Complaints

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

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• 

  Rogers Communications

  855 York Mills Rd North York, ON M3B 1Z1

• 

  Rogers Communications Inc.

  1600 4710 Kingsway Burnaby, BC V5H 4W4

• 

  Rogers Communications Inc.

  1316 2929 Barnet Hwy Port Coquitlam, BC V3B 5R5

• 

  Rogers Communications Inc.

  1320 Trans Canada Hwy W # 114b Kamloops, BC V1S 1J2

• 

  Fido

  1200 St.Laurent Blvd., Unit 541 Ottawa, ON K1K 3B8

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:18/06/2025

  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.

  We went to get an upgrade for my husband phone was told there was a credit limit which we couldn’t understand because we have been over that so called credit limit since sept. We had to go with Fido to get my husband a phone. I out in a bad review someone called my husband said that shouldn’t have happened they would escalate the file and someone would call back. No one called back I called they resolved it and said we just needed to go in to the store and have it switched back and I wouldn’t have to pay for the Fido bill and all would be ok . Went today found out it was all a lie
  All we wanted to to was do an upgrade and they have made it very stressful and because of the lie I want to get my husbands phone put back on the original account and have the Fido bill and the Roger’s bill handled by them for all this for all the stress and inconvenience they have put us throw we have been with them since 1990

  Business Response

  Date: 25/06/2025

  At Rogers, we value the feedback
  received from our clients, and would like to thank ***** for
  presenting this matter for review.  
  Client
  Concerns: 
    Client
  upgraded wireless line and is seeking to transfer the line between providers.
  Client is seeking to transfer one line.
  Investigative
  Findings: 
  -There was a credit
  limit placed on the customer's account in error, preventing the customer from
  being able to upgrade one line.
  -The device upgrade was completed with Fido, financing on a two year contract.
  Resolution: 
  Rogers’ Office of the President successfully
  contacted the customer on June 19. 
  We explained
  to the customer that financing contracts cannot be transferred between
  providers. In light of the negative experience and any possible misinformation
  provided to the customer, we offered new wireless plans and a courteous credit
  to assist with phone accessory costs.
  Rogers would like to thank?the
  customer for their co-operation in the resolution of this concern.  

• Initial Complaint

  Date:18/06/2025

  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 disconnected my Rogers cellphone service on June 6/2025 and ***** transferred my service on that date
  I have subsequently been billed by Rogers for a full month of service inspite of ***** disconnecting my service on June 6/2025
  
  Rogers is billing me from June 6-July 5,$99.18
  My service was discontinued on June 6

  Business Response

  Date: 18/06/2025

  Hello BBB,

  This is to advise that contact was made with ***** **** and the issue is now resolved. No details required.

  ******* *

  Rogers Advisor

  Customer Answer

  Date: 18/06/2025

  
  
  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:06/06/2025

  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 a wireless phone line with Rogers in the years approximately 2014-2020. My monthly bill was roughly $15 (fifteen dollars) taxes included. I received their bills by email every month, and accessed them online through username (my email address) and a password. I also paid online. The last time they sent me an ONLINE bill was in December 2019, which I paid in total. That was also the last time I had access to my online account.
  My account number with Rogers was *********.
  Then they cut/suspended my phone line in early 2020 (I have no exact date, but by March 2020 the service was already cut).
  On 06 April 2020 they sent me a letter by **** ****** ** ******* **** ****** *** ******** ** ***** ************ asking me to pay $624.84, this letter is NOT a bill, it just told me to pay the amount, which makes no sense since I did not receive the bill, and even if I did the bill would be around $15 monthly.
  . I tried to contact customer service to no avail.
  I made a complaint on their website to no avail **** ********************* Contact Us Rogers Small Business.
  Finally, on 18 April 2020 I sent them a REGISTERED letter ********* ** *** ********** ****** ******** *****, to the same Rogers address on the envelope. In my letter I asked for a normal bill, for an explanation/details about the outrageous amount ($624.84) they are demanding, why I am no longer able to access my account online, etc...
  Rogers never got back to me, but instead referred me to a collection agency. The name of the agency is **** ******* **** and the account/file number is **********.
  
