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

1,518 total complaints in the last 3 years.
577 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:11/04/2025
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 contacted Rogers customer support multiple times via phone calls and chat starting January 1, 2025. On January 1, 2025, I specifically called Rogers to cancel the service after they confirmed it could not be provided at my new address in Milton. Additional calls and chats were made between January and April 2025 to follow up on this issue.
Rogers confirmed that they could not provide service in my new area (Milton) and placed a note on my account to investigate providing the service, but ultimately confirmed the service was unavailable. They suggested a replacement solution, the ***** plug-in Wi-Fi, which I accepted and am currently paying for.
Rogers did not fully resolve the issue. While they offered an alternative solution—the ***** plug-in Wi-Fi—I have not received a credit or discount regarding the cancellation charges despite being informed by a Rogers technician that no additional charges would be incurred upon cancellation.
I am unsatisfied because I received an unexpected bill of approximately $1000 for cancellation despite Rogers explicitly informing me there would be no further charges after cancellation. It is unfair to be charged for a service Rogers cannot provide, especially as I have already been charged for the period during which the service was unavailable. ************ * ** ********* ****** *** *** ***** ******** ****** ******* ***** *** *** ***** ******* ************ ** ********* ******** * ** ********** **** ****** ** *** *** *** ***** ******** ******** ************* ****** * **** ********** ** ******** ********* I am requesting a full waiver or substantial reduction of the cancellation charges due to Rogers’ inability to provide service at my new address and the misinformation provided by their technician regarding future billing. Additionally, I seek reimbursement for charges incurred for the period when service was unavailable yet billed.
Business Response
Date: 11/04/2025
At Rogers, we value the feedback
received from our clients, and would like to thank *** for
presenting this matter for review.
Client
Concerns:
  Client
received equipment and cancellation fees after termination of services.
Client is disputing these fees and seeking to
have them waived.
Investigative
Findings:
Client received
equipment fees for unreturned equipment and cancellation fees for terminating
services on contract.
Resolution:
Rogers’ Office of the President successfully
contacted the customer on April 11th 2025.
We provided
the client with information to complete return of the equipment. As the client has
retained alternative Rogers services in place of the terminated services, we
assisted with the billed cancellation fees.
Rogers would like to thank?the
customer for their co-operation in the resolution of this concern.
Initial Complaint
Date:11/04/2025
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.
First Rogers charged me roaming charges from America when I have not gone to the states. They said that my signal bounced off US towers that’swhy they charged me but if I had not watched my bill I would’ve paid just like I’m sure thousands of other people have they can track my phones Exact location which they did finally just not sure how they’re allowed to charge fraudulent charges when they knew I was never in America second they will not offer me the same rate as a new customer not sure why some customers get different rates than other customers
Business Response
Date: 11/04/2025

Hello,

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

Client
Concerns:
Roaming while in Niagara Falls – The CDN side of the
border.
Charged
Roaming Fees.
Explanation.
Billing
Adjustment.

Investigative
Findings:
If the user is near the US/CDN border, the wireless
signal is captured from the strongest or nearest tower.
No faults found with the applied Roaming Fee.
The
charge itself was addressed with a care associate on April 10, 2025.
The
BBB Case was created to ensure the matter was recognized.

RESOLUTION:
Rogers’
Office of the President successfully contacted the customer on April 11, 2025.
An
apology was provided for the administrative experience.
My
findings were shared in detail.
We
also helped with the account holder’s device settings that were specially related
to roaming.
In
addition to the roaming support, the rate related concerns were reviewed which
the account holder appreciated.
Rogers is appreciative of the opportunity to address this concern and work towards a solution that meets the account holder's satisfaction.
Initial Complaint
Date:02/04/2025
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.
Talked to Roger’s on multiple occasions from September 2025 until February 2025. Tried to cancel Internet plan on three separate occasions. And was not officially put through until the third call in November 2024. Then they tried to tell us we were on a two-year contract which we never signed for because we only had the apartment for a 1 year lease. And they could not prove that we signed any contract, and never sent us any confirmation emails about anything. We paid to cancel our account just to put this issue behind us (paid January 12) , and then they claimed that we never paid to cancel even though the money came out of the account. And they said those fees were for something else. Then spoke to a manager who insisted that everything was fine and closed out our account properly. He ensured nothing else was owed and provided me a reference number for the transaction. Then we received a email saying we still owed 212$ on February 27th so I called back again and spoke to someone else, turns out *** ********* **** *** nothing was closed out properly and the reference number wasn’t even for anything. They emailed us again on March 7th saying we owed 212$ again. Now they are sending a collection agency after us (email received on April 1st 2025) saying we have not paid $290. But we have fully paid everything to cancel the account.
(Can provide all emails and bank account information if needed)
Business Response
Date: 11/04/2025
Hello,

