Complaints

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

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• 

  Cogeco Connexion

  950 Syscon Rd PO Box 5076, Station Main Burlington, ON L7R 4S6

• 

  Cogeco Cornwall

  517 Pitt Street Cornwall, ON K6J 3R4

• 

  Cogeco

  3100 Howard Avenue Windsor, ON N8X 3Y8

• 

  Cogeco Connexion

  Office 3301. Montréal (Québec) Place Ville-Marie, QC H3B 3N2

• 

  Cogeco Cable

  1421 Confederation St. Sarnia, ON N7S 5N9

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:18/05/2023

  Type:Service or Repair 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.

  Cogeco technicians arrived on Friday May 12th to bury wifi line into house. When completed, the air conditioner stopped working. Upon investigation, conduit carrying power to the unit had been stepped on. The power line was pulled from the retainer and the CB popped. Cable was burnt through where it separated from the unit. Called Cogeco immediately and was told that a supervisor would get back to me within 48 hrs. That never happened. Called back on the 17th and was told someone would get back to me in 24 hrs. That never happened. Following the complete lack of communication or follow up I have arranged for an electrician to come and complete the repair on my own. Unit has now been repaired at a cost of $225

  Business Response

  Date: 21/05/2023

  May 21, 2023
  
  Re: BBB Complaint #********
  Cogeco Billing Account #***********
  Hello ****** *******, 
  The Better Business Bureau (BBB) has contacted us on your behalf in regards to your concerns. We appreciate the opportunity to respond.
  Please accept our apologies for the inconvenience caused to you and for the amount of time that you have spent attempting to resolve your concerns. At Cogeco, we pride ourselves on providing outstanding customer service to all our valued customers and strive to exceed expectations.
  Regarding the primary issue described in your complaint, we have reviewed the available facts and have agreed to apply a one-time credit to your Cogeco account, which is a total of $215.11 (HST included). Regarding the lack of proper follow-up and case-management that lead to your complaint, we have provided feedback to the managers of the involved specialists for review and coaching, with the objective of preventing similar future occurrences.
  ****** *******, you have confirmed with us that we have addressed and/or resolved your concerns. Should you have any further questions or concerns regarding this matter, please contact this office directly during standard business hours.
  
  

• Initial Complaint

  Date:31/03/2023

  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.

  In February and march of this year we were charged for two service addresses when we moved from our old address to our current address as we were understanding that the device would be disconnected from the old address February 1 when we called Cogeco we had been told to pay it as they have disconnected our service and I was told I should have called back to have the service shutoff when she read it from her notes that we requested to have the service turn off February 1

  Business Response

  Date: 10/04/2023

  ***** *** ****
  ****** *******
  ** ******** ***
  ******** ** 
  *** ***
  
  BBB Complaint# ********
  Re: Cogeco Account # ***********
  
  Dear ****** *******, 
  The Better Business Bureau (BBB) has contacted Cogeco on your behalf regarding your billing concern.

  It was a pleasure speaking with you on the phone over the weekend. During this conversation, you expressed frustration at not being able to disconnect services at your previous location when we had already activated services at your new address. You also expressed concern that you did not receive the level of customer service you were looking for in your conversations with our customer service team. 

  After reviewing your account together, we determined that the cause of your inability to disconnect the account was that we required the account holder to contact us, which you mentioned was difficult for them due to their work schedule. At this stage, the previous location has been disconnected, and our customer services team has credited the charges at the previous location for the amount of time the service remained active on billing after you had wanted it disconnected.. As a customer service gesture, we added a $50 goodwill credit to the account as well. We also take your concerns with the level of service you received very seriously, and we appreciate your feedback regarding this.  We are always looking to make improvements, and value your input. 

  *** *******, you have confirmed that you are confident that your issue has been addressed, and as such you consider this complaint resolved. We look forward to continuing to strengthen our relationship with you. Please reach out to us directly at 1-866-***-**** during regular business hours if you have any questions or concerns.

