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.

  1600 4710 Kingsway Burnaby, BC V5H 4W4

• 

  Rogers Communications Inc.

  9325 200 St Langley, BC V1M 3A7

• 

  Rogers Communications Inc.

  2111 Main St # 114 Penticton, BC V2A 6W6

• 

  Rogers Communications Inc.

  450 W Georgia St Vancouver, BC V5B 1Z3

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.

  I was charged an additional $60 on my phone bill for Rogers Roam Like Home despite not using the feature. When I contacted Rogers, they said that the charges were due to missed calls on November 6, 8, 9, and 11. These calls were never answered and I had 0 international call minutes during the billing period but Rogers refused to correct the charges.
  
  Additionally, my bill shows an additional $1.50 for international messaging even though my plan includes unlimited international messaging.
  
  I would like $61.50 for additional Roaming charges removed from my bill.

  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 :
  -The customer has been charged for roaming and text messages sent.
  -They are seeking an adjustment.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on December
  6, 2023.
  -We informed the customer of their plan inclusions and roaming features.
  -An adjustment has been applied as a goodwill gesture.
  
  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 20903865, 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.

  On October 3, 2023 I returned a cell phone that was "leased" through the Rogers Upfront Edge program. The phone was due back to Rogers on Nov 3 so we were 1 month early. The phone was returned to a Rogers store at ***** ****** in Mississauga. We then proceeded to port the cell phone number to **** as we did not get reception with Rogers at our new house.
  
  On my October 3rd bill, there was a charge for $415 for the Upfront Edge charge as if I did not return the phone. So I paid full for the phone and the phone was with Rogers.
  
  On October 7th, I contacted Rogers through chat. The first customer service person said it was because I ported the number. I asked for the issue to be escalated. Jay was the person who it was escalated to. Jay asked me to email him what we got from the store when returning the phone.
  
  We went to the store to get a receipt, and they told us not to worry, we will get a credit on the next bill. He also put "notes" on my file.
  
  On the next bill in November, still no credit. I emailed Jay to follow up on November 7th and again on November 11th. No reply.
  
  I am seeking the return of the upfront edge charge of $415 as the phone was returned to Rogers.

  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 :
  The customer was charged for the Upfront Edge fee and they state they
  have returned the device.
  They are seeking an adjustment.
  
  Investigative Findings :
  The store confirmed the device has been returned.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on December
  1, 2023.
  We confirmed the device has been returned and the charge has been
  reversed.
  
  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:

  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 got Home internet and TV service from Rogers when a sales person knocked on my door in Dec 2022, the service was advertised as Month to Month and after i canceled it in August 2023 i was charged an early cancellation fees.
  They hid he cancellation charge in an email and failed to mention it during the call for cancelling the service and i request that the charges be dropped.

  Business Response

  Date: 04/12/2023

  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 subscribed to home internet and TV in December 2022 and cancelled
  the service in August 2023, was charged Early Cancellation Fees.
  -Customer requested adjustment as he was not informed.
  
  Investigative Findings:
  -We reviewed the account interactions.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  December 4, 2023.
  
  -We informed the customer the Early Cancellation Fees were 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

  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.
  However the confirmation of said adjustment will be reflected in the next invoice( due in about 3 weeks) so as long as they deliver what they promised i am satisfied.
  
  
  
  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.

  Phone #: 6046188207
  
  At the end of 2020, I worked at ******** *****. ******** signed an agreement with Rogers for its employees to join the corporate wireless plan. I joined the plan of three years term for 46.75/month. However, the price increased to 55/month since Sep. 2023. I am not happy with the price and decides to move out after the term expires. They told me I can exit but will charge me $50 for deactivation. I think it's ridiculous as they already charge our Canadians very high price if we compare the fees internationally and they always charge the connection fee when you join. Now, they even want to charge deactivation fee.

  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 :
  -The customer is contesting the cancellation fees after porting out
  their services.
  
