Purolator released my hardware upgrade to the wrong person
Hoping to get some advice on what options I have available.
I renewed my contract in early March which included a new iPhone to replace my current phone which was on Rogers’ Return & Save program. A month later on April 2, the new phone was attempted to be delivered to my home while I was away travelling. The package was transferred to a Purolator Quick Agent location; which subsequently released the package to individual that was not me, Nora related of me, nor anyone living in my household.
I initiated an investigation with both Rogers and Purolator on April 8 upon my return home. Purolator confirmed that the “could not locate the package or confirm deliver” and redirected me back to the sender (Rogers). Despite multiple phones calls to Rogers customer service, this is still being investigated almost 2 months later. I have provided all the details regarding Purolator’s response including their case number and have yet to receive a final response from Rogers.
As a last resort, I filed a concurrent complaint with CCTS on May 1 which was accepted on May 5. I have only received 1 email follow up from Rogers’ Offie of the President since then which I immediately responded too. And it’s been silence since.
And most recently I have just been charged an additional $590 for the Return & Save phone which I have not been able to send back as I still haven’t received the new phone I signed up for. Which I have now been paying monthly for as well.
I’m at a loss with next steps and any suggestions would be appreciated.
Thanks!