  Now this unjustly impacts my credit score records in a very negative way.
  
  Yesterday (04 June 2025), I re-read the Rogers letter and dialed the number on it (1 800 267 2070). It gave me a few options, including one to enter my account number (*********), and inquire of my balance. The result is $143.07, and last payment received Dec. 20 2019. But even this $143.07 is questionable.

  Business Response

  Date: 12/06/2025

  Hello,
  
  
  At Rogers, we value the
  feedback received from our clients and would like to thank ***** for
  presenting this matter for review. 
  
  Client Concerns:
  -Customer mentioned he
  had home phone service with Rogers back in 2020, the monthly service fee was
  around $15.00 monthly including taxes. Customer also mentioned he had not received
  any invoices since December 2019 and received a letter in April 2020 with a
  large balance owing.  He sent a letter to
  have account reviewed and corrected. Customer account was assigned to
  collection agency.
  -Customer requested an
  adjustment and correction of his credit file.
  
  Investigative Findings:
  -We reviewed the
  customer concerns, account and invoices.
  -We confirmed the price
  plan and email address were changed via the online portal in December 2019.
  -On May 22, 2020, we
  adjusted your account and reinstated the monthly service plan for wireless home
  phone at $14.95 including taxes per month.
  -We confirmed usage was made
  until March 30, 2020.
  -The wireless home phone
  line was cancelled for nonpayment on Sept 11, 2020.
  
  
  
  Resolution:
  
  Rogers' Office of the
  President successfully contacted the customer June 12, 2025.
  
  -We reviewed the account
  information, usage and provided a courtesy adjustment.  Customer was informed credit bureau tradelines
  could not be adjusted.
  
  Rogers would like to
  thank?the customer for their co-operation in the resolution
  of this concern.  

  Customer Answer

  Date: 20/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Their answer contains misleading and untrue statements. See statements quoted below.

  Rogers:"-We confirmed the price plan and email address were changed via the online portal in December 2019."  My comment: who changed the price plan online, and who changed the email address? because it was not me.

  Rogers:"-On May 22, 2020, we adjusted your account and reinstated the monthly service plan for wireless home phone at $14.95 including taxes per month." My  comment: They had suspended my account in March 2020 and I was never able to re-use it again. I was notified of this suspension by their letter dated April 06 2020, and was never notified it was re-instated.

  Rogers: "-We confirmed usage was made until March 30, 2020." My comment: The service was cut in early March 2020. I can positively confirm that on March 13 2020, I was no longer able to use it, and the lady from Rogers who contacted me by phone stated it was cut on March 06 2020.

  Rogers: "The wireless home phone line was cancelled for nonpayment on Sept 11, 2020." My comments: anyway it was suspended back in EARLY March 2020. And in the registered letter I sent them in April 2020, I clearly stated that if correction were not made and an apology issued, to consider my letter as a letter of cancellation of service.

  However, having said that, I confirm that they re-adjusted my balance, and it no longer stands at the outrageous amount of $624.84 but at $76.08, which, solely for the sake of my credit record, I paid.
  
  
  Sincerely,
  
  
  
  ***** *****************

  Business Response

  Date: 23/06/2025

  At Rogers, we value
  the feedback received from our clients and would like to thank ***** for
  presenting this matter for review. 
  
  Client Concerns:
  -Customer mentioned
  he had home phone service with Rogers back in 2020, the monthly service fee was
  around $15.00 monthly including taxes. Customer also mentioned he had not
  received any invoices since December 2019 and received a letter in April 2020
  with a large balance owing.  He sent a letter to have account reviewed and
  corrected. Customer account was assigned to collection agency.
  -Customer requested
  an adjustment and correction of his credit file.
  
