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.

  16 Floor 4710 Kingsway Burnaby, BC V5H 4W4

• 

  Rogers Communications Inc.

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

• 

  Rogers Communications Inc.

  9325 200 St Langley, BC V1M 3A7

• 

  Rogers Communications Inc.

  2111 Main St # 114 Penticton, BC V2A 6W6

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

• Initial Complaint

  Date:17/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Office of the President at Rogers,
  
  My name is ***** ********, and I am writing to you as a long-standing customer with an account number of ***********.
  
  Regrettably, I find myself compelled to reach out to your Office as my attempts to engage with the Rogers social media team in negotiating pricing have been unfruitful.
  
  I have been informed that all my discounts for Rogers residential services are set to expire at the end of this month (January 2024), as conveyed by the Rogers social media team. I must express my deep concern and dissatisfaction with this development, particularly in light of my extensive 20+ years of tenure as a loyal customer.
  
  Presented below is the "best offer" from Rogers' social media team for my account:
  
  "Ignite Total TV + Ignite 1.5 Gigabit + Ignite Home Phone/Local Calling: $244.99
  Crave: $19.95
  2 Additional Boxes (Grandfathered Price): $10.00
  In-Market Additional Box: $20.00
  Unlimited Canada Wide Calling Add-On: $5.00
  Subtotal (before contract discount): $299.94
  Contract Discount (24 months): -$70.00
  Total Monthly Cost (Before Taxes): $229.94
  Taxes (Ontario): +$29.89
  Total Monthly Cost (Including Taxes): $259.83"
  
  Previously, I was enjoying the same set of services for a total cost of $176.21 (including taxes). This recent adjustment would result in a substantial monthly increase of $83.62 (taxes included), translating to an annual surge of $1,003.44. Given my lengthy 20+ years history as a customer, I am respectfully requesting the Office of the President at Rogers to consider making an exception and reverting to the previous pricing of $176.21 (including taxes) for the identical services mentioned above.
  
  I believe the proposed increase is disproportionate and less than equitable, and as such, I appeal to your Office for a prompt resolution. I appreciate your attention to this matter and trust that a favorable resolution can be reached.
  
  Thank you for your understanding and assistance.
  
  Sincerely,
  ***** ********

  Business Response

  Date: 26/01/2024

  Hello, 

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

  Client
  Concerns:
  Available
  account adjustment offers.
  Similar
  or greater that the current offer than the current one which is scheduled to expire
  shortly.
  

  Investigative
  Findings:
  Offers
  related to 24-month commitments are subject to availability.
  An
  associate presented ab available loyalty offer; however, the account holder
  suggested the savings were not great enough.
  

  Offer
  Rogers’
  Office of the President successfully contacted the customer on January 26, 2023
  The
  previously current offer which is scheduled to expire shortly and is no available
  for employees to provide.
  The
  account holder is aware the offers are subject to change.
  We
  have since revised the current offer which was shared via email –
  

  Currently
  awaiting the account holder’s reply.
  

  Thank you.
  

  Customer Answer

  Date: 30/01/2024

  
  
  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.

  My services are month-to-month. In September 2023, I contacted Rogers regarding a significant rate increase on my bill. The agent found ways to lower my rates and was able to keep me as a Rogers customer. He also increased me internet service to 500 MB as a nice gesture. At no time during this exchange was I advised of, or did I agree to, a 24-month contract term.
  
  Today, January 13, 2024, I contacted Rogers to confirm that there are no penalties should I choose to leave Rogers for another provider to save money. As a single parent, my budget is very tight unfortunately. To my great surprise, I was advised that I was locked into a 24-month contract term.
  
  I was neither advised nor did I agree to this in September 2023 -- at all.
  
