Business Profile

Telecommunications

Rogers Communications

Headquarters

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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

1,534 total complaints in the last 3 years.
580 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: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.
Unfortunately, everything has happened over the phone, so I have no way of providing supporting documents. In late September, I spoke with a Rogers representative over the phone about switching to them, from ****, and they sent me a sim card. I was assured that I would be able to complete the account setup, activate the sim card, and port my number after I had received it. I was never told that the sim card was already activated, nor that the billing would start immediately, and I had no way of knowing because they wrote down my email address incorrectly, and I never received any emails from them. I received the sim about two weeks later, but was unable to call Rogers due to personal troubles. Now, two months later, they continuously call me, insisting that I owe $328.44. I continuously inform them, that this does not align with what I was told in the first phone call, but they insist I owe the money regardless.

We have yet to find a resolution because everyone I speak to insists that I still owe them money for a service I was unable to use, and frankly lied to about, and the calls get dropped before it can be properly escalated.
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 due to no usage

Investigative Findings: The line has been ported out, no payments made and usage detected

Rogers’ Office of the President successfully contacted the cx on December 5th and agreed to credit the outstanding balance in full.

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:30/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I lost my phone on 24 th october and i had premium protection on it i was doing **** *** ****** on my other phone the only reason the insurance company is giving me that i did not have Simcard but its my choice i dont want my new phone battery to drain out by charging again and again And the device was return device option now what should i do i am left with nothing i have to pay everymonth and at the end how will i return device
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 : Seeking replacement of the lost/stolen device

Investigative Findings: The device was not being used when the phone was lost/stolen. As per ******** terms and conditions "Protected Device" means the eligible device owned or leased by the customer is actively registered on the Rogers network for which airtime has been logged after enrolment into the Premium device protection plan.

Rogers’ Office of the President successfully contacted the cx on December 5th and provided the following resolution:
- Have explained that Rogers will not be able to overide ******** terms and conditions and can't send the replacement device
- The customer has been advised that if he upgrades to a new device, will be responsible for the full device balance on the current device

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 05/12/2023

Complaint: ********

I am rejecting this response because its intially loss for Me I have to pay for the phone for 2 years which i dont have it and at the end i have to pay upfront **** too i need a solution please i am not rich to afford this

Sincerely,

****** *******
Business Response
Date: 06/12/2023
The charges towards the device are valid based on the terms and service. The customer does not meet the requirement of ******* device replacement, hence since the phone was lost/stolen, the account holder is responsible for the complete charge of the device.
Initial Complaint
Date:30/11/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Roger’s on August 10th 2023 because I had an offer to switch to ***** for a cheaper phone plan, but I gave the curtsey to Rogers to see if they would give me an offer to stay as a customer. They transferred me to the retentions department and they offered me 100gb of data usable in CANADA/US/Mexico. When I got my wireless service agreement, I know that the details of the new agreement didn’t include Mexico on there. I inquired about this, and the agent assured me that Mexico was in fact included, it just didn’t show because it was a “corporate offer” (*** ********). I went to Mexico this month and was charged for 5 days of roaming. I inquired about this, and I was told that my plan never included Mexico on it. I told them that it is what I signed up for and I have written proof confirming that my plan includes it. They comped my roaming charges, however, they said my plan will remain as a Canada/us plan only. Not Mexico. I think that the company needs to give me the Canada/us/mexico coverage for the price I’m already paying because it is what was offered to me initially, then confirmed my an agent after, yet now I suddenly found out that it was never included.
Business Response
Date: 01/12/2023
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 : Honor the plan that was offered to have free roaming to Mexico

Investigative Findings: The information was an error that was provided to the customer. The plan does not include Mexico roaming. The roaming charges incurred have been credited. The customer has the best plan and pricing on the account.

Rogers’ Office of the President successfully contacted the cx on December 1st and provided the following resolution:
- Apologized for the error and advised that there is no way to add Mexico roaming at this plan
- Advised the coachback has been sent to the agent for the error
- Offered to waive the account balance of $67.30 as gesture due to the error, cx accepted

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 01/12/2023

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:30/11/2023
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 a 60 year old woman that recently came from a shelter of two yrs due to Covid and housing issues. I have been sick , had back surgery and hand surgery. I am a diabetic and I also have high anxiety and depression.
I signed up with Roger’s on July 27 th 2023 and was offered and amazing deal.
They did not honour what they premised and I was told because I was breaking the contract with bell which I might add , I owe them because of all this! I was told they would compensate me. Which never happened. I am overwhelmed with calls and emails every single day from Roger’s. This has caused me a great deal of anxiety and stress. I’ve worked hard on building a good credit score and this now has affected me. I asked for my services to be cut off September 28th . I need help to deal with this please. I live on disability due to my health issues. I worked in healthcare for over 25 years and I’m tired of these companies taking every dime we have. I want something done! I am pursuing a lawyer through legal aide for stress and harassment.
I also have not had good service from day 1. Consistently going out, slow and not a good connection.

