Business Profile

Telecommunications

Rogers Communications

Headquarters

This business is NOT BBB Accredited.

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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

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.

Initial Complaint
Date:08/01/2024
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 cancelled my service on Oct 7 and Rogers is still sending me bills.I called multiple times.The waiting times unbelievable even though they did not solve the problem.
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.

This customer has also presented their 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:08/01/2024
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 received a message for Fido today 6 th jan 2024 that there is a charge of 63$ on my account. My monthly plan is for 55$ and I got message for more charge than monthly bill. I called fidi customer care the representative was **** and **************. Mohammed did not give me information and when I asked to speak with a supervisor he put me on mute for 15 minutes and then transferred me to a little me that went unanswered for another 15 minutes before I hung up wasting 30 mns of my life. mohammed was ************** and also told me to sit quietly while he check with supervisor and then wasted 30 mns.

why it is so difficult to get information from Fido and why I am getting this poor treatment being a customer. this is unfair.
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 is disputing the $63.30 plus taxes
that is going to be charged on the account for long distance.
The customer is also giving feedback for the poor
experience from the customer service representative.
He is requesting to have the amount adjusted
on the account as he had received a SMS notification.
Investigative
Findings:
Rogers has reviewed the account and the long-distance
charges will be on the account on the next bill.

Resolution:
Rogers Office
of the President successfully contacted the customer on January 11th,
2024.
We have
explained the Long distance charges, added a long distance plan moving forward
and adjusted the current and next bill long distance charges.
We will
also be sending a coach-back to the agents Manager for the poor experience.

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:05/01/2024
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.
We received Rogers television service between Dec. 27, 2022 and May 20, 2023. We cancelled the service by telephone on May 20, 2023. We were given 2 reference numbers by the telephone agent, *********** and ***********. The agent informed us we owed a final balance of $220, which we were unable to pay until July. On July 20 we made the final payment of $220 through our bank, ******* *********. We sent back the Rogers equipment on July 21, and were provided a tracking number of #****************. We also have a reference #********** that was provided to us in June to confirm closure of our account in full. Rogers has since telephoned us multiple times and sent us to a Collections Agency claiming we owe $129.06. We have tried to resolve the issue multiple times through telephone calls and are continuously placed on hold for 1 hour or longer. We have been unable to connect with any agent or Manager whom we can discuss the issue with. There is no email address to contact anyone. We have tried to log in to the MyRogers account when it was active, but when asked to verify our email by getting a code from an email sent to us by Rogers, the code email was never sent or received. We tried to resolve the issue with a Rogers tech agent who could also not get us access. We had to go into our local ****** in person to get our account number from a kiosk agent in order to pay the remaining $220.00 bill. In short, it is virtually impossible for us to verbally speak to or email communicate with anyone from the Accounts department to rectify this situation.
Business Response
Date: 10/01/2024
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 balance on his cancelled Rogers account.
Investigative
Findings:
The customer has spoken with a supervisor on January 5, 2024 and his balance was waived
Resolution:
Rogers’
Office of the President successfully contacted the customer on January 10,
2024.
The
customer confirmed that the issue is resolved.
Rogers
would like to thank?the customer for their co-operation in the resolution of
this concern.
Customer Answer
Date: 10/01/2024

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, provided there is no damage done to my credit history as Rogers sent my name to a Collections Agency which they admitted should never have happened.

Sincerely,

**** *****
Initial Complaint
Date:05/01/2024
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'm a Fido customer and recently I purchased a phone via payment plan and it included $31.75 monthly discount promotion.

The first month I didn't get the promotion, I contacted them and the associate told me it has to be escalated to the back office. After 10 days, I contacted them and they said it require up to 3 weeks. After 3 weeks (and another bill without the discount), they told me the problem is fixed. Then the 3rd bill came without the discount also. This time they told me the issue is not fixed and they will contact the back office again.

Finally I got this response claiming the price of the phone is changed and they will fix that with the $31.75 discount!

"You recently financed a mobile device from Fido. The Payment Program Promotion credit associated with your device purchase has also recently increased. In order to provide you with the better discount, we have increased your Payment Program Promotion Credit from $0.00 to $ 31.75 per month which will be provided as a bill credit applied to your Fido account over the 24-month financing term outlined in your Fido Payment Program Agreement. The Payment Program Promotion ends if your financing agreement is cancelled."