  
  Sincerely,

  **** ****
  Office of the President
  
  

   

   

  Customer Answer

  Date: 10/04/2023

  
  
  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:08/02/2023

  Type:Service or Repair 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.

  Our internet does not work properly, we have very poor connection or no connection regularly. We have called Cogeco for support multiple times. They sent a new router and had multiple technicians come to the home. The technicians noted issues with the network at the street and said the issue is not our house. We were also told we are not getting near the speed of internet we are paying for. I was told multiple times the issue would be resolved but still has not. Every time I call Cogeco customer service/tech support they tell us there is nothing they can do or there is nothing wrong. When asked if I can talk to someone else about our complaint we are told "no".
  
  We have asked for a reimbursement to reflect the service we have actually been provided as well as they fix the issue. Nothing has been done in over a year. ******** **** ** * ***** ***** ******* ** *** ***** * ** ********* ** ** * *****

  Business Response

  Date: 16/02/2023

  February 16, 2023
  

  **** ********
  *** ***** **
  ********* *******
  *** ***
  
  
  BBB Case#: ********
  Cogeco Account# ***********
  

  Dear Ms. ********

  
  The Better Business Bureau (BBB) has contacted us on your behalf with respect to your concerns. We appreciate this opportunity to respond.
  Please accept our apologies for the inconvenience caused to you and for the amount of time that you spent attempting to resolve your concerns.  At Cogeco we pride ourselves on providing outstanding customer service to all of our valued customers and do our best to meet expectations.

  
  In your complaint filed with the BBB, you have stated that your internet service has been spotty at times with disconnections and slow speeds.  Prior to our involvement with your account, you spoke to one of our technical support supervisors who booked a service call for a technician to come to the home on February 13, 2023.  When we spoke on February 10, 2023, we discussed WI-FI speeds, limitations and submitted a form to our dispatch team to see if we could get a technician out to the home with a sooner appointment.  During this conversation we also applied a 2 month credit for your services totaling $205.66 after taxes.
  

  On February the 13, 2023 a technician arrived at the home and proceeded to troubleshoot the issue.  During his investigation he found an old MLP filter on the line into the home and removed it.  During our call today, you have confirmed with me that the service has been stable since the appointment and you are very happy with the outcome and our involvement.  

  
  Ms. ********, we would like to take the opportunity to thank you again for bringing your concerns forward. Should you have any further questions regarding this matter, feel free to contact the undersigned directly at ###-###-#### Monday through Friday, 9am-5pm.
  

  Sincerely,

  ****** *.

  Office of the President

  Cogeco

   

  
  

• Initial Complaint

  Date:17/01/2023

  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 tried to get out of the contact because the company is not holding up there end of the contact. Service goes out regularly, have to reset service most days, there tv guide is terrible, get no help from customer service, and was told we would get credits when lost internet for over 8 hours one day but nothing was given. They are very unreliable as my wife works from home needs internet to do her job.

  Business Response

  Date: 30/01/2023

  Dear Sir/Madam,

  This is response to complaint #********. I responded on January 24,2023 with an attachment, it appears it was not received. I am not sure what happened there but here is my resubmission of that letter.  Let me know if you have any other questions. Thank you!

