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

  333 Bloor St E 10th Floor Toronto, ON M4W 1G9

• 

  Rogers Communications Inc.

  1316 2929 Barnet Hwy Port Coquitlam, BC V3B 5R5

• 

  Rogers Communications Inc.

  2695 Guildford Town Centre Surrey, BC V3R 7C1

• 

  Rogers Communications Inc.

  1110 6551 No 3 Rd Richmond, BC V6Y 2B6

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:12/01/2024

  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.

  This company offers automatic payment by credit card. I signed up for this and received notice that my bill which is due on the 22nd will be charged to my credit card on the 14th.
  The company thereby collects money one week ahead of when the bill is due. For my bill the amount is insubstantial but multiply that amount by say a million (customers) and Rogers puts millions of dollars into their account a week before the legal due date.

  Business Response

  Date: 18/01/2024

  At Rogers, we value our client's
  feedback and would like to thank *****for bringing
  this matter to our attention.?  
  Client Concerns: 
  The customer is disputing the fact that Rogers charges her Credit Card 1 week before the due date.
  She is requesting to have this changed to the actual due date of the amount.
  Investigative Findings: 
  Rogers has reviewed the account and once a customer has automatic payment on the account that according to policy that the amount is charged to Credit Card a week before as mentioned on the customer’s bill.
  RESOLUTION: Customer
  Not Satisfied: 
  Rogers’ Office of the President
  successfully contacted the customer on Jan 17th, 2024.
  ?We have educated the customer
  that her concern has been noted and forwarded as Feedback to Management as this
  is a Rogers policy.
  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:12/01/2024

  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.

  I have been with Rogers communications for 17 years. Cell phone account.
  Before Christmas I was getting offers for free phones and cheap plans. My phone is old and broken down so I phoned.
  They said because I paid at bank and was late from time to time. They would give me no plan or phones. unless I paid through the nose. 5 phone calls to complain mails. No contact big run around. Phoning again I was told they would have to do a credit check .and they fell back. no one had called. They are avoiding me. Customer service is useless.
  They just pass the buck.
  After 17 years of paying these people well in excess of 30,000 dollars and a bill that averaged 160.00 a month. I feel completely ripped off. And my loyalty betrayed.
  Their tactics *** ********* *** unfair my credit is perfect. They go on about what a valued customer I am . In reality I am only a dollar sign. In the past when I phoned for upgrades it was always an argument to try and get treated fairly. They condition the customer to not want to deal with them .
  Long waits and little resolve eare us down to not want to deal with them.
  I thought company loyalty was important to these people. But obviously corporate fiscal domination is really their only care.
  Because after 17 years they have treated me like utter garbage. Thank-you very much Rogers for ruining my Christmas and completely ignoring my concerns.

  Business Response

  Date: 18/01/2024

  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 looking to change their price plan and upgrade their
  device.
  -They were not approved for device financing.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on January
  18, 2024.
  -We informed the customer that an internal credit evaluation is required
  to validate their device financing eligibility.
  -The account must be current to validate the account eligibility.
  -They were provided with options to change their plan once eligible.  
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

  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.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• 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.

  This complaint is against Rogers. I canceled my account on May 10, 2023. Last payment was taken from my. account on May 15th for $183.74. On. July 14 another payment was taken out for $222.50. When I saw this I called rogers and was told it was taken in err and I should call my bank and have the charge reversed as it would be faster getting my money back. I called the bank and had this reversed following the directions of the rogers agent. The money was put back in my account within a few days. When I spoke to this agent I was told I was owed a credit of $86.36 plus another $16.20 plus tax but they needed the equipment back. I was instructed to call when I was notified that the equipment had arrived back at rogers. I was notified by the post office equipment was returned. I called August 11 and yes they had the equipment but now they had to set up a case number to get my refund. I called again on August 26th and was told the cheque was in the mail and should arrive in about weeks. On October 4th I called again to see where my money was and was told I would only receive $59 dollars because the bank charged them for their error when they took the July payment. I told them to send me all the money as I shouldn’t have to pay for their mistake.
  We are now into January 2024 and I have not received any refund.