So, instead of admitting their error and compensating me, they do me a favor and giving me a discount (that is clearly stated in my contract)!

I want the problem fixed in the previous 3 bills and a compensation for this hassle
Business Response
Date: 10/01/2024
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 cost of his phone. He claims that the financing discount he was supposed to receive was not applied to his account.
Investigative
Findings:
We reviewed the account and confirmed that the financing discount was not applied for 3 months. The issue has now been fixed.
Resolution:
Rogers’
Office of the President successfully contacted the customer on January 10,
2024.
We
apologized for the poor experience that the customer had with Fido. We applied
a credit on the customer’s account to cover the value of the missing discount
for 3 months.
Rogers
would like to thank?the customer for their co-operation in the resolution of
this concern.
Customer Answer
Date: 10/01/2024

Complaint: ********

I am rejecting this response because:
The company refused to compensate me for all the hassle (3 months of customer support failure and the need to go through BBB to get my money back!!!!).
They claim they don't compensate although Rogers already compensated me before for a smaller billing mistake with $10 off for a year ($120 in total)
Very bad customer support and they don't appreciate their customers

Sincerely,

******* *********
Initial Complaint
Date:05/01/2024
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.
On my Novemeber and December bill I have additional on demand charges. This has been am ongoing issue with Rogers as I keep getting billed for services and channels not requested. They told me to put a pw and I did but still being billed. Rogers needs to investigate of anotjer account is being charged to mine and/or delete on demand options. I want a refund on items not requested by my mom.
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 has concerns about pay-per-view charges.
Investigative
Findings:
We reviewed the account and confirmed that the charges are valid
Resolution:
Rogers’
Office of the President successfully contacted the customer on January 11,
2024.
As a
one-time exception, we applied a credit on the customer’s account to cover the
charges on the customer’s last two invoices. The credit will show on the
account within 72 hours.
Rogers
would like to thank?the customer for their co-operation in the resolution of
this concern.
Initial Complaint
Date:03/01/2024
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 November 2023, we switched our subscription service from tthe legacy Digital service to the Ignite service. Rogers billing system is trying to charge us for using BOTH services for November 2023 when, in fact, we only had one service active at any point in time (i.e. Digital service was active, then the Ignite service, with no overlap). I have tried numerous times for Rogers to correct this, yet they keep telling us the credit is pending. They have acknowledged their mistake, but are not taking action to correct it. I am incurring daily penalties for this erroneous outstanding balance. I fear this will never be fairly settled without me incurring extra cost.
Customer Answer
Date: 29/01/2024
Matter resolved to our satisfaction, thanks
***** ******
Initial Complaint
Date:02/01/2024
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.
Fido bills out of our apartment, non stop increasing the bill. My monthly payment is $90. But increase for this month $171. How can pay this bill. Monthly we are talking by phone number 1-888-481-3436. But not charging continuously increasing. Please I don’t have any solution for this company
Business Response
Date: 08/01/2024
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 seeking clarification regarding their balance and
services.

Investigative Findings :
-Their data was suspended for non-payment on December 18, 2023.
-They were charged a $60 suspension fee.

Resolution :
Fido’s Office of the President successfully contacted the customer on January
8, 2024.
-We reviewed the customer’s plan details and pricing.
-We explained our policy regarding late payment fees and suspension fees.
-An adjustment was applied as a gesture of goodwill and one time exception.