  January 24,2023

  **** ********
  *** ***** **
  ******** *******
  *** ***
  BBB Case#: **************
  Cogeco Account# ***********

  
  Dear Mr. ********,
  The Better Business Bureau (BBB) has contacted us on your behalf with respect to your concerns. We appreciate
  this opportunity to respond.
  Please accept our apologies for the inconvenience caused to you and for the amount of time that you spent
  attempting to resolve your concerns. At Cogeco we pride ourselves on providing outstanding customer service
  to all of our valued customers and do our best to meet expectations.
  In your complaint filed with the BBB, you felt that the delivery of the service was not in line with the service
  agreement. Upon review of your account, it was determined that your service issue was only reported to our
  call centre once between August of 2022 and January of 2023. That call was made on January 5, 2023, at which
  time you were advised of an outage in the area. Our service centre is available 24 hours per day, 7 days a week
  to report and troubleshoot service delivery concerns. As we received no other reports on your account, we must
  conclude that the service was working as agreed prior to January 5, 2023.
  We were able to speak about your concerns on January 20,2023. At that time, you confirmed that you did not
  receive the promised credit for the outage on January 5, 2023. It was also mentioned that you were having
  issues with one television and one internet pod, specifically related to repeated reboots.. These problems are
  indicative of a power supply issue. To resolve the concerns, you will remove your ***** receiver from the power
  bar, plugging it directly into your wall outlet, and you will move the pod to a different location in your home. We
  are confident that this will resolve your concerns and have asked you to monitor the situation further. We will
  follow-up with you on January 31, 2023 to ensure the situation is fully resolved.
  

  Finally, when we concluded our conversation, we agreed to provide a credit of $7.23 including taxes for the one
  day service outage on January 5, 2023. You will be able to review this credit within 48 hours on Cogeco’s website
  (MyAccount) or on your next generated billing statement.

  
  Mr. ********, you have confirmed with us on January 20, 2023 when we spoke that your issue has been resolved.
  Should you have any further questions regarding this matter, feel free to contact the undersigned directly at
  ************* Monday through Friday, 9am-5pm.
  Sincerely,

  ****** *************
  Specialist - Customer Relations
  Office Of The President
  * ************

• Initial Complaint

  Date:13/12/2022

  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 dealing with ********** and ******** and incorrect collection attempts from Cogeco for over 4 years. They have again sent the 5th or 6th collection agency after a debt that is not owed. It was originally for equipment not being returned 2 years later I get a notice my equipment was returned and now it's for unpaid bills. They failed to cancel my policy upon the date I requested and issued a credit which is great however it should have been cancelled mid April and I have agreed to pay any balance.owing up until that date. They refused and to this day is still being inaccurately reported. I've fought with many collection agency over it *** *** *** *** ***** ** ****** ****** ** ****** ** ******* **** ****** ** ******* *** ********* *** *** *** **** *** *** ** ** **** ******* *** ****** *** ********** ******** ** * **** **** * ******* ** ******* **** **** *** *** *** **** ** *********. I will not pay for something info not owe.

  Business Response

  Date: 20/03/2023

  Good afternoon,

  Thank you for giving us the opportunity to investigate your billing concerns in greater detail. An adjustment has been made and the account has been updated to reflect this correction. * ********* ** **** ********** *** ** ***** ** *** ****** ******** ** ***. Should you have any further questions regarding this matter, please contact me directly.

  Sincerely,

  *****, Customer Relations Specialist, Cogeco Connexion

  Customer Answer

  Date: 20/03/2023

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

  They acknowledge the payment was invoiced incorrectly which I have been actively try to resolve for 4-5 years. I would have paid the correct amount if they would have provided that prior to collection being reported.

  I would like Cogeco to agree in writing to remove the two collection accounts with *** ********** agency upon receiving full payment of the correct balance owing from me.

  Which is only fair after the hardships they have caused and me proactively trying to deal with the matter for over 4 years.

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

• Initial Complaint

  Date:21/11/2022

  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.

