Complaints

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

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• 

  Rogers Communications

  855 York Mills Rd North York, ON M3B 1Z1

• 

  Rogers Communications Inc.

  16 Floor 4710 Kingsway Burnaby, BC V5H 4W4

• 

  Rogers Communications Inc.

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

• 

  Rogers Communications Inc.

  9325 200 St Langley, BC V1M 3A7

• 

  Rogers Communications Inc.

  2111 Main St # 114 Penticton, BC V2A 6W6

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

• Initial Complaint

  Date:20/12/2023

  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.

  I had a sales representative come to my door to sign me up with Rogers, they told me and my roommate repeatedly that it would not result in any penalties to leave a “contract” as we were only interested in the service for less than a year.
  When I went to cancel the tv/internet services with them they charged me over $400 dollars in fees, which is not what they told me. They explained they sent me an email, which I did not see nor was this mentioned to me by their sales rep. Due to the nature of being a ********** company I decided I should go ahead and cancel all services with them no matter what the cost may be to get away from any other ***** that might result from being associated with them.
  I have tried to contact them on several occasions to discuss this bill of approx $1800. However, I have been quite unsuccessful. The wait times to speak to anyone is over an hour and when you do get speaking with someone they pass you on to multiple people. None of whom are actually able to help you with your issue. I tried on multiple occasions to cancel the service sooner. The first time they refused to cancel it and this phone call lasted nearly 2 hours. When they did cancel it finally the call took over 3 hours.
  I have tried to reach them several times to resolve this issue myself, however, they deny that the representative falsified their statements even though I had a witness to this all of this.
  Furthermore, I do not have the time to reach out to this company any further as I have spent at least 16 hours in total on the phone with them for this issue. It’s very difficult to schedule 3 hours on my phone to wait for them and for them to pass me around.

  Business Response

  Date: 27/12/2023

  Hello, 

  The customer has responded to the Rogers' Advisor advising that she is currently on vacation and will contact the Advisor directly next week. 

  Regards, 

• Initial Complaint

  Date:19/12/2023

  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 had Rogers Ignite internet only and called Rogers to verify if I was able to cancel with no cancellation fee and was told I was not in a contract and could cancel any time. I then called back to cancel a couple days later to cancel and was told I had to pay and cancellation fee. I tried to explained that I was told by a Rogers employee that I could cancel any time with no fee. I had asked to speak to a manager who could pull the recording and listen to what the initial employee told me. The manager argued with me for a while and told me that the previous agent misspoke and that I had to pay my cancellation fee. Even after I explained that this clearly isn’t fair, that I acted on behalf of information I was provided by an employee of their company and now that it’s too late I am stuck paying this extra money and that it was my fault. He said the information is on my bills when my last bill was sent prior to speaking to the rep so the most up to date information I had was verbal confirmation by the rep on the phone. The manager finally agreed to cancel my account after finding out I was moving to a new location that does not have Rogers access. I thought everything was taken care ok. I then proceeded to get 2 bills which I was charged in full past the cancellation date as well as the cancelation fee. Once I noticed I called back and was told everything would be corrected and reversed over a week ago. I have since been charged an additional bill and no reversal was completed. I have also tried to contact Rogers 5 times after cancelling to deal with this and after being on hold for over an 1.5 hours I’ve hung up. Only getting through the 1 time. This whole situation is infuriating

  Business Response

  Date: 22/12/2023

  Hello,

  At Rogers, we value the feedback received from our clients,
  and would like to thank ****** for presenting this matter for review.
  
  Client Concerns:
  Moved outside the Rogers Footprint
  Adjustment requested for the charged ECF

  Investigative Findings:
  The account holder was amidst a 24-month Ignite agreement,
  which include early termination fees.
  The account holder moved outside of the Rogers area of support.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on December 22, 2023.
  We have since confirmed with a provided address that the
  account holder moved outside the Rogers area of support.
  Applicable adjustments have since been applied – This included an account refund because of an overpayment.

