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:02/01/2024
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.
I signed up with Rogers on October 25, 2023. I had Koodo services previously with a really good price for my budget.
I talked to this salesperson and she offered me a deal better than the one I currently had. I made sure to ask about charges, if it was a monthly plan, if there will be any extra charges after my plan or anything related to payments - since my goal was to reduce my monthly bills it sounded like a good deal. The agent offered me a $50.40 monthly plan for the 2 lines I wanted to add plus $200 credit ($100 for each line added). When they sent me the contract it was showing $55/mo and I asked her because the price was not matching and she said that it was ok because this promo would not show in the contract like that, only after I set up my autopayment I would be able to get the price she offered me.
After a few days I received both SIM cards and set them up. Started using it, everything was ok. In December 2023, they charged e a crazy $380 dollars all of sudden and I have been trying to get them to fix it but they are not able to resolve it. They just keep pushing it and pushing it. I had many chats with the agents but no one resolves it. The charge is already in my credit card and affecting my credit score because it went above the 30% I was working on to improve the same. Now, they sent me another bill for January already with an amount that I need to check again because it seems wrong again.

This is the plan they offered me:
50gb of internet 5g network
SMS free
calling and video messaging unlimited
$45 + tax = $50.40
$200 discount for 2 lines credited in the account

Of course the documents provided will support Rogers because it is their contract and everything sent by them. However, this is not exactly what was offered to me, otherwise I would never switch to pay more
This is so disrespectful because we sign up with good intentions and believing in what they offer and at the end it feels like they took advantage of you. ** ***** **** * ****!
Business Response
Date: 05/01/2024
Hello,
At Rogers, we value the feedback received from our clients,
and would like to thank ******* for
presenting this matter for review.
Client Concerns:
Corrections with the following
Monthly Service Fees
Activation Fees
The initial Invoice
Credits per line when the account
was created.
Investigative Findings:
The account documentation from the October 2023 account
creation along with the mailed wireless agreement supported the provided wireless plans and rates.
We found no details in the account notes, chat sessions and
more to support 2x activation adjustments and, additional credits which would
have been above and beyond the provided wireless offers.
Resolution:
Rogers’ Office of the President successfully contacted the
customer on January 5, 2023
In addition to my findings which were verbally shared, the
account holder confirmed he has since been advised that the connection fee
issue was addressed to his satisfaction prior to today’s call discussion.
I also shared my findings about the provided wireless plans
and introductory offers which he accepted.
Please note the initially generated invoice included fees from the account start date to the next billing cycle.
Rogers would like to thank the customer for their
co-operation in the resolution of this concern.
Customer Answer
Date: 05/01/2024

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: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.
Different information given by shop and agent of Rogers via chat.

I just want my request to transfer the ownership of the number i am using.
Business Response
Date: 05/01/2024
Hello,
At Rogers, we value the feedback received from our clients,
and would like to thank ***** for
presenting this matter for review.
Client Concerns:
Transfer or responsibility request.
Support with completing the order.
Investigative Findings:
Upon an account review, the order itself was successfully
completed on December 30, 2023 – 2 days after the BBB case was created.
Resolution:
Rogers’ Office of the President successfully contacted the
customer on January 5, 2024.
The account holder confirmed the concerned number had since
been transferred under a new account in his name.
He also confirmed the services to working to his
satisfaction.
In addition to matter, we apologized for the overall service
experience, and adjusted the account accordingly.
Rogers would like to thank the customer for
their co-operation in the resolution of this concern.
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.
To Whom It May Concern,

I am writing to file a formal complaint against Fido, my current telecommunications service provider, regarding what I believe to be deceptive billing practices and misrepresentation during the activation process. My phone number is ************, and I activated my Fido account on November 23rd, subscribing to a plan with a monthly charge of 34 CAD.

Upon receiving my bill on December 28th, I was shocked to discover that Fido had charged me a total of 144 CAD. This included a demand for prepayment of the monthly fees for December to January.

Concerning the prepayment of monthly fees, Fido claims that they have the policy of collecting fees for the upcoming month in advance. However, if this were the case and the billing cycle were bi-monthly, I should have received my bill in January rather than December, and it should have covered the period from January to February, not November to December and December to January. Furthermore, there is no indication in the contract that monthly fees are to be paid on a bi-monthly basis.