  In early October 2022 I cancelled my TV and house phone from cogeco as they were no longer relevant in my life. I was told by cogeco I would have to buy out a verbal contract and charged me because I cancelled services. I also cancelled because cogeco kept increasing my bills by 5$ to 6$ every 60 to 90 days. I was told these increases were approved by the government. I was charged a large amount to cancel my services. ***** **** ********** *** * **** * ***** ****? These were verbal contracts that cogeco did not abide by.
  Also I was given HD WiFI receiver due to the fact I have been a customer for 22 years.(I did not ask for this receiver they insisted I take it, (my old receiver worked better and I had two) Now after 10 months cogeco sent bill to charge me 388.24 for this same (one)receiver. (that I was given due to my loyal customer status and again I didn't want). I believe it's due to the fact I cancelled irrelevant services. I plan to give the receiver back and cancel all services completely now due to the games this company plays with their customers. Please advise. * *** **** ****** *** * **** *** ***** **** **** I will look for a new company by BBB ratings. Thanks for your service. **** *****, MBA

  Business Response

  Date: 28/11/2022

  November 28th 2022
  **** *****
  *** ************ Drive
  Sarnia, Ontario
  *** ***
  
  Re: Account # ***********
  BBB Complaint ID #********
  
  Hello **** *****
  

  The Better Business Bureau  (BBB) has contacted us on your behalf in regards to your billing concerns. We appreciate the opportunity to respond. 
  

  This letter is a follow up to our telephone conversation on November 25th, in which we discussed our policy on Early Termination Fees, when signing up for our services with promotions.   In which once a promotion is added to a product or service, if you decide to cancel that product or service early, there could be an Early Termination Fee added to your account.  This fee can vary depending on the length of the promotional period and or services.  
  

  We have agreed to remove the current Early Termination Fee charge of $150 plus tax that was applied when you canceled your Phone and Cable TV service in September.  You are responsible for any outstanding equipment fees associated with these services and any future Early Termination Fee, should one apply.
  

  Ms. *****, you have confirmed on the phone that the complaint regarding your Television service has been resolved.   Should you have any questions or concerns, please contact this office directly at ###-###-#### during regular business hours.

  ****** *.

  Office of the President 

  Cogeco Connexion

   

  
  

  Customer Answer

  Date: 28/11/2022

  
  
  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:11/11/2022

  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 signed up for service in october 2021. I called in for internet only but the rep advised me he could give me free tv for 24 months. I was unaware that this was a builders plan and tied to the location I was renting. I moved in may 2022 and called to transfer service. My TV service was never even transferred properly until I called october 9 2022 to have it set up as I again dont use the service and only added it because it was free. The rep who fixed the tv service advised the account was not set up properly, AKA NEVER WORKING SINCE I MOVED. When I called in may I was never advised of a higher price or end to the promotion or I would have said to cancel the tv service. I refuse to pay for a service that I never agreed to pay for and wasnt even set up. Supervisors refuse to refund me. they DO NOT have anywhere on file me agreeing to a higher price. they cannot simply email someone a service agreement and start debiting their account higher then an agreed upon price without consent from me (i did not get the email). they withdrew funds ********* from my account as I only agreed to pay 89$. they record all of their calls and are welcome to see I was not advised nor did I agree. I trusted the company and allowed for preauthorized payments so I did not need to check my bills monthly and now I am ******* out of close to 600$. I am requesting this money is credited to my account immediately.

