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Business Profile

Telecommunications

Rogers Communications

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

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Rogers Communications has 22 locations, listed below.

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    Customer Complaints Summary

    • 1,533 total complaints in the last 3 years.
    • 578 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:25/01/2024

      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.
      July 19, 2022 I contacted Rogers via online chat (********** ********), asking for a tablet on my plan to be cancelled. The contract (********) had ended as of July 9, 2022. I was explicit that I wanted it cancelled and I did not have a use for it. At the time I stepped away from live chat, it seemed like my request was being processed.

      I looked at my detailed charges on Jan 18, 2024 and noticed I was still being billed for the tablet. I contacted Rogers via live chat (********** ********). I was told that the first request was not completed because the live chat was 'disconnected'. Neither the agent or myself could see the old transcript. The only recompense I was offered was that the tablet could be cancelled going forward, but they could not backdate the request. A third agent was able to give me information on how to get my old transcript.

      I'm contacting the BBB is because I believe Rogers had enough information to complete my request, but didn't, because they weren't finished trying to convince me to do something else. I think my request was clear enough that reimbursement is warranted.

      If my information was insufficient, as they claim, I don't believe Rogers used due diligence in notifying me that there was an issue completing my request. Reliance on Live Chat as the sole messaging system is unacceptable. I might have had a computer issue and been unable to see the fleeting message. Transcripts are only sent if the user enters an email address into the popup window that appears only once after the chat ends. At minimum, Rogers should have sent an generic email or text to the account on record saying a chat was disconnected due to inactivity and that actions may not have been completed. Information on how to request a transcript would have been great.

      I think a combination of stall tactics, quick disconnects, and lack of notifications around incomplete actions in the live chat allows Rogers to avoid unfavourable transactions.

      Business Response

      Date: 29/01/2024

      Hello,

      At Rogers, we value the feedback received from our clients,
      and would like to thank *******s for presenting this matter for review.

      Client Concerns:
      A tablet plan disconnect request on July 19, 2022.
      Full account adjustments related to the plan itself from the
      noted date.

      Investigative Findings:
      On July 19, 2022, the account holder contacted a chat
      associate to submit a request for termination of a data plan which was linked
      with a tablet.
      The chat session had ended prior to confirming the customer
      request.
      The account holder had to step away for a moment, however; the
      chat session had ended when they returned.
      The account holder advised they were not given enough time
      when advising the chat associate that they would be stepping away for a moment.
      The account holder was also under the assumption their July 19,
      2022, request was fulfilled as suggested.

      Resolution:
      Rogers’ Office of the President successfully contacted the
      customer on January 29, 2024
      We confirmed both the account notes and reviewed July 19, 2022,
      chat session supports the session ended prior to confirming the data related disconnect
      request.
      The account holder confirmed their partial ownership of
      their shared billing issues.
      Our office has since come to a billing resolution which the
      account holder appreciated.

      Rogers would like to thank the customer for their
      co-operation in the resolution of this concern. 

      Customer Answer

      Date: 29/01/2024



      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:25/01/2024

      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.
      We cancelled our services with Rogers to move to ****. Rogers sent us a packing slip to return all our Rogers boxes, which we did (confirmation of delivery to Rogers has been attached as proof). Rogers continued to charge us for "unreturned boxes", even though we had proof they'd been returned. I searched online and this appears to be a common practice of Rogers - I'm sure many people just pay the outstanding, unwarranted balance to have it done with. Rogers has created a system where you can't return the boxes to a store and you must ship them back, and even with proof, they deny receiving them. They have left an outstanding balance owing on my account and my credit score has been impacted by 140 points. **** ******** ** ****** ** ********** *** ******** *** I can't imagine how much money they've collected from folks who just didn't want to deal with it or the threat of collections. There truly should be a class-action lawsuit against them. What I'm asking for is the outstanding balance removed as I have returned the boxes, and my credit score corrected. I have worked hard to have an excellent credit score and the impact of this could be significant.

      Business Response

      Date: 01/02/2024

      Hello,

      REF:  BBB Serving Central Ontario
      Complaint # ********

      At Rogers, we value the feedback received from our clients, and would
      like to thank Jonathon for presenting this matter for review. 