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

Client
Concerns:
Current
account balance
Explanation
Early
Cancellation Fee
Billing
Adjustments

Investigative
Findings:
When the
account was closed, subsequent payment attempts were made following an
unsuccessful Pre-Authorized Payment for the final bill.
Unfortunately,
these attempts incurred returned payment fees.
The
final bill also included an early cancellation fee, as outlined in the signed
customer agreement.
The
agreement specified that for a 24-month term, an early cancellation fee of $xx
per remaining month (up to a maximum of $xxx, plus applicable taxes) would
apply.

RESOLUTION:
Customer
Rogers’
Office of the President successfully contacted the customer on April 11, 2025
An
apology for the overall customer experience was provided.
We
provided a detailed explanation of our findings, which included a mailed copy
of the signed Residential Agreement outlining the Early Cancellation Fee.
The
revised balance details were also shared verbally and followed up with an email
reply.
Additionally,
we invited the account holder to reach out to our office at their convenience
should they have any further questions or concerns regarding the billing
matter.

Rogers is
appreciative of the opportunity to address this concern
Initial Complaint
Date:31/03/2025
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 was charged penalties when my card was good.
Business Response
Date: 08/04/2025
At Fido, we value the feedback
received from our clients, and would like to thank **** for presenting this matter for review.

Unfortunately, we were unable to
contact the customer by phone or email to further discuss and address this
matter.
Fido is looking forward to the opportunity to address the
customer's concerns at their convenience.
Initial Complaint
Date:18/03/2025
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 activated a win-back plan with Rogers for four wireless lines. The plan included a permanent $30 monthly credit for each line, plus an additional $10 credit per line for seven months to offset activation fees. Unfortunately, Rogers only applied the permanent $30 credit to one line (ending in ****), while the other three lines only received the temporary $10 credit.

Due to this error, my first month and second month's bills total is $707.58, an incorrect amount caused by missing the promised credits. Despite contacting Rogers multiple times, each promise of a callback went unfulfilled.

I am formally disputing the current bill and request immediate application of the $30 monthly credits retroactively to the three affected lines, as originally agreed. Additionally, considering the countless hours wasted on hold and repeated follow-ups without resolution, I request a one-time compensation of $200 for the inconvenience caused.

Thank you for your prompt attention to this matter—I look forward to a timely resolution.
Business Response
Date: 19/03/2025
Hello,
At Rogers, we value our client's feedback and would
like to thank ***** for bringing this matter to our attention.

Client Concerns:
-Adjustment Offers
-Corrections
-Credits
-Explanation

Investigative Findings:
The account holder was provided with a wireless offer
on a single cell phone number in late January 2025. Following this, they
requested the same offer be applied to three additional wireless numbers, which
were previously associated with a non-Rogers provider.
While the port-in request for the three wireless
numbers was successfully completed, the necessary steps to extend the original
offer from the primary number to the additional numbers were inadvertently
missed.
This matter has now been fully addressed, and the
issue is resolved.

RESOLUTION: Customer

Rogers’ Office of the President successfully contacted
the customer on March 19, 2025.

First and foremost an apology for the failed
account adjustments was provided.
The applicable billing revisions along with
goodwill support were appreciated and accepted by the account holder.

