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.

  115A 19705 Fraser Hwy Langley, BC V3A 7E9

• 

  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:17/11/2023

  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've been having a high number of internet outages lately and have contacted Fido support repeatedly. I've had multiple technician visits that should have addressed signal issues. Fido also offered to replace the internet modem - which they did. The frequent internet outages persist.
  In a couple of recent chats with Fido(/Rogers) internet tech support, it has become clear that Fido believes the equipement provided (modem) is not adequate and does not provide the quality of service expected for an internet connection stability.
  Below are some of the tech support agent statements:
  - I can see you have the outdated modem, but let me run a few tests
  - Yes! Fido plans only comes with the older modem, we now offer the newer Ignite modems. Let me check the offers for you
  - I understand, but this modem is older, and the last time its been reset was 7 days ago
  - You are correct, but as mentioned this modem is at lease over 10 years old
  I was repeatedly offered the option to "upgrade" to a Rogers Ignite plan stating that it would resolve my connectivity issues. Of course, the plan comes at a higher price tag and with a 24 months term contract.
  At one point, in one of the conversations, the agent confirmed that there is "no term contract" for the offer that that I can "cancel any time", even directing me to ignore the Rogers' website ad and fine prints, only to retract this when I pushed him to send the offer by email so I can read through the details and fine prints.
  I understand that the company is trying to push for the newer packages, however, I still expect that it delivers a reliable internet connection no matter what package I've purchased. I don't believe that an "older" internet package entitles the provider to a sub-optimal service quality. Should the company believe that the "outdated" equipement is the culprit, I expect that the company takes the necessary measures to replace the outdated devices at no additional cost - I'm paying for the device rental.

  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 reported having internet connectivity issues with the modem,
  was offered to migrate to an upgraded internet product at a higher pricing.
  -Customer requested explanation.
  
  Investigative Findings:
  -We reviewed the account, products and pricing,
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 24, 2023.
  
  -We informed customer we renewed his promotional pricing on his services
  and referred him to our Technical Management Team for support and the timeframe.
  
  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.

  in february of 2023 we signed up for a bundle they we’re advertising with a employee in a ***** *****. they next day we called her to cancel it. a week later we got the equipment regardless of my cancellation. i have tried to call roger many times over the past months and i was told i had to pay for it to be sent back to which i refused to do. ive now gotten the parcel sticker to send the equipment back but they are saying i still need to pay a remaining 500 dollars for something ive never used and is still in its original packaging. they made me an account and never gave me the information to access it. they say theyve sent me many emails but ive never received anything and when i got look for them i find nothing. now collections is involved and ********* my girlfriend and i threatening her credit score. were new adults scared our credit will be messed with for something weve never used. we need help

  Business Response

  Date: 28/11/2023

  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.

  Rogers is looking forward to the opportunity to address the
  customer's concerns at their convenience. 

• Initial Complaint

  Date:16/11/2023

  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 16, 2023, I called Rogers Communications to discuss about unsubstantiated charges on my October and November invoices. The charges were a suspension fee but as I pointed out to numerous customer service agents, my services were never actually suspended as I was able to make payments satisfactory to my account.
  During my call with the first agent, when it was apparent that she was unable to assist me, I had requested a manager. She tried her hardest to resolve the issue by being the laision between myself and the supervisor but in the midst of doing so, miscommunication was lost and I was told I was required to pay the full amount which was over $500, which was not due until November 28, 2023. I found this very unreasonable.
  While on hold with this agent, I was hung up. No one attempted to call me back. So I called again, and again I was hung up while on hold. I was getting frustrated as at this time I was on the phone with Rogers for more than 3 hours. So I tried again to have my issue resolved, and again I was hung up on while on hold.
  It is important to note, that I was in my house stationed in one location to ensure that it was not my calls being dropped due to poor signal strength.
  I am resorting to file a complaint through BBB because no one is willing to transfer me to a manager although I have requested it several times.
  Thank you,
  ******* *****

  Business Response

  Date: 20/11/2023

  Hello,

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

  Client
  Concerns:
  Suspension
  Fees
  Dropped Calls
  Billing
  Adjustments

  Investigative
  Findings:
  The recent
  payments were lower than the minimum amounts that were due.
  Balances,
  which were brought forward were subject to late payment fees.
  As outlined in the
  Terms of Service we reserve the right to apply administrative charges to your
  account as a result of collection efforts due to non-payment.
  As this fee is only
  billed when accounts are suspended for non-payment, the account holder can
  avoid this fee altogether by making sure their account is paid in full by the
  required due date.
  The account holder
  can also sign up for automatic payments to make sure their account is always up
  to date.
  We always notify account
  holders in advance of a possible account suspension, so that they have time to
  make the required payment or contact us to discuss alternative arrangements.