Thank you!
*** ********
Business Response
Date: 08/12/2023
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.
Unfortunately, we were
unable to contact the customer by phone or email to further discuss
and address this matter.
Rogers is looking forward to
the opportunity to address the customer’s concerns at their convenience.
Christine S.

Attachée | Bureau du Président
Advisor | Office of the
President
Initial Complaint
Date:30/11/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a cell phone and plan from ****** for my mother inlaw who is 86 years old. The provider we went with was Rogers. Part of the reason we went with them is they advertised a 30 day satisfaction guarantee. My mother inlaw unfortunately had a lot of trouble trying to use the phone due to her arthritis in her hands and some shaking. She had trouble hitting the proper buttons. We decided to call Rogers and cancell the plan within the allowed time frame. Rogers agreed to cancell the plan with no charges since it was done under 30 day. They continued to tell me to return the phone that came with the plan to ****** where it was purchased. I returned the phone to ****** and got a refund receipt and a tracking number for the returned phone, which I have provided to Rogers. A few weeks later I received an automated phone call saying I owed them $362.60. I contacted Rogers to find out why I owed this money but the representative was not certain why and that they would forward the issue to the proper department and it could take 4 to 5 days to be resolved. Did not here anything for about a week then I received another automated phone call saying that I owed $362.60 and if not paid would go to collections. Of course I called Rogers again and was told once again that they would look into it and it would be resolved in a few days. Unfortunatelyit was not and I keep getting phone calls and emails now saying that I owe them money. This has been ongoing. Last time I talked to them they said it could take a few months. I'm tired of getting these annoying phone calls and emails that are borderline harassment. All I want is for them to honour their advertised 30 day satisfaction policy. Any help would be appreciated. Thank you in advance
******
Business Response
Date: 01/12/2023
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 charges related to device
Investigative Findings: The account was cancelled within buyer's remorse

Rogers’ Office of the President successfully contacted the cx on December 1st and provided the following resolution:
- Apologized for the error and agreed to credit the charges in full

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 01/12/2023

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:30/11/2023
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.
Rogers Wireless is absolutely horrible with customer care service. I had a cell phone, which I returned via an official ****** **** print out sent by Rogers to me specifically for returns. Once they received the return, in JULY 2023 my bill of $899 was meant to be cleared. By Sept., my account still showed a bill owing. I called and an agent said he cleared it all up- that he saw that the phone had been returned and there should not longer be an issue. It is now NOVEMBER and I got reported to the credit bureau for owing!!!! In September it took me HOURS to get the right agent to speak to, as they often send you to another person, the phone disconnects, or they put you on hold for 30 minutes at a time or longer. Today- I have been on the phone since 9am. It's now almost 2, and again I AM ON HOLD. The last agent I spoke to said she put every detail into my record so that there would be no misunderstandings whatsoever. Because my account is cancelled- you can only speak to certain agents in the credit department, but apparently none of the people answering the phone know how to transfer me to this department. It is BEYOND ridiculous. So now it's almost an hour I have been on hold again. This is nonsense- my bill should have been automatically resolved upon return of the device as I was told in JULY 2023. Never use Rogers services.
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 : To have the balance credited as the phone was returned
Investigative Findings: The charges have been credited

Rogers’ Office of the President successfully contacted the cx on December 1st and have been advised that the charges have been credited. No contact was made with the customer on the phone, however the email was sent as confirmation.

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Initial Complaint
Date:30/11/2023
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.
On the 10th/November, I called in as my contract was done, I inquired about getting the cheaper plan, which included talk, text and data (50 GB). The agent offered me 2 year agreement for $35 if I stayed with Rogers. The plan was starting on 22nd/November, I included my sister plan as well and she changed that one too. When I checked the Rogers app on the 25th and nothing had changed, i called Rogers and i spoke to another agent Saba, who was very **** kept interrupting me when I was trying to explain the situation, he said they attempted to get hold of me, to say the plan that they offered was not available anymore and it was done at the beginning of November. I was on the phone for more than a hour and Saba said he will change my plan to $45 for talk, text and 70GB , until the supervisor call. I never received call back from the supervisor and the Saba promised did not change. I called again, another agent (ID ***********) said Saba never changed my plan, he had written a note on my file that I was very **** customer and just said he was changing the plan but he never did. I want a resolution to this problem, I would like them to stand by what they initially offered me. I do not want a phone without data, which is what they were trying to give me.
Business Response
Date: 04/12/2023
Hello,

REF: BBB Serving Central Ontario
Complaint # 20920766

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

Client Concerns:
-Customer engaged customer service was presented and monthly service
plan offer, which did not reflect on the invoice.
-Customer requested an adjustment.