  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 appreciate the phone call and discussion made the Rogers employee. have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with the assumption the cheque with the ECF funds is received. I was told this could take up to 4 weeks. 
  
  
  
  Sincerely,
  
  
  
  ***** ***********

• Initial Complaint

  Date:19/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Customer Relations,
  
  I am writing to express my dissatisfaction with the ***** * *** mobile device purchased through Rogers in 2023. Despite two replacements from ******, ongoing issues persist. ****** advises addressing the matter with Rogers, highlighting the resolution within the contract's terms.
  
  I request the following actions:
  
  Accept the return of the faulty ***** * *** device and terminate the associated contract.
  Provide guidance on returning the device and terminating the contract without additional charges.
  I want to emphasize my intention to return the ***** * *** device and exit the contract due to continuous issues. My associated phone number is ************. I am unwilling to pay for a service and device causing frustration. I expect either a functioning device or a fair resolution to terminate the contract without unreasonable fees.
  
  Your prompt attention to this matter is appreciated. I anticipate a swift investigation and resolution. If needed, I am open to further discussion for an amicable solution.
  
  Thank you.
  
  
  *** ***** ** ***** ***** ***************************************************************************************

  Business Response

  Date: 29/12/2023

  Good
  day,
  
  BBB
  Serving Central Ontario Complaint #********
  
  At
  Rogers, we value the feedback received from our clients, and would like to
  thank ****** for bringing this matter to our attention.
  
  Client
  Concerns:
  ·Customer
  financed a ***** * *** in January 2023 and mentioned device was exchanged by
  ******
  on 2 occasions.
  -Customer
  requested to return the device and have remaining financing waived.
  
  Investigative
  Findings:
  ·We
  reviewed the satisfaction warranty of 30 days, the Manufacturer warranty 1 year,
  the
  device
  protection program, and our exchange program. 
  
  Resolution:
  Customer not satisfied:
  Rogers'
  Office of the President successfully contacted the customer on December 27,
  2023
  ·We
  informed the customer the device can not be returned outside the 30 days
  satisfaction
  Warranty.
  Customer declined all resolutions presented.
  
  As the customer was not satisfied with the offer as
  presented by Rogers' Office of the President, we have informed ***** **** **** of the final stage in our complaint process. 
  Rogers is appreciative of the opportunity to address this concern and
  regret that an amicable resolution could not be attained at this time.
  
  Christine S.
  Attachée | Bureau du Président
  Advisor | Office of the President

  Customer Answer

  Date: 02/01/2024

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

   

  Dear Ms. Christine S.,
  
  I appreciate your prompt response to my BBB complaint regarding the ongoing issues with the ***** * *** device purchased from Rogers. I would like to express my continued dissatisfaction with the proposed resolution and provide additional context to support my request for further consideration.
  
  As mentioned in my initial complaint, I have experienced persistent problems with the ***** * ***, leading to two replacement devices provided by ******, the manufacturer. Despite these efforts, the issues persist, and ****** has advised me to address the matter with Rogers, as they believe it falls within the terms of the contract.
  
  Upon reviewing your findings, I understand that there are specific warranty and satisfaction period policies in place. However, considering the nature of the ongoing issues with the device, I kindly request your reconsideration in allowing the cancellation of the device financing and a separation of the device from the associated contract.
  
  My primary concern is to continue with the data plan while eliminating the faulty device from the agreement. I believe this would be a fair resolution, considering the challenges I have faced with the ***** * *** despite multiple replacement attempts.
  
  I acknowledge the efforts made by Rogers' Office of the President in contacting me on December 27, 2023. However, the proposed solutions did not address the core issue of a malfunctioning device, leading to my decline of the offered resolutions.
  
  I kindly request a thorough review of my situation, taking into account the ongoing challenges and the manufacturer's recommendation to address the matter with Rogers. I believe that an amicable resolution can still be achieved, allowing me to continue with the data plan while relieving me of the problematic device.
  
