Complaints

This profile includes complaints for Shaw Communications Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Shaw Communications Inc. has 29 locations, listed below.

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• 

  Shaw Communications Inc.

  2400 32 Ave NE Calgary, AB T2E 9A7

• 

  Shaw Cable Port Alberni

  4278 - 8th Ave Port Alberni, BC V9Y 7S8

• 

  Shaw Cable Systems

  1591 McPhee Ave Courtenay, BC V9N 3A6

• 

  Shaw Cablesystems Ltd

  2350 Hunter Rd Kelowna, BC V1X 7H6

• 

  Shaw Cablesystems GP

  470 3 Ave Prince George, BC V2L 3B9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an internet account with **** in July 2023 and have made payments each month, directly from my bank account. I would receive a notification via email that my bill was due and I would make a payment as the amounts were always the same and as per the signed contract. For the latest billing, the amount was higher by $**. I called and was on hold for ***hrs without reaching anyone. The next day I reached out via online chat and was told that Auto-Payments were set up when I set up the account in 2023. Since I always made the payments before the due date, the system never charged my credit card. in Aug, **** changed the billing date and tried to charge my credit card and got NSF (as I have a different credit card). I never consented to auto-payments when I signed up and **** (after repeated requests with the customer service representative), did not provide any proof of my consent. I also used to have another **** account which I had cancelled a few months earlier before getting the current internet account. **** is refusing to provide proof of my consent for auto-payment and willing to address the $** NSF fee that I have t pay. I am still locked into my *-year contract which expires in July 2025 and if I was to leave now, I would have to pay $*** cancellation fee. This is extremely frustrating, especially when I have paid all of the bills on time.

  Business Response

  Date: 21/09/2024

  We have addressed this matter with the customer.

  Customer Answer

  Date: 23/09/2024

  Hello,

  Thank you for the note and following up with the business. When I filed the complaint, I did not expect anything significant to happen, so it is refreshing to see that the formal complaint process can have impact. 

  ****/****** called me over the weekend to discuss and I re-iterated my frustration with the whole process and disappointment that it took a formal complaint to receive a call back on this and have a meaningful conversation. After discussion, ****/****** confirmed that they will waive a total of $*** in charges (including the $** NSF fee) and this will be reflected in the next bill. 

  Thank you again for your help. 

  Regards,

  ****

  Customer Answer

  Date: 27/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:13/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just received my bill and am being charged additional charges outside of my contract, namely for the cable box, which is supposed to be included in my contract. This is *******. They tried to sneak in the extra charge as a "rising cost", and they also changed their billing due date without notifying me directly, so I incurred a late fee on my last bill. Clearly ******/**** doesn't understand what a "contract" is. It's an agreement of terms between two parties. I did not agree to additional arbitrary charges to be added to my bill. My contract is a * year contract and states the exact fees to be charged, therefore my bill should remain static for those ** months. You cannot add on new charges partway through a contract without my written consent. Seems ******/**** is new to how a contract actually works. Anyway, I'm not paying the added on charge for the box. You're in breach of contract. Please contact me to get this resolved. You phone lines are closed tonight, and I don't have time to sit on hold while you tell me there are high call volumes.

  Business Response

  Date: 17/09/2024

  We have spoken with the customer and have resolved their concerns.

  Customer Answer

  Date: 18/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/09/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking to reduce my ***************** as it was up for renewal. I spoke to the guy and he was able to give me the exact same pkg for *** from the $*** I was paying and said that was the price for * yrs, so I signed up. Not even a month later, i'm told my bill is going up **$ and is more than previous. These tactics are very ************ and not clear when selling the services, as I would have switched providers, now i'm told I have a price increase and a cancellation fee if I decide to do so. There bills are misleading, the sales pitch is misleading, it's unethical.

  Business Response

  Date: 05/09/2024

  We have spoken with the customer and have addressed their concerns. The customer confirmed they consider the matter resolved.

  Customer Answer

  Date: 07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:30/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  charged rental for ** boxes that I have owned for years and will not tell how long they have been charging me. told me they gave me two boxes in 2023 when new modem was put in , thats a ***, if their was boxes given to me they would be wireless I still have my **** and **** boxes with old cable. I would like to speak to management about this and more. phone no. *** ************ thank you

  Business Response

  Date: 31/08/2024

  We have spoken with the customer and confirmed the matter is resolved.