  I wanted to speak with a Manager, and was told that one would contact me within 2 hours. I received no callback from a Manager. I called Rogers back later today, spoke with another agent about the issue and was told the same story. I then insisted on speaking with a Manager. After waiting for a very long time, a Manager came on the line, only to tell me that I was locked into a contract with Rogers. He claimed that I had received an email from Rogers regarding the contract. I have no record of having received this email. In any event, I had no expectation of receiving any email (or having to look for an email for that matter) from Rogers about a contract, since I had never signed up for a contract. I am very disappointed with the service that I am receiving from Rogers, and it is creating a tremendous about of stress for me. I have wasted all day today trying to resolve an issue that I am not responsible for causing.
  
  All I want is for Rogers to do the right (and ethical) thing, and reverse this contract that I did not signup for. Then, after doing the right (and ethical) thing, try to work with me in a productive, honest and transparent manner to find a more affordable bundle, so that I do not have to change provider.
  
  Thank you.

  Business Response

  Date: 18/01/2024

  At Rogers, we value the feedback received from our clients, and would like to thank (him/her) 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. 

• Initial Complaint

  Date:16/01/2024

  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 paid my last bill a few days ag, 9th January 2023.
  
  As I was paying my over $300 bill, I decided to put a temporary suspension to easy my financial situation. Today, 13th January, I received 228.30 bill which includes travel roaming and suspension fee both are not rightfully charged.
  
  I have never traveled out of the country last year, there's a charge for travel roaming,
  and another, Suspension fee is unrightfully charged without notice and even after getting paid.
  
  This bill is also charging me Jan-Feb 2024 which are literally temporarily suspended. All these small charges are making my life worse.
  
  I've been trying to resolve this issue with the company but I have been transferred to 3 different departments since all of them recognized the problems but did not have authority to resolve.
  I am still on hold after vigorous 1 hour 13 minutes calling just to resolve a simple problem.
  
  Please help a citizen.

  Business Response

  Date: 17/01/2024

  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 suspension and
  Roaming charge on the January 2024 bill.
  The customer is requesting to have these fees
  waived as they are not correct.
  Investigative
  Findings: 

  Rogers has reviewed the account and the customer had temporary suspended
  the account due to financial stress to allow him pay off the account balance.
  The suspension fee was charged by the system in error and the Roaming charge
  was an error as well as customer never left the country
  
  Rogers
  Office of the President successfully contacted the customer on January 17th,
  2024.
  We have
  adjusted the account balance on the account which includes the suspension fee
  and the roaming charge as well.
  
  Rogers
  would like to thank?the customer for their co-operation in the resolution of this
  concern.  

• Initial Complaint

  Date:16/01/2024

  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.

  Dec 27, service interruption. dec 29, chat with online support about 3hrs was offered for a free upgrade woth new modem and return the old one to store. jan 2nd chatted with online support about 2hrs+, rest assured modem will be sent same night. Jan 4th, chatted 6 hrs, manager does not know where modem is, can not ship it, can not coordinate pick up. but can raise my monthly fee higher or charge me cancellation. then he advised me to go to store to get the same deal and pick up modem, because he called and coordinated. Jan 4th evening, in the leaside store, they have no idea what i was talking about. and ask me to come back in 30 days. or i can try a larger store for the luck. went to *** ***** store, was told never done this way and they do not have modem either. Jan 11th, when i have time again, i got the old modem and went to store to return, they said they have no order and can not take. I said this is what I was told to return to store. and I m fine take it and go, but I aint going to come second time because no one is paying me for that. its ur rogers equipment in your rogers store, and clerk said they ll charge you for the equipment even you left it in the store. yet I ve paid my last bill and without internet for over two weeks and still waiting for new modem. old service was obviously cut to activate the new one but shows active, seems like I will be getting a lot bills for wasting my time and not receiving any services at all.

  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.

  Client Concerns:
  Account Adjustments

  Investigative
  Findings:
  BBB received customer complaint on January 11, 2024.
  Upon account review, it appeared that issue has been resolved by Rogers Agent
  on January 17, 2024.