  I appreciate your attention to this matter and anticipate a reconsideration that aligns with a fair and reasonable resolution.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  ****** *********
  
  
  
  

  Business Response

  Date: 16/01/2024

  
  BBB
  Serving Central Ontario Complaint #********
  
  At
  Rogers, we value the feedback received from our clients, and would like to
  thank ****** for bringing this matter to our attention.
  
  Client
  Concerns:
  ·Customer
  financed a ***** * *** in January 2023 and mentioned device was exchanged by
  ******
  on 2 occasions.
  -Customer
  requested to return the device and have remaining financing waived.
  
  Investigative
  Findings:
  ·We
  reviewed the satisfaction warranty of 30 days, the Manufacturer warranty 1
  year, the
  device
  protection program, and our exchange program. 
  
  Resolution:
  Customer not satisfied:
  Rogers'
  Office of the President successfully contacted the customer on January 12, 2023
  ·We
  informed the customer the device can not be returned outside the 30 days
  satisfaction
  Warranty.
  Customer declined all resolutions presented.
  
  As the customer was not satisfied with the offer as
  presented by Rogers' Office of the President, we have informed first name only
  of the final stage in our complaint process. 
  Rogers is appreciative of the opportunity to address this concern and
  regret that an amicable resolution could not be attained at this time.
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the
  President

• Initial Complaint

  Date:19/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My **** mobile phone plan was changed to Rogers ( ****/Rogers merger) at the end of November 2023. I was assured by agent in the store and by emails that my plan would be same or equivalent with Rogers. My total monthly **** bill usualy came to less or close to $100.
  
  I made my regular long distance call on December 3r. Within 24 hrs I got text message that I spent $101.75 on this one call, a big surprise. I called Rogers immediately. I was told that I needed to add long distance plan for $8 and I did. I asked if they could prorate my charges. All agents I talked to agreed but could not help till my final bill was ready. I called again when I got the final bill (December 18) inluding $101.75. I am now being told that I have to pay $101.75 because merger did not include long distance calls.
  I consider this a false advertising about ****/Rogers plans being equivalent.

  Business Response

  Date: 28/12/2023

  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 migrated her services to Rogers however her long-distance
  features were not migrated.  Customer was
  charged International long distances.
  -Customer requested adjustments
  
  Investigative Findings:
  -We reviewed the customer account and usage charges
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  December 28, 2023.
  
  -We informed the customer the cost of our Preferred rates feature and
  resized the long-distance charges to the preferred rates. An adjustment was
  applied to the account.
  
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern. 
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

• Initial Complaint

  Date:18/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 8th, I placed a call to cancel my rogers internet service. Upon, trying to cancelling my internet service the service rep informed me I was tied in a contract for 2 years, which came into effect on Sept 25th. I told the service rep, this was not the case but I was informed by the service rep that on my call in September that internet pricing would be $59.99 promo pricing for 2 years but not a contract. This would be similar to that of my current promo pricing that was expiring. The service rep, informed me he would need to reach out to back office support to pull the call and that I would get a call back in a few days. On Dec 14th, I called Rogers to look for an update. I was then informed, that the service rep I spoke to on Dec 8th, did not leave any notes nor did not reach out to back office support because that is not standard protocol. The person then took notes and transferred me to a manager. I waited on hold for a manager for over an 1.5 hours then hung up due to long wait times. I tried again on Dec 15, again I was redirected to hold for a manager. I waited for nearly 2 hours before I hung up due to the wait. I then called on Dec 16th and after an hour I finally spoke to a manager and was informed they cannot pull the call from September and I was stuck in this contract. I would like to report the unfair and poor business practice of rogers when speaking on pricing. There needs to be honest communication when rogers is speaking to customers. The Dec 8th conversation demonstrates this fact as that service rep did not make any notes or take the actions he informed me he would take.
  
  My account number is *********.
  My desired outcome is the cancellation of my internet service without penalty.