This discrepancy between the information presented during the sales process and the actual charges on my bill is both misleading and unacceptable. I believe that as a consumer, I am entitled to accurate and transparent information when making decisions about the services I subscribe to.

I kindly request that BBB investigates this matter thoroughly and takes appropriate action to rectify the billing irregularities. Additionally, I am seeking clarification on Fido's billing policies to ensure that customers are informed accurately during the activation process.

I appreciate your prompt attention to this matter and look forward to a resolution.

Thank you for your assistance in advance.

Sincerely,

***** ***
Business Response
Date: 04/01/2024
At Fido, we value the feedback received from our clients, and would like
to thank them 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).

Fido’s Executive Response team successfully contacted the customer on January
3, 2024.
-The customer was explained how our services are billed.
-They were offered an adjustment as a goodwill gesture.

Fido would like to thank the customer for their co-operation in the
resolution of this concern.
Customer Answer
Date: 04/01/2024

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.
Rogers Account Number: *********

SURPRIZED TO SEE THE BILL FOR $1292.90.

Two issues here:
1. Activated a cell phone line on Black Friday weekend and found there is no network in the basement. So returned the service next day alongwith phone. However, I was told that in order to keep the same number, I need to port the number out and then return of service would be processed as it is returned in 2 days which is within 30 days mandate. Also, I was told that I wouldn’t be billed any activation charges or any usage charges as the service and phone was returned in 2 days. To my surprise, I see that I am billed for cancellation and phone that was returned on the second day after activating service during Black Friday weekend.

2. I also noticed that I am being billed 5 times what I should be billed for my internet. On June 6th, 2023, management office had applied an internet offer on my account which he mentioned I would be billed $22.50 including taxes per month for 24 months and following month I received a bill for $122 and I called in and they said it’s an error and they will forward it to the concerned department to get it fixed. To my surprise it’s still not fixed and I am being billed $122 per month instead of $22 per month and I was completely unaware about this over billing since I have pre authorized payment.

At this point following needs to be fixed.
1) All the charges related to mobile line including any activation or two days charges to be adjusted. Also please take note that there was zero usage in the two days before which the phone line was cancelled and phone was returned.

2) My internet billing needs to be fixed so that I am billed $22.50 including taxes for 24 months as promised on June 6th, 2023. Also, refund for $100 x 5 for last 5 months needs to be refunded asap which was charged in excess of $22.50 which was promised.
Business Response
Date: 04/01/2024
Hello,
At Rogers, we value the feedback received from our clients,
and would like to thank ***** for
presenting this matter for review.
Client Concerns:
Charges for unreturned equipment
Account adjustments
Investigative Findings:
N/A
Resolution:
Rogers’ Office of the President successfully contacted the
customer on January 4, 2024
The account holder who verbally confirmed he is in current contact with a
fellow associate who was advised of his shared concerns by way of an escalated
source.
He confirmed the BBB file can be closed.
Thank you.
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.
Hello,

I would like to file a complaint about Rogers/Fido consumer *****.
Account number: *********

On Sep 23, 2023 we landed to Canada and Rogers representative at the ******* ******* gave me and my husband SIM cards. He stated there is no fee for 25 days, no activation/deactivation fees, no commitment and if we don't need it in 25 days, we can just throw away the cards and forget about them.
He took our address, passport info and email. We did not sign any contract or any agreement, nor did we receive any communication from Rogers or Fido ever since by mail or email. We never received any bills. The cards stopped working in 25 days. As the representative told us, we did not close any account as he said we can just "forget about it".
On Dec 25 we found a letter in the mail from Fido dated December 18, 2023 claiming I owe them 262.75 CAD due in 14 days. My son called Fido and was told we owe activation fee, three months of the services 45 CAD each (we did not receive), a deactivation fee because of non payments, and was unable to assist us. The letter threatened if we don't pay this will be forwarded to a collection agency. This is not what Rogers rep who gave us the cards told us. We went to the airport and he was not there anymore.
**** **** ** * *****. We have attempted to resolve it with Fido customer service(Rogers gave us cards, but bill came from Fido), but it was unsuccessful. They have started accounts for me I have never signed up for and are now requesting money for services I did not agree to.
****** ** ****** ********* ** **** ********** ******* ********** *** *** ******* *** *** ** ******. Rogers rep told us it's a nice welcome free SIM card for the first 25 days until we settle in the new country. We were specifically told there is no financial commitment and no fees at all. We were instructed that unless we call to sign up in 25 days, there will be no charges.
Please help us resolve this dispute.
Thank you very much in advance.
Business Response
Date: 05/01/2024
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 states they were offered services at no cost for a specific
time period.
-They stopped using the services after the specified period.
-They received an invoice for their services.