  Business Response

  Date: 19/01/2024

  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. 
  
  Client Concerns:
  -Customer terminated her services in May 2023, was charged unreturned equipment
  fees and a returned payment fees on her account.
  -Customer requested adjustment.
  
  Investigative Findings:
  -We reviewed the account, invoices and interactions.
  -We informed customer waybill were provided in May 2023; however,
  equipment was returned only in July 2023.
  -We confirmed payment was returned end of July 2023.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  January 29, 2024
  
  -We provided an adjustment, confirmed a cheque refund will be processed
  and the processing timeframe.
  
  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

  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:12/01/2024

  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.

  Hello,
  
  On December 22nd I called Rogers after finding print on my bill that they were going to be increasing the cost of my monthly bundled service by $8 (almost $110 annually after taxes). We had been contemplating cancelling the TV anyway as we aren't using it.
  I spoke to an agent who said they had a better promo available for me, there was a change to the TV channel package, but it otherwise didn't impact our services. I recall it being ~$30 cheaper per month.
  Before I accepted, I asked her to confirm that it wouldn't change my term. The agent said no, the term was not going to change and would remain the same.
  I accepted the offer and she said it would take affect on the next billing cycle.
  Today when I went and checked my bill issued Dec 27th I see that not only is the monthly amount INCREASED over what I had, the term was also RESET to a new 24mo term.
  NEITHER of these are what I agreed to, I think logic prevails that I would have had NO reason to agree to this...
  Either there was a mistake on the agents end or they were simply ********* in pushing through something different than they quoted while speaking to me.
  I called Rogers today and spent 1hour and 7minutes on hold + with an agent. She was very pleasant and tried a few different avenues to assist me, but in the end said her system could not provide a cheaper rate than the increased service rate they subscribed me to on Dec 22, nor could she revert us back to my original amount, or reset my term. Leaving me with a higher plan than when I called in on Dec 22 AND a longer rate than I was subscribed to.
  
  I feel quite taken advantage of! No one in their right mind would accept a more expensive plan and for longer!

  Business Response

  Date: 24/01/2024

  Hello,

  At Rogers,
  we value our client's feedback and would like to thank ***** for bringing this
  matter to our attention. 
  Client
  Concerns:
  Revised
  Ignite Plan
  Rate Increase
  Full Explanation
  of the December 2023 account charges
  Adjustments

  Investigative
  Findings:
  On December
  22, 2023, the account holder contacted a care agent to address a concern with the
  notification of a rate increase.
  During the
  call discussion, the associate provided details regarding the future dated rate
  increase and, they revised the previous Ignite related plan to one that was
  more convenient.
  The revised
  offer was applied pre bill cycle date.

  RESOLUTION:
  Customer Not Satisfied
  Rogers’
  Office of the President successfully contacted the customer on January 24,
  2023
  Our findings
  were shared in detail – including the reviewed December 22, 2023, call
  recording.
  Please note
  the account holder was advised of the requirements for a call recording access
  request.
  Given the captured
  notes and call recording, we found no faults with the revised 24-month commitment
  except for the expiry date.
  Alternatives
  for the expiry date issue were shared with the account holder.
  We also
  provided contact details should there be any discrepancies with the soon to be
  generated January 2024 invoice.

  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.    

  Customer Answer

  Date: 31/01/2024

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

  I received copy of the initial call recording. 

  In that call, when the agent provides the bundled services rate of $152.54, I clearly ask:

  Me: "But then I have the savings that I have today?"
  Agent: "Pardon?"
  Me: "Right now my ignite package is $184 then I have a number of savings on the 24mo term, those will still remain?

  Agent: "Yup, Yup"

  She led me to believe the $152.54 was BEFORE savings, which would have brought my billed amount down considerably and would have been a SAVINGS over the amount I was being billed when I called.  This would have been good rationale for ACCEPTING the account change.
  Again, WHY would I have accepted a more expensive plan in this case... This is misleading an *********. 
  