  Business Response

  Date: 19/12/2023

  Hello,

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

  Client
  Concerns:
  Agreement
  related to the received 24-month loyalty offer, which was applied in September
  2023.
  Early
  Cancellation Fees
  Requested to
  be waived.

  Investigative
  Findings:
  A captured
  call recording included the associate’s loyalty offer discussion with the
  account holder.
  The
  associate mentioned the 24-month contract.
  The Ignite Agreement
  which included details regarding the commitment was shared via the email
  address on file, which the account holder confirmed they received.

  RESOLUTION:
  Customer Not Satisfied
  Rogers’
  Office of the President successfully contacted the customer on December 19,
  2023
  In addition
  to sharing details related to the applied offer, the account holder was also advised
  of the contact sources for authorized access to the captured call recording.
  .
  As the
  customer was not satisfied with the offer 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: 23/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of rogers failure to fulfill any promised resolution. In talking with the office of the president, they promised to address and resolve my poor service for internet but was unable to. The person I spoke to informed me they were going to send a technician to my home to deal with the poor service of internet. The tech on site could not swap my modem due to my account being deactivated. The tech on site spoke to back office support and could not do it either. The tech left. I had to call customer service who has to input a call into back office support for resolution, which I was informed it will take around a week to fix so another technician could then be scheduled to do the original work. The following is my interaction with the rogers customer service rep - ***********. They also provided me with a ticket number **********.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 02/01/2024

  As per speaking to a rogers representative about another concern. I was informed that I was locked into a contract for internet with guaranteed pricing of $59.99 for 24 month. I brought up my concern that my rate was going up $4 already, which was unfair especially since it is a contract that I have been tied up in. A possible price increase was not disclosed on the call I had when I agreed to the plan, which the office of president confirmed was not mentioned - they reviewed the call. To be tied up in a contract out without the ability to break unless a payout is required and the forced to have a price increase without prior knowledge that this could happen, is unfair and poor business practice. A contract should guarantee pricing for the term. Full verbal disclosure should have been provided.

  Customer Answer

  Date: 03/01/2024

  I have connected with Rogers and found resolution. We can close this ticket.

   I called into rogers and I spoke to an individual who had agreed to cancel my service after I setup another service provider without penalty due to the many IT issues I have been experiencing. They provided me with the following interaction ID as a reference ***********
  

  
  

• Initial Complaint

  Date:18/12/2023

  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.

  I purchased Fido's Premium device protection on Nov 26th under their sales' ***** advertising of pay only $129 for any physical damage on my ******* ****** ** *****. With $400 processing fee for Lost/Theft. On Nov 30th I submitted a claim for my damaged phone and On Dec 5th, I received a e-mail saying they received my phone. And no further communication from Fido or ******** afterwards. I called in on Dec 10th and told to wait a 1-2 business days and Dec 14th to wait for an extra day(call recorded) I called on 15th((call recorded)) and was told device is not repairable and I need to pay $400 for replacement fee. I asked to talk to a supervisor, but as submit this claim, not received call yet. The main argument is they told me at the store and shown on their website and in the email they sent me is that $400 processing fee is only for lost and theft. And they easilly classfiy a simple front and back galss broken as not repairable.

  Business Response

  Date: 27/12/2023

  Hello,
  
  At Rogers, we value the feedback received from our clients, and would
  like to thank **** for presenting this matter for review. 
  
  Unfortunately, the customer was not available to further discuss and
  address this matter. 
  
  Rogers will contact the customer on December 29 to address their
  concerns.
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

  Customer Answer

  Date: 03/01/2024

  They've contacted me after my previous response. My matter has been resolved.