  Investigative
  Findings:
  -We reviewed the
  customer concerns, account and invoices.
  -We confirmed the
  price plan and email address were changed via the online portal in December
  2019.
  -There is no
  evidence of a system error or representative initiating the change.
  -On May 22, 2020, we
  adjusted the account and reinstated the monthly service plan for wireless home
  phone at $14.95 including taxes per month.
  -We confirmed usage
  was evident until March 30, 2020.
  -The wireless home
  phone line was cancelled for nonpayment on Sept 11, 2020.
  
  Resolution:
  
  Rogers' Office of
  the President successfully contacted the customer June 12, 2025.
  
  -We reviewed the
  account information, usage and provided a courtesy adjustment in resolution of
  this concern. Customer has made a payment clearing the account balance.
  Customer was informed credit bureau tradelines could not be adjusted.
  
  Rogers would like to
  thank the customer for their co-operation in the resolution of this
  concern.  

• Initial Complaint

  Date:29/05/2025

  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'm contacting you today because I'm having a real issues with Rogers. They have been harassing me since approximately 2018 concerning a bill which I cannot pay. My only income At the time was ODSP and now is my old age pension and CPP pension which I know from speaking with Legal Aide they cannot attach. I keep telling them this And as soon as I tell the collection agency, they just switched me to a different collection agency. I need this harassment to stop. I understand from speaking with Legal Aide. They cannot continue to harass you after six or seven years or something about whatever the issue is that they're supposed to drop it and they have not and they will not. 
  
  
  I just received another phone call this morning from ************** At 8 AM today,I believe it's called *** ***********. They're giving me a different amount saying this is for something different. I have not had a Rogers account since at least 2018. They won't give me the account number or any other information because I'm not giving them my birthday over the phone. I'm on the cell phone.
  
  
  I need this to  Stop the woman I spoke to also mentioned that my account was in with ********* company which I believe is the one that I've attached here. I don't know what those $250.95 she was talking about this morning but I am not paying anything. How do I get this stopped.? can you contact Contact Rogers and get them to stop this?
  
  
  Thank you
  ***** ******

  Business Response

  Date: 30/05/2025

  Good day, 
  
  At Rogers,
  we value our client's feedback and would like to thank ***** for bringing this
  matter to our attention. 
  
  Client
  Concerns:
  The cessation of collection calls regarding a terminated account.
  Due to financial hardship, the account holder is unable
  to meet the obligations associated with the balance at this time.
  Request to contact the currently assigned agency and
  request that they place an end to the customer contact attempts.
  
  Investigative
  Findings:
  The account in question was terminated in October 2019
  due to non-payment.
  Following the cancellation, a final balance was generated.
  As a result of failed payments, the account was subsequently assigned to
  collections agencies for payments and/or settlement arrangements.
  
  RESULTS:
  Customer Not Satisfied
  Rogers’ Office
  of the President successfully contacted the customer on May 30, 2025
  ***** acknowledged her awareness of the account balance
  but is currently unable to make any payments.
  She informed me that, at this time, she does not have the financial resources
  to commit to any monetary arrangement.
  Given the account's assignment to a collection’s agency,
  I recommended that she explore a payment arrangement or settlement offer with
  the assigned agency, as this may help manage their contact attempts.
       -She is aware that we are unable to stop the agency's contact efforts.
  Also, The most effective approach is to maintain communication
  with the assigned agency rather than avoid it.
  
  Rogers is
  appreciative of the opportunity to address this concern and regret that a resolution could not be attained at this time.    

  Customer Answer

  Date: 11/06/2025

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

  Yes, I did talk to someone from Rogers and I made it very clear that I am a low income, senior living off of my CPP and old age pension

  
  

  I made it very clear that I cannot pay this bill now or in the future

  
  

  He just kept saying that he was very sorry, but he couldn’t stop the collection companies calling me talking to me even though Rogers is the one that put it in into collections as I pointed it out damn.

  
  

  They absolutely can stop this. 

