{"id":111441,"date":"2026-07-01T07:22:07","date_gmt":"2026-07-01T07:22:07","guid":{"rendered":"https:\/\/www.europesays.com\/canada\/111441\/"},"modified":"2026-07-01T07:22:07","modified_gmt":"2026-07-01T07:22:07","slug":"vancouver-woman-fights-rogers-and-fedex-over-missing-phone","status":"publish","type":"post","link":"https:\/\/www.europesays.com\/canada\/111441\/","title":{"rendered":"Vancouver woman fights Rogers and FedEx over missing phone"},"content":{"rendered":"

A Vancouver resident says she hit a roadblock after ordering a new smartphone from Rogers that never arrived. \u201cRogers was a beast,\u201d said Renee Ron.<\/p>\n

Back in May, the long-time customer says she accepted Rogers\u2019<\/a> offer to upgrade her smartphone. Ron says the phone was scheduled to arrive via courier in a few days at her home. Prior to the delivery, Ron says she provided strict instructions to deliver the package to her building\u2019s concierge desk.<\/p>\n

On the day Ron\u2019s phone was scheduled for delivery, she received an email from FedEx<\/a> with tracking information. \u201cI tracked it. Finally, it said it has arrived,\u201d recalled Ron.<\/p>\n

However, when Ron arrived at the concierge desk, there was no sign of her phone. The concierge confirmed they never received a parcel from FedEx.<\/p>\n

Ron filed a police report. \u201cI 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,\u201d she said.<\/p>\n

The situation became even more concerning when she contacted FedEx and says the courier company stated she had signed for the phone. \u201cI asked FedEx, could you please tell me exactly where this package was delivered and my signature? And they said I have no information,\u201d Ron told Consumer Matters<\/a>.<\/p>\n

Ron says Vancouver police helped her obtain the signature, confirming it was not hers.<\/p>\n

Still, Ron says FedEx considered her case closed. Rogers, she says, wasn\u2019t much help either and sent her a bill with extra charges for a phone she never received. As a Rogers customer for almost 40 years, Ron says she expected better. \u201cI want to ask Rogers, where is your loyalty to your customers?\u201d said Ron.<\/p>\n

FedEx did not respond to requests for comment from Consumer Matters, but Rogers provided the following statement:<\/p>\n

\u201cWe recognize this has been a frustrating experience for our customer. Our records show that the device has not been activated or used and we\u2019ve worked with the customer to resolve the issue. We\u2019re also working with the delivery company to ensure delivery mistakes like this do not happen.\u201d<\/p>\n

The Telecom giant adding from the GPS location on the delivery confirmation, it was likely a mis-delivery to a nearby building. Rogers issued Ron a new phone and a two-month account credit. \u201c I don\u2019t know why it has to be this way, but if it wasn\u2019t for you and Consumer Matters, this wouldn\u2019t be resolved at all,\u201d said Ron.<\/p>\n

According to Canada\u2019s Commission for Complaints for Telecom-television Services (CCTS) recent mid-year report \u2013 Rogers had the highest number of complaints during the reporting period. \u201cRogers was at the top of the list for complaints in our last mid-year report. They are up 95 per cent since our last mid-year report. They account for about 34 per cent of all complaints that we get,\u201d said Jos\u00e9e Bidal Thibault, Commissioner and CEO of the CCTS.<\/p>\n

Consumers struggling to resolve disputes with a service provider can reach out to the CCTS for free.<\/p>\n

\u201cWe\u2019re able to help with things like billing disputes, contractual disputes, service delivery disputes,\u201d Bidal Thibault added.<\/p>\n

The watchdog says the majority of complaints it receives get resolved and often within 20 days. If that doesn\u2019t happen, the CCTS has the authority to investigate and hold service providers accountable.<\/p>\n","protected":false},"excerpt":{"rendered":"A Vancouver resident says she hit a roadblock after ordering a new smartphone from Rogers that never arrived.…\n","protected":false},"author":2,"featured_media":111442,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[38842,38843,7627,95],"class_list":["post-111441","post","type-post","status-publish","format-standard","has-post-thumbnail","category-vancouver","tag-fedex","tag-renee-ron","tag-rogers","tag-vancouver"],"_links":{"self":[{"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/posts\/111441","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/comments?post=111441"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/posts\/111441\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/media\/111442"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/media?parent=111441"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/categories?post=111441"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/canada\/wp-json\/wp\/v2\/tags?post=111441"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}