  Resolution:
  To ensure that the account concerns have been addressed to the customer
  satisfaction. Rogers Office of the President contacted the customer on January
  18, 2024, and confirmed that issue has been resolved.
  

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

  Customer Answer

  Date: 30/01/2024

  I have been waiting for Rogers feedback as the account is still showing as 'active'.  also I received an email 5am on the 29th from Rogers which demanding the equipment that was returned and received by Rogers on the 19th, I ve sent my inquiry email 14hours ago, but have not heard anything back yet.
  
  Thank you!
  ***

  Business Response

  Date: 31/01/2024

  Hello,

  Our office reached successfully contact *** on January 31, 2024.

  Our office confirmed that the accounts in question have been
  cancelled with no outstanding equipment left to return.
  

  Thank you

   

  Customer Answer

  Date: 31/01/2024

  
  Dear Better Business Bureau:
  
  
  
  I have received email confirmation from the office of president of the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please close out the case and I really appreciate your help along the way. Have a wonderful afternoon!
  
  
  
  Sincerely,
  
  
  
  *** ***

• Initial Complaint

  Date:16/01/2024

  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.

  Dear Better Business Bureau,
  
  I hope this message finds you well. I am writing to seek assistance regarding an issue I am facing with derogatory remarks on my credit report related to my account with Rogers Communications.
  
  During the pandemic period, I faced significant challenges as a temporary worker, which unfortunately led to the loss of my job. To maintain my status in the country, I had to relocate from Ontario to Manitoba, which posed additional financial strain. Consequently, I encountered difficulties in paying my bills, resulting in the loss of my mobile connection with Rogers Communications. My Rogers account number is *********. * **** ****** *** *********** ** **** ** ** **** *******. Account was under my name :
  ***** *****
  D.O.B - **********.
  
  However, I want to emphasize that as soon as I secured new employment, I promptly addressed my outstanding debts, settling them in full. Despite this, my credit report continues to reflect derogatory remarks from the period of financial hardship.
  
  I kindly request your assistance in communicating with Rogers Communications to reconsider and remove these derogatory remarks from my credit report. The circumstances surrounding my situation were exceptional due to the pandemic, and I took immediate action to rectify the outstanding payments as soon as I was financially stable.
  
  I believe that an understanding of my situation during that challenging time will help in reevaluating the impact on my credit history. Your intervention in facilitating communication with Rogers Communications would be greatly appreciated, and I am hopeful for a positive resolution to this matter.
  
  Thank you for your attention to this issue, and I am available to provide any additional information required.
  
  Sincerely,
  
  ***** *****.

  Business Response

  Date: 19/01/2024

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

  Client
  Concerns:
  

  Customer
  seeking to have a Rogers cancelled account reporting to the credit bureau negatively
  removed due to impacts of the pandemic.
  

  Investigative
  Findings:

  Account
  in question was cancelled for non-payment in October 2018 (pre-pandemic)

  Resolution:
  

  Rogers’
  Office of the President successfully contacted the customer on January 19, 2024
  Our
  office has since reviewed the customer shared concerns and findings in detail.
  We informed the customer of our credit reporting policies.

  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:16/01/2024

  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.

  They won't stop Spam calling me 5-10 times a day. Asking for someone I don't know. I keep telling them they have the incorrect person. I've never used Fido before. Yet they continue you to call and harss me multiple times a day. I've asked them to stop calling me as it's now harassment. I'm not person they're looking for, nor do I know the person. I'm a male and they're asking for a female.
  
  It's cause issues for my work life constantly having to deal with these Phone calls. Not mention the time I've wasted being on hold, and transfered around. They tell me they won't call again yet the very next day I got another 5 calla from them
  
  I want them to stop calling and harassing me, or I will press charges for harassment.