Resolution :
Fido’s Office of the President successfully contacted the customer on
January 4, 2024.
-We informed the customer that there are no offers for free services.
-We explained that services need to be cancelled and do not cancel automatically.
-An adjustment has been applied to the account as a goodwill gesture.

Fido would like to thank the customer for their co-operation in the
resolution of this concern.
Initial Complaint
Date:02/01/2024
Type:Service or Repair 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.
Rogers account # ********* Rogers has banned my phone from accessing the EXT network but cannot provide cell service where my work is located due to their poor tower service. Rogers claims I should have cell service and I
as well as any other rogers client that work in the same location, do not. Rogers has made no attempt to fix their tower to resolve this issue, leaving me paying for 2 brand new phones that do not get service for. I was told vy Roger support that I am to pay 2400$ to pay off these 2 phones to cut ties and go to another provider that has towers that provide actual service. I would like to return the phones and have the fees waived.
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’s services have been restricted due to their usage showing
they are on our extended network.
-They are seeking to cancel their services at no cost.

Investigative Findings :
-The customer is using their services within Rogers’ regular network,
however, it is picking up the extend network.
-They have attempted to troubleshoot the issue.
-Their services on one line have been restricted due to our extended
coverage policy.

Resolution :
Rogers’ Office of the President successfully contacted the customer on January
5, 2024.
-We have offered to adjust the customer’s remaining financing balance on
the affected line.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Customer Answer
Date: 05/01/2024

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:
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.
October I switched providers , one tablet was on the account still but because of switching the balance for the devices made the bill high triggering a suspension. I called a few times and chatted with rogers to have the tablet canceled because they had it suspended and I didn't want their service . They transfered me to multiple people and noted I wanted to cancel but it didn't get canceled as they take hours on hold to get through and ran out of time due to work . I called to cancel today and it only took 20 minutes rather then 2-3 hours like anyother time I've tryed . They stated they can't take off the $11.30 they charged me for the tablet each month since it being suspended . For they charged me interest on top of the monthly fee for the service I wasn't using. I want the $22.60 tablet fee for the 2 months removed and suspension fee of $60. ******** ** ******** *** ******** *******
Business Response
Date: 09/01/2024
Hello,
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 make contact with 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.
Thank you.
Customer Answer
Date: 09/01/2024

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,

********** *********
Business Response
Date: 09/01/2024
Hello,

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

Client Concerns:

Being billed for a data plan while under an account suspension.

Adjustments for unused data.

Investigative Findings:

The account itself was terminated December 23, 2023.

Tablet related Data was not captured on the following invoices:

November 2023
December 2023
Resolution:

Rogers’ Office of the President successfully contacted the customer on January 9, 2024.

********** confirmed her outstanding issue was being charged for data that was not accessed.

********** was advised when the account was suspended, a block was placed on the service. The account, phone number and SIM card remained active on the network.

This helped to avoid possible cancellation fees and ensure the number remained reserved for the account holder, however; the monthly fees for service would continue.

Thant being said, the results of our investigation were verbally explained along with appreciated account adjustments.