• Initial Complaint

  Date:18/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early October I signed up with **** Internet and was at that time offered a deal on my cell service from Roger’s.
  Shortly after that a rep from Roger’s called me and I accepted an offer that included some complicated negative charges associated with what was actually a higher charge than what I was paying with ******. The Sales person assured me that with the negative rebate- I would actually be paying less- I think it was around 60$. Pretty sure the sales rep also said activation fee would be waived but I cannot remember for sure. However I’m certain I would not have accepted the deal if I knew I would be charged 60$ for an activation fee.
  I received an email on Oct 10 saying my number was activated. I should have read the whole thing and admit I did not. Thinking my service was now covered by Roger’s.
  In November I received a very high bill (187$) from Roger’s which was much more than I was expecting.
  A short time after that I received a bill from my current provider as well.
  As I was then going overseas - I was not able to sort this out until I returned beginning December.
  I reached out to Roger’s by text on Dec 14 but was disconnected when I tried to confirm my account with them. I then obtained a password and went into my account for the first time to see that they had given me a new number. This was never told to me by the sales rep or I never would have signed up as I must keep the number I have had for over a decade.
  I contacted Roger’s again and reached an agent who then forwarded me to another support agent. (64th in the queue)
  I explained my situation with her and said I would be willing to accept the agreed apon service from Roger’s if they would waive the fees they were charging me for services I never received.
  She came back saying they would not do that as the service had already been activated - so I asked her to close my account.
  My son told me that they would have had to send me a SIM card to activate my line. But they never told me this

  Business Response

  Date: 20/12/2023

  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 was offered cell phone service in early October with no set-up
  fees. Customer was charged the set-up fees and billing did not represent the
  offer presented, furthermore customer did not receive a sim card.
  -Customer requested adjustment.
  
  
  Investigative Findings:
  -We reviewed the account, invoices and usage.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  December 20, 2023.
  
  -We confirmed the account was cancelled and services were never used.  Account was fully refunded.
  
  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: 20/12/2023

  
  
  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,
  
  
  
  *** *****

• Initial Complaint

  Date:18/12/2023

  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 signed up for an internet plan on October 30, 2023 for the price of $49.99 plus HST. The installation charges for the modem were to be waived per the customer representative’s promise that he had a code to waive the fee. In December I got hit with a bill of $319. After hours of talking to the customer service and multiple case filings, I got an email last week on December 7 that the case was resolved so that my fees would be $49.99 plus hst. My bill payment date is December 16 and to date the bill amount is $151 (it got reduced due to some adjustments but not in full). Anxious because the deadline to pay is tomorrow, I contact the customer service representative who literally put me in tears telling me how I was previously advised to pay my $151 bill and went off at me with insults. I paid my $151 bill but do not understand why I have to be treated this way by such a big company plus pay $151 when I signed up for $49.99 plus tax. If I did not contact them no one would make these adjustments for me. This is what they do by overcharging and inserting hidden fees. **** ** ****** I would like to receive my appropriate credits in refund and cancel my service. I am traumatized by this experience. I am not a person who contacts the customer service for fun. I am a lawyer who works over 80 hours a week and I dont need to be on the line for hours waiting for the customer service representative. This is a service I got for my parents home and I intentionally signed up for the fee of $49.99 plus hst, otherwise I would have gone somewhere else. I am just very shocked at this level of treatment. * **** ******** *** ** *** ****** **** *********** *** **** **********

  Business Response

  Date: 20/12/2023

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

  Client Concerns:
  Installation Fees
  Introductory Offers

  Investigative Findings:
  Upon an account review, **** was provided with adjustments
  to reflect the concerned Installation fees and Introductory Offers.
  The adjustments are in pending status – scheduled for the
  December 2023 bill cycle.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on December 20, 2023
  My accepted findings were shared in detail.
  We also provided the account holder with direct contact information
  should the experience any billing issues with the December bill cycle.