  Business Response

  Date: 17/01/2024

  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 requesting to have the
  telemarketing calls stop calling the ********** number.
  .
  Investigative
  Findings: 
  Rogers has reviewed the account and the number has not been added to the do not call list for telemarketers or the Rogers/Fido don not call list data base.
  Resolution: 
  Rogers
  Office of the President successfully contacted the customer on January 17th,
  2024.
  We have
  added the customers number to the do no call list data base.
  
  Rogers
  would like to thank?the customer for their co-operation in the resolution of this
  concern.  

• Initial Complaint

  Date:16/01/2024

  Type:Order 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.

  During 1st week of December Sales Agent Tamoghna C. from Rogers Communications knocked at my door and enquired about internet service I am using and started telling that Rogers has better plans at affordable rates. He told me that Rogers offers monthly plan at around CAD 54 with unlimited usage with free installation and no change in rates for 24 months. I agreed for it and told him that I will be leaving to India on 8th and will start using the connection after returning and requested to keep the connection on hold till 3rd Jan 2024 being the day I will return from India and then give free one month as I am shifting from other provider to Rogers. He agreed for all that.
  After that as a friendly requested he started asking to feed him chicken, and we mentioned it is not ready, he was asking that he can come later and eat. We didn't let the discussion continued as we looked at it cheap behavior.
  After that I noticed the agreement came from Rogers where all the freebies he mentioned were not listed, tried to reach him to ask to fix the bill. But he responded on 8th Dec after my departing to India.
  During my stay in India also I informed the matter to customer service and requested to fix the bill but nothing happened.
  After my returning I had call with customer service and waited on the call for 5 hrs to reach to customer service Manager Heart, who confirmed that all the charges are going to be waived and I can see the updated bill in 3 to 4 business days.
  I waited till 11th Jan and called Billing and then customer service and got information that whatever charges waived by Heart are again reversed by the Agent who has given the connection and I need to pay installation charges.
  Rogers customer service Manager her self understood the situation, a customer coming from other provider with belief in Rogers took connection and waived one time charge but the agent cancelled the waiver writing lies that he has not agreed for that.
  I request to resolve my concerns.

  Business Response

  Date: 17/01/2024

  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 Installation fee
  and the monthly service fee for the December 2023 bill.
  The customer is requesting to have the
  installation fee and the 1-month free offer that was offered in December
  2023
  Investigative
  Findings: 
  Rogers has reviewed the account the account was activated by the Sales team
  in December 2023 and there is also no adjustment of the Installation fee and the 1
  month free
  Resolution: 
  Rogers
  Office of the President successfully contacted the customer on January 17th,
  2024.
  We have
  adjusted the installation fee and in addition to offering 2 months free of the service
  to have the account at $0.
  
  Rogers
  would like to thank?the customer for their co-operation in the resolution of this
  concern.  

  Customer Answer

  Date: 17/01/2024

  
  
  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:15/01/2024

  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 am currently a long standing customer at Rogers for home internet. In mid October of 2023 I decided to try Fido for home internet but kept Rogers account in case Fido did not work. I recieved the Fido modem and accessories and right away realized my security cams wont work on the Fido network. So imediately cancelled my account two weeks after signing up and sent the modem and parts back to Fido. Fido rep told me the account is cancelled and zero funds owing. I then received a bill in November and called Fido told them to stop sending and cancel account they said it will be cancelled and zero owing. Again they sent me another bill in December and again I called them same language and they assured me this time the account has been cancelled 0 balance. All recorded on Fido phone system. I thought the harassment was over and i just returned from vacation this week and found another bill which are all accumulating in costs for internet service and modem. I called again got a rep who said cant help me and put me on hold for supervisor all day today i left the phone on in my office and the Supervisor didn't answer. I am at my wits end and have exhausted all avenues with Fido and need this resolved Fido makes it so you the customer are unable to contact their senior management team for help. Help help. Thank you *****

  Business Response

  Date: 18/01/2024

  At Rogers, we value the feedback received from our clients, and would like to thank (him/her)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. 

