‘I feel so bad and so trapped’: Rogers customer falls victim to sophisticated delivery scam

A Vancouver resident has spoken out about becoming a victim of a sophisticated delivery scam that impersonated Rogers, one of Canada's largest telecommunications providers. Shamim Rahimi described feeling "so bad and so trapped" after falling prey to the scheme, which exploited her trust in the company. The incident began in February when Rahimi signed up for a new device through the Rogers app and added a new phone line to her account. Shortly thereafter, a Rogers representative called to confirm the order. However, the following day, she received a call from someone claiming to be a Rogers employee who informed her that the color of the device she had ordered was temporarily unavailable. This initial deception escalated quickly. When the phone finally arrived, the caller already knew the exact time of delivery. Rahimi noted that the individual had access to her contract and billing details, which led her to believe the person was genuinely affiliated with Rogers. Eventually, the caller convinced her to send the phone back via a prepaid UPS shipping label, promising a special loyalty offer if she combined her two phone numbers under one account. After dropping off the phone at a UPS store, Rahimi grew suspicious upon discussing the situation with a family member. She immediately contacted Rogers to initiate a fraud investigation and filed a police report. Despite her efforts, Rogers denied her claim, stating that such actions taken with the device post-purchase fell outside the scope of their fraud management support team. The company emphasized that any actions taken with the device after purchase were not their responsibility. Rogers did inform Consumer Matters that there was no record of Rahimi’s account being compromised. They highlighted their ongoing efforts to educate customers about protecting themselves against fraudulent activities, including return scams. These measures include shipping notification emails, instructions in device shipment boxes, and information available on their website detailing how and where customers should return their devices. In response to the incident, cybersecurity expert Claudiu Popa, founder of Canada’s KnowledgeFlow Cybersafety Foundation, stressed the importance of contacting service providers directly using verified contact information found on monthly statements. He advised individuals to ensure they are reaching out to legitimate representatives and verifying their existence within the company's payroll. Popa underscored the necessity for both businesses and individuals to report such scams frequently, noting that last year, $700 million in fraudulent losses were reported to the Canadian Anti-Fraud Centre, although only up to five percent of such losses are typically documented. Rogers has since credited Rahimi for her actions, though specific details regarding the resolution of her case remain unclear. As the situation unfolds, experts urge vigilance among consumers and continued collaboration with law enforcement to combat rising instances of such scams.