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Business Profile

Wireless

Rogers Communications Canada Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/11/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Today our service was suspended due to non-payment. This wasn't necessarily the problem, however, the big issue is that we have typically been seeing emails come directly from Rogers Communications credit operations department for either managing our accounts payment status, or making payment arrangements to ensure we can keep the service operating for our business, as our business runs very tight on cash flow, especially given the cyclical nature of our industry.On October 3rd, I received a notice from Rogers that we would have our service suspended in 5 days if a payment is not made on account. This payment was submitted accordingly to the satisfaction of credit operations. This was the last communication we had with the Rogers credit department.Fast forward to today, our service was suspended without prior notice. While dealing with Rogers credit operations, they advised that this notice of suspension was sent, there was no email on my end, even within my spam folder to corroborate this. If an attempt was made, it was outside of their typical credit operations behavior and we were unable to act on this.Our account has 10 phone numbers associated with it, including personal cell phones and our business line and auto-attendant. Our online banking requires a text message to be sent as part of 2-factor authentication. While credit operations was advised repeatedly that we cannot log into our online banking because our cell phones cannot receive text due to suspension, they kept refusing to allow the account to be active for a minimum amount of time for us to be able to get access to online banking to make payment. We were stuck between a rock and a hard place and Rogers was unwilling to budge, and we received zero notice to be able to satisfy *****'s requirements.We have spent tens of thousands of dollars with Rogers, This created an interruption in business that could have been avoided, and my interaction with credit operations compromised my trust.

    Business Response

    Date: 14/12/2022

    I have contacted and spoken to customer ************************* in regards to his concerns which was sent to you.

     

    We have discussed his concerns in details and has came up with a resolution in which he was extremely satisfied with. If you should have any additional questions please let me know.

Rogers Communications Canada Inc. is NOT a BBB Accredited Business.

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