  Customer Answer

  Date: 04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***********************

• Initial Complaint

  Date:28/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a * year contract with shaw cable(****/ ****** telecomunicatios).contract started nov.******* ends nov,*******.monthy fee $****** on july ******* **** withdrew payment from my credit card account of $****** as per normal for the august month term.on august,******* **** took another $****** for payment for the new billing cycle till sept***,2024.previous to this billing cycle was the *** of every month,as of august ** the new billing cycle is aug*** to sept ** of each month going forward.In my view **** has taken an extra * week payment,which is about$*****.I say that **** owes me a credit of ****** ..**** has done this to me the previous year before this contract but didnt catch it.i did call **** about this and they told me ********,about how 1st month payment is for the last month use....and they were happy to let me out of our contract for a $****** penalty......as a very good customer that i am,, having been with **** for several decades i am offended by this trickery (new billing cycle)

  Business Response

  Date: 03/09/2024

  Spoke to customer and attempted to address their concerns; however, the customer remain dissatisfied and considered their complaint unresolved.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:the 

  **** representative made no attempt to resolve my complaint. He insulted me by giving me lip service. I also complained that **** took away one of my channels which came with my *year contract.channel *** ***** tv)has been removed ..with no offer to ad another channel of my choosing..but **** did say if I wanted out of my contract it will cost me $*** plus tax,penalty

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:16/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had **** services for nearly *  years starting in nov 201* and i have canceled my services in Aug 202* and now * year layer they have sent my ''delinquent account'' to the Canada collections i always paid my bill as directed and i have been signed up for email alerts since the beginning of my service agreement.now, when i canceled the account i was expressly informed that the equipment was NOT to be returned due to its age. i also confirmed there was nothing owing on the account (you cannot close an account with an existing balance) and that was that now, 1 year later **** has sent me to the CCA for collections. i cannot access my **** bills either because the account is closed. when i try to call them to resolve this is issue (which according to ****** this is quite a common problem) i cannot get through to an agent to dispute this issue for any additional information please contact

  Business Response

  Date: 19/08/2024

  We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB). We have reached out to the customer via telephone to discuss their concerns and address the issue regarding the final owing balance. They have been provided with the resources via email to make the final payment. Thank you

  Customer Answer

  Date: 25/09/2024

  Shock communications have my mailing address for more than a year and they were more than capable of delivering an invoice to my mailing address telling me I had an outstanding balance but they didn’t deliberately not send me a notice in the mail but instead, sent me to collections and only now that my delinquent account has been paid Have they sent me an invoice stating that the account that is zero dollar balance

  attached is the photo of the letter sent to me to my mailing address

• Initial Complaint

  Date:16/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have always been a happy **** customer and had no problems, I certainly would never need to go this far to reach someone or get a reasonable solution prior to the ******/**** merger. I am writing to seek immediate resolution regarding issues with my **** **************** and account management.Installation Date: Business account #************* replaced Home Account #*********** services at its address?Account Discrepancy: Despite arranging cancellelation of services well in advance, to be terminated, the day prior to business internet installations, home services continued to accrue fees. I realised the issue due to having multiple invoices sent me, for varying amounts. After a personal oddit of ****** mail, I learned * accounts were not closed. This complaint represents one account. I made a series of calls to realise how detached each department conducts itself. A service **** entitled customer retention representative, on August **, 2024 claimed that I am required to pay charges through August due to there being no notes she could see indicating my cancellation. Its noteworthy, She did acknowledge, a return billing label for the equipment which she confirmed was returned. Although she understood my frustration, she also indicated that her supervisor refused to close the account due to a ******** accrued for non closure.Account Balance Issues: This was despite an obviouse overpayment on my part towards a bill I mistakenly thought was a valid service fee.It appears there is a significant lack of communication between departments, which is complicating the resolution process. I would appreciate your assistance in resolving this matter promptly. My goal is to address this internally rather than escalating it publicly through a BBB complaint pursuant to what I need to do for this to be acknowledged by this company and rectified ethically.

  Business Response

  Date: 26/08/2024

  We have contacted the customer on the phone number provided and left a detailed message with our direct contact information. 