  Resolution:
  Rogers’
  Office of the President successfully contacted the customer on November 20,
  2023
  Our suspension
  fee process was verbally shared.
  With respect
  to the dropped call, we recognize the feedback, which was provided by the account
  holder and, it will be used as a teachable experience.
  We have
  since engaged our credit operations team for a payment arrangement to avoid possible
  suspension fees and, late payment fees.
  A reasonable
  account adjustment was also provided.

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

• Initial Complaint

  Date:16/11/2023

  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.

  We tried to get Rogers TV and internet and phone services, multiple technicians attempted but no one was able to connect to modem.
  in the end, they left with our previous providers cords so that we couldnt even go back to them, we were left without any services for a few days, we asked them to return that item and they never.
  we contacted Rogers to cancel our installation we later received a bill but we never had any services from the beginning.
  Never had a hookup to my house or to my phone line, So how can you tell me, Send me a email saying I owe you Money For What I liked to Know, Did you get the complaint form regarding a rogers technical person that came into my Home And Broke a Picture of a wall in Living room with his head, He did not Apologise for breaking the picture.
  We returned the equipment and modems as instructed and they are still charging us for 3 months
  I contacted Rogers yesterday(Nov 9,2023) I requested to be removed from their call list and they said they cant find me in their system, so if i am not in system then how come i keep receiveing calls and bills owing.
  
  please contact me by phone to get more details, but i would like you to get Rogers to remove me from their system, to stop ********** phone calls and remove the bill charges that is not my responsibility
  ***************** ****** ************ 

  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 subscribed to Rogers internet and TV services, then cancelled services
  were never used.
  -Customer requested adjustments
  
  
  Investigative Findings:
  -We reviewed the account and charges and submitted an adjustment request
  to our back office team.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 23, 2023.
  
  -We informed the customer the account was fully 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:16/11/2023

  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'd like to file a complaint against Fido due to consistently poor service, especially during train rides. Upon deciding to switch providers, I was charged over $140, which feels like a complete rip-off.

  Business Response

  Date: 17/11/2023

  Hello,
  
  Ref: BBB Serving Central
  Ontario Complaint #********
  
  At Rogers, we value our
  client's feedback and would like to thank *** *** for bringing this
  matter to our attention.? 
  
  Client Concerns: 
  -Customer transferred his
  services and was charged the financing remaining balance.
  
  Investigative Findings: 
  -We reviewed the terms of
  service and account interactions.
  
  RESOLUTION: Customer Not
  Satisfied: 
  Rogers’ Office of the
  President successfully contacted the customer on November 17, 2023.
  
  -We reviewed the customer service concerns were reviewed and resolved by
  our technical support team in July 2023, no
  further concerns were reported.
  -We reviewed the customer
  charges and informed him as per the terms of services:  the mobile service you subscribed to when you
  purchased your Device is cancelled or transferred, or you downgrade your price
  plan to a non-eligible plan, you must repay your total outstanding device
  payment program balance at the time of that cancellation, transfer or
  downgrade.
  
  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.  ?
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the
  President

• Initial Complaint

  Date:16/11/2023

  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 joined Fido with 2 cellphone lines as part of their 2022 Black Friday promotion in the ******* **** kiosk in BC. They promised they’ll waive the setup fee ($50 each line - overall $100 for the account) and said it could take a few months to receive the refund. I waited a few months and eventually forgot about it. I checked all of my account bills this week and realized they never refunded my the setup fees. I called their customer support and they were unwilling to help, saying there’s no note on my account stating I should receive I refund even though it was part of the 2022 Black Friday deal which was national - and part of the national promotion was the waiving/refunding of the setup fee. I feel lied to and I can’t imagine how many other Canadians are in the same situation as I am.
  I’d like to please ask for your assistance on the matter.
  
