Complaints

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

close

Find a Location

Rogers Communications has 22 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rogers Communications

  855 York Mills Rd North York, ON M3B 1Z1

• 

  Rogers Communications Inc.

  2111 Main St # 114 Penticton, BC V2A 6W6

• 

  Rogers Communications Inc.

  1110 6551 No 3 Rd Richmond, BC V6Y 2B6

• 

  Rogers Communications Inc.

  450 W Georgia St Vancouver, BC V5B 1Z3

• 

  Rogers Communications Inc.

  939 2002 Park Royal S West Vancouver, BC V7T 2W4

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:04/12/2023

  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.

  I was shopping for a new cellphone plan on Black Friday and ended up chatting with a Fido representative named YANN. I didn’t want to take their new plan as mine was cheaper than the ones they were offering as I had some discounts applied to my initial plan. These discounts were to expire in February 2024 for the first one and January 2025 for the second.
  
  The discussion went on and the rep told me that if I take their new plan, my discounts would carry over until their initial expiry date.
  
  Everything then made sense, I would pay less than my initial plan and I was happy. We closed the discussion and I received the confirmation email with the details of the new plan.
  To my surprise while reviewing the details, I discovered that they actually removed my existing discounts and thus, the rep totally misinformed me into buying a new plan.
  
  I then proceeded to talk to another rep named SERGE informing them of what happened and was told “sorry, we have a bunch of new reps and they can make mistakes”. This to me was a way to cover their backs as I have a strong feeling he knew that my discounts wouldn’t carry over but wanted to seal the deal for his sales targets as they often do in this field.
  Then SERGE then told me he can’t do anything about it and I would have to talk to a supervisor. As usual, it is very hard to talk to anyone in charge and as I am writing this, I am still on the phone trying to reach someone.
  The only reason I agreed to that new plan was because I was told the active discounts on my actual plan were to carry over to my new one and financially made sense.
  I do have the transcripts of all my conversations with them to prove what was said and promised.

  Business Response

  Date: 05/12/2023

  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 : Reinstate the monthly service discounts
  
  Investigative Findings: The new plan not eligible for monthly service discounts
   
  Rogers’ Office of the President successfully contacted the cx on December 5th and provided the following resolution:
  - Explained that the new plan is not eligible for any monthly service credits
  - Offered an alternate promotional plan for $30/month + 911 fee plus applicable tax with 10 Gb of bonus data for 12 months, cx accepted
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer Answer

  Date: 05/12/2023

  
  
  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:04/12/2023

  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.

  In mid August of this year a door to door sales team came through my neighborhood offering Rogers new ignite internet service with a tv package included. I was reassured several times that I was able to cancel at anytime and more importantly, I was told I had 10 days from the receipt of my Rogers modem and TV box to try the service and compare it with my current one. If I didn't like the service and cancelled within the 10 day period I was assured there would be no charges to me at all and I would just need to send the equipment back. As such I signed up with Rogers and the equipment arrived within the next few days.
  when it arrived I tested the internet. I had the modem connected for less than an hour and never even unboxed the TV box. As the Rogers internet was worse than my current, I called to cancel the same day. I shipped the equipment back via ****** **** as I was instructed by the agent on the phone later that week. After this, in September I received an email saying I owe 139$ as equipment was not returned and I had an outstanding internet fee despite the charges that I was told had been waved. I called and explained this, and I provided them the tracking number for the equipment I shipped. They opened case number ********** to find the equipment and I was told the internet charges were credited so they were not requiring payment. the next day I received an email saying the issue was resolved. To be sure everything was settled I called in and was promised multiple times the account was closed with not outstanding charges. Some time passed and I got another email saying I owe 19$. I called, explained the situation, was first told I had to pay it, then after reviewing the notes on the account they offered to credit it. The agent then said they were unable to credit it but a different department would be able to. I was passed to 3 other departments and then hung up on with no resolution, I've called 2 more times and nobody picks up after waiting over an hour.

  Business Response

  Date: 06/12/2023

  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 : Credit the remaining balance as the account is cancelled
  Investigative Findings: The account is confirmed to have been closed and the charges credited. The balance is $0 
  Rogers’ Office of the President successfully contacted the cx on December 5th and provided the above explanation:
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

• Initial Complaint

  Date:04/12/2023

  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 am writing to submit a complaint about the ongoing account issues I have been experiencing with Rogers Communications. I have been a loyal customer for many years, but the past 3 and a half years have been nothing short of a nightmare.
  