      Client Concerns:
      -Customer terminated his services with Rogers and returned the equipment.  Customer was charged for unreturned equipment.
      -Customer requested an explanation and adjustment.

      Investigative Findings:
      -We reviewed the account, and our back-office team credited the
      equipment charges on the account.

      Resolution:

      Rogers' Office of the President successfully contacted the customer on
      February 1, 2024

      -We informed the customer the equipment was located and credited to the account;
      we also provide an adjustment for the late payment fees.  We confirmed once the final invoice is released,
      we will submit a request to our Credit Operations Management Office to correct
      the tradelines with the Credit Bureaus.

      Rogers would like to thank?the customer for their
      co-operation in the resolution of this concern. 

      Christine S.

      Attachée | Bureau du Président
      Advisor | Office of the President
    • Initial Complaint

      Date:25/01/2024

      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.
      We are new to Rogers, having switched over to them in November 2023. We opted for an international long-distance plan. It worked fine for 2 weeks and all of our calls connected normally. Then, some international calls would not connect, with an automated Rogers message telling us there was a problem. The numbers are confirmed from family members as being operational, and we can receive incoming calls from them. We called Rogers & they opened a ticket in early December 2023. We have made a number of calls to Rogers hoping for updates and a resolution as it has been more than 6 weeks, yet the problem persists. The connection issues are frustrating since sometimes numbers that WOULD connect no longer will, and numbers which have NOT connected WILL connect when tried weeks later. The ticket was “escalated” but no progress was made, as far as we know. I did receive occasional pre-programmed texts from Rogers telling me they were “working on it” but the service did not improve. I have spent many hours on the phone, on hold, waiting for help. On Jan 18/24 I phoned yet another rep in tech support & then spoke with his manager, who claimed he would be the “point person” going forward. He assured me he would call me back. After 48 hours & not hearing from anyone, I went to a Rogers store in person. The rep there had no offer of assistance except to call tech support as I had done. The rep on the phone told us the ticket for this issue had been closed. I am very frustrated as there has been no resolution and no attempt to contact us. My father passed away on Dec 28, 2023 and my mother was not able to make phone calls to their family in Italy because of this ongoing issue. It has been an extraordinarily trying time and the lack of communication and support from our telecom provider has made it impossible for us to reach loved ones despite our continued efforts. After the rep told me the ticket was (wrongfully) closed, I felt I should try to take action through the BBB.

      Business Response

      Date: 02/02/2024

      Hello,


      REF :  BBB Serving Central Ontario Complaint
      #********

      At Rogers,
      we value the feedback received from our clients, and would like to thank ***** for presenting
      this matter for review.  

      Unfortunately,
      we were unable to further discuss and address this matter.  

      Rogers is
      looking forward to the opportunity to address the customer’s concerns at their
      convenience.


      Christine S.

      Attachée | Bureau du Président
      Advisor |
      Office of the President

    • Initial Complaint

      Date:25/01/2024

      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.
      Suspension charges for suspension
      Phone paid but still being charged/ cut off. Repeatedly being charged suspension fees have been charged over 400

      Tried to find a resolution/ better plan so these fees don't keep occurring have not been offered anything then to pay off the bill and start over which I don't want to do. Other companies offering better plan even in the fido store itself

      Business Response

      Date: 02/02/2024

      Good
      day,

      BBB
      Serving Central Ontario Complaint #********

      At
      Rogers, we value the feedback received from our clients, and would like to
      thank ******* for bringing this matter to our attention.

      Client
      Concerns:
      -Customer
      disputing the suspension fees applied to her account, the monthly financing
      charges and wishes to reduce her monthly services fees.
      -Customer requested
      an adjustment.

      Investigative
      Findings:
      -We reviewed
      the account and informed the customer of our terms of service in regard to late
      payment fees and suspension fees.
      -We confirmed
      financing agreement dates on both lines (one ending in September 2024 and the
      other in May 2025.
      -We confirmed
      a Roam like home charge was credited January 18, 2024.

      Resolution:
       customer not satisfied

      Rogers'
      Office of the President successfully contacted the customer on January 31,
      2024.