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

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because based on my telephone conversation with Toney, an advisor with the Office of the President at Rogers, on December 20, 2023, I was to be granted the correct amount of credits on my file as I was charged incorrectly for the first month and overpaid. Per the ******** invoice, I have not been provided with the appropriate credits - there should be $38.64 remaining credits on my file, not $13 (*** ******** ** ***** ** ***** ********** *** ************). Toney advised me on the phone that should any issues come up that I should contact him. I have sent him emails and called his extension (and even left a voicemail) and he did not return my calls. Further to my follow up email, I have been advised that a new file will be opened. I am not sure what this means. I am again being sent back and forth between people with no resolution to my case. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 11/01/2024

  Hello,

  At Rogers,
  we value the feedback received from our clients, and would like to thank (him/her) for presenting this matter for
  review.
  Client
  Concerns:
  “I was to be granted the correct amount of credits on my file
  as I was charged incorrectly for the first month and overpaid. Per the ********
  invoice, I have not been provided with the appropriate credits”
  Requested Adjustments

  
  Investigative Findings:
  Adjustments
  for this matter was addressed, however; the account holder was correct in
  mentioning the missing difference.
  This issue
  had since been reviewed and adjusted.

  Resolution:
  Rogers’
  Office of the President successfully contacted the customer on January 10,
  2024
  The concerned
  difference in adjustment had since been confirmed on January 6, 2024.
  These details
  were shared with the account holder.
  We also
  suggested they contact our office should there be any additional issues for the
  next couple of billing cycles.

  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:15/12/2023

  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.

  When I subscribed to a cell phone package I was told I would receive a discount on my bill of $150.00. This was part of a promotion, offered by the person signing me up, and aside from any other hardware and accessibility discounts. The offer was supposed to be applied to my second bill. When that bill arrived the discount was not applied so I contacted Rogers. Their billing support acknowledged the error and stated it would be applied to the third bill. That bill also did not reflect the discount. I have tried to resolve this with Rogers to no avail. I have kept the account current.

  Business Response

  Date: 27/12/2023

  Good
  day,
  
  BBB
  Serving Central Ontario Complaint # ********

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

  Client
  Concerns:
  Customer activated a wireless account in August 2023, was offered $150.00 credit by the agent that activated the account. Credit was not applied.
  Customer requested an adjustment.

  Investigative
  Findings:
  We reviewed the account, the invoices and the call recordings.
  We confirmed the offer was applied to the account and reflect on the invoice dated September 18, 2023.
  
  Resolution:
  Customer not satisfied:
  Rogers'
  Office of the President successfully contacted the customer on December 27,
  2023.
  We informed the customer the call was reviewed and provided details of the offer presented and confirmed the agent confirmed total credit is $150.00.
  As
  the customer was not satisfied with the offer as presented by Rogers' Office of
  the President, we have informed ***** of the final stage in our complaint
  process.  Rogers is appreciative of the
  opportunity to address this concern and regret that an amicable resolution
  could not be attained at this time.
  
  Christine S.
  Attachée | Bureau du Président
  Advisor
  | Office of the President

• Initial Complaint

  Date:14/12/2023

  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 had cancelled my internet service in July and paid the bill in full. I sent back the modem using the QR code they sent me. Since then I am getting a monthly bill and harrassment for services I have not had. I have Ben in contact with them at least 5 times since then and keep getting told it will be taken care of. Again today, I had to call and keep getting bounced back and forth between Customer Service, Cancelations, and Credit Dept. This is ridiculous and this Company needs to have some type of system for handling such issues. I am not wanting to waste anymore of my time to get the same issue over and over again and you cannot get in touch with someone higher up that could possibly help. Please help!!!!

  Business Response

  Date: 20/12/2023

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

  Client Concerns:
  Account Disconnect Date suggested for Mid-July 2023 
  Adjustments for failed disconnect order.

  Investigative Findings:
  Documentation for order found – early July 2023.
  However; usage history was captured leading up to Mid-September 2023

  RESOLUTION: Customer Not Satisfied 
  Rogers’ Office of the President successfully contacted the customer on December 20, 2023
  Account adjustments were provided as of the recently captured usage history, which was Mid-September 2023 – Not Mid-July 2023

  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