  The trouble began when I switched from one type of service to another. Unfortunately, Rogers neglected to close out my previous account, resulting in two simultaneous accounts for internet services. This confusion led to me receiving notices stating that I owed money and was late on payments. Initially, I found this strange, but I would make payments from my bank accounts without paying much attention to the details.
  
  Eventually, I realized that I not only paid off the old account but also unknowingly continued to make payments on it, while simultaneously paying off my current account. I immediately contacted Rogers and explained the situation, including the fact that I had returned the modem they claimed I hadn't. After speaking with multiple agents over the course of a couple of years, one agent finally acknowledged the mistake and confirmed that they had received the equipment. I thought the issue was resolved.
  
  However, I have recently received a notice from a collection agency stating that I owe $157 and that Rogers still has their equipment. This is baffling because when I log into my Rogers account, it only shows my current account, with the old account closed out. Furthermore, I had a zero balance on my old account at one point, as I had been making unnecessary payments towards it. If anything, Rogers owes me money.
  
  I contacted Rogers again last week, and the representative promised to bring the matter to their manager's attention. However, I have not received any updates from them. Instead, I continue to receive contact from the collection agency, which is now impacting my credit and causing significant distress.
  
  I have attempted to reach out to Rogers' manager but have been unsuccessful in my attempts. This is the first time someone has mentioned escalating the issue to management, but I have yet to hear back from them. Meanwhile, the creditors' constant communication is negatively affecting my credit and causing significant stress.
  
  I kindly request your assistance in resolving this matter swiftly. I have followed the necessary steps by contacting Rogers, explaining the issue, and attempting to reach a resolution. However, the lack of response and the impact on my credit have left me frustrated and concerned.
  
  Thank you for your attention to this matter. I trust that the Better Business Bureau can help facilitate a resolution and bring an end to this distressing situation.

  Business Response

  Date: 06/12/2023

  Hello,

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

  Client Concerns:
  When the account holder activated a new Rogers Ignite
  account, their Connected for Success Account was not terminated.
  At the time, the account holder had other personal matters
  to address, which is why the issue was not escalated in a timely fashion.
  Adjustments were applied, however; they did not include processing
  and late payment fees.

  Investigative Findings:
  Our findings supported the written concerns.
  Previous adjustments were applied, however; the remaining
  balance had since been shared with collections for support.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on December 6, 2023
  Our findings which were in relation to the shared concerns
  were discussed in detail.
  Appreciated adjustments were applied and, the collections
  office will be notified of the account changes.
  Expectations for collections were also provided.

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

• Initial Complaint

  Date:04/12/2023

  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 don’t even know where to start with the nonsense and how disgusted I am in the “ professionalism” of the people representing Rogers as a company! I have many screenshots and recordings of phone calls with all of the complaints since day one from over I would say three maybe four years ago I haven’t made a fuss of it until now as I’ve over, paid and put my account on temporary suspension since May which I was told is $10 a month yet I have screenshots of every month coming in over 150 or 250 $350 then having emails saying I’m getting put into collections after I spoke with somebody from the office of the president and promised me the moon and only gave me was a seashell. I am fed up with playing nice I really don’t escalate this. You guys are making me have no choice as many years ago. I went through the same problem in FIDO and I left it and I still have it in collections. I am not letting it happen this time with you guys now , I will be showing and telling everybody about my experience and posting my screenshots of emails from you guys along with my bills over paid and after cancelling my services still getting bills and screenshots of me returning the equipment and pictures I’ve taken but yet got emails saying I have not returned the equipment and being billed for it then getting emails saying they received one or two pieces of the equipment then being told wait until the next month bill comes in I’m tired of this ****  if this is not rectified, I will be taking other means.

  Business Response

  Date: 05/12/2023

  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 : Credit the balance on the Rogers account due to suspension issue // Seeking assistance towards the Fido account
  
  Investigative Findings: The Rogers account was confirmed having suspension dispute, the equipment was returned and the monthly charges credited. The Fido account received no payments since activation and eventually it was cancelled due to non-payment
   
  Rogers’ Office of the President successfully contacted the cx on December 5th and provided explanation of the above findings and have credited the remaining balance on the Rogers account. The Rogers credit operations team have been updated.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

• Initial Complaint

  Date:04/12/2023

  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.