Investigative Findings:
-We reviewed the account notes and current monthly service plan.

Resolution:

Rogers' Office of the President successfully contacted the customer on
December 4, 2023.

-We informed the customer monthly service plan was added to the account,
offered an extra monthly service credit x 24 months.

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: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.
I have been a dedicated Rogers customer for 16 years, I have two cells phones and two lines with them. I have never defaulted my payments with them. In August, I had an issue with my bill, following a number of calls with Rogers, they were able to give me some significant credits, however do to some misunderstanding and miscommunication from Rogers to myself, in September I received a significant Rogers bill once again. Following more calls to Rogers an employee from the Commissioners Office called me and offered me a $450 credit for the mixup which brought my bill down from $750 to $300 ($100) than my regular bill, so I agreed to pay this amount. The employee mentioned that to avoid this issue again, I should upgrade my plan to Canada Wide calling (this meant I would no longer be charged long-distance for my second line within Canada). I agreed and upgraded on September 26th, 2023. The following day, I paid my bill in full at $310.00.

When the October bill came, I noticed that it was again approx. $700 when it should have been $134.47, since I am done paying for both my devices. In October, I called Rogers again twice, one of the reps looked into the file and said that 1) he saw the $450 credit was applied but that the person that applied it never opened a ticket to the billing centre to update my plan and this is why I keep getting charged for long-distance calls to Canada. 2) He opened a ticket to adjust the plan with the billing centre.. 3) He opened it to let them know to adjust the charges for the device. 4) He opened a ticket for the charge credit and told me all this would take about 4 days to complete and that my bill should be back to normal at $134.47 a month.

On October 25th 2023, I gave a payment of $135.00. The November bill rolls along and they now say that I owe $708.79. So November 09, 2023 I pay Rogers $140.00 (I technically owe them only $134.47) I call Rogers since they are telling me that I have a past due via email/text and the amount of $708 shows on my ********** credit score and not paid. The person tells me that I don't owe this amount and transfers me to the credit department for adjustments, the credit department advises that the bill first needs to be adjusted and then my credit will be adjusted, they update my file and transfer me to the customer care again and then the call is dropped.

Following a few more harassing messages from Rogers to take my time and pay my bill on November 15th, 2023 I called Roger again and the Rep ID/********** tells me that it takes 3 months to make the adjustments on my bill and it should be fine next month.

I keep getting more messages from Rogers to pay my bill, so I messages Rogers via chat Nov 23rd 2023, they are still confused about the situation, I say I need help from hire management, they tell me they will work with their team to adjust the bill and that I will get an update via email from Rogers, we are now November 27th and I am going on vacation and leaving the Country this weekend and I have not received anything from them.

I want the following resolution:

My accounts credited (they technically owe me $6.06 for my overpayment since my bill is so messed up)
I want the note to my credit revoked by Rogers.

Thank you, ***** *** Rogers customer Account: **********
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.
Unfortunately, we were unable make contact with the customer
by phone or email to further discuss and address this matter.
Please note as per the account documentation, the shared concerns appeared to have been addressed shortly after The Better Business Bureau file was created.
Rogers is looking forward to the opportunity to address the
customer's concerns at their convenience.
Customer Answer
Date: 09/12/2023

Complaint: ********

I am rejecting this response because: I am currently in Dominican Republic as started in my original complaint (I don have phone access and not one had tried reaching me via email), returning Monday Dec 11th.
Additionally, although the added charges were fixed, it does not appear that my the negative note to my credit (***** *****) was reversed and Rogers charges me $4.25 for Direct Assistance and $12.51 in late payment charges for my December bill!
1) Rogers owes me for over payment and I should not owe them for direct assistance, I need to be credited for the $4,25.
2) There was and is no late payments on my account and I need to be credited for that, $12.51.
3) Rogers needs to advise ***** ***** (credit agency) that I am not behind on payment (this was not even addressed in the correspondence below.

Sincerely,

***** ***
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.
Unfortunately, we were unable make contact with the customer
by email to further discuss and address this matter.
Please note that phone was not an option as the account
holder advised because they are currently out of country.
Our contact attempts included requests for a preferred contact
number and, to discuss the shared billing concerns which is required in order
to support any form of account adjustments.
Rogers is looking forward to the opportunity to address the
customer's concerns at their convenience.
Customer Answer
Date: 26/12/2023

Complaint: ********

I am rejecting this response because:
When Rogers read my second response, I was back in the Country, I find it hard to believe that they are my cell phone providers ************, and have my email address on hand as part of my account and can not get a hold of me.
BBB does not seam to have any issues, I was the Direct Assistant Charge and late payment charges removed as well as my ********** owed amount removed as soon as possible.