• Initial Complaint

  Date:15/01/2024

  Type:Product 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 don't remember the date back in August I purchased a device Samsing S23 through fido over the phone. The device came with a Crack in the screen and had to returned it. I got a second device and it's been giving problems with WiFi internet connection, very Slow, the device bottom aren't working, device Data also slow when playing videos and browsing. I contacted fido numerous times and I got the run around with agents very unprofessional overseas and do not have thr knowledge of the product and same thing with fido technical support. They sent me to an address at ****** ***** to return the device for repairs and get a loaner phone. The customers at the kiosk stated that they do not do that they only sell devices with plans. Holding on the line with fido yesterday and chatting with a supervisor NO ONE RESOLVE MY ISSUE. I did not eat the whole day, missed My day off work. Spent hours at the mall to return my device for repairs(which I am paying monthly for financing) and no one could not help me. Until today I am still waiting for the president office phone call and nothing. This is a big bad experience with fido and I would like to cancel my contract with them and reimburse my money. Their agents are clueless and provided you with false information and they do NOT ENTER notes on the account.

  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.

  Client
  Concerns:
  Service
  issues with replacement device
  Slow
  Speeds
  Home Screen
  not responding consistently.

  Investigative
  Findings:
  The
  customer has since been in contact with escalated agent - January 15, 2024.
  A loaner
  device was provided as a user option while the concerned device is out for repair.
  Once
  the customer’s phone is repaired and returned,
  the loaner device will be returned as advised to the account holder.

  Resolution:
  Rogers’
  Office of the President successfully contacted the customer on January 18,
  2024.
  The customer
  agreed he will follow the in-warranty process for repair of his device.
  We
  apologized for the overall customer service experience, and we further reviewed
  the account charges which was appreciated.

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

• Initial Complaint

  Date:12/01/2024

  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.

  In early November, I purchased and activated a Fido phone card. At the time of purchase, the sales representative did not mention or disclose any additional charges beyond what I was informed. I was told that my monthly bill would be $39which included a $5 autopayment discount. However, upon reviewing the billing details on your application, I was shocked to discover that I had been charged $60 for service fees, in addition to the $44 plan cost. To my dismay, my first bill amounted to a staggering $120.
  Throughout the entire purchase process, the sales representative failed to provide any explanation for the $60 service fee, and it appears that they misrepresented the actual cost of the plan. I was promised a monthly fee of $44, which should have been reduced to $39 with the $5 discount. However, my bill clearly reflects a charge of $44.
  I have attempted to contact Fido customer service to seek clarification and resolution, but regrettably, they have refused to provide any satisfactory explanation or assistance.
  I am seeking a resolution in the form of a bill credit to rectify the overcharge on my account.

  Business Response

  Date: 23/01/2024

  At Fido, we value the feedback received from our clients, and would
  like to thank ******* for presenting this matter for
  review.  
  
  Unfortunately, we were unable to contact the customer by phone
  or email to further discuss and address this matter.  
  
  Fido is looking forward to the opportunity to address the customer's
  concerns at their convenience.  

  Customer Answer

  Date: 23/01/2024

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

  I have not seen any emails phone call from Fido, contact me immediately by email **********@*****.com or ************. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 02/02/2024

  At Fido, we value the feedback received from our clients, and would like
  to thank ******* for presenting this matter for review. 
  
  Client Concerns :
  -The customer is stating that they did not receive the plan they agreed
  upon activation.
  -They are contesting the Service Setup Fee.
  
  
  Resolution :
  Fido’s Office of the President successfully contacted the customer on February
  2, 2024.
  -We confirmed that the plan has since been changed to the agreed upon plan.
  -We informed the customer that the promotion towards the Service Setup
  Fee will be applied on their next billing cycle.
  -We apologized for any inconvenience this may have caused them.
  
  Fido would like to thank the customer for their co-operation in the
  resolution of this concern.  

  Customer Answer

  Date: 08/02/2024

  
  
  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,
  
  
  
  ******* ****