  Investigative Findings :
  -The phone number was listed under a corporate account and the customer
  is not listed as an authorized person.  
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on December
  1, 5 and 8, 2023.
  -We informed the customer that they are not listed on the account as an authorized
  person.
  -We provided instructions on how to get added as an authorized contact.
  -Upon following up, the customer has not been added to the account.
  -We informed the customer that for privacy and confidentiality reasons,
  we cannot discuss the matter with them.
  
  As the customer was not satisfied with the offer as presented by Rogers’
  Office of the President, we have informed *** of the
  final stage in our complaints process.? Rogers is appreciative of the opportunity
  to address this concern and regret that an amicable resolution could
  not be attained at this time.  ?  

  Customer Answer

  Date: 08/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 1. I complained about two things. First one is they increased our bill (mine and my wife's) from 104 to 123 from Sep. 2023. Rogers never answered why and neither refunded.

  2. As I don't like the plan, I ported my line to another provider. When they  asked me to contact the account administrator to add me as authorized, I did. But they replied that as my line already moved out, I need my wife to authorize me. My wife sent them an email to authorize me. Then they came back and said my wife didn't have the authorization either. My wife sent an email to  the account administrator to add me then authorize me. We are still waiting for their answer.

  3. I don't understand how and why they put such a ridiculous system in place and then replied with no shame to say I didn't do what's necessary to solve the issue. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 22/12/2023

  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 is contesting
  the cancellation fees after porting out their services.
  -They are disputing the cost change
  of their services.
  
  Investigative Findings :
  -The phone number was listed under a
  corporate account.
  
  Resolution :
  Rogers’ Executive Response Team successfully contacted the customer on December
  20, 2023.
  -The customer was informed that the line is listed under a corporate account
  and the plans and pricing are determined by the company’s signed agreement.
  -They were referred to their company contact for details regarding their
  agreement.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

  Customer Answer

  Date: 22/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company just make excuses to cover that they don't respect agreement and don't respect customers.  I just know I don't want to do anything with Rogers any more. I will port the number out for next pay period. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:29/11/2023

  Type:Product 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.

  My service was cancelled on 11th. September 2023. According to Roger a cheque was mailed on 12th. October 2023. After several calls I was told on 15th. November 2023 that the address was incorrect. I already waited for over a month and now I have to wait 15 days for the cheque to return to Rogers. Then l have to wait another 4 weeks for me to get the cheque. This is totally ridiculous after being with Rogers for nearly three decades. All of a sudden my address is incorrect because they have to refund me my money. For the nearly three decades I am with Rogers I never defaulted on my monthly payments. This is clearly a malicious act because I decided to stop being their subscriber. Thanks for your assistance.

  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:
  A refund cheque for a terminated account.
  Rush Requested
  
  Investigative Findings:
  A cheque was generated October 12, 2023, however; it was not delivered as requested.
  The October cheque was cancelled. 
  A new cheque was created on November 16, 2023.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on November 30, 2023
  The delivery address for the required refund was confirmed.
  We apologized for the overall customer experience.
  We also submit a request for a possible rush order.
  Direct contact information was also provided to ensure the account holder is aware his concerns were fully recognized.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:27/11/2023

  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.

  Hello. I have an account with Fido (Rogers) Account Number: *********.
  
  I cancelled my service with them in the Spring, but they continued to send me a bill. When I inquired as to what it was for, they told me it was for a mobile number that I have never heard of before. I realized then that it must be from the fraud attack I had had on my account a year prior.
  
  I had someone break into my accounts last year and order themselves a phone. I had let Fido know at the time and I thought they had dealt with it then. It turns out that I was wrong and I have been paying for it the whole time.
  
  Now they are chasing me for $275.82 and sent me an email today saying it was my last chance before this is sent to a collector and will affect my credit score.
  
  I have been trying to get in touch with Fido to fix this for at least a month now. I have chatted on their website, as they first requested, but that person told me first that someone from Fraud would be calling me. I waited a few days. No one called me. So I chatted in again and that agent refused to tell me the reason that no one called me and was VERY ***** about it and told me to phone them instead. (I have the chat transcript).
  
  SO, I attempted to call. At LEAST three times. Every single time I was told that the wait would be an hour and a half, and I am trying to work so I can't sit on the phone for that long. I tried the 'call back' service but that is unpredictable and I couldn't answer when they called.
  
