Complaints

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

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• 

  Rogers Communications

  855 York Mills Rd North York, ON M3B 1Z1

• 

  Rogers Communications Inc.

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

• 

  Rogers Communications Inc.

  9325 200 St Langley, BC V1M 3A7

• 

  Rogers Communications Inc.

  14A 650 W 41 Ave Vancouver, BC V5Z 2M9

• 

  Rogers Communications Inc.

  1110 6551 No 3 Rd Richmond, BC V6Y 2B6

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:29/11/2023

  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.

  Account number: *************
  On October 4th, I have called in Rogers to cancel my Wireless Internet services with them. I requested cancellation for October 8. Rogers agent advised me that I need to return the model within 30 days of cancellation. I was told I can do so via post or just bring it in store. I said okay.
  
  On October 20th I went into the store and returned the equipment, got the receipt and I was told I am good to go.
  
  On November 20th, I get an e-bill from rogers (to a canceled account that I did not use for a month) in the amount the $282.44 and telling me they took the money out already from my card. Balance on that account is $0.
  
  On November 20th. I contact Rogers chat support:
  From the chat I was told that they can not do anything because they do not see the equipment as returned in the system. The supervisor, nor the agent could not help me and just told me to wait a few days for it so sort out and they will credit me back once they see the return.
  
  On November 24th I get a letter from ******** ****** ******** saying Rogers has put me into collections and that I owe them money.
  
  On November 24th, I called Rogers Management team (1-800-575-6678) and was told they are all away for this and next week.
  
  Chronological order of events:
  Oct 4,2023: I called to cancel services with Rogers
  Oct 10. 2023: Services were canceled
  Oct 20, 2023: I return equipment
  Nov 20: I get billed to "unreturned modem"
  Nov 24: I get sent to collections.
  
  The damages:
  Because my credit card was unlawfully charged $282.44 without me know it, this brought my credit card out into overcharge. Not only I was charged $50 by the credit card company, they also charged me interested on the amount. I do not have the money to cover this 282.44, therefore interest keeps going and I am at a risk of getting in trouble with credit card all due to Rogers mistake and inability to solve this simple issue.
  
  The resolution:
  Full refund to my credit card and a cheque of $100 for damages

  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:      
  Include desired resolution : Refund the credit card payment towards the equipment return
  
  Investigative Findings: The charge was repaid to the credit card on Nov 24th
   
  Rogers’ Office of the President successfully contacted the cx on November 30th 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: 04/12/2023

  
  
  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:29/11/2023

  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.

  Porting my plan over to Rogers from **** has been an absolute nightmare. My first bill, had >$300 in credit applied to it. I contacted Rogers three times to try and figure out why it had been applied because I did not want it clawed back if it was an accident. Support could not give me a clear answer but told me not to worry and that they were activation credits applied by the previous agent.
  
  Fast-forward and now my past two bills have had $120 extra charges labeled "Correction Duplicate Credit"
  
  After an hour with support, I was finally given the answer. Apparently there was a "technical glitch" that was "removed at the time of setup of connection" and they are automatically being clawed back from customers now.
  
  So after being told not to worry about it, I am receiving massive charges on every phone bill presumably until the credit is caught up and balance owing is paid. This is absolutely ridiculous. Not once did anyone from support tell me about the issue, I was never contacted by rogers, they simply started charging an extra $120 to my card every month. I should not be paying this after inquiring and being told not to worry about the credits.

  Business Response

  Date: 30/11/2023

  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 payments made due to delayed application of the discount
  
  Investigative Findings: The account was activated in June. The last payment made was in November of $128.28 and all the applicable discounts are on the account
   
  Rogers’ Office of the President successfully contacted the cx on Thursday November 30th and provided the following resolution:
  - Acknowledged customer's concern and offered to credit the $128.28 towards the payments as gesture due to the confusion 
  - Confirmed that the applicable discounts are on the account
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer Answer

  Date: 06/12/2023

  
  
  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: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.

