogers, they still would not outright cancel the fraudulent account. Rogers needs to take some accountability and action.
I tried to cancel,(on phone, rogers person from overseas got nervous and tries to sell me three times more and different products. Explained etc. Same. Asked to cancel repeatedly. Seemed nervous to fail…. hmmm. …after telus salesman said they’d cancel when i switchedw telus, they got my phone instantly, didnt bother the rest. . Somehow only cell, rogers still billing. Calling daily resolving nothing. The hand doesnt know what the foot doeth. Quite taxing mentally. Rogers is a scam. Regret changing. But also regret believing the salesman. Pretty sure was same third party group that sold me rogers and had changed the contract deal by the time it was signed. This guy specifically recorded it over phone call, so I asked twice within. They still do nothing.
All the same. Always the same. What can an average person even do?
I had something very similar happen to me and I’m still going through this with Rogers, but luckily I never sent the phones anywhere or I would have been paying back like $4000 🤦🏼♀️
If it doesn’t make sense what they are asking, hang up and call Rogers or the service provider they have. In this day and age, people should know what to expect. It’s always the same. So if it is not the same, you need to question the validity. No service provider will offer a deal that expires after the call. Ask for their name and company number and call back through a legit phone number off the service providers website.
The same thing happend to me 2 month ago I opened a 2 fraud cases and was told it is my problem and now I have to pay them 2000 dollars frist claim was not even heard was denied in seconds the second was supposed to be the manger that heard me out and still said it is my responsibility they even change stuff on my existing plan I have been with Roger for 6 years didnt even have my cell phone for a year and even pay a special insurance for my phone my bill was never late and now I have to make payment plan with them or I lose my service
I side with Rogers on this one.
The most likely explanation is the customer’s own computer has been compromised. That’s how the scammers knew about the phone, they saw the email order confirmations.
Scammers keep data bases of names, addresses and phone numbers so having this information isn’t proof they are Rogers insiders. Don’t forget, anyone with access to the couriers system can get a lot of information like names, addresses, and phone numbers. That info is probably on the shipping label. It could just as easily be a truck driver or someone at the sorting center taking photos of shipping labels they know probably contain phones.
I find the best way to avoid dealing with scammers is to quit answering the phone. Don’t take unknown callers. That ends it right there. If it’s important they have the email address used to place the order and activate the account.
The same thing happened to me. Rogers keeps saying there is nothing they can do. But how can someone get my info if not through them.
It wouldn’t put past Roger’s to be scamming their own customers. Same with bank scams.
Well dealing with Rogers was her first mistake. Never had an account with them myself but have heard friend’s horror stories that have HAD Rogers accounts. Never again they say.
The real problem is not having access to a real person who can solve the problem. You will get a lot of policy read to you, no help and you are the one held responsible for a matter that should be solved by the company. And I mean any company, not just Roger’s. I spent 4 months of my life trying to recover $10k from Fido and the TD bank. This is NOT ACCEPTABLE. We require stricter laws and accountability from these large, irresponsible corporations. Instead, everyone blames the victim!
I felt victim to the same scam. In march, where I what’s called continually by people claiming to be rogers. They had all my information, all my account numbers, my phone numbers, my addresses my driver’s licence number.How does that work?That’s why I didn’t question too much when they were offering me to give me a better rate on my phone
I received the phone in the mail and when I got it again, they called me before the phone came telling me that the phone was going to be arriving at 2 o’clock. Be home, I was there, he asked me to open the box carefully. Look at the number and he said, we shipped you the wrong phone with the wrong amount of memory storage.You only got a two hundred and fifty six, not a five twelve.So could you please send it back to us?The prepaid envelope was sent out and I took it to Purolator. A couple days later, I got a call around 10 pm from someone claiming to be from the fraud department, yet his phone number caller, Id came up fido. I am still waiting for a call back.
This happened to my daughter
So many think it’s Rogers fault.
Rogers not the sucker you are. Pay attention don’t be a sucker.
I too fell victim to this scam. Stupid me. Should have known better. Caller had an Indian accent with a Scottish name. Seemed to know things I thought only Rodgers would know. A day later got a call from an actual Rodgers employee from their fraud department. Explained how the scam worked and canceled the order. Never felt that stupid my entire life. Its been months and no odd charges on my bill
The breach from Rogers is that some of their employees has been sharing customer information to create scams and profits.
Sounds like the guy cold read her and she doesn’t understand.
I also fell victim to this scam. I am very concerned about how they had all my personal information…. including my account number. Then I felt scammed a second time, when after being a 30 + year loyal customer of Rogers they basically told me to bad so sad and left me paying $3000 for a flip phone. Rogers has seriously let me down to the point I am considering pulling all my Rogers/Shaw services and going elsewhere.
I also fell scammed to this exact fraudster. As well Rogers doing absolutely nothing for me, so I cancelled my 4 telephone lines with them after 16years of business and decided to take my business elsewhere if that was how they “valued” their clientele.
I am a victim of Rigers myself, I am going through the exact same thing as you. I strongly believe that someone within the company is doing this to customer and Rogers company never try to help you in this situation.
I am sorry, but these poor people have got to use their f@#k8ng brains.
Rule #1, if it looks to good to be true it is
Roger call centre is in india
I don’t trust any phone calls from any business at all. I call them to verify using the phone number that I have on file as to why they called me.
Probably lost or damaged the phone and is trying to scam for a new one