  A friend of mine, a door to door salesperson for Rogers at the time added all discounts to my account and Rogers staff deleted all options made; it was waiver of installation and a $150 credit lump sum towards my bill. Now Rogers aren’t offering any of the $150 credit due to it not noted on account but they did waive the installation fee. That was the only reason why I switched because the bill amounts were similar to ****.

  Business Response

  Date: 07/12/2023

  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 Ignite services in July 2023, customer claims he was offered free
  activation plus a credit of $150.00.
  -Customer
  requested an adjustment.
  
  Investigative
  Findings:
  -We
  reviewed the customer order and Residential Service Agreement, the account
  interactions
  
  Resolution:
  Customer not satisfied:
  Rogers'
  Office of the President successfully contacted the customer on December 7,
  2023.
  -We
  informed the customer his concerns were addressed by multiple escalations teams
  and informed him the offer was not documented and furthermore there is not such
  offer available.
  
  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: 07/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I expect a credit that was offered by a door to door salesperson of theirs.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 14/12/2023

  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 Ignite services in July 2023, customer claims he was offered free
  activation plus a credit of $150.00.
  -Customer
  requested an adjustment.
  
  Investigative
  Findings:
  -We
  reviewed the customer order and Residential Service Agreement, the account
  interactions
  
  Resolution:
  Customer not satisfied:
  Rogers'
  Office of the President successfully contacted the customer on December 7,
  2023.
  -We
  informed the customer his concerns were addressed by multiple escalations teams
  and informed him the offer was not documented and furthermore there is not such
  offer available.
  
  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: 19/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of the fact the business is saying it’s not on file but the offer stated was verbally given to me. It should not hurt my credit for their mistakes, that’s what irritates me the most, reverse credit effects and I agree to pay the 150 to get this over with.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 27/12/2023

  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 activated
  Ignite services in July 2023, customer claims he was offered free activation
  plus a credit of $150.00.
  -Customer
  requested we update the Credit Bureaus tradelines.
  
  
  Investigative Findings:
  -We reviewed the customer
  order and Residential Service Agreement, the account interactions and confirmed
  the account balance.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  December 27, 2023
  
  -We informed the customer once we received the payment, we will submit a
  request to our Credit Operations Management Office to update the tradelines
  
  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: 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. Just I want all credit transactions related to Rogers to be reversed.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:04/12/2023

  Type:Delivery 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 contracted to bring 4 cell lines to Rogers. They are a package.
  
  I purchased 2 phones including ****** *** *** *****. It took time to identify phones in stock. The phone was shipped with address not completed properly. Imagine said it is common. "34 Ri" of my daughter’s address appeared with rest missing. The SIM is with phone so lines cannot be activated. ********* called on NOV 21st to say shipper needed to update the address as security.
  
  Imagine is not authorized to call. They told my daughter to drive to ********* in a different city to show the order email. The Rogers number given by Imagine after long hold time was wrong Rogers number. Finally reached agent who said he did it.
  
  ********* would not release phone saying Rogers had not contacted them. Loss in gas/time to go to a different city. Over an hour driving each way.
  
  I reached someone on Monday after being on hold for hours. They argued it should be Imagine even though I kept telling them Rogers Warehouse shipped it and Imagine were not allowed to call. I asked to escalate the call. They said I would get a call but none came.
  
  Tuesday the verification team left message saying I needed to call back fast or contract cancelled. I took time off at my cost to do so. They did verification, no attempt to deal with missing phone and SIM.
  
  I called 7 am next day. Rogers agreed I would get an update in 2 days with a resolution identified. I was told phone may be out of stock/unavailable if not redirected before it got to warehouse. Today after another 2-hour hold, I learned this had happened.
  
  On Thursday the President’s office sent email with phone number that without an extension cannot be answered. Email said I was to be contacted in 72 hours but no promise of a resolution. By the time they sent email, Rogers knew warehouse already had the phone back for 2 days and could have re-sent it. No call Friday. Today, I received notice they will charge my credit card.

  Business Response

  Date: 11/12/2023

  
  At Rogers, we value the feedback received from our
  clients, and would like to thank **** for presenting this matter for
  review.  
  
  This customer has also presented his/her concerns for
  consideration through the Commission for complaints for Telecom-television
  services (CCTS).  As such, Rogers will work with the customer through this
  regulatory channel to provide resolution.   