  Asad (working for *****-ROGERS) spontaneuously knock my door. He offered a "super deal" of Rogers Ignite system. He provided his phone number.
  
  I agreed to test the syste,
  The Rogers box came by mid febrary (*** *************).
  The next day I returned without ACTIVATING or connecting the system.
  
  Despite calling back Asa (never responded), Chatting with Rogers, Callingn Rogers Customer service, they keep sending me a bill (and now a collector) for a service that was NEVER ACTIVATED, CONNECTED or USED. I returned the box the following day of receiving using the pre-printed label that was provided. When chatting or calling Rogers, I spent at least 30 min got interupted by medical emergencies. I requested customer service representative to proceed by fixing this issue.
  Documentation is enclosed.
  
  As a physician, I am sick of receiving multiple calls from Rogers collectors when Rogers has NEGLECTED fixing an internal issue.
  
  I am expecting:
  
  1) No more phone calls from ROgers / Rogers designated collector
  2) Fix the balance to ZERO
  3) Correct any debt credit report
  4) Formal apologies from Rogers for NOT being effective in solving this very issue and disturbing clients.

  Business Response

  Date: 30/11/2023

  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 outstanding balance and update the credit bureau
  Investigative Findings: The cancellation request was made in February, 2023
   
  Rogers’ Office of the President successfully contacted the cx on November 30 and informed customer that the charges will be removed within 24-72 hours based on the cancellation request made in February. Once the charges are credited, the Credit Operations team will update bureau that usually takes upto 4-6 weeks.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer Answer

  Date: 30/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will await until the balance is ZERO. 

  I expect NO further calls from ROGERS or the Collector.

  Also expect my credit is not affected at ALL. 

  Rogers wasted my time and interupted my while seeing patients.

  Rogers bussiness practices ARE NOT acceptable. I did took the time to call and customer service is instructed to HOLD the caller until the investigation is DONE>

  Would Rogers compensate me for the hours spent dealing with ROGERS? 

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

  Business Response

  Date: 05/12/2023

  The outstanding balance has been credited in full and the credit operations team have been notified. We apologize for any inconvenience. 

  Customer Answer

  Date: 08/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am expecting my credit records to be cleared and the Collectors STOP ********* me (*** **********) via phone and e-mails interferring my activity as a physicians while caring for emergencies.
  

  Once this is confirmed in writing and made publicly acknoledging Rogers mistake, I would agree to accept your response.

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

  Business Response

  Date: 13/12/2023

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

  Please be advised that the balance is $0. The Rogers credit operations team confirmed that the account was not referred to Bureau during the timeline. The customer has been advised that it usually takes 4-6 weeks to have the information updated.
  

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

  Customer Answer

  Date: 15/12/2023

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

  This is a typical bussiness practice by Rogers. They are aiming for a prompt closure of the complaint, but keept calling me and refused to close the case when I called multiple times before with such a poor customer service. 
  
  Customer service should be instructed to to properly investigate the matter instead of asking clients stay on the call forever or to call back and waiting long time. How many times and calls should customers have to calm Rogers from a prompt resolution. This is a recurrent experience. 
  
  I am waiting for a formal letter of apologies with Rogers commitment to make an action plan to avoid this recurrent issue affecting other customers.
  
  We deserve better.

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

• 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.

  The Account in question is *********, We were part of the **** network, when rogers took over from ****, we were told to get a sim card by Oct 6th,2023, as for my understanding from what i was told everything would go into the account, for the first bill we were charged $203.45, over $160 dollars worth of long distance chargers, when we were with **** the bill with long distance charges were no more then $86 dollars, feels like rogers is ******** us for these higher bills, second, i went into the store and was told nothing can be done about it, i ended up adding $8 dollars long distane fee, Today Nov 23rd,2023 we get another bill after adding long distance package, and the preferred rate is 2.93, i would like a refund in the form of a cheque for these over chargers, if this doesnt get dealt with, this will be going to the court system...not only that, the store also told me plus customer care whatever they are called, i need to go to the store to fix this, the store told me they dont deal with this i have to phone it in, customer service is lacking, LAW SUIT HAS BEEN FILED! also the autopay that was supposed to be on the setup for this account, isnt setup at all, not able to view the bill online either, ***** **** * **** **** * **** ****** **** ** *******