  
  

  About 20 years ago I had an issue With a collection agency and I had a lawyer write them a letter explaining that I couldn’t pay, and that was the end of it

  
  

  I do not have Money for a lawyer now to do this. I’m 70 years old. Why are they continuing to harass me when I cannot pay. I made it very clear to him that I do know he cannot guarantee my Government pension. So why put me through this stress

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

  Business Response

  Date: 11/06/2025

  Good day,
  
  At Rogers,
  we value the feedback received from our clients and would like to thank ***** for presenting this matter for additional
  review.
  
  We acknowledge and understand the financial circumstances of
  the account holder.
  However, engaging directly with the assigned collections
  agency may assist in addressing the outstanding balance.
  Upon review, no discrepancies were found with the balance
  itself, and the primary concern appears to be affordability.
  Given this, we recommend that the account holder contact the assigned
  collections agency to discuss available payment options or potential
  extensions.
  
  Rogers appreciates the opportunity to further address this
  concern and sincerely regret any inconvenience caused.
  
  Thank you.

  Customer Answer

  Date: 16/06/2025

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

  I read the message that you got from Rogers and all I can say is quite frankly an excuse me, but they’re full of it. They absolutely can drop this case it’s a Rogers case it doesn’t make sense to them saying they can’t.

  
  

  I have talked to And I mean multiple collection agencies that they have sent after me and as soon as I talk to them and tell them that I am a senior, and I only have my government pension which they can’t guarantee they drop the case and then Rogers just gives it to somebody else. 

  
  

  I’m not staying on this Mary ground.

  
  

  Rogers needs to drop this case I have NO MONEY Nor will I in the future to pay this. I’m not saying this again.

  
  

  This case was put into collections by Rogers and Rogers most certainly can take it out. I don’t know why they’re lying about it. They aren’t going to be getting any money. It’s all I can say.

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

  Business Response

  Date: 16/06/2025

  Hello,
  
  We understand the financial challenges the account holder
  may be facing.
  To help find a workable solution, we kindly encourage direct communication with
  the assigned collections agency, as they may be able to offer flexible options.
  Our review of the balance did not reveal any discrepancies, and the main issue
  appears to be affordability.
  With this in mind, we recommend reaching out to the agency to explore possible
  payment arrangements or extensions.
  This may also address the matter regarding the recent contact attempts made by
  the agency to discuss payment options.
  Additionally, after reviewing the balance in question, our
  office did not identify any issues with the outstanding amount.
  
  Rogers sincerely appreciates the opportunity to further address this
  matter, and we regret that we were unable to reach a resolution at this time.
  
  Thank you.

• Initial Complaint

  Date:24/04/2025

  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 April 21st 2025,
  A Rogers representative was marketing door to door in my residential area and knocked at my door. I was told that it is time to switch my Fido account to Rogers wit perfect promotion and it is going to save my money as both companies united now. He checked database and he gave me to sign a new agreement with a "better price" on his tablet.
  Also, the Rogers representative told if I do not like it I always can switch back to my previous
  contract with Fido within 14 days with no additional fees as Fido and Rogers are combined in
  the same business.
  When I received copies of my Rogers documents on email I understood it was not true promotion but opposite. I tried to reach customer service to
  resume my existing Fido plan next day and I was told nothing can be done and I have to pay
  all outstanding balance for my phone of $1046.58 and new connection service fees if I want to be with Fido again with new contract. That is very frustrating to me and it ruins my budget.
  I think it can be resolved by canceling the new contract with a false promotion or matched with my previous Fido contract.
  I would appreciate if you can help me with this matter.
  
  Best Regards,

  Business Response

  Date: 29/04/2025

  Hello,
  
  
  At Rogers, we value the
  feedback received from our clients and would like to thank ****** for
  presenting this matter for review. 
  
  Client Concerns:
  -Customer mentioned a Rogers
  representative was marketing door to door in my residential area offered to switch
  my Fido account to Rogers and no additional charge would be charged.  However, customer indicated he was informed
  he would have to pay the remaining financing on his Fido account.
  -Customer requested an
  adjustment.
  