Rogers is appreciative of the opportunity to address
and correct this concern.
Initial Complaint
Date:17/03/2025
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 am writing to formally express my dissatisfaction with a recent experience I had at ******** ****** Fido store in Richmond BC, which has resulted in *********** *** ****** charges to my account, as well as concerns regarding the sales representative's conduct.
In February 24,2023, I purchased a new phone from one of your stores. At the time of purchase, the sales representative convinced me to add a protection plan to the purchase, assuring me that she would cancel the protection plan after two months, so that I would not incur any additional charges. Based on her assurance, I agreed to the plan.
However, I was shocked to discover that, rather than being canceled after two months, Fido has continued to charge me for the protection plan for the past 24 months. When I returned to the store to address this issue, the sales representative admitted that it was her fault for not properly communicating with me and failing to follow through on her promise.
**** ********* **** ****** **** ******** *** ***** **************** ******* *** * ***** ********* ** ******** ****** *** ***** ** ********** ** *** ** ********** She misrepresented the terms of the protection plan and led me to believe I would not incur any further charges after the initial two months, which I now see was untrue. **** ** *********** *** ** * ******* * **** ******** *** ******** ******* ** * ********* **** ********* *** ****** ************ *********** *** ************** I am asking Fido to address both the financial aspect of this issue and the ********* sales conduct displayed by the representative. I request a full refund for the protection plan charges that I should never have incurred, and I urge Fido to take appropriate action to ensure such ********** *** ********* practices do not occur again in the future.
Business Response
Date: 21/03/2025
Hello,

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

Client Concerns:
-Customer indicates her
dissatisfaction as a sale representative neglected to fulfill a commitment she
agreed to process, resulting in overcharged on the customer account.
-Customer requested a
refund.

Investigative Findings:
-We reviewed the
customer concerns and apologized for the poor customer experience.
-The customer confirmed
that the issue was addressed by the store manager, a resolution was presented.
-We informed the customer
account information plan and features are detailed in each monthly invoice.
-The Office of the
President presented an offer on March 15th, 2025, which the customer
declined.

Resolution:

Rogers' Office of the
President successfully contacted the customer on March 21, 2025.

-We reviewed the customer
concerns and informed her that any modifications required to her account must
be requested by the account holder either via our care team, chat or in person
at the store.
-We provided a courtesy adjustment
for the inconvenience.

Rogers would like to
thank?the customer for their co-operation in the resolution
of this concern.
Initial Complaint
Date:14/03/2025
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.
In March of 2024, I went to your store on Stevenson, Whitby. I wrote you before that I dealt with one of your staff who had to constantly asked her supervisor to help her and see if she was filling out the forms properly? I told her that I was in hospice for quite some time and had cancelled my subscription with Rogers over 4 years ago. Somehow or other she didn't write out the new address, so no invoices arrived for me in March, April and May. I called up your staff to see why I did not receive an invoice For 3 months? He said my new address was not on record. He said that an invoice would be issued in June, with my new address. Fine. My June invoice was monsterous and included late charges. I'm not the one to be late, your staff made the error and I'm the one paying for it. I sent off a $200. Cheque immediately, trying to compensate for the mistake by your staff. Paying off a huge invoice is unfair, as it wasn't sloppiness on my behalf. I pay over the amount on each invoice, working off the enormous dept That was never any of my doing. Now my television service has been cut off and I can not get to anyone of staff nor can I cancel my Rogers account. I'm told that Rogers has been working on some kind of Problem and I can not get through. How a company that is into communication can not fix an internal problem is beyond the pale?! Days go by and I can not reach a staff member. I'm beginning to think that this is a ploy to hold an account hostage, by blocking off any help. I'm a very tolerant people, but I'm at my wit's end. I'm on disability and stuck at home, after 3 strokes and quadruple bi-pass surgery and one broken knee.
Please look into this matter.
Yours,
********* *****
Business Response
Date: 19/03/2025
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 activated the
Xfinity services in March 2024, she indicated that she did not receive her
invoices for 3 months which lead to a large outstanding balance.
-Customer requested correction
of her invoices.

Investigative Findings:
-We reviewed the
customer concerns and apologized for the any inconveniences as her account was
on online billing and switched to paper billing only on May 11, 2024.
-We adjusted the late
fees and provided a courtesy credit in October 2024.