  Business Response

  Date: 30/11/2023

  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: Dispute regarding the international long distance charges and rate
  Investigative Findings: The customer was charged $156 for calling Poland and has now subscribed to the long-distance feature
   
  Rogers’ Office of the President successfully contacted the cx on November 30th and provided the following resolution:
  - Acknowledged customer to have migrated to Rogers 
  - Considering customer's first-time dispute and unawareness of the rate, the charges have been credited in full
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

• 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.

  My Rogers account was hacked and a ******* subscription was added to my MOBILE phone plan. I do not have Rogers TV. Since I never signed up for this service, I never realized it existed on my bill and had not noticed it. On the bill it simple said 'Subscriptions' with an amount, no indication of ******* until I clicked into it. It took my 36 months to actually notice this on my bill when performing a detailed comb through my bill. When I asked Rogers they were only willing to return 3 months of this subscription which was signed up via hacker due to their security neglect. They told me its my fault for not checking my bill sooner. I debated that I would have no idea to check my bill since the same amount it removed each month from direct deposit and it hasn't changed, and furthermore it is not explicit what the 'subscription' even is. I could have assumed it was for mobile services subscription based on the user interface. Needless to say they still did not take any responsibility for the security breach and would not refund me for their mistake. I believe it is their fault for even allowing this subscription to be billed to my account in the first place. They should ultimately be responsible for verifying that I am the authorized user of my account.
  
  They ended up giving me only 9 of the total 35 months that I paid for this hackers ******* account. I believe they should refund me the full amount, or at least more than half of that full amount that I paid because of my account being hacked and not noticing. If you see the bill attached you can easily see how I did not understand that the Subscription was tied to any sort of ******* account, and looks like it is just an extra charge related to my Mobile services. I thought perhaps they were charging me to be subscribed to their mobile services.

  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. 
  
  Client Concerns:
  -******* fees were applied to the customer account; customer does not
  have a subscription with them.
  -Customer requested an adjustment.
  
  Investigative Findings:
  -We completed an investigation; ******* subscription was cancelled, and
  fees were adjusted.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer On December
  8, 2023.
  
  -We confirmed subscription was cancelled and fees adjusted
  
  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:

  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 called into Roger’s to discuss an escalation about one of my charges on my bill. Got connected to Shandy from New Brunswick. The behaviour I was met with was absolutely unacceptable. She screamed at me thru the phone and hung up just for simply inquiring about potential resolution. The conduct to which she handled the call was extremely derogatory and unacceptable. I have reached out to Roger’s on several occasions to discuss the issue at hand with no prevail. If this is how this company treats their customers I encourage all to take your business somewhere else.

  Business Response

  Date: 30/11/2023

  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 tried to active a smartwatch online without success; he activated
  at the store and was promised we would waive the set-up fee.
  -Customer experienced a poor customer experience as he engaged our
  Customer Care team to have set-up fee credited.
  -Customer returned the device and set-up fee was not reversed.
  -Customer requested an explanation.
  
  
  
  Investigative Findings:
  -Customer experience was reviewed by an advisor of the Office of the
  President on November 25, 2023.
  -We apologized for the poor customer experience and provided feedback.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on November
  30, 2023
  
  -We reviewed the account and reversed the set-up fee as device was
  returned.
  
  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: 30/11/2023

  
  
  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.
  
  
  Rogers has reached out to me promptly and resolved the issue at hand in a very efficient matter. It has been an absolute pleasure to deal with the rep that contacted me from the president’s office. Her empathy towards the issue was a breath of fresh air and I command her on going over and above her call of duty to address the matter. 5 stars to her!
  