  Customer Answer

  Date: 11/12/2023

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

  It is not certain that all aspects of this complaint will be addressed by the CCTS. The CCTS is an independent body that is not a government regulator there is no excuse for the business not to respond to the BBB.

  The nature of the complaint is not even specific to telecommunications - the business shipped a phone and could not manage to address the package properly, could not communicate with their courier to fix the address in a reasonable time, could not communicate with their own warehouse to flag the package. Then the business could not communicate with the customer, providing an email that is not answered and a phone number that cannot be dialed without an extension that is withheld. the business does not provide its front line people people who answer any of their many phone numbers with this contact information either. This is a communications company that specializes in not being able to communicate with itself, its contracted courier and its customers. Meanwhile it is billing the customer. Surely, this is in the mandate of the BBB.

  This business was so unprofessional as to not even make contact with the customer necessitating having to chase the business for information consuming over 60 hours of time trying to reach them.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 21/12/2023

  At Rogers, we value the
  feedback received from our clients, and would like to thank **** for presenting
  this matter for review.  
  
  Rogers will work with
  the customer through the CCTS to provide resolution and all concerns will
  be reviewed. 

  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.  

  Client
  Concerns:
  Failed Delivery
  for an ordered wireless device
  Access to the
  concerned make and model and have the unit delivered to the preferred address.

  Investigative
  Findings:
  Account
  adjustments were provided for the delivery experience.
  The concerned
  device was shipped, however; returned due to failed delivery – incorrectly labeled
  packaging.

  Resolution -Not Resolved
  Rogers’
  Office of the President successfully contacted the customer on December 27,
  2023
  We recognized
  the noted delivery experience.
  Apologized
  for the failed delivery for a device that was part of Christmas gift.
  We confirmed
  the account holder would not be held responsible for a device that was not
  delivered
  In addition,
  although an account adjustment had been provided for the failed delivery, our offer
  to extend the credit and go to a local
  retail store to place a new order was declined by the account holder .
  
  Rogers is appreciative of the opportunity to address this
  concern and regret that an amicable resolution could not be attained at this
  time.   
  
  Please note this customer has also presented their
  concerns for consideration through the Commission for complaints for
  Telecom-television services (CCTS).  As such, they would like to address
  the matter by way of this regulatory channel for further review.

  
  

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The company made an offer for credits that was insufficient using math that was incorrect. The company provided figures it had billed that were to be corrected that were incorrect. 

  Then the company sent a statement of what it will charge. This included significant increases that had not been agreed to. 

  When I contacted the business about this they declined to get into any detail on both matters and said they would do nothing further.

  I will have to wait for the next bill in order to have a proper record since none of the statements made by Rogers appear to be reliable.

  I ask you to keep this open until I receive documents in writing that are both accurate and sufficient.

  Rogers communications have been horrible and the company does not give straight answers. Further trying to get a resolution from them is near impossible due to their inability to be able to manage their complicated bill accurately or to respond to direct questions.

  This matter should not be considered resolved until I have an invoice that clearly shows that it is.

  I am prepared to provide the original contract, the offer from Rogers that is incomplete, the math they provided that makes no sense, the email that they stated that they would not address this any further.

  I suggest that you keep this open so that the next bill shows what they have really done since they are incapable of giving a straight answer. This is a company seeking to exhaust the consumer in order to get them to give up or so incompetent that it appears that way.

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

  Business Response

  Date: 11/01/2024

  Hello, 
  
  At Rogers, 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). 
  The
  assigned CCTS case manager has since responded to the extended shared issues.

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

  Customer Answer

  Date: 11/01/2024

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

  I have already responded to this letter of theirs and I do not understand why I am being asked to again.

  Rogers refused to clarify anything from the last email sent to them and has stopped communicating.
  They produced math on the bill to produce the credits that was incorrect. They sent a document that they say is not valid but it was a legal document sent after the agreement of December that references part of that agreement but at a higher price
  I ask that you hold on to the file so that I can see the bill of Jan20th or so and report back what has happened since they will not speak to me.
  Their behaviour is absolutely discouraging, exhausting and disgusting. My requests for clarification and for them to meet the agreements made with me have not been unreasonable.
  Thank you
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 25/01/2024

  Good Day, 

  At Rogers, we value
  the feedback received from our clients, and would like to thank **** for
  presenting this matter for review.
  