Fido 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:02/01/2024
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.
So in October I started getting this email saying to return the phone I purchased from them by end of October or I would be build 605 dollars for it . So when I purchased the phone two years ago they said there was a one time payment 530 dollars which I payed two years ago I also see nothing about this 605 dollars they want two years later . So I’ve spent I think about 8 hours one the phone with Roger’s and many transfers then I got one lady said it was a mistake and would be removed from my bill . The. It reappears on the next months bill and the last person I spoke with from Roger’s said someone from corporate would call me within 5 business days never heard back from them other than there *********** text messages . I need some help here since I payed 530. Down and over one hundred dollars a month for 24 months I think I have paid for the phone in full . I hope you can help before I cancel my service with them .
Business Response
Date: 11/01/2024
Hello,
At Rogers, we value our client's feedback and would like to thank ****** for bringing this matter to our attention.
Client Concerns:
Charged $530 when completing a hardware upgrade in October 2021.
Recently charged the upfront edge fee of $605.00.
Requested Account adjustments.
Investigative Findings:
The charged $530 was in relation to a previous plan that included an Upfront Edge related hardware upgrade which was established in December 2019 - 24-month agreement.
When the account holder completed an early upgrade in October 2021, the $530 Upfront Edge fee was generated.
The recently charged $605 Upfront Edge Fee was applied in October 2023 – end of the 24-month term.
Please note the Upfront Edge Fees are based on the value of the ordered wireless devices.
The details that supported the Upfront Edge Fee were included the recently ended 24-month agreement as well as the previous 2019-2021 agreement.
Upfront Edge Details monthly on the generated invoices
Upfront Edge Program
Upfront Edge Amount Owed
(If device is not returned):
$xxx.xx
Device Return Date:
Please return device by xxxxx,xx
20xx to avoid repayment of
Upfront Edge Amount.
This is in addition to mailed wireless agreements which were reviewed prior to establishing contact with the account holder.
RESOLUTION: Customer Not Satisfied
Rogers’ Office of the President successfully contacted the customer on January 8, 2024
Our shared findings were not accepted by the account holder.
We also offered to re-share the October 2021 Wireless Agreement which supported our findings.
In addition, unsuccessful follow up courtesy calls which were made to further review the customer concerns were not successful.
Rogers is appreciative of the opportunity to address this concern and regret that an amicable resolution could not be attained at this time.
Initial Complaint
Date:02/01/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 31st, 2023, I contacted Rogers to switch my wireless provider and was promised a plan of 55$/Month for 120 GB of data on Unlimited Canada Wide Calling. This was because I moved my wireless service to Rogers and bundled it with my internet. The next bill came showing 90$/month and did not reflect what was agreed upon. I called customer service and after waiting for almost 90 minutes, finally got someone on the phone line. I gave that support representative my previous interaction # detailing the agreement. I was soon advised that the correction was made and provided another new interaction number with the promise that the previous promotion and agreement would now be honored for life (instead of 2 years). New bill comes and again, 90$/month showing. I’ve now wasted 3-4 hours from being on hold. This is unacceptable and no paying customer should have to waste this much time to get someone on the phone to provide assistance.
Business Response
Date: 05/01/2024
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 was provided with a discount upon activation.
-They are requesting that the offer be applied.

Investigative Findings :
-The discount was applied on December 12, 2023.

Resolution :
Rogers’ Office of the President successfully contacted the customer on January
5, 2024.
-We confirmed the offer is applied and will be reflected on their next
billing cycle.
-We apologized for the inconvenience this has caused.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Initial Complaint
Date:02/01/2024
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.
This case is regarding fraud account(#*********). Someone use my identity to create account and used mobile service amounting to $7896.54 as per law firm notice (actual amount as per rogers account is $6563.07). I reach out to rogers many times and filed complain as soon as I received notice from law firm on Nov 29, 23. first complain was filed on next day Nov 30, 23 to roger(#**********). since filling the complain we have made at least 15 phone calls for follow up and requested call back. every time different customer rep transfer call to different department and end up with same answer that they are working on issue. As per my last call they identified that this account is fraud. I have also filed police report and provided all detail to rogers. As per information provided by rogers this account was suspended in march 23. I have requested rogers to clear my name and informed credit agency to establish my original credit as I have nothing to do with this account. So far, even after one month they have not taken any action to reestablish my credit and not ready to provide letter to me to give confirmation and clear my name. I am in process of finalizing my mortgage and l got caught in situation where I can not negotiate with my lender resulting end up paying high mortgage rate. I may fail to fulfill my purchase agreement which lead to financial disaster for me or possible law suit by seller. I already inform this situation to rogers may time but still nothing is happening. This is clear case of negligence and bad business practice. rogers has nothing to lose in delay but I have so many thing to lose. Why some one who is not rogers customer has to suffer so long for their mistake. Roger should be held responsible for my financial loss and **********, and should compensate me for the same.
Business Response
Date: 08/01/2024
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 submitting
party was a recent victim of a Fraud related experience.
An authorized
generated account balance had been created along with collection issues.
Reverse any
wrong doings.