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 09/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********** *********
Initial Complaint
Date:22/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are using Roger smart home tools including a thermostat, we are paying for their service monthly. The thermostat is not working and therefore the heater can't kick in to keep the house warm. I contacted Rogers technical support two days ago, they scheduled a HVAC tech for Thursday 8-11 am, unfortunately, the technician did not come nor contacted us. We don't have any other heaters and it is frigid here. My son is getting sick because of the frigid environment. No response from Rogers. I'd like Rogers to fix this issue ASAP. I'm also asking for a $600 reimbursement because of the trauma and inconvenience this issue has caused to my family.
Thank you very much for your assistance.
Business Response
Date: 02/01/2024
Hello,
At Rogers, we value the feedback received from our clients,
and would like to thank ***** for
presenting this matter for review.
Client Concerns:
Thermostat service issues
Heating concerns
Account Adjustments
Investigative Findings:
A service call had been booked, however; terminated without
clear reason.
Resolution:
Rogers’ Office of the President successfully contacted the
customer on December 27, 2023.
Although we were advised the heating had been working at the
time of our call, we booked a service call for the following morning – December
28, 2023, for a review.
This support included assistance from an HVAC tech.
We also had a tech review an orange signal issue on the
tablet itself – this matter appears to have been Zone related.
The service issues appear to have been resolved as per the
captured account notes, however; our attempt to provide a courtesy call to
review any possible outstanding matters and to ensure the service is working to
the customer satisfaction was not successful.
Further follow up attempts to be provided.
Rogers would like to thank the customer for their
co-operation in the resolution of this concern.
Initial Complaint
Date:22/12/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Would like my bill reset from 345$ to 0$ and my contract reset to Dec 19th 2023 I am not paying a bill for a service I didn't use I was told by customer service after being on the phone for nearly 2-4hrs and being hung up on numerous times that this would be taken care of and still nothing has happend this is beyond ridiculous this needs to be fixed immediately aswell as I feel at this point I deserve come kind of compensation for my wasted time when you guys called me regarding a promo and I decided to accept but I never recieved my 2 sim cards and you guys would not resend i went to the store on dec 19th and activated my services as i was told once i activated the bill would be reset i was also told by the lady that sold me the promo that i wouldnt be charged until my phone numbers were ported... if nothing is done I will be leaving rogers and will never be doing future bussiness and will also be telling my family and friends that are with rogers about this situation and tell them to switch as well.. this is regarding account number:

**** *****
Business Response
Date: 22/12/2023
At Rogers, we value the feedback received from our clients, and would like to thank **** for presenting this matter for review.
Client Concerns:

Include desired resolution : Seeking billing adjustment due to delayed receipt of the SIM cards

Investigative Findings: SIMs were active on Tuesday after receiving it

Rogers’ Office of the President successfully contacted the cx on December 22nd and provided the following resolution:
- The customer has been advised that the current bill is until January 17th and is payable by January 8th which is $113
- Was advised that the balance of $232.78 has been credited as the SIM wasn't received.
- The customer was seeking compensation and hence was offered $56.50 and the cusotmer accepted the resolution

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 22/12/2023

Better Business Bureau:

I have reviewed the response made by rogeers in reference to complaint ID ********, and find that this resolution is satisfactory to me and the bill has been reset back to what it should be.

Sincerely,

**** ******
Initial Complaint
Date:22/12/2023
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.
If this is how Roger's do business, I find it very distasteful. I was called on a promotion which was going on with Roger, so I took their services to give it a try. However, when my son got home, he said that the internet speed with Roger is really slow. I was already with ****, so I decided not to open the box as I planned to have it returned. Little did I know that even though I did not open the box, they were charging me for something I was not using. They claimed to have sent me a contract, and also bills to my email, however I have not received any of those emails. I called to explain that I didn't receive a return label and only wish to return the box. Even at that time, I was not made aware of the fact that I was in a contractual agreement. A few days later, I received an email stating that I owe $441 on my Roger's bill. So I called immediately to speak with an agent who gave me a breakdown of the charges and that was how I found out I'm being billed for a service I have never used. The agent mentioned that I called after the time to return the internet modem but I honestly didn't know that I was in a contract with Roger and was being billed. If that was the case, I would not have returned the box only to be charged for a service, as I could have simply cancelled my service with **** being that I am not in a contract with them.

I spoke with a manager who was able to confirm that the service was not being used, and therefore he advised that he would make the notes on the account for the adjustment which should take effect on the next billing cycle. He also advised that he will have the president give me a call to apologize, but when the president called, she was adamant that the charges are valid which ofcourse made me even more upset, as I was told by a manager that notes would be added to the account for the adjustment. I did not use the service I'm being charged for, which I'm certain they can see from their end.
Business Response
Date: 22/12/2023
At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review.
Client Concerns:

Include desired resolution : Seeking credit towards the early cancellation fee

Investigative Findings: The account is cancelled. The account activation term was sent on August 3rd, 2023

Rogers’ Office of the President successfully contacted the cx on December 12th and provided the following resolution:
- Informed about the email that was sent on August 3rd, however customer mentioned that she never received it
- Agreed to credit the early cancellation fee and the remaining balance as goodwill.
- The customer has been advised that it will be reflected within 2-3 days and have been provided Advisor's direct contact.

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 22/12/2023

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,

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

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Rogers Communications is NOT a BBB Accredited Business.