Resolution:

Rogers' Office of the
President successfully contacted the customer on March 19, 2025

-We confirmed with the customer
that her services were active and provided technical support contact
information, if assistance is ever required.

Rogers would like to
thank?the customer for their co-operation in the resolution
of this concern.
Initial Complaint
Date:13/03/2025
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 been asked by rogers if I wanted to switch to fido. I said sure, as long asxI don't have to do anything. They said no, they would switch me over. We'll they never did, conti ued to charge me from Roger's, but also for Fido for 2 lines, for 3 months. I have been fighting this for months and now have marks on my credit from fido. They recently reduced the amount they want by $300- now only want $200. But my biggest concern is the mark against my credit. Rogers and Fido are the same company, and I faithfully paid Roger's the whole time and there is proof of that. ****** ***** **** *** ******* ** ****** ******** ** *** * ******* **** ******* **** ****
Business Response
Date: 19/03/2025
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 contacted
by Fido on March 18, 2024, an account with 2 lines was activated and an adjustment
was applied in February 2025.
-Customer is requesting correction
of reporting to the Credit Bureaus.

Investigative Findings:
-We reviewed the
customer concerns and account.
-We confirmed Fido
account was activated March 18,2024 with 2 lines and cancelled July 23, 2024.
-Sim cards were
delivered by ***** tracking number ***********.
-Our records indicated
the sim card ending ******************** registered on our network on the line ending
in **** in device imei ending in **** *** ***** ***, which was purchased on
June 20, 2017 via the customer Rogers account. ( Which indicates
the sim cards were indeed delivered.)
-The wireless service
agreement and monthly invoices were sent to the customer email address
We informed you to
cancel an account the account holder must contact us and that the charges on
the account were valid and provided you a courtesy adjustment on February 20,
2025.

Resolution:

Rogers' Office of the
President successfully contacted the customer on March 17, 2025.

-We reviewed the invoices
and waived the late payment fees and suspension fee as a courtesy gesture. And
provided current account balance.
-We informed the
customer taking in consideration the above information; reporting
to the credit bureaus was accurate.

Rogers would like to
thank the customer for their co-operation in the resolution
of this concern.
Customer Answer
Date: 01/04/2025

Complaint: ********

I am rejecting this response because:
They charged me from two separate companies, for the same line. **** * ******** *** ****** they made a mark against my credit. I would like the mark against my credit removed, as I did faithfully pay my bill to Roger's every month.
**** **** **** ****** ** ** *** ***** *** **** **** **** I really don't care which company keeps the funds, I just don't want to pay twice.

Sincerely,

***** *********
Business Response
Date: 03/04/2025
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 contacted by Fido on March 18, 2024, an account with 2 lines was activated and an adjustment was applied in February 2025.
-Customer is requesting correction of reporting to the Credit Bureaus.

Investigative Findings:
-We reviewed the customer concerns and account.
-We confirmed Fido account was activated March 18,2024 with 2 lines and cancelled July 23, 2024.
-Sim cards were delivered by ***** tracking number ***********.
-Our records indicated the sim card ending ******************** registered on our network on the line ending in **** in device imei ending in **** *** ***** ***, which was purchased on June 20, 2017 via the customer Rogers account. ( Which indicates the sim cards were indeed delivered.)
-The wireless service agreement and monthly invoices were sent to the customer email address
-We informed you to cancel an account the account holder must contact us and that the charges on the account were valid and provided you a courtesy adjustment on February 20, 2025.

Resolution:

Rogers' Office of the President successfully contacted the customer on March 17, 2025.

-We reviewed the invoices and waived the late payment fees and suspension fee as a courtesy gesture. And provided current account balance.
-We informed the customer taking in consideration the above information; reporting to the credit bureaus was accurate.