  Investigative Findings:
  --We informed ****** we
  will proceed with previous OOP offer
  -We re-opened BAN *********
  -We Informed the customer he could go to Fido store to get a new sim and once a
  line is activated will port in his number and send case to our back-office team
  to reinsert the financing
  -We activated a line and completed the port-in and our back-office reinserted
  the financing and adjusted the account.
  
  Resolution:
  
  Rogers' Office of the
  President successfully contacted the customer on April 28, 2025
  
  -We confirmed the
  process was completed and Fido account was reinstated, and all adjustments were
  applied.
  
  Rogers would like to
  thank?the customer for their co-operation in the resolution
  of this concern.  

  Customer Answer

  Date: 29/04/2025

  
  
  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.

  Thank you for your help and kind cooperation at this matter.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:22/04/2025

  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 am submitting this complaint against Rogers Communications regarding a recent and deceptive plan change that resulted in a significant and unexpected increase to my monthly bill.
  
  I originally had a Canada-wide plan with Rogers that included promotional discounts of $25 per line, which were applied when I purchased my devices — totaling $50/month in savings. Since I live in Canada and work in the U.S., I contacted Rogers to switch to a Canada–U.S. plan to better suit my needs.
  
  During that call, I was told by the Rogers representative that all my existing discounts would remain intact, and that the only increase to my bill would be approximately $15 per month. Based on this assurance, I agreed to change plans.
  
  However, after the change took effect, I was shocked to discover that the $25 discounts on both lines were removed, and my monthly bill jumped from $135 to $241 — an increase of over $100 instead of the expected $15.
  
  I called Rogers to raise the issue and was told the discounts could not be reinstated — despite the fact that the change was made based on incorrect information provided by their own representative.
  
  This is misleading, unacceptable, and feels like a bait-and-switch. I never would have agreed to the plan change if I had been correctly informed that I would lose my promotional discounts.
  
  I am requesting the assistance of the Better Business Bureau to help resolve this issue by having Rogers reinstate the lost discounts.

  Business Response

  Date: 28/04/2025

  Hello,
  
  At Rogers,
  we value our client's feedback and would like to thank ***** for bringing this
  matter to our attention. 
  
  Client
  Concerns:
  When the
  account holder adjusted his plan to support US calling, previously applied
  discounts were lost on a the concerned plan and a plan on the account which required no changes.
  Bill Explanation
  Requested.
  Account
  Adjustments.
  
  Investigative
  Findings:
  The
  changes for the concerned line happed in-store.
  Depending
  on the applied plan, some may not be eligible for and an additional discount.
  No details
  captured advising of this matter.
  
  RESOLUTION:
  Customer   Satisfied
  Rogers’
  Office of the President successfully contacted the customer on April 28,
  2025.
  An apology
  for the overall experience was provided.
  A full review
  of the account was provided as requested ***** – Including plan adjustments which
  he confirmed appreciated.
  
  Rogers is
  appreciative of the opportunity to address this concern.    

  Customer Answer

  Date: 28/04/2025

  
  
  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:21/04/2025

  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 signed a contract with Rogers to lease a phone. I was not made aware and it's also not included in my contract that if I port my phone to another carrier that I will not be able to return it. I was spammed with multiple emails from Rogers asking for me to return it but when I came into the store they would not let me and they let me know my account is canceled early regardless of those emails. I was told as long as it's in good working condition I would be able to but they did not honor that. I just want to know how much my last Rogers bill is. I will pay for the phone but I fear that there will be a lot of hidden fees like extra cancellation fees not agreed upon with no way to fight them.

  Business Response

  Date: 24/04/2025

  Hello,
  
  At Rogers, we value the
  feedback received from our clients and would like to thank **** for
  presenting this matter for review. 
  