  We have clearly demonstrated this call was handled in bad faith by the agent, by virtue of the fact Rogers has had to adjust the term length, but why are they not recognizing that I was promised something different on the price as well???

  I still have yet to see anything in writing that verifies my cancellation amount, or the expiry date of my 'contract'.
  

  I am asking that Rogers does one of the following:
  - Honours the price & term promised on the initial call
  - Overturns the incorrect (as admitted by rogers) account change made by the agent in December and verifies IN WRITING that the original contract term remains.
  - Allows me to withdraw my services without penalty

  Void of this, I will be submitting to my local MP and any other gov't industry associations to report this ********* practice of instituting a contract which does not reflect what was agreed to over the phone...

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

  Business Response

  Date: 02/02/2024

  Hello, 

  Upon further review of the captured audio interaction, we found no faults with the provided 24-month offer.

  W/ the exception of clear details related to the 24-month commitment date.

  Given the results of our investigation, the account holder was advised will not enforce the Ignite Agreement.

  Thank you.

  Customer Answer

  Date: 08/02/2024

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

  I still have not received written confirmation of my *updated* (original) term length and expiry date. 

  I would seek to cancel the service entirely without penalty as they are trying to saddle me with a contract that is in their own admission, incorrect and does not reflect what I understood based on my conversation with the agent.

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

  Business Response

  Date: 15/02/2024

  Hello,
  
  Details related to approved offers are available via the
  generated monthly invoices.
  Depending on the application date, changes may take multiple
  billing cycles before being recognized on the provided invoices.
  
  In addition to this matter, the concerns regarding 24-month agreement
  were documented on the account holder’s file.
  
      >The account holder may contact our office at their convenience for a
  personal Interaction ID number for support.
  
  Thank you.

• Initial Complaint

  Date:12/01/2024

  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.

  Subject: Urgent: Unresolved Number Porting Issue and Billing Charges
  
  Dear Fido/Rogers Customer Support,
  
  I hope this message finds you well. I am writing to express my deep frustration and dissatisfaction with the service I have received regarding my recent attempt to port my number from Fido to a VoIP company.
  
  I initiated the number porting request on December 8th, 2023, and despite the considerable time that has passed, my number has not been released. Furthermore, I have been charged for services I did not use during this period, particularly incurring roaming charges while outside of Canada.
  
  I recently spoke with one of your representatives, identified by the employee ID *** *** **, who was unhelpful and unwilling to address my concerns. Additionally, when I requested to speak with a manager, I was informed of a 45-minute wait time, which appears to be a deliberate attempt to discourage customers from seeking resolution.
  
  I strongly believe that as a loyal customer, I deserve better treatment. I kindly request the following:
  
  A prompt resolution to the number porting issue.
  Refund for the charges incurred during the period when my number was not released.
  An apology for the inconvenience caused and the unhelpful customer service experience.
  Compensation for the time and effort I have spent trying to resolve this matter.
  I understand that issues can arise, but the lack of assistance and the additional charges are unacceptable. I hope we can resolve this matter promptly and amicably. If necessary, I am prepared to escalate this complaint through the appropriate channels, including filing a formal complaint with regulatory bodies.
  
  I appreciate your attention to this matter and look forward to a swift resolution.

  Business Response

  Date: 22/01/2024

  Hello, 

  At Rogers,
  we value our client's feedback and would like to thank ***** for bringing this
  matter to our attention. 
  

  Client
  Concerns:
  Charged for
  Fido Roaming
  The
  concerned number had since been ported out.
  Billing
  adjustment
  

  Investigative
  Findings:
  The former
  users Fido wireless number was ported out to another platform on December 13,
  2023
  The concerned
  FIDO Roaming fees were captured on the now terminated Fido account before the
  port out procedure was completed.
  December 1,
  4, 5, 6, 8, 11, and 13 – 2024
  The roaming
  related details were previously explained by way of our internal escalation
  support on January 9, 2024
  

  RESOLUTION:
  Customer Not Satisfied
  Rogers’
  Office of the President successfully contacted the customer on January 18, 2024.
  Contact was
  established from our email contact attempts – call attempts were not
  successful.
  We attempted
  to secure a time and date to further shared out findings, however; the account holder
  suggested they already addressed their concerns with an internal associate.
  Although
  they suggested communication was no longer required, we attempted to enquire if
  we could take some time to further share out findings, however; no reply received.
  

