Vancouver woman fights Rogers and FedEx over missing phone

A long-time Vancouver customer of Rogers is speaking out after a frustrating ordeal involving a missing smartphone and what she describes as uncooperative service from both the telecom giant and FedEx. Renee Ron ordered a new phone from Rogers in May, with specific instructions to have it delivered to her building's concierge desk. However, despite receiving an email from FedEx stating the package had arrived and tracking information confirming delivery, the phone was nowhere to be found at the concierge.

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Rogers was a beast.

Ron's situation escalated when she contacted Rogers, who insisted the phone had been delivered and refused to classify it as a fraud case. Her attempts to get information from FedEx were also met with roadblocks. She was told the courier company had no record of where the package was delivered or who signed for it. Vancouver police later helped Ron obtain a signature, which she confirmed was not hers.

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I filed a police report because I had been on the phone with Rogers for hours and hours. I was getting nowhere. They were insisting the phone was delivered and that this was not a fraud case.

Despite these findings, FedEx considered the case closed. Rogers continued to bill Ron for the phone she never received. The telecom company eventually stated that GPS data suggested a mis-delivery to a nearby building. Following intervention from Consumer Matters, Rogers provided Ron with a new phone and a two-month account credit, acknowledging her experience as frustrating. Ron expressed that the issue would not have been resolved without the help of Consumer Matters.

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I asked FedEx, could you please tell me exactly where this package was delivered and my signature? And they said I have no information.