  Business Response

  Date: 17/11/2022

  November 17, 2022
  **** ********
  *** **** Dr
  Windsor, Ontario
  *** ***
  
  BBB Case#: ********
  Re: Cogeco Billing Account # ***********
  Dear Ms. ********,
  The Better Business Bureau (BBB) has been in contact with Cogeco on your behalf in regards to your concerns. We appreciate the opportunity to respond.
  Please accept our apologies for the inconvenience caused to you and for the amount of time that you have spent attempting to resolve your concerns. At Cogeco we pride ourselves on providing outstanding customer service to all of our valued customers and do our best to meet expectations.
  Following up on our conversation, we would like to take this opportunity to confirm our mutual agreement to resolve your concerns. As discussed, proper feedback has been provided to the agent that you had spoken to on May 19, 2022. Upon review of the call we have concluded that the agent did not advise you of the rate changes your account would undertake once the transfer of services took place. We do apologize for the missed information. 
  To resolve your complaint, I have applied a credit totaling $570.11 onto your account as of today. This credit covers for your internet charges from June 10, 2022 to November 9, 2022. This credit is the difference between what you would’ve been paying had your promotions remained the same after your transfer of services. You have accepted with me a savings offer of $20.00 for 36 months today on your account that would be applied towards your internet plan. Please note that with this offer, there will be no early termination fees if the account was to be disconnected within the 36 month savings period, and the base rate is subject to change. As mentioned, we would provide advance notice to you when rates are to change. You have agreed to have the pre-authorized payment for November 25, 2022 to be withdrawn accordingly and the credit will cover for future payments thereafter until the credit runs out. 
  Ms. ********, you have confirmed with us today that this resolves your concerns. Should you have any further questions or concerns regarding this matter, please contact us directly at ###-###-#### Monday through Friday during regular business hours.
  
  Sincerely,
  
  *** **
  Office-of-the-President
  Cogeco Connexion
  
  
  **** **** ********** ****
  
  

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair 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.

  Internet does not work properly. Been calling for over a year. They say we need a new outside cable. They never fix it or say when it will be fixed

  Business Response

  Date: 21/11/2022

  November 21 2022
  **** *******
  **** ******* Crescent
  **********, Ontario
  *** ***
  
  Re: Account # ***********
  BBB Complaint ID #********
  
  Hello **** *******
  The Better Business Bureau (BBB)  has contacted us on your behalf in regards to your internet service concerns. We appreciate the opportunity to respond. 

  
  This letter is a follow up to our telephone conversation on November 16 2022, in which you confirmed with us that you spoke to one of our technical support supervisors on November the 10 2022, who booked a service for a technician to come and investigate the issue on November 12 2022.  During this conversation with the supervisor, he applied a $50 credit to your account.  You have advised that this service call was able to resolve the issue of internet service interruptions, by replacing equipment to provide better coverage and connection.  The supervisor you spoke with followed up with you on November 14 2022 to confirm everything was working after the service call.  You have advised us you were happy with the service and follow up received.

  
  Mr. *******,  you have confirmed on the phone that the complaint regarding your internet service has been resolved.   Should you have any questions or concerns, please contact this office directly at ###-###-#### during regular business hours. 

  ****** ******

  Office of the President

  Cogeco Connexion

  
  

• Initial Complaint

  Date:27/10/2022

  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.

  On September 9, 2022, I had returned * **** Mini boxes and one ** box to Cogeco via ****** ***** I received an email on September 15, 2022 stating all items were received. However, today, October 25, 2022 I received my bill in the mail and was shocked to see it stated $1,167.51 and that none of my items were returned. I chatted with ****** on ******** ********* who stated none of the items were returned, then retracted his statement later in conversation and stated one item was received. I then proceeded to call and spoke with ***** who was amazing and totally willing to address the matter. ***** himself noticed the error right off the start and verified items were received but couldn’t find documentation for one box. He placed me on hold, spoke with another support member and adjusted the bill accordingly. This was not an error on my behalf, rather Cogeco and I am requesting a refund for 4 months service sent by cheque by mail or credit to my account for your other team members not processing the return as it was received and for the hassle I received. I am willing to address the matter with the **** as well. I am a loyal customer and we always make payments on time or within up to a few days later.

  Business Response

  Date: 01/11/2022

  November 1, 2022
  
  ***** **
  *** **** St
  ******** ON
  *** ***
  
  BBB Case #: ********
  Cogeco Billing Account # ***********
  
  
  Dear Mr. *.,
  The Better Business Bureau (BBB) has contacted us on your behalf with respect to your concerns regarding your Cogeco Connexion account. We appreciate this opportunity to respond.
  As a follow up to our conversation, we would like to take this opportunity to confirm our mutual agreement to resolve your concerns. As discussed, we confirmed that the charges related to the equipment have been reversed and the equipment has been confirmed as returned. This was completed during the call on October 25, 2022 which was referenced in your complaint. We can confirm that the balance on your account has been adjusted and any remaining balance currently owed on your account is related to the services you subscribe to and the regular monthly fees. At the end of our conversation we confirmed that there are no further concerns regarding your Cogeco account at this time. 
  Mr. *.,  we appreciate the opportunity to resolve your concerns and apologize for any inconvenience you may have experienced. Should you have any further questions or concerns regarding this matter, please contact me directly at ###-###-#### during standard business hours.
  