  I also tried emailing them. They never answer me. I tried chatting again ont he website and they would say that all they could do was tell me to call again.
  
  I'm down to the wire now. I can't have this affect my credit score as I need to renew my mortgage in 2025. Can you please help me? I just need them to clear this amount, due to the fraud, and back off. I'm willing to drop it otherwise.
  
  Thank you so much, please let me know.
  
  ******** ********.

  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.  
  
  Unfortunately, we were unable to contact the customer to
  further discuss and address this matter.  
  
  Rogers is looking forward to the opportunity to address the customer's
  concerns at their convenience.  

  Customer Answer

  Date: 05/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The Office of the President called me on: November 28th and left a message. I was unable to answer the call as I am working all day and in meetings. I can't answer spontaneous phone calls. They also emailed me to ask me to phone them. I phoned them back on the same day and there was no response so I left a voicemail asking them to please confer with me via email as I cannot answer calls in the middle of the day.

  I called them on November 30th in the morning and there was no response, so I left another voicemail. They called me back (not emailed) on November 30th and left a voicemail saying that they wouldn't confer with me via email and asking me to call them back.

  They called again on Dec 4 and left no voicemail.

  I called them back today, Dec 5th and there was no response so I left a voicemail, again asking them to please email me to at LEAST set a time that we both know we would be available for a phone call. This phone tag is pointless and does NOT mark a sufficient resolution. 

  They refuse to understand that I am a working single mother and cannot just answer every phone cal that comes in during business hours. I do not understand why that is unreasonable in this day and age to ask to confer via email. 

  Thank you, please let me know our next steps.

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

  Business Response

  Date: 12/12/2023

  
  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 is inquiring about their account balance.
  -They believe the amount owing is related to a previous incident of
  fraud.    
  
  Investigative Findings :
  -The remaining balance is unrelated to the previous fraud incident.
  
  Resolution :
  Fido’s Office of the President successfully contacted the customer on December
  12, 2023.
  -We reviewed the charges with the customer and confirmed they are valid.
  -As a gesture of goodwill,  an
  adjustment has been applied to the account.
  
  Fido would like to thank the customer for their co-operation in the
  resolution of this concern.  

  Customer Answer

  Date: 14/12/2023

  
  
  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:20/11/2023

  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.

  I’ve been a customer with Fido for more than 5 years now.
  Recently there is some people calling me trying to sell me products based on the fact that I belong to a certain ethnic group & that means that not only they have my number but they also have my name & all my information.
  This is totally unacceptable … This means that this company is not protecting me & my info & the details of my personal life.
  This is breach of privacy & confidentiality.
  I demand a severe action & punishment.
  These solicitors keep calling me every single day & sometimes more than once.

  Business Response

  Date: 21/11/2023

  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 has been receiving unsolicited phone calls offering
  services.
  -They believe that Fido has shared his information with unauthorized parties.
  
  Resolution :
  Fido’s Office of the President successfully contacted the customer on November
  21, 2023.
  -We informed the customer of our Privacy policy and referred them to our
  website for more details.
  -We suggested they contact the Canadian Anti-Fraud center and register
  to the CRTC National Do Not Call Registry.
  
  Fido would like to thank the customer for their co-operation in the
  resolution of this concern.  

  Customer Answer

  Date: 21/11/2023

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

  The information provided by the person I spoke to was general i formation regarding their privacy policy & referring me to their website which is completely nonsense, there is a difference between having a privacy & Confidentially policy & Applying the policy.

  I believe my personal information was leaked from their end & I believe that my privacy wasn’t respected & my information was given away.

  They must investigate that issue on their end to find out how did this happen instead of calling the customer with a useless approach & a general approach that does not meet my expectations.
  
  
  
  Sincerely,
  
  
  
  ******* ** *****

• Initial Complaint

  Date:20/11/2023

  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 deactivated my FIDO sim while leaving Canada and bought international roaming while out side Canada.
  When I received my bill it shows $167.00 to pay. Bill shows it is call forwarding charges> when I told
  The lady that call was also forwarded to a local number and my plan is unlimited Canada calls.
  