Investigative
Findings:
Our Fraud Management
team has since made the necessary corrections – including credit and collection
related matters.
A letter confirming ************* was not a fault was
created, however; due to a clerical error that was linked with the email
address, the captured end results were not shared in a timely manner.
Resolution:.
Rogers’
Office of the President successfully contacted ************* on January 8, 2024
We extended
our apology for the delayed letter delivery which we fulfilled by way of email on
January 8, 2024.
Please note the
letter included details from The Fraud Teams investigation and, direct contact details
should further support be required.
The fraud victim
was concerned the shared letter did not include a physical signature – this is
in despite of the provided direct contact information.
Rogers would
like to thank the customer for their co-operation in the resolution of
this concern.
Customer Answer
Date: 08/01/2024

Complaint: ********

I am rejecting this response because:

1) The shared letter issued by Roger's about their finding doesn't contain any authorize signature. This kind of letter have no value. we request rogers to provide signed letter either by email or by ****** **** to the address provided.
2) rogers has to compensate me for the amount of time I spent to follow up, mental ********** from their solicitor and financial losses incurred due to my inability to negotiate loan due to my bed credit reported by Rogers.
Sincerely,

************* *****
Business Response
Date: 11/01/2024
Hello,
The provided document which included direct contact
details for our Fraud team was provided as source for support for The Credit
Bureau and Financial Institution(s).
We encourage ************* to share this information with the mentioned parties.

With respect to the fraudulent experience, we recommend
************* report this incident to the local authorities. Should a criminal case be created, Rogers will cooperate with the authorities during their
investigation of this matter.
Thank you,
Customer Answer
Date: 11/01/2024

Complaint: ********

I am rejecting this response because:

As per my lawyer,
this letter has no significance. Simply providing contact information doesn’t
serve any purpose. Financial institution doesn’t work for me, who can call you
and investigate about incidence. Why they have to, just because you don’t want to
provide signed letter.
Police
complain is already filed before even you guys start working on this account. You
guys already have this info in your account. for your info...
For Rogers account# *********
Police report No: ********** (for fraud/identity
theft case)
Location: ** ********, Detective office, Etobicoke
Phone# ************
Name of contact officer: Pc. *** ****

If you are not
willing to resolve this issue then I have to take this matter to Commissioner for Complaints for
Telecommunications Services (CCTS) and let them decide what is the responsibility/obligation
of individual parties in this case.

Sincerely,

************* *****
Business Response
Date: 25/01/2024

Good Morning,

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

The provided
letter which supports concerned parties account experience was reviewed and
shared on behalf of our Fraud Management Team.
-Personal
Signatures are not included.
-Fraud
contact information was included in the provided letter.
-The letter
itself may be shared with Banks and/or collection institutions if required
for support.

With regards
to the included Police details, such assistance may be provided from our Law Enforcement
Team for support should they be contacted for assistance.
-Our
office is not authorized to have account related discussions with the
local police.

Please note *************’s legal counsel may contact
the Rogers legal team for further discussion.

Thank you.
Customer Answer
Date: 03/02/2024

Complaint: ********

I am rejecting this response because:

1) Rogers has done extensive investigation and reached to the conclusion and declared this account is fraud account, not based on my request nor on my report. instead, Rogers hire solicitor ** ******** ** ** **** ******, if you don't trust victim who requested you to investigate and provided police report to support his claim then I don't have reason to believe you and your letter without signature. I don't wont to see any surprise later on from you saying that this letter have no signature and have no significance. I am not asking something out of world. I am simply asking for letter with authored person's signature so in future if something comes up I have signed letter to show you as proof.
For Better Business Bureau:
Kindly evaluate my complain against Rogers. if you believe that my demand is reasonable then kindly make this complain visible for other stack holder to review. At least they come to know that how service provider can ruin your credit history by acting irresponsibly to increase their business leveraging someone else identity. I believe this will be great help to the community and lesion for the service provider to act responsibly and fairly with victim. Also, it will help more people to come forward and file complain.
Sincerely,

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

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Rogers Communications is NOT a BBB Accredited Business.