  Client Concerns:
  -Customer activated a
  wireless service on the Upfront Edge Program and indicated she was not made
  aware that if the service was ported out, she would no longer be able to return
  the device.
  Customer requested a
  refund of $647.00
  
  
  Investigative Findings:
  -We reviewed the customer
  concerns, account and Wireless Service Agreement/Financing Agreement.
  -We provided a copy of
  the signed Wireless Service Agreement/Financing Agreement.
  -We confirmed the
  Upfront Edge terms and conditions: If, for any reason, the wireless service you
  subscribed to when you purchased your device is cancelled or
  transferred, you may no longer participate in the Upfront Edge program and
  must repay your Upfront Edge Amount at the time of that cancellation. Once you
  cancel or transfer, you no longer have the option to return your device.
  We will charge the Upfront Edge Amount on your next bill along with any
  other applicable charges (e.g., your total outstanding device financing
  balance).
  
  Resolution:
  
  Rogers' Office of the
  President successfully contacted the customer on April 22, 2025.
  
  -We reviewed the terms
  and conditions of the Upfront Edge Program, the Wireless Service Agreement/Financing
  Agreement and confirmed the next invoice will reflect the Upfront Edge amount plus
  remaining financing amount.
  -We apologized and
  informed the customer; we explored all available options and we are unable to
  meet her specific request. 
  
  Rogers would like to
  thank?the customer for their co-operation in the resolution
  of this concern.  

  Customer Answer

  Date: 24/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I'm very disappointed in Roger's response to the situation because they refused to explore other avenues to resolve this with me. But I will agree to pay my remaining balance of $784.94. Thanks for your assistance.

  
  
  
  Sincerely,
  
  
  
  **** **

• Initial Complaint

  Date:14/04/2025

  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 lost my sim while I was traveling internationally for a surgery. I tried to notify rogers through phone but the number was put on hold for over 2 hours as it's an international number I believe and I could not connect.
  
  I notified them through email but I am still being billed over $722 for usage that I did not use.

  Business Response

  Date: 15/04/2025

  At Rogers, we value our client's
  feedback and would like to thank ***** for bringing this matter to our attention.  
  
  Client Concerns:
  The client lost their sim card and is disputing the
  monthly wireless fees associated with the line.
  
  Investigative Findings:
  The client has previously escalated this concern for
  review and has been advised of how to prevent further charges to the line,
  including cancellation or getting a new SIM (within Canada), to which they have
  declined. 
  The line has since been placed on a temporary
  suspension as a work around. However, the administrative and monthly fees
  billed remain valid. 
  
  Resolution:
  Rogers’ Office
  of the President successfully contacted the customer on March 28th 2025 and April 15th 2025. An offer for
  resolution was made and applied to the client's account, despite the fact that
  the client has made no payments to the account, resulting in continuous
  accumulated billing.
  
  As the customer was not
  satisfied with the offer as presented by Rogers’ Office of the President, we
  have informed ***** of the final stage in our complaints process. Rogers
  is appreciative of the opportunity to address this concern and regret that an
  amicable resolution could not be attained at this time. 

• Initial Complaint

  Date:14/04/2025

  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.

  Rogers has increased the price of my internet bill by $7 per month. This is against a commitment by Rogers to keep my bill the same per month for 2 years.

  Business Response

  Date: 16/04/2025

  At Rogers, we value our client's feedback and
  would like to thank ****** for
  bringing this matter to our attention.  
  
  Client
  Concerns: 
  Client concern
  regarding residential service rate increase.
  
  Investigative
  Findings: 
  The client's
  services are month-to-month. The account is subject to regular rate increases.
  Notification
  of the service rate increase was provided 90 days before its impact via their monthly invoices.
  
  RESOLUTION:
  Rogers’ Office of the President successfully
  contacted the customer on April 14th. 
  The client is not on
  a contract, they are instead receiving a month-to-month service discount,
  making the account subject to regular rate increases. We provided a comparable
  offer with a contract to protect the account from future rate increases. The
  client declined the contract offer and is seeking to maintain the existing
  no-contract discount, and wants to receive a credit for the rate increase.
  