  This customer has also
  presented his/her concerns for consideration through the Commission for
  complaints for Telecom-television services (CCTS).  As such, Rogers will work with the customer
  through this regulatory channel to provide resolution. 
  
  Please consider this
  matter closed.

  Business Response

  Date: 02/02/2024

  Hello, 

  **** has also presented his concerns with of  the Commission for complaints for
  Telecom-television services (CCTS).  

  As a such, a case manager was assigned for assistance given the account issues that were also shared with the noted regulatory channel.

  Having said that, we encourage **** to continue to work the assigned sources for support.

  Thank you.

  Customer Answer

  Date: 07/02/2024

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

  The business has not resolved the issue and in fact new issues have come up with the same company - this time poor internet repairs. I have internet with ****** and have signal issues from the Rogers line. Rogers has sent people here 6 times refusing to comprehensively resolve the issue despite proof the problem is on their side. They remain unresponsive since the last time I responded to the BBB.

  The third party the business refers to is an industry organization that also has not been able to conclude. There is no reason to disregard the BBB because an industry organization is also reviewing the file.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 07/02/2024

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

  The business has not resolved the issue and in fact new issues have come up with the same company - this time poor internet repairs. I have internet with ****** and have signal issues from the Rogers line. Rogers has sent people here 6 times refusing to comprehensively resolve the issue despite proof the problem is on their side. They remain unresponsive since the last time I responded to the BBB.

  The third party the business refers to is an industry organization that also has not been able to conclude. There is no reason to disregard the BBB because an industry organization is also reviewing the file.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 07/02/2024

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

  The business has not resolved the issue and in fact new issues have come up with the same company - this time poor internet repairs. I have internet with ****** and have signal issues from the Rogers line. Rogers has sent people here 6 times refusing to comprehensively resolve the issue despite proof the problem is on their side. They remain unresponsive since the last time I responded to the BBB.

  The third party the business refers to is an industry organization that also has not been able to conclude. There is no reason to disregard the BBB because an industry organization is also reviewing the file.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 27/02/2024

  Hello, 

  At Rogers, we value the feedback received from our clients, and would
  like to thank **** for presenting this matter for review.
  
  This customer had also presented his/her concerns for consideration
  through the Commission for complaints for Telecom-television services (CCTS).
  As such, should the account holder need further support, we encourage
  them to follow up with the assigned Case Manager for further authorized help.

  Business Response

  Date: 29/02/2024

  At Rogers, we value the feedback received from our clients, and would
  like to thank **** for presenting this matter for review.  
  
  Rogers’ Executive Response team has replied to the customer to the
  customer, the client should file a complaint
  against ****** and not Rogers. 

• Initial Complaint

  Date:01/12/2023

  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.

  I have received a promotional offer from Fri on Black Friday. Promotion was for a ****** ***** * phone for $0 on a 24 month contract. I have accepted the offer and have received a confirmation email which clearly stated "Please wait for the ‘Ready For Pickup' email we'll be sending you before visiting a store".
  Nearly two weeks later i have received another email from Fido saying they are cancelling the order since I haven't picked up the device.
  On a call with customer service I was told the store was out of stock and that's the reason they never sent the ready for pickup email. I was told to go a deal with the store directly. I argued that this is unacceptable since i am a Fido customer and not tied to any specific store. Their internal issues are not my concern.
  After that they sent me to another store saying they have the device and i will be able to pick it up. When i got to the store they told me they don't have the device.
  I called Fido again and asked to escalate this to a manager. Customer rep collected all the info and assured me that manager will contact me within 48 hours to resolve the issue. Three days later and still no call from the company, I have called again and was told by yet another customer rep that manager hasn't called because they don't have this promotion anymore.
  I have been with Fido for nearly 20 years and this experience is really frustrating. I want Fido to honor the offer that i have purchased from them.

  Business Response

  Date: 06/12/2023

  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 ordered a device to be picked up in store.
  -They later received an email informing them the order was cancelled.
  -They are seeking to purchase the device with the same promotion.
  
  Investigative Findings :
  -The order was cancelled due to a lack of inventory.
  
  Resolution :
  Fido’s Office of the President successfully contacted the customer on December
  5, 2023.
  -We located a device at a nearby retail location.
  -The customer purchased the device and a request has been sent to adjust
  the price of the device financing.
  
  Fido would like to thank the customer for their co-operation in the
  resolution of this concern.  