  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.    

  Customer Answer

  Date: 23/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: all I hear talk .  I dont need more ** from Fido or I should say Rogers. I dont need apology refund the charges first then maybe I will talk . 

  what a waste of time with this company. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 01/02/2024

  Hello,
  
  With respect to *****'s shared concerns,
  
  The concerned wireless number was transferred from The Fido platform to another provider – VoIP.
  On December 11, 2023, the account holder advised our associate it would take approximately 5 days for his VoIP to be active.
  The saved account details support the December 13, 2023, Port Out request which was completed at approximately 12:15pm - Est.
  
  Wireless Internet/Data While Roaming - 2023:
  
  • Fido Roam - International Dec 01
  • Fido Roam - International Dec 04
  • Fido Roam - International Dec 05
  • Fido Roam - International Dec 06
  • Fido Roam - International Dec 08
  • Fido Roam - International Dec 11
  • Fido Roam - International Dec 13
  
  This information was associated with the former account holder's travel destination.
  
  Please note the account holder may contact our office at their convenience should they wish to receive confirmation with the captured roaming area.

• Initial Complaint

  Date:10/01/2024

  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.

  Signed 2 year contract with **** Cable for internet, tv and mobile phone from Dec 31 2021 to Dec 30 2023 for $205 per month. Account no. ***********. Ordered a new phone (not from **** or *******) brought it to ******* Mobile Jan 20 2022 and transferred my no. *** ******** from ***** to ******* with 3G of data for $22 per month with a one month commitment. Account no.**************. Oct 2023 received a letter from Rogers with a sim card stating **** sim card and service would stop working between Oct 22 and Oct 24 2023 and my new Rogers account no. is *********. I went to ***** a week before the Rodgers deadline and was unable to move my no. to ***** because they all ready put in a request for my no. I phoned Rogers asking them to release my no. and to cancel all accounts they had set up with out my consent as I would not be doing business with them. Sunday Oct 22 2023 ***** was still unable to get my no. and as I needed a phone for work the next week ***** gave me a new no. *** ********. With my new phone no. I called and Rogers on Oct 22 2023 and said I had a new provider and phone no. and to cancel all my account as I was done with them. On Dec 29 2023 I received an email from Rogers stating I had an over due balance of $34.03 and a current balance of $17.77 for my old phone no. *** ********. I believe every thing Rogers has done is ********** opening accounts, putting a hold on my old no. with out my consent and not cancelling my account after two requests and sending me a bill for a not working phone no. I am not paying any bill that Rogers sends me for my old phone no. I Thank You for your help on this matter.

  Business Response

  Date: 15/01/2024

  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 Monthly charges
  since October 2023 as he had requested cancellation.
  He is requesting the wireless line **********
  be cancelled and amount adjusted.
  Investigative
  Findings: 

  Rogers has reviewed the account and the request for cancellation was made in October 2023 but due to an agent error this was not completed.
  
  Resolution: 
  Rogers
  Office of the President successfully contacted the customer on January 15th,
  2024.
  We have
  adjusted the charges in the amount of $51.80 and cancelled the wireless line.
  
  Rogers
  would like to thank?the customer for their co-operation in the resolution of this
  concern.  

  Customer Answer

  Date: 16/01/2024

  
  
  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:10/01/2024

  Type:Sales and Advertising 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.