      -We reviewed
      the terms of service, the invoices, financing agreements.  Rogers extended an offer to the customer including
      monthly service fees discount for 12 months, adjustment of January late payment
      fee and suspension fee.   Customer
      declined the offer.

      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
      complaint process.  Rogers is
      appreciative of the opportunity to address this concern and regret that an
      amicable resolution could not be attained at this time.

      Christine S.

      Attachée | Bureau du Président
      Advisor | Office of the
      President

    • Initial Complaint

      Date:25/01/2024

      Type:Delivery 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 went into a Rogers store Dec 26 to upgrade my phone to the ***** * Pro. I had asked what would happen if I was not home to receive the delivery, as I work during the day. Staff advised me he could change the delivery location to the post office in my town. I signed my paperwork to also change my plan. I was advised it could take over a week to receive my phone. I was contacted Dec 29th asking for a verification on my address because the shipping company could not complete the delivery to the address provided. verified home address and I offered to drive to Scarborough to pick up my device directly from ********** distribution center. I was told they could not release the phone to me as per Rogers stipulations. ********* advised me to contact Rogers to rectify the address issue. Rogers informed me I would have to use my home address for delivery. I said is there any chance I could use the ********* pickup/dropoff store in my town. They advised me it should not be a problem and I provided the address. Rogers then advised me I would get an email within two days with a tracking number, no email was received. I called back again after not receiving an email. They asked for an address correction I again provided both my address and the ********* dropoff. No email was sent with a tracking number. Multiple phone calls were made again that week, all with promises of my phone to be delivered and if I could take a day off work they could guarantee delivery date. 8+ hours spent on hold talking to a variety of different Rogers employees, I was provided with a tracking number. After seeing that my device was delivered to the wrong city on Jan 12th, I contacted Rogers again was told my phone had been returned to Rogers. Jan 16th I went to the Rogers store. That the price I had been promised/signed for on Dec 26th would not be honoured regardless of ordering the phone I wanted or walking out with one but I could wait and if the price went down within 30 days Id get lower price

      Business Response

      Date: 02/02/2024

      Hello, 

      At Rogers, we value the feedback received from our clients, and
      would like to thank ******* for
      presenting this matter for review.
      Unfortunately, our follow up attempts to contact the account holder after being advised to call back at a later date were not successful.

      Rogers is looking forward
      to the opportunity to address the customer's concerns at their convenience.

    • Initial Complaint

      Date:23/01/2024

      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.
      we sign up for 3 cell phones from Fido back in December 27, 2023.. we promised only $34 a month and a discounted connection fees. when we got our bills few days after, the amount is not acceptable.. i contacted fido thru chat and they said they can not do anything, i have to pay the full amount of $200 (*** *** ******** *****) and if there will be any credit it will show up in february statement. I decided to move our service to a different provider on January 7, 2024, 10 days after i sign up with fido. they even said at the store that there's a consumers remorse where i can cancel within 2 weeks if im not satisfied with the service.
      All I'm asking from Fido is to evaluate my bill so that i can close or settle this bill, but they won't. they even said i will be charge late fee's if i dont pay on January 18th.
      BBB, please help me to settle my bills from fido. i can not afford this huge bills..
      thank you so much.

      Business Response

      Date: 29/01/2024

      Hello,

      At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.

      Client Concerns:
      The former account holder activated 3x lines in late December 2023, however; terminated the account within 30 days for billing and mentioned signal issues in mountain area.
      Requested Adjustments for the activated services – Including set up fees.

      Investigative Findings:
      We found no faults with service within the billing address area and, our office did not have a chance to review the concerned charges only because the former account holder had since ported out their 3x
      Wireless numbers to another provider.
      Troubleshooting for signal issues were also not an option.

      Resolution:
      Rogers’ Office of the President successfully contacted the former customer on January 29, 2024.
      The results of our account investigation were shared in detail.
      Although we did not have the opportunity to provide troubleshooting for possible signal issues along with the being able to review the account charge concerns, we did come to a happy medium with the regards to final the account charges.

      Rogers would like to thank the customer for their co-operation in the resolution of this concern.