  Customer Answer

  Date: 26/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have not recieved a phone call from anyone trying to resolve this matter. I would like them to communicate through email moving forward since I do not wish to have any misscommunication moving forward such as what had gotten us to this point. I claim I communicated clearely to cancel services I was no longer using and they responded they have no notes of this confersation. It is very difficult to prove when they do not accept communication via email from customers and suggest, as they grow from recently aquiring Shaw Communications that they enlist a way for customers to start communication Virtually so to download their communication especially if the company of ****** has a tendancy to dissbelieve paying customers and favour their staff notes, a problem I never had with Shaw Communications. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 28/08/2024

  We have been in contact with the customer the address the concern brought forth and are working towards a mutual resolution for both the residential and business accounts.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: ********
  
  I am rejecting this response because: The issue with continued invoices from my expired business account is unresolved, whereby the issue with my home account has been resolved. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/09/2024

  We continue to be in contact with the customer to address the ongoing concerns. 

• Initial Complaint

  Date:06/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been billed for services that have not been provided by ******/****. I canceled internet and moved phone lines to **** and the old provider ****/****** are still charging me monthly bills. I had a contract renewed without my knowledge. I was charged the remainder of a contract I did not renew. I can NOT reach the company to resolve

  Business Response

  Date: 09/08/2024

  We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have reached out to the customer via telephone to discuss their concerns and resolved the complaint to their satisfaction. Thank you

  Customer Answer

  Date: 09/08/2024

  The complaint was in two pieces residential ************* and the business account *************. The residential executive department has reached out and we have cleared up stuff on that side they have also made a offer for me to stay with them as opposed to going somewhere else (to me this will depend on the business side). I have still not been in communication with *****'s business and now they have closed my account so I'm not even able to view anything online anymore. I am very concerned that with this lack of communication on the ****** business side they will be reporting to the credit bureau beyond ** day missing payment and That will then mean they will be required to report to the 3 credit Bureaus a correction note be filed claiming responsibility for the ** day or ** day late. Today I attempted to reach ****** after missing a call (THE FIRST CALL TO ME) this morning at ***** AM PST.  ***** times I called back and waited on hold as long as I had time inbetween appointments and reached no one before I had to go. When I was able to finally reach them at * minutes after two Pacific Standard time they were closed. The person that called this morning was I believe "*****" from ************** that reached out to me today and did NOT leave a direct return contact number. So when I called back I was sent around and around again only to get a "Business Closed" message and was hung up on when that department did finally answer! This is Absolutely infuriating...

  Business Response

  Date: 12/08/2024

  We have received an update from our business team expert, updating us that they have been in contact with the customer and are working to resolve their issue. Thank you

• Initial Complaint

  Date:02/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with **** for ** years and have been really pleased but now they have been taken over by ****** and this week I got an email from ****** telling me I owed them money on an unpaid bill and they were going to send me to a collections agency. When I checked, my bill had been paid automatically like it does every month. When I called ****** this morning after an hour with agents, it turns out they are charging me for a cel phone and I do not even own a cel phone. I got so tired after being on the phone for over an hour and still not having this issue resolved I just hung up. This is totally unacceptable and I wonder what can be done to resolve it?

  Business Response

  Date: 06/08/2024

  We provided the customer with our direct contact details and availability to confirm a resolution. 

  Customer Answer

  Date: 08/08/2024

  I only recieved a telephone message from ****** and I left a message in return but have not heard anything back

   

• Initial Complaint

  Date:30/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** switched to ******. I called june ** to see what my bill was the empoyee said ***$ i sent ***. The employee in march randomly switched my service to *****/month to ***/month plan with out my consent or permission Now one month later they are claiming i owe ***. They are ******* people and the customer service.

  Customer Answer

  Date: 30/07/2024

   Hope this finds you well, please note the above complaint is for **** Tv, could you please reassign to ****.
  
   Thanks,
  
   
  
   
  
  ********* ******

  Business Response

  Date: 31/07/2024

  Re: Better Business Bureau Case #********
  We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB). We are currently investigating these concerns and while the name on the account doesnt match the information provided by the BBB, we have attempted to reach the account holder by phone and email to discuss these concerns. We have provided them our direct contact information.