  On the 10th/November, I called in as my contract was done, I inquired about getting the cheaper plan, which included talk, text and data (50 GB). The agent offered me 2 year agreement for $35 if I stayed with Rogers. The plan was starting on Dec 4th I included my sister plan as well and she changed that one too. When I checked the Rogers app on the and nothing had changed, i called Rogers and i spoke to another agent who was very **** kept interrupting me when I was trying to explain the situation, he said they attempted to get hold of me, to say the plan that they offered was not available anymore and it was done at the beginning of November. I was on the phone for more than a hour and he will change my plan to $45 for talk, text and 70GB, until the supervisor call. I never received call back from the supervisor

  Business Response

  Date: 16/01/2024

  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 contact the customer by phone or email to further discuss and address this matter.  
  Rogers is looking forward to the opportunity to address the customer's concerns at their convenience. 

  Customer Answer

  Date: 17/01/2024

  Hi

  rogers e-mailed with the phone number When I called back no one answer my called . 

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

  Business Response

  Date: 24/01/2024

  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 Wireless plan price that was offered in December 2023
  She is requesting to have the Wireless plan price she was offered as $45 plus taxes.

  Investigative Findings: 

   Rogers has reviewed the account and the plan was offered in December but due to Agent error the transaction wasn't completed.
  

  Resolution: 

  Rogers Office of the President successfully contacted the customer on January 19th, 2024.
  We have offered a $40 plan instead and adjusted the difference of the plan for the December 2023.

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

• Initial Complaint

  Date:10/01/2024

  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.

  Complaint Against Fido - Unresolved Billing Issue and Unfair Debt Collection Practices
  My name is ***** ************, and I am writing to file a formal complaint against Fido, regarding a series of unresolved issues and unfair practices that I have encountered as a customer.
  On May 29, 2022, I responded to an advertisement in Arabic on ******** promoting an ****** for only $10 a month. Excited about this offer, I visited the Fido store located at ******** ****. The Sales Representative at the store confirmed the existence of the offer and assured me that I would only be charged $10 Canadian dollars per month within my package for 24 months for the ****** ** ****.
  Trusting in Fido's integrity, I paid my bills without reviewing them for several months. However, when I eventually checked my bills, I discovered that I was being charged $35 instead of the agreed-upon $10 for the phone.
  My attempts to resolve the matter through customer service proved unfruitful as they delayed addressing my concerns, Fido demanded double the price of the device ($586.52), disregarding the installments I had already paid and the ********** practices I had encountered at one of their branches.
  I approached Fido to discuss paying the disputed amount in installments due to my financial constraints. Shockingly, both customer service and the ******* ****** branch refused to accept any partial payments
  To make matters worse, Fido escalated the situation by involving a debt collection agency, ********* ******** ********, which has been ********* and *********** me for weeks.
  I am reaching out to the Better Business Bureau in the hope that you can intervene and assist in resolving this matter fairly. Fido's actions, from ********* practices to unfair billing and aggressive debt collection, have left me feeling mistreated and without recourse. I kindly request your prompt attention to this complaint and appreciate any assistance you can provide in bringing about a just resolution.

  Business Response

  Date: 15/01/2024

  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 contact the customer by phone or email to further discuss and address this matter.  
  Rogers is looking forward to the opportunity to address the customer's concerns at their convenience.

• Initial Complaint

  Date:08/01/2024

  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.

  Due to internet connection issues, I contacted Rogers on December 21st. The concerned agent discovered the modem's connectivity problems. In any case, a better offer to ignite service—which offers much faster internet than your present modem—is offered on your account. After I agreed they emailed me a contract that said the service will begin on December 21, 2023, and expire on December 28, 2025. In a day or two, the agent informed me, the modem should be shipped. Again, because of vacations and other things,  it delayed a week.  On December 28, 2023, I got in touch with them to ask about the status of another agent linked. He told me that your order was delayed, which is why you didn't receive the modem, but it should arrive in two to four days. I spoke with the other agent again on January 2nd, and this time, he informed me it was strange since that never occurs. They also said that they are attempting to cancel the current purchase but are unable to do so. They then provided me with a phone number to call, but I was unable to do so because of the lengthier wait times. Rogers called me on January 2nd and said that your order could not be cancelled. They will transmit it to the back office so they could assist you and that they would follow up on January 6th.
  Today Jan 6th, should be a follow up call but unfortunately i didnt receive any call.
  Case number : **********
  I have not received any updates as of yet. I would ask BBB to investigate this matter and grant me any kind of reimbursement because Rogers interfered with my work and wasted my time, making me contact the agents with long wait times which made me so stressfull.