      Customer Answer

      Date: 29/01/2024



      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:22/01/2024

      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 demand to have this error removed as I had talked to a representative and this was supposed to be taken off my report due to I never opened an acct and it was human error

      Business Response

      Date: 01/02/2024

      Hello,

      At Rogers, we value the feedback received from our clients,
      and would like to thank ***** for presenting this matter for review.
      Client Concerns:
      Credit reporting in *****’s name for an unknown account
      number.
      Corrections to his credit report.

      Investigative Findings:
      N/A

      Resolution:
      Rogers’ Office of the President successfully contacted the
      customer on February 1, 2024.
      Once contact was established, our office completed a system
      search based on the provided complete spelling of the name and, identification.
      The provided information enabled us to access an account with
      a high balance that has since been taken over by a collection’s agency.
      This information was provided with ***** along with the
      assigned agency contact number for further support.

      Rogers would like to thank the customer for their
      co-operation in the resolution of this concern. 

    • Initial Complaint

      Date:17/01/2024

      Type:Delivery 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 July 2023, my husband and I was contacted by the win back team to return to Rogers. They offered us a deal of $55 dollars a month and a credit of $300 per line to return so we accepted. Down fall the phones were needing to be shipped but the lady said it will only 3-5 days to receive. A week later we called in because the phones were not received and we only a couple days left to return our phones to ****! When we called we found out the lady didn’t finish placing the order and caused us to have a penalty with ****. After 2 weeks of having our ******** we decided we did not like the phone and requested to do a swap out for ******. 2 days later my husband received his phone and returned the ******* but my ****** never came, I had to call in for 2 weeks requesting information, one time I was told it lost and that someone would call me back I never got a call back but the phone randomly arrived. We than got charged for the phone cuz we didn’t return it on time and had to fight for that. Now we’re fighting for the $300 per line the win back team told us we got. I’ve been calling in for months and it hasn’t been resolved. I’ve been told by Tracy o., many employees, a manger named Mike that they could see my bill was $0 for our bill when it posted on Jan 12 th once again that was not the case! **** ******* ** **** ** **** *** ** ******** ******* *****! Why is it okay for Rogers to promise this but it’s not okay for me not to pay my bill when I’m owed money?! I want this resolved!

      Business Response

      Date: 19/01/2024

      At Rogers,
      we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review. 
      Client
      Concerns: 
      The customer is disputing the offer that was
      offered in July 2023 for $300 per line.
      The customer is also giving feedback on a previous
      issue in regard to being charged by previous company for their device as
      their was a System Delay with the Rogers account in receiving the devices.
      She is requesting to have the offer applied on
      the account as this was promised by the Winback team.
      Investigative
      Findings: 

      Rogers has reviewed the account and this offer was offered in July 2023
      and was just processed in Jan 2024 and the previous issue was resolved after a system delay.

      Fido Office of the
      President successfully contacted the customer on January 19th,
      2024.
      We have
      apologized for the error and delay and offered 3 months free of her current
      wireless services.

      Rogers
      would like to thank?the customer for their co-operation in the resolution of this
      concern.  

      Customer Answer

      Date: 19/01/2024



      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:17/01/2024

      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.
      July 2023, my condo purchased bulk services from Rogers. I was paying up to that point which included a land line. At the time Rogers did not tell me they were doubling my phone charges to double the rate. I told the technician I was not interested i the land line. My phone bill ran up to $460.53 and rather than quibble over it I paid it on Jan 11, 2024. They have not reactivated my internet despite the fact that portion of the services was paid in full by my condo corporation. For the last 10 days I have spoken to numerous staff who pass the buck and no one calls you back. They are useless including supervisors who refuse to speak to customers. I work at a Health care agency and have to travel 6 km to be able to coordinate services for palliative clients while my internet, which is paid, is yet to e connected. I contacted them numerous times including their media communique area and they also just passed the buck and there is no resolution in sight. I am hoping you have better luck so that I can continue to carry out my job duties. I am hoping you have better luck in actually receiving a response because Rogers is clearly not committed to responding to customers.