  Sincerely,
  
  
  
  ***** ******

• 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.

  Dear Better Business Bureau,
  
  I hope this letter finds you well. I am writing to formally lodge a complaint against Rogers Communications Inc. regarding an issue I have encountered with their services.
  
  I recently contacted Rogers and spoke with a customer manager to address concerns related to the termination of my home internet service. The customer manager informed me that I would be required to pay a termination fee of $300 CAD. After a discussion, she agreed to reduce the fee by 50%, and I accepted this compromise.
  
  However, I find it necessary to bring to your attention that I am still being asked to pay $150 CAD, which I believe is unjustifiable. Despite the reduction, I am dissatisfied with the resolution offered by Rogers, as it fails to address the initial misrepresentation of contract terms and the subsequent impact on my service.
  
  During the sign-up process, I was not informed of the contractual obligations, and my explicit request for a trial period was not honored. The resulting contract, unbeknownst to me, extended for two years, causing significant disruptions and inconveniences due to frequent internet disconnections.
  
  While I appreciate the customer manager's effort in reducing the termination fee, I believe the remaining $150 CAD is an undue burden given the circumstances. I have attempted to reach a fair resolution with Rogers directly, but I feel compelled to escalate this matter to the Better Business Bureau for further review and assistance.
  
  I kindly request that the Better Business Bureau investigate this case and mediate a fair resolution. I am seeking the complete waiver of the $150 CAD termination fee in light of the circumstances surrounding the contract and the service disruptions experienced.
  
  Please feel free to contact me at *******@*****.com if you need more information.
  
  Thank you for your attention to this matter, and I appreciate your assistance in resolving this dispute.

  Business Response

  Date: 30/11/2023

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

  Client Concerns:
  Early Cancellation Fee
  Full Adjustment

  Investigative Findings:
  The account holder suggested when the order for Rogers services
  were completed, the in-store associate did not mention details related to the
  ECF.
  When the account was created, details related to the
  24-month agreement were shared by way of the email address on file, which the account holder confirmed they did not fully review.
  The shared finds were also mentioned in an escalated call with
  our management office.
  As a goodwill, an account adjustment, which went towards the
  ECF was applied.

  RESOLUTION: Customer Not Satisfied
  Rogers’ Office of the President successfully contacted the
  customer on November 30, 2023
  The details from our findings were verbally shared.
  In addition to our findings, our office offered an account adjustment
  to reflect to overall customer experience.
  The adjustment was declined.
  As the customer was not satisfied with the offer presented
  by Rogers’ Office of the President, we have informed ****** of the final stage
  in our complaints process.

  Rogers is appreciative of the opportunity to address this
  concern and regret that an amicable resolution could not be attained at this
  time.    

• 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.

  Rogers communications agreed to give me a new phone plan ( it’s even documented by then on my file ) they took all my information and Credit card but when they sent me a copy of the plan they jacked up the price and lowered the useage
  **** *** * ******* **** **** ****** *** **** ** ****** *** .

  Business Response

  Date: 30/11/2023

  Hello,

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

  Customer Request is in relation to an adjustment for a recent plan change.

  Investigative Findings:
  The account holder’s employer supported a preferred rate program.
  The program did not work with revised plan.
  A New 24-month related offer has since been applied w/ monthly adjustments. 
  The offer was accepted; however, there was a difference in cost concern.

  RESOLUTION: Customer Not Satisfied 
  Rogers’ Office of the President successfully contacted the customer on November 30, 2023
  Our findings were shared in detail.
  A reasonable goodwill adjustment to reflect the shared concern was declined. 

  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: 30/11/2023

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

  Tony from Rogers was terrible, he did not offer any reasonable solution and would not honor his companies offer . He was ****** *** clearly in the wrong g role working for the presidents office at Rogers . 
  **** *** ****** ** *** ***** *** *** ********** ****** ******** **** . 
  