  Sincerely,
  **** *.
  Office of the President
  Cogeco Connexion
  
  

  Customer Answer

  Date: 01/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I feel the matter was not resolved to my satisfaction. No questions were asked in regards to an agent basically telling me I was ****** about returning equipment. Said would look into it, but I find it unlikely that will happen. Was not offered any compensation for the billing error as I had to wait on the phone for nearly 45 minutes to have the matter resolved.
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 21/11/2022

  November 21, 2022
  
  ***** **
  *** **** St
  Petrolia ON
  *** ***
  
  BBB Case #: ********
  Cogeco Billing Account # ***********
  
  
  Dear Mr. *.,
  The Better Business Bureau (BBB) has contacted us on your behalf with respect to your concerns regarding your Cogeco Connexion account. We appreciate this opportunity to respond.
  After we received your response to our initial conversation we made multiple attempts to contact you on the following dates: 

  
  November 8, 2022 3:03 PM Left Message on Machine
  November 9, 2022 11:43 AM Left Message on Machine in response to email. 
  November 9, 2022 Response to email advising a phone conversation is required to continue discussion
  November 21, 2022 2:08 PM Left Message on Machine
  
  Since we have made further attempts to reach you by both phone and email we have not received any response.
  As an attempt to further resolve your concerns, we previously confirmed that the charges related to the equipment have been reversed and the equipment has been confirmed as returned. We also confirmed the balance on your account was adjusted to only reflect the amount owed for services you subscribe to and the regular monthly fees. This balance has since been paid by you, accepting the amount owing in full. In addition, at the end of our initial conversation we confirmed that there were no further concerns regarding the Cogeco account and that you agreed with Cogeco advising the BBB of a mutual resolution. During this conversation you did not make any request for further compensation. 
  Mr. *., we remain open to discussing your concerns, but request that in the future conversations, we be given an opportunity to speak with you regarding them. We can be reached at ###-###-#### during regular business hours.
  
  Sincerely,
  **** *.
  Office of the President
  Cogeco Connexion
  

  
  

  Customer Answer

  Date: 21/11/2022

  
  
  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:27/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  *** ****** ****** **** *** ********** ** **** ******* ****** ******* ******** *** * ******** ****** ** * ***** ******* *** ******* ******* ** *** ********** ** *** ********
  
  2 of the people involved are **** and his manager ***** *.
  I have filed **** complaint to try and get this issue resolved.
  
  Today ***** *. called me and once again threatened me with ******* disconnection of the services cause I went to the **** with my complaint. This was in spite of the fact that it's ******* to threaten anyone with disconnection for going to the ****.
  
  6 days ago Had to go and get new cable box as old one was acting up. Was told by Cogeco that I had to rent one for $7 a month. Over the last 2-3 weeks this new cable box is turning my tv off and on by itself. Called tech support at Cogeco, got ***** on the line who couldn't tell me why it's happening. He offered no resolution except to call them back if it keeps happening. Asked for a manager, once again got no resolution from ***** except call back. ***** the supervisor offered to send me a new box. He suggested instead of using an extension cord to plug tv right into outlet.
  
  
  All I have ever asked for is to be helped with these issues *** ** ******* ************* ** ******* ** **** ** *** **** ******** **** * ***** *** **********.
  
  *** ***** ** **** * ***** ****** ********* ** ********* ** ******* **** ******** *.