  Customer Answer

  Date: 15/12/2023

  
  
  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:01/12/2023

  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.

  I recently made the decision to switch from Fido to Rogers, and the transition has been fraught with issues. After the Rogers modem was installed on November 22, 2023, there was a mix-up at the store when returning the Fido modem on the 28th. Regrettably, the staff mistakenly disconnected the Rogers service instead of the Fido service, resulting in a complete loss of Internet service at home.
  
  Upon contacting customer care, I was assured that the issue had been corrected and that the service would be restored within an hour. However, this did not happen, and I experienced a prolonged outage until the next morning. Subsequent calls to customer care and technical support proved to be extremely frustrating, with agents transferring me back and forth without resolution. It was disheartening to encounter a lack of accountability, with each agent claiming the issue was not within their purview.
  
  On the 29th, one agent identified that a new modem was being sent instead of utilizing the existing one. Unfortunately, there was no estimated time of arrival (ETA) provided for the resolution. Despite requesting to speak with a supervisor, my attempts were denied, adding to the overall dissatisfaction with the service.
  
  The overall experience with Rogers has been not just bad, but exceedingly challenging. Agents seemed unwilling to take responsibility, offering solutions that provided no real resolution. The lack of transparency, wasted time in communication, and the inconvenience of returning equipment to the store has left me frustrated. It raises concerns about fairness within this service monopoly.

  Business Response

  Date: 04/12/2023

  At Rogers, we value the feedback received from our clients, and would
  like to thank *** *** for presenting this matter for review. 
  
  Client Concerns :
  -The customer activated services with Rogers and requested to cancel
  their services with Fido.
  -The incorrect account was cancelled resulting in a loss of service.
  
  Investigative Findings :
  -The incorrect account was cancelled.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on December
  4, 2023.
  -We apologized for the inconvenience and error.
  -A credit was applied as a gesture of goodwill.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

• Initial Complaint

  Date:01/12/2023

  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 was offered a $5 a month discount for 10 gb more data. I agreed
  Before ending the call they offered me another line for $40 a month. I said I would have to ask my sister if she was interested. They said they could send me a SIM card and if she wasn’t interested we will not be charged if we did not activate the card.
  
  I insisted I would know within 5 days they said the offer is only good on this call as I changed my plan to a less expensive one etc.
  
  I was charged $180 more. On November 22nd I called to complain, they said it was a mistake and will be taken care of in 48 hours.
  
  Today I was changed the extra $180 more than my regular bill. I called in and they said they will gladly reimburse me $60. I reviewed my situation and explained that I was over charged $180 than normal and my bill should be $185 less than it was. They said $60 is the best they can do.
  
  My complaints are pressure sales tactics
  Lying on the call about activation and when I would be charged
  
  Lying about solving the problem.
  
  Not honouring their word and even on the 22nd they said they have a 2 week buyers remorse program that is a full refund that I am eligible for.
  
  So many mistakes and 3 hours of my time total.
  
  Thank you

  Business Response

  Date: 05/12/2023

  Hello,

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

  Client Concerns:
  A phone number creation without confirmation of included details.
  The activation fees.
  Reverse the applied charges.

  Investigative Findings:
  Upon a call review, the account holder had inquired about
  available plans.
  During the discussion, there was mention of a porting option
  to take advantage of an available offer.
  A temporary number, which was found as the concerned number
  was created as per process for a port creation.
  A SIM card was mailed in order to complete the port-out
  process.
  The account holder was pressed for time because of a personal
  matter during the October 24, 2023, interaction.
  Hence why the involved associate missed the opportunity to
  share full billing related details.
  The details themselves were shared in form of a wireless
  agreement to the email address on file on October 24, 2023, once the
  interaction was completed.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on December 5, 2023
  We apologized for the overall service experience and, we
  applied account adjustments to recognize the areas of concern.
  We also advised the tenured account holder that their account
  issues will be used as a teachable experience.

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

• Initial Complaint

  Date:30/11/2023

  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.

  Due to Rogers technical issues (admitted by Rogers) I was double billed several times and for an amount NOT agreed to during contract agreement. This continued for two billing cycles and I paid in full each time until I realized they made an error.
  After SEVERAL hours on the phone trying to rectify, I was instructed to NOT PAY the current bill until the technical issues were resolved....This "resolution" took another month or longer, with more past due notices on every billing cycle.
  