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

• 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.

  A representative from Rogers came to my home on August 4, 2023 to offer their home internet services at a reasonable rate which was better than the rate that I was paying at that time. The salesperson assured me that I would have up to 30 days to cancel my service at no charge.
  I agreed to try the service in my home. The following morning the technician arrived to install the equipment and set up my home internet service. Over the course of the next 24 hours, my service (internet coverage) was significantly worse than my previous service and I called to cancel my service with Rogers on August 6, 2023. The person on the phone cancelled my services at no charge and told me that I would receive a postage label with in order to return my equipment.
  The equipment was returned via ****** **** with a tracking number to a processing centre. My account throughout this process was being billed for cost of the equipment which totals $324.63. My account continued to show an outstanding balance of $324.63 and I was receiving calls from the billing department asking for me to pay the outstanding balance. Over the course of several weeks throughout September and October 2023, I had spoken to several representatives of the company and explained that the equipment was returned and I also provided the ****** **** tracking number . I was assured that there is often a lag in the process between receiving the equipment and clearing my account. I was assured that this is normal and that it may take up to 2 weeks to clear my account. I was also assured that I would stop receiving those calls and they stopped calling. I asked for reassurance that my account would be set in order and I was told that there would be no further issue. Since then I have been referred to collections for the oustanding amount of the equipment that was returned via ****** ****. Since then I have spent over 6 hours on hold with Rogers trying to find a resolution but have yet to speak to a manager.

  Business Response

  Date: 07/12/2023

  Hello,

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

  Client Concerns:
  Charged for Unreturned Equipment
  Reverse Concerned Fees
  Advise Collections of the issue

  Investigative Findings:
  The concerned equipment was returned.
  The issue was in relation logistics.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on December 7, 2023.
  The concerned equipment have since been confirmed as
  returned.
  The applicable adjustments verbally confirmed with the account
  holder.
  The engaged collections associates were notified of our findings,
  account adjustments and provided support.
  An apology was granted for the overall customer experience.

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

• 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.

  Hello,
  
  In January 2023 I cancelled my services with Rogers and moved to a competitor. (confirmation number is: **********)
  
  In January I then returned the only piece of equipment I had with ****** **** (tracking : ****************)
  
  On January 19th I received a confirmation from Rogers that the equipment was delivered (Ignite WiFi Gateway (XB6) Serial Number: ****************).
  
  On my statement I had a credit of $24.42 (end date Jan 16)
  
  On February 16 ( next statement) I got a charge for
  $124.29 (includes tax) for one time charge of tv box not returned. I did not have a tv box, and as per above the only equipment I had was confirmed delivered.
  
  At this point I was charged an additional $85.40 (+ they used my credit) to pay for this fee. Which was automatically charged.
  
  I have been communicating with Rogers since February via chat and phone, they have confirmed they did indeed receive all equipment ("Upon further investigation, we have discovered that the hardware in question was removed on 09.17.2019 and there are no unreturned equipment charges on your account. Important Message Regarding Your Rogers Equipment Return Inquiry [********* (Do Not Reply))"
  
  I have not been provided payment as of today Nov 22,2023.
  
  Also, my account is considered closed I would appreciate payment back to the credit card or by check to home home address.
  
  Thank you,
  *****

  Business Response

  Date: 30/11/2023

  Hello,

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

  Client Concerns:
  Charged for an unreturned TV Box
  They advised they did not have any recent cable account that
  would involve a TV Box
  An account adjustment to reflect the charges.

  
  Investigative Findings:
  The concerned equipment itself was confirmed as returned.
  The charged fee for the un-returned box was not applied at
  the time the box was confirmed as returned.
  This resulted in an account charge.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on November 30, 2023
  Our findings were shared in detail.
  In addition to this matter, the charged fee for the unreturned
  TV Box will be adjusted in form an applicable refund within 24 to 48 business hours..
  We also apologized for the overall experience.

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