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Business Response
Date: 07/04/2025
Hello,
Please note clarifications were send via email.
Initial Complaint
Date:06/03/2025
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.
On January 15th, I had ********* come to my address to pick up an order and return it to ****. This order contained my laptop that I had to return. At the same time, I was also supposed to return my cellphone to Rogers because my contract has ended. By mistake, I switched up the return labels and my laptop went to Roger's warehouse instead of the cellphone. I was later contacted by **** for an update regarding my return so I called ********* and we found out that it went to Rogers instead on January 16th. I then called Rogers and their customer service department told me that the laptop was there and that I can come get it. I called them a second time and the same customer service is telling me now that they can't help me and that I have to email Rogers. I emailed them because I have a return label that **** has provided me with and needed to return the item back. An advisor called **** reached out to me to let me know that they will for my package. It's been 3 weeks that they are looking for my package that was returned to their warehouse. the person who got the package name is ******* and she signed for the package at 12:02PM. The advisor **** called me today stating that nothing proves that a laptop was there and they can't find it so I asked him then what was there, now he accusing me of lying because they can't find my laptop that was delivered there and confirmed by *********. Now they are saying that they cannot do anything, they can't find the package and that is my lost. This is not fair, I'm not getting explanation, agent was really condescending and I'm stuck here without the laptop that I still need to return to the bank, that is the reason why I'm making this complain.
Business Response
Date: 14/03/2025
At Rogers, we value the feedback received from our clients
and would like to thank **** for presenting this matter for review.
Client Concerns:
-Customer asking to have the computer returned.
-Customer returned a computer to Rogers in error while
intending to return a cellphone device.
Investigative Findings:
-February 18th ,2025 Rogers contacted the customer
to assist with the escalation. .
-Customer claims they mixed up return the labels,
placed Rogers label on the computer, as result the computer was shipped to
Rogers.
-Customer reached out to Rogers a month later to inform
us of the issue and provided the tracking number.
-Rogers opened an investigation to locate the computer.
customer was advised that there is no guarantees as customer contacted us 30
days later.
-February 20th,2025 , Feb 25th,
2025, Feb 28th, 2025 Rogers contacted the customer and advised that
the warehouse team was still working on the case but couldn’t find the computer.
Investigation was still ongoing.
-March 5th, 2025 Rogers contacted the customer
and informed that the computer wasn’t located.
Resolution:
Rogers’ Office of the President successfully contacted
**** March 11th,2025.
Office of the president informed customer that the
computer was not located.
Rogers would like to thank?customer for
their co-operation in the resolution of this concern.
Customer Answer
Date: 14/03/2025

Complaint: ********

I am rejecting this response because: there is no resolution here. I called them on February 13th and they said they had the computer and that I can come pick it up but because I don't live in Toronto I had to call back to try to provide them with a return label. I called a second time and they said they don't have it. ********* confirmed someone by the name of ******* signed for the package on January 16th at 12:02pm. If I sent the wrong package the least they can do is advise they received the wrong item. I even called them when I got an email stating that they didn't receive the cell phone and no one has told me they got the wrong item. So where is the package, was it stolen or did they trow it out?

Sincerely,

**** *******
Business Response
Date: 19/03/2025
At Rogers, we value the
feedback received from our clients and would like to thank **** for presenting
this matter for review.

Client Concerns:
-Customer asking to have the computer returned.
-Customer returned a computer to Rogers in error while intending to return a
cellphone device.

Investigative
Findings:
-February 18th ,2025 Rogers contacted the customer to assist with the
escalation. .
-Customer claims they mixed up return the labels, placed Rogers label on the
computer, as result the computer was shipped to Rogers.
-Customer reached out to Rogers a month later to inform us of the issue and
provided the tracking number.
-Rogers opened an investigation to locate the computer. customer was advised
that there is no guarantees as customer contacted us 30 days later.
-February 20th,2025 , Feb 25th, 2025, Feb 28th, 2025 Rogers contacted the
customer and advised that the warehouse team was still working on the case but
couldn’t find the computer. Investigation was still ongoing.
-March 5th, 2025 Rogers contacted the customer and informed that the computer
wasn’t located.
-We reviewed the
interaction of February 13, 2025 and informed the agent recommended to contact
********* to create a waybill.

Resolution:
Rogers’ Office of the President successfully contacted **** March 19, 2025.

-We reviewed details of
the interaction; we reviewed the waybills numbers provided by the customer.
Office of the president informed customer that the computer was not located.
Customer concluded she
was satisfied with the information provided.