  Business Response

  Date: 11/01/2024

  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 ordered a new Ignite service in December, but has not received his modem.
  Investigative
  Findings: 
  We reviewed the account and confirmed that a new order was placed and that the modem was shipped.
  Resolution: 
  Rogers’
  Office of the President successfully contacted the customer on January 11,
  2024. 
  We
  apologized for the poor experience that the customer had with Rogers. We
  applied a credit to the customer’s account to apologize for the experience that
  he had.
  Rogers
  would like to thank?the customer for their co-operation in the resolution of
  this concern.  
  

  Customer Answer

  Date: 11/01/2024

  
  
  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:08/01/2024

  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.

  I would like to dispute the charges made on December 11th.
  The charges are $55.19, however, they have refunded for partial month of $26.02 which means I am disputing $29.17.
  
  The issue is that I had transferred my service from Fido to ***** on November 24th, and I had made all of the correct steps to make the transfer, which includes typing "YES" to the text prompt that asked if I wanted to transfer my number from Fido to *****. It became apparent that this transfer did not occur properly, and on a later date, I had made a successful transfer with *****.
  
  As Fido failed to make the transfer, they consider me to be still using their service, so they had continued to charge me even though I did not want to use their service. I would like to have the full amount refunded back to me as it is Fido's failure to make the transfer occur properly.
  
  I had called Fido representatives about the issue, and their response was that it is the customer's responsibility and *****'s responsibility to make the transfer complete, however, there is no possible way for me, as the customer, to know this information. They placed the blame on me when it is their responsibility to ensure that their systems transfer the service correctly.
  
  My account number with Fido is ***********.

  Business Response

  Date: 14/01/2024

  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 disputing the Monthly Service
  fee for the December 2023 bill in the amount of $55.19.
  They are requesting to have the remaining amount
  adjusted and refunded back to them.
  Investigative
  Findings: 
  Fido has reviewed the account and the wireless number that was supposed to be ported in November 2023 but due to a system delay the number was ported out in December 2023.

  Fido has also reviewed and found out that $26.02 was refunded back to customer on January 4th 2024.
  Resolution: 
  Fido's Office of the President successfully contacted the customer on January 14th,
  2024.
  We have
  adjusted the amount remaining in the amount of $29.17 on the account which will
  be transferred to a new Fido account upon their return to Fido.
  
  Rogers
  would like to thank?the customer for their co-operation in the resolution of this
  concern.  

  Customer Answer

  Date: 25/01/2024

  
  
  Complaint: ********
  
  
  
  I am happy with Fido's response and am actually accept the actions from Fido to provide the adjustment, but it is specified that the adjustment has been done on a new account when I return to Fido, so the adjustment isn't on my existing account.  I would just like clarification on how it will work when I return to Fido because, as agreed by the Fido representative, I was suppose to get a winback call to return to Fido as a customer.

  I apologize if the rejection appears to be a further complain.  I would just like to ensure that I do have access to the adjustments when I return to Fido, and I have no idea on how to further communicate with the Fido representative as I don't believe I was left with a number to call.

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 02/02/2024

  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 wanting an explanation on how
  to access the adjustment provided of $29.17 in January 2024
  She is requesting for access to the funds that
  was adjusted.
  Investigative
  Findings: 

  Rogers has reviewed the account and the $29.17 amount that was adjusted
  has been sent to her address via cheque .
  
  Rogers
  Office of the President successfully contacted the customer on February 2nd 2024.
  We have
  explained the process and confirmed the address with customer.
  
  Rogers
  would like to thank?the customer for their co-operation in the resolution of this
  concern.  

  Customer Answer

  Date: 14/02/2024

  
  
  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.

  It appears their first resolution was too complicated for their system, so they just sent a cheque with the amount specified.

  
  Sincerely,
  
  
  
  ***** ****