  She transferred me to the manager and manager said your sim was on as such we charged you.
  Before leaving Canada I deactivated my Fido SIM and activate International roaming SIM. That also showed me the uses of total minutes. The reply of the Lady at customer service also differs from Manager.
  I have paid for International roaming at the same time Fido is charging me. I have paid double the amount. Please advise Fido to refund the charges. Thanks

  Business Response

  Date: 21/11/2023

  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 was charged for call forwarding.
  -They are seeking an adjustment.
  
  Investigative Findings :
  -The customer’s plan does not include call forwarding.
  
  Resolution :
  Fido’s Office of the President successfully contacted the customer on November
  21, 2023.
  -We informed the customer that call forwarding is a separate feature and
  it is not included in their plan.
  -As a gesture of goodwill, an adjustment has been applied to their
  account.
  
  Fido would like to thank the customer for their co-operation in the
  resolution of this concern.  

• Initial Complaint

  Date:20/11/2023

  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 Oct 11th 2023, a call was made to Rogers for transferring my **** postpaid phone Account Number: ************** (Phone no. ************ & ************) to Rogers as per email received after the merger of ****. Instead of sending two sim cards, I was sent four sim cards by Rogers. I then filed a complaint with Rogers on Oct 23rd 2023 to rectify the problem as there were three accounts (*********, *********, *********) active under my name.
  Account ********* has my phone no. ************ & ************ listed which should be the only account active while accounts *********, ********* are fake (******** ** ********).
  Call was made again on Nov 18th 2023 to rectify the situation as now a bill has been generated on all three accounts but no resolution has been made so far.
  Please look into this matter at the earliest.
  Thanks
  ****

  Business Response

  Date: 24/11/2023

  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 migrated his wireless services to Rogers; 3 accounts were
  created in the process.
  -Customer requested adjustments.
  
  Investigative Findings:
  -We reviewed the accounts and the charges.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 24, 2023.
  
  -We apologized for the poor customer experience and confirmed the 2-account
  activated in error were cancelled and charges adjusted.  We confirmed feedback will be provided to
  avoid any further inconveniences.
  
  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:17/11/2023

  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.

  This complaint is about FIDO, a subsidiary of Rogers.
  
  In Oct 2022, I purchased a used Samsung S20+ from Fido/Rogers. As I understood it, the phone would cost me $5/month for 24 months. As I was exploring improving my mobile plan in Nov 2023 I discovered two things: 1) my current mobile plan is twice as expensive with half the GB of data than most other plan listed 2) my phone costs $55/month and Fido/Rogers issues a $50 credit every month.
  
  To summarize, Fido sold me a 3 year old used phone for $1400. 13 months later, I'm locked into the worst mobile plan (9GB for $58/month) because I still have a $700 balance on this phone. I feel that FIDO/Rogers swindled me and I'm basically entrapped in their mobile service.
  
  All I want is a competitive mobile plan. When I called and politely explained the situation, FIDO/Rogers refused to move me to their 20GB $36/month plan that is currently advertised. Instead they offered me an extra 3GB month, which I refused but they still went ahead and changed my contract without my consent. After, I continued to express disapproval with the situation they then offered me a one time $20 credit, which I also refused. I feel that they're exploiting the situation for maximum profit.
  
  Given that I'm unlikely to obtain a swift resolution on this, FIDO/Rogers has lost me as a customer (********* **** ** **** ** ****** ** *** ********* ********** **** ***** **** ******* ** ****) and I will be very vocal about this situation on my social networks.

  Business Response

  Date: 23/11/2023

  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 financed a certified pre-owned device in October 2022 and
  wanted to take advantage of a promotional monthly service plan, which he was
  not eligible for.
  -Customer requested adjustment.
  
  Investigative Findings:
  -We reviewed the eligibility and informed the customer about our monthly
  service plan categories (financing versus BYOD).
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 23, 2023.
  
  -We provided the customer a loyalty monthly service plan that better
  suit his needs.
  
  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