Sincerely,

***** ***
Business Response
Date: 09/01/2024
Hello,
At Rogers, we value the feedback received from our clients,
and would like to thank ***** for
presenting this matter for review.
Client Concerns:
Late Payment Fees
Directory Assistance
Credit Reporting for an overdue balance
Investigative Findings:
A price plan was changed in order to recognize Canada Wide
Long Distance.
The previous plan supported local calling only.
Adjustments were also provided for chargeable calls made outside
of the account holder’s local calling area.
Resolution:
Rogers’ Office of the President successfully contacted the
customer on January 9, 2024
The account holder confirmed the requested support for the
late payment fees and directory assistance had since been addressed to her
satisfaction.
We also confirmed the credit reporting issue which was in
relation to the September 2023 invoice had since been recognized as corrected.
Rogers would like to thank the customer for their
co-operation in the resolution of this concern.
Customer Answer
Date: 10/01/2024

Better Business Bureau:
I simply wanted to add that, the first part of the Rogers response regarding changes to my plan was not a recent effort made by Rogers during this BBB complaint period, this was a separate issue that occurred in August resolved in September, the overcharging issues is what followed and happened after my plan was changed, therefore is not relevant to this complaint.
I simply hope that as stated by Rogers in our phone discussion yesterday (they were to speak with their credit department for them to advise the credit reporting agencies that this was a Rogers error) still stands.

Apart from that, 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:30/11/2023
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.
On November 13th, through Roger's online chat I signed up for mobile and home internet. Home internet was installed November 18th while the mobile phone was activated November 25th. Throughout the process I had been informed my fees had been waived, however, on Friday November 24th, I received a bill for $57.35 ($192 net $135). Upon further conversations with the Rogers rep, I was informed that there was a $50 Preferred Program Enrolment Fee. Upon reviewing the transcript, this fee was never mentioned nor that the amount. In conversations with the rep, this is not waived and could only speak with a department that was closed as there was no notes on file nor could I share the previous transcript with them.

Further, I was also charged $49 for a phone bill that had not even been activated and $55 for internet that was only 6 days old! The service provided is quite disheartening and done in bad faith as no fees were formally disclosed and without addressing this with the rep, would never have been informed. This is pertaining to account number *********.
Business Response
Date: 11/12/2023
Hello,

REF : BBB
Serving Central Ontario Complaint #********

At Rogers,
we value the feedback received from our clients, and would like to ****** 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.
Rogers is
looking forward to the opportunity to address the customer’s concerns at their
convenience.
Christine S.
Attachée | Bureau du Président
Customer Answer
Date: 11/12/2023

Complaint: ********

I am rejecting this response because while I was never able to chat on the phone, email communication to explain the situation was never discussed.

Sincerely,

****** ******
Business Response
Date: 21/12/2023
Hello,

REF :
BBB Serving Central Ontario Complaint #********

At Rogers,
we value the feedback received from our clients, and would like to ****** 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.
Rogers is
looking forward to the opportunity to address the customer’s concerns at their
convenience.

Christine S.

Attachée | Bureau du Président
Advisor |
Office of the President
Customer Answer
Date: 22/12/2023

Complaint: ********

I am rejecting this response as I spoke with Rogers on the morning of December 21st at 10:53am.

Sincerely,

****** ******
Business Response
Date: 29/12/2023
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 a wireless service under the Rogers Preferred
Program and was not aware of the enrollment fees of the Rogers Preferred
Program.
-Previous complaint closed as no contact.

Investigative Findings:
-We engaged the customer on December 21, 2023, we had agreed the customer
would provide the enrollment email confirmation, email was not received
complaint was closed.
-We reviewed the account; the activation offer presented on November 13,
2023.
-We reviewed the November 20, 2023 charges and credits. We confirmed the
set-up fees waiver was applied in double.
-We informed the customer of our terms of service and the terms of the
Rogers Preferred Program.

Resolution:

Rogers' Office of the President successfully contacted the customer on December
29, 2023

-We confirmed the activation offer was applied to the account (including
set-up fee in double), customer was satisfied with the resolution presented.

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:29/11/2023
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.
Cancelled the service via **** on Oct 24, and Rogers intentionally made it difficult on the cancellation request, saying that ****'s port out was incomplete or something which I received no reasonable explanation about. Called and chatted with a few Rogers agents, and after a month (Nov 24 today), Rogers is still charging my account over $100/month for no reason. All modem/gateway/stream have been returned and ****** **** confirmed delivery.

* ***** *** **** ** * **** ** ******** ******
No follow up from Rogers, no one could help, just receiving new bills *** **** *** **** *******.
Business Response
Date: 01/12/2023
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 : Cancel the service and reimburse the monthly service fee
Investigative Findings: Due to the system error, the cancellation was stuck in the system
Rogers’ Office of the President successfully contacted the cx on December 1st and advised customer that the account has been cancelled and have been credited $203 towards two months of service fee

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

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