  The customer was not
  satisfied with the offer presented by the Rogers' Office of the President. Rogers is appreciative of the opportunity
  to address this concern and regret that an amicable resolution could
  not be attained at this time.   

  Customer Answer

  Date: 16/04/2025

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

  Rogers has not made a good faith attempt to resolve my complaint.  They did not make a "comparable" offer as they stated in their response.  Rather, their offer was to offer me a more expensive plan and tied into a contract for 2 years, which would result in a far worse financial situation for me.  Therefore. I reject their  response. 

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

  Business Response

  Date: 17/04/2025

  At Rogers, we value
  our client's feedback and would like to thank ****** for bringing this
  matter to our attention.  
  
  Client
  Concerns: 
  Client concern
  regarding residential service rate increase.
  
  Investigative
  Findings: 
  The client's
  services are month-to-month, as a result the account is subject to regular rate increases.
  Notification of the
  service rate increase was provided 90 days before its impact via their monthly
  invoices.

  RESOLUTION:
  Rogers’ Office of
  the President successfully contacted the customer on April 14th. 
  The client is not on
  a contract, they are instead receiving a month-to-month service discount,
  making the account subject to regular rate increases. The client declined to
  accept a contract offer and is seeking instead to maintain the existing month-to-month
  service discount, and wants to receive an account credit for the rate increase.
  
  The customer was not
  satisfied with the offer presented by the Rogers' Office of the President.
  Rogers is appreciative of the opportunity to address this concern and regret
  that an amicable resolution could not be attained at this time. 

  Customer Answer

  Date: 21/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business promised me initially that my bill would remain the same for 2 years.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 23/04/2025

  Good day, 
  
  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.
  
  This customer has also presented his/her concerns for consideration through the Commission for complaints for Telecom-television services (CCTS). 
  As such, Rogers will work with the customer through this regulatory channel to provide resolution. 
  
  Thank you.

  Customer Answer

  Date: 23/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: same response as in prior communication. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:14/04/2025

  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.

  My first bill is not what was promised when I signed up for the service. I called Rogers today and spent an hour and fifteen minutes on the phone- most of it on hold- in order to ask: 1. why my billing cycle starts on March 8, 2025 when I only started my service on April 7, 2025; and 2. why the final total for the first bill is $81.75 when I was told multiple times that it would be $67.80, including taxes after signing up for automatic payments (which I did on April 7, 2025). In the course of the conversation I also asked for the additional $2.50 fee to be refunded as it was not mentioned at the time I signed up for the service. While I was on hold, Rogers hung up on me without resolving the issue and they have not called back. I don't think it's fair for them to promise one price, then charge another, higher price, and then hang up and move on without fixing or addressing the problem.

  Business Response

  Date: 15/04/2025

  Hello,
  
  
  At Rogers, we value the
  feedback received from our clients and would like to thank ***** for
  presenting this matter for review. 
  
  Client Concerns:
  -Customer indicated he
  signed up for service and his first invoice did not reflect the offer
  presented.
  -Customer requested an adjustment.
  
  Investigative Findings:
  -We reviewed your
  concerns, the April 7,2025 invoice, and the Wireless Service Agreement.
  -We informed the customer
  service was activated on April 7, 2025, and billing cycle will close on the 7th of
  each month, the set-up fee was waived,  the partial charge for April 7,
  2025 ($2.50 minus $0.16) is applicable as usage was made on April 7, 2025.
  -We confirmed via email
  the $10.00 Automatic Payments Discount Start date: April 08, 2025; as invoice
  was already released, and the account was adjusted.
  
  Resolution:
  
  Rogers' Office of the
  President successfully contacted the customer on April 14, 2025.
  
  -We informed the set-up
  fee was waived,  the partial charge is applicable and confirmed Automatic
  Payments Discount Start date: April 08, 2025, and the account was adjusted.
  
  Rogers would like to
  thank?the customer for their co-operation in the resolution
  of this concern.