Rogers Platinum MASTERCARD Consumer Reviews

I sent an email for PAD request with the attachment of void check and signed PAD form Nov 18, 2019. Then, by Dec 1st week, I called but no status and by Dec 9, I got an email that I talked to them and will contact me. Then by Jan 22, still no status and then asking me to resend again. I had applied the same process, sending a similar signed form to another card another company and only one week's process. Rogers takes forever...

Perks are great in theory but they happen to never work in practice. It's a constant struggle to cash in the cash back rewards, even if they are applied to transactions involving Rogers (phone bill...). But the worse is that to fix any issue, you have to call the customer service which is worse than awful. Reps never know anything and they even try to bullshit you. There is no possible way you can talk to any reasonable person and so any issue that you have simply stayed unresolved forever. So when it comes to perks, well, great you have all these cash back $....but you can never use them.

Rogers Bank Credit Card seems to have pretty good benefit at a glance but there's a lot of hidden issues if you use it everywhere. You gain small cash back benefits by using it, but the troubles it causes later are not worth it. The truth is that Rogers Bank is not a real bank and they don't have the leverage other real banks have. For example, it's almost impossible for them to reverse the charges immediately after you complain about fraudulent charges on your credit card. You will have to go through a lengthy process of dispute(up to 90 days for a result) and even then you might not get the money back. I would definitely not recommend to use this credit card overseas or use it for any recurring billings. I also wouldn't recommend to have other authorized credit cards under your account with Rogers Bank credit card. It turns out that when they said the authorized credit card is cancelled, it's not really cancelled. When they send you a new card for upgrade, the old authorized credit cards become active again and all the old recurring charges, which you were not able to disable for various reasons, will come through again, even though they said that old authorized credit card was cancelled, and the new credit cards have completely different credit card numbers, the charges still will come through. Their customer service and dispute department representatives don't seem very knowledgeable about the services either. They were not really able to explain to me why the problem is happening, nor are they able to connect me with anyone who can help me resolve my issues with their service.

I've had the card now for three months. The card gets declined a lot. When travelling overseas, even though I informed them where I will be, one out of every three transactions gets declined (I travel a lot, and never had any trouble with any other card). The card has also been frozen twice by their fraud department with usage in Canada. Once is similar to one of the previous reviews (Apple store). I went to an Apple Store and tried to buy an iPad. Declined! Went home and called them, and they said there was a suspicious transaction (yes, it was me buying an iPad I told them!). They said it will remain frozen until they investigate. I asked, how long? And they said they have seen it take six months! However, after a week, they called me and said my card is okay to use again. The benefits of this card are good, but the most unreliable card I have ever seen. Carry a backup so you don't get stranded.

So I get this card lured by the 1.75% cash back on everyday transactions. Yesterday I try to pay for a purchase at the Apple store. My card gets declined. "No biggie," I think - guys are serious about security, perhaps want me to confirm the transaction. So I call in, get a hold of an agent surprisingly quick ("amazing!" I am thinking), but that where it goes downhill (or should I say vertical down). Apparently, Apple store is a risky transaction and my card is blocked. "Will be reviewed by the fraud department" and will get a call when this is done. With no ETA when this is going to be complete. I ask how long is this verification going to take, an hour, a day, a week, a month. "We have no estimate, sir!" ..Approximately?! "We have no estimate, sir! You will get a call when it is complete." And the guy talks to me as I owe him something. I get the feeling Rogers Bank customer support is just there to say they have customer support. No other bank I ever had an issue like that that cannot be resolved by a quick and short phone call. Two days now and all I get is attitude when I call to ask when is this 'review' of my account going to be completed and account unblocked. Ridiculous! I will likely be closing this joke of a service at first convenience. Whoever wants reliable service - look elsewhere!

The card constantly gets declined and when I call into customer service, they tell me that they don’t see any attempts on the card and there’s no reason for it being declined. They advise that the issue must be with the terminal, which I believed the first time it happened. It continues to happen at different establishments so it can’t be the terminal. I always use chip+pin, never tap. They’re sending me my 3rd card now to see if it helps...I’m not holding my breath...

I have been with Rogers bank for about 2 years and all this time, all I have encountered was terrible unhelpful customer service, be it unanswered questions, credit limit increase, name it, it's all bad.