Rogers would like to thank customer for their co-operation in the resolution of
this concern.
Initial Complaint
Date:03/03/2025
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.
Since August 2023, Rogers has been charging me nearly double the rate of its competitor, despite my loyalty to the company for an extended period. I am currently paying CAD 149.15 (including HST) for Rogers' monthly internet service, while ****, its major competitor, is offering the same services for CAD 60.00 plus HST, with no contract required. Rogers, on the other hand, failed to offer a similar deal and instead insisted I sign a two-year contract for a monthly fee of CAD 65.00 plus HST.

I am seeking the BBB's intervention to obtain a store credit of CAD 1,680.00, which represents the overpayment compared to what I would have paid had I chosen ****. Additionally, I request that the price be adjusted to CAD 60.00 plus HST, with no contractual obligation.
Business Response
Date: 07/03/2025
Hello,

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

Client Concerns:
Rogers Xfinity Internet 1.5G-Unlimited and Rogers Xfinity Gateway.
Monthly Fees.
Assistance with lowering the monthly cost.

Investigative Findings:
The account holder is currently being charged in-market monthly rates.
Upon review, 24-month related offers were previously presented to assist with cost - the offers included contractual agreements.
When the account was initially created, a contractual agreement was included.

RESOLUTION: Customer Not Satisfied
Rogers’ Office of the President successfully contacted the customer on March 7, 2025
The account holder shared his concerns with the monthly fees.
The previously suggested account adjustments were declined because of the 24-month agreement.
Our office suggested alternatives with no commitments to assist with 24-month savings - The account holder declined.
We confirmed greater adjustments were available should they agree to accept the details that involve a contractual 24-month agreement.

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: 11/03/2025

Complaint: ********

I am rejecting this response because the monthly rate being offer is CAD71.00 plus HST, on the other hand other provider has offer CAD60.00 plus for same plain.

Sincerely,

******* *****
Business Response
Date: 12/03/2025
Hello,

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

The account holder felt the savings amount was not adequate.
However, it was mentioned that further savings might be available with a
24-month agreement. The account holder is seeking additional discounts without
any commitments, but we clarified that this option is unfortunately not
available.

Rogers appreciates
the opportunity to address this concern and regret that, unfortunately, a
mutually satisfactory resolution could not be reached at this time.
Customer Answer
Date: 12/03/2025

Complaint: ********
Thank you for your proposal and for taking the time to address my concerns. I appreciate the effort to provide a solution and the clarification regarding the potential savings with a 24-month agreement.

However, after careful consideration, I must respectfully decline the offer. The savings proposed are not sufficient to meet my expectations, and I am not in a position to commit to a 24-month agreement at this time. Additionally, another service provider has offered a competitive rate without the requirement of a 24-month commitment, which better aligns with my current needs.

* **** ********** **** ****** *** * ****** ********* ******* ******** ** ***** *********** ******* *** ***** ** ********* ********* **** ******* While I appreciate the efforts made to retain my business, the terms presented do not align with my expectations or needs at this time.

I value the relationship with Rogers and hope there may be future opportunities to revisit the terms or explore alternative solutions.

Thank you again for your time and understanding.

Sincerely,

******* *****
Business Response
Date: 13/03/2025
Good day,

We appreciate *******’s response.

If ******* decides to reevaluate our 24-month commitment offer, we encourage him to reach out to a care agent at his convenience.

Rogers appreciative for the chance to address and review this discount-related matter.

Thank you.
Customer Answer
Date: 20/03/2025

Complaint: ********

After careful consideration, I have decided to move forward with a better option from another service provider that aligns more with my needs.
I value my time and prefer not to engage in further negotiations. I trust you understand my decision and appreciate your understanding.
However, I will still wait for your positive response if you able to match the price being offered from other provider.
Best regards,

******* *****
Business Response
Date: 21/03/2025
Hello,

At Rogers, we
appreciate the feedback we receive from our clients and would like to extend
our gratitude to ******* for bringing this matter to our attention for further review

We understand the account holder's concerns regarding
billing, and we value their perspective.
That said, we believe the shared commitment and
non-commitment rates were as fair and reasonable.

Thank you.

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