  Obviously concerned regarding negative credit reporting, through Canadian credit watchdogs such as ******* etc., I demanded any negative reports be retracted during their "technical issues"
  
  Rogers refused to look into any reporting done and left the onus on me, at my time and cost to get my own reports and try to go through the tedious process of correcting Rogers lack of concern how they are affecting everyday Consumers.
  
  This has caused me a great deal of STRESS, higher than normal blood pressure as well as time, money, and my impeccable credit rating.
  
  Problems began March 2023 from day of initiating service up to today, Nov 30 2023 with overcharges and double billing.
  
  After being ASSURED the problems were rectified and credits applied, which also took several months and telling me not to pay, the damage was done to my credit whilst Rogers did nothing to rectify false negative reporting.
  
  As recently as today, there was ANOTHER technical issue and overcharged again, with 2 months in arrears. I've been on the phone ANOTHER 2 hours and still, they were not willing to look into the negative reporting, still admitting the technical issues were the cause,
  
  I want this FIXED and I refuse to do their work any longer. They have all the payment history right in front of them, and admit seeing where the delinquent reports were made, and when....but instructing ME to do my own investigation.
  
  How many thousands of consumers have been affected while life goes on for Rogers? ***********

  Business Response

  Date: 08/12/2023

  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 correction in credit bureau from Rogers
  
  Investigative Findings: Missing payments to Rogers for two months
   
  Rogers’ Office of the President successfully contacted the cx on December 6th and explained that it is Rogers responsiblity to report to bureau with accurate payment history and hence the request from Rogers to update the credit file cannot be made
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer Answer

  Date: 10/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The representative I spoke with after trying to reach for 3 days only hindered and angered me further. Still, Rogers is putting the onus on ME to investigate and search through thousands of emails to find the response one kind employee at Rogers took on personally. Rogers is asking me to expose the employee, possibly risking their job, because it's not policy to email clients with follow up.

  However, the payments and schedules were on the screen of Asif, the person now looking into it, yet he still refused to admit, even seeing months of credits and adjustments due to Rogers blatant errors. Including the November 2023 bill, where further months of errors were paid for

  His only response to my questions as to whether or not payments with hundreds of dollars billed in error should be paid blindly and hope too get credited months later....was YES, even though there are errors you are obliged to pay. Basically calling me a liar when told ROGERS EMPLOYEE instructed me to NOT PAY until matter was resolved. NOT MY PROBLEM it takes them months to figure out their job and how to perform it.

  Very unprofessional attitude, telling me it's not rogers problem and I need to prove it. Even if I do, they will not reverse the fraudulent, incorrect credit reporting done automatically through Rogers. Probably too much work. I now have to spend countless hours and days reporting to the credit bureaus associated with this account.

  In the meantime, I'm doing my own due diligence, searching for the correspondence I received from the only HELPFUL I found through hours of telephone calls made during the months of discrepancies. My problem won't be resolved if proof of the instruction to wait for payment until resolved , was verbally over the phone and not through email.

  When I asked why they don't just go through the "recorded calls made to Rogers" I was told it wasn't possible. It SCARES me to think of the thousands of Consumers dealing with Rogers technical issues **** *** ***** ******** ******* *** ****** *** *****.

  In the meantime, I hopefully will locate the emails from the only helpful employee and RELUCTANTLY submit to this representative. I fear this Employee will be reprimanded harshly and unjustly. Especially with the tone in this new rep's voice when he insisted on a name

  In my opinion, it's SO EASY to just review my file, place errors in payments against credits, realize WHY I was credited, admit their incompetence in handling the issue, reverse the fraudulent reporting and move on!! SIMPLE

  However, that said, after my last communication it's plain to see, they don't want to work any harder than they have to, at ALL COSTS do NOT ADMIT to errors and leave the onus on the consumer to prove their innocence....as any good Employee of a law firm or Corporation is told to do

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

  Business Response

  Date: 14/12/2023

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

  Client Concerns: Credit reporting 

  Include desired resolution : Remove lates from reporting 

  Investigative Findings: No lates reported by Rogers to the bureau as of December 1st 

  Rogers’ Office of the President successfully contacted the cx on Dec 14th and provided the above explanation 

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

  Customer Answer

  Date: 19/12/2023

  
  
  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.

  With special thanks to Asif, office of the president.
  
  
  
  Sincerely,
  
  
  
  ****** ********