      Business Response

      Date: 25/01/2024

      At Rogers,
      we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review. 
      Client
      Concerns: 
      The customer is disputing monthly charges for
      the home phone and equipment charges after migrating from Legacy bundle to
      the new Ignite bundle.
      .
      The customer is requesting to have
      the amount of $460.53 be adjusted and refunded back and waive the
      equipment charges on the account.
      Investigative
      Findings: 
      ?? Rogers has reviewed the account and due
      to a system error the Legacy home phone was not disconnected and customer
      had made the payment on the account .
      After further review as well since the service
      were not working ,we had reset the services which when charged the
      equipment as unreturned.
      Fido Office of the
      President successfully contacted the customer on January 23rd, 2024.
      We have
      adjusted the equipment charges which will complete in February 2024 and send
      the $460.53 back to customer’s bank account.

      Rogers
      would like to thank?the customer for their co-operation in the resolution of this
      concern.  
    • Initial Complaint

      Date:17/01/2024

      Type:Order 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 November I got an email stating there were TWO new accounts set at Rogers under my name that had Winnipeg numbers. I called Rogers and no one knew anything about it. It even had an account number. After begging I go to speak to a manager. She told me there is no account & my email/personal account was hacked. Then I got TWO SIM cards in the mail, I called and was told there was nothing. I wrote to the Office of the President & he called me and told me the same. Then a couple of days and he called me & said that he made a mistake & these were my **** numbers that Rogers was moving over.
      Last week I received my FIRST bill and it states that my account is overdue and in collections. I don't understand how a FIRST bill can be overdue. Also, even at **** I am setup for autopay.
      I have made about 9-10 calls and all they do is put me on hold or transfer me from one department to another.

      Business Response

      Date: 18/01/2024

      Hello,

      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: 18/01/2024



      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.

      No matter if I accept it or reject it, it does not make any difference.

      They have cancelled my phones number and they are all over the place. BBB should know this. They brought **** and they are creating headaches for those customers.



      Sincerely,



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

      Customer Answer

      Date: 09/02/2024

      Thank you for your email. My complaint was separate to this review. After I submitted the complaint, they emailed me to cancel and move my phones numbers from them. 

      They sent me a First bill which was $202 instead of $60. The First bill said it outstanding from my last bill and it is with collections. I asked them what was outstanding, they said they have no information from where that information came from. 

      Asking them to fix this, they cancelled my phone numbers. They brought **** and transferred me from there. 

      End of the story is that for mistakes they make, they want me to go to another provider. 

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

      Business Response

      Date: 09/02/2024

      Hello, 

      In our findings, the shared concerns were shared with one of our Case Managers, given the previously engaged escalated sources - Including The CCTS. 
      ****** is encouraged to engage the case manage for further support if required.

      Thank You.

      Customer Answer

      Date: 09/02/2024



      Complaint: ********



      I am rejecting this response because: They never provided me with a bill and for the THREE months that I this has been going on for, they have told me that they are going to cancel my services. They told me to move my FIDO and **** internet that I have had for 20-years. 
      ** * ******* ***** ******** ** ****** **** *** ********* *** * ** ****. Their customer service for months have been **** and *************, but when I stated that, I am not allowed to say that. 
      Last month when I went to CCTS, they cancelled my phones numbers and when I called, they told me I had cancelled them on January 4th. When I told them I hadn't, and they were still working the day I called them around January 20th for the overdue 'FIRST' bill, they said they didn't know what is going on.

      BBB and team, thank you for your help. I just wanted to update you in the ************** and substandard way they treat customers.

      I did not get their service; I was living happily with my **** services. They brought over **** and they were transferring the service. They ******* **, and now they are asking me to move my services. I moved my cell phones, but internet as the email address I have had for more than 20-years and I have it for every single login and with government and doctors will be lost. I asked them to allow me to move it to my son, but they refused.



      Sincerely,



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

      Business Response

      Date: 27/02/2024

      Hello,

      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. 

      Please consider this
      matter closed.

      Business Response

      Date: 29/02/2024

      At Rogers, we value the feedback received from our clients, and would
      like to thank Shahid for presenting this matter for review.  

      Rogers’ Executive Response team is currently investigating the complaint
      and as such, Rogers will work with the customer
      through this regulatory channel to provide resolution. 

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