  The Fido account details are-
  Account number -
  *********
  Email address - *************@*****.com,
  Phone numbers-
  *** *** **** *** *** **** Joined Nov 27th 2022
  
  Thanks,
  *** ******

  Business Response

  Date: 16/11/2023

  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 stated they were offered the Service Setup fees to be
  waived when they activated their services in November 2022.
  
  Investigative Findings :
  -The promotion was applied on November 29, 2022.
  
  Resolution :
  Fido’s Office of the President successfully contacted the customer on November
  16, 2023.
  -We confirmed the promotion was applied and reflected on the December
  2022 invoice.
  -We reviewed the payments for the applicable period.
  
  Fido would like to thank the customer for their co-operation in the
  resolution of this concern.  

• Initial Complaint

  Date:15/11/2023

  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 have been a Fido customer for two years. Recently I was travelling to India and from there I wanted to make a call to Canada so I signed for Fido roaming. I tried calling a person in canada but the call could not be made because of service provided by Fido (call failed).
  The person I was calling his phone didn't even get a ring and I even tried using my voicemail but I was getting call failed.
  For next 4 days my roaming kept going even though I didn't use it a single time.
  I called them and they said they can only take 3 days off max. I even asked to contact manager and no success as waiting time was 3-4 days or hours. I even mentioned to the support person to not allow roaming on my phone, no matter what. This was in October for Sept-oct useage.
  
  In November, I again got charged with the same $15/day bill for two days. They said if I don't want the charge I should keep it on Airplane mode which means if someone else wants to call even they can't call me.
  
  I have spent hours with their support but they just seems to refuse accepting that their service is so bad and I have to pay or they will send it to collection.
  
  I moved away from Fido 3 years ago due to their service but then customer buy back team convinced me to come back and now here I am again.
  
  
  Total bill, First + Second bill amount ~$142 after spending hours on support but still I feel them charging me for something that is not working is **.
  
  ********* ******** *****

  Business Response

  Date: 20/11/2023

  
  Hello,
  
  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 had service issue abroad and was billed for international roaming.
  -Customer requested billing adjustment.
  
  Investigative Findings:
  -We reviewed the customer usage and informed the customer roaming fee
  applies as soon as one text is sent, a call was made or answered or data was
  used.
  -We also informed the customer Fido is not responsible for the reliability
  of the network used abroad.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on November
  20,2023
  
  -We Informed the customer concerns has been reviewed and an adjustment
  for 3 days of roaming was already provided. We informed the customer how to do
  a manual search of the network when abroad.
  
  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:15/11/2023

  Type:Order 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.

  Bit of a messy issue...I am a fido customer and i asked for a new router, somewhere internally between Fido and Rogers a technician was sent out to do a brand new install instead of a router swap. To my horror they signed me up without my consent for Rogers Internet. I have proof in old chat conversations with reps as No contract was signed, and was not told. And I asked over and over if it was a simple router swap... i have been double billed for 6 months. i have called and spoke to someone in credit operations and they looked into the issue and since have cancelled the service for Rogers Account # ********* they said they were waiting a response from escalations in regards to getting a bill credit applied to my Fido account since i was forced to pay to get my service restored so i can figure out this entire mess. ( Fido rep told me I had to pay the 182.75 to get access again).... Long story short signed up without consent, and double billed. and need refund for my payment for which I didnt consent to service.

  Business Response

  Date: 24/11/2023

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

  Client Concerns:
  When the account holder attempted to address a FIDO related
  service issue, he was advised of the Rogers Ignite platform as an alternative.
  The account holder advised migrating to Rogers from FIDO was
  not convenient at the time of the technical related discussion, which occurred by
  way of a Chat Session.
  The account holder continued to pay his FIDO account assuming
  a device was linked with his Fido plan and not Rogers.
  Account adjustments for a Rogers account which they advised
  was unknowingly created.

  Investigative Findings:
  When the account holder was addressing his FIDO service
  issues, the associate suggested Rogers Ignite.
  The associated advised they would provide the Rogers Services
  at introductory price plan.
  What wasn’t clear with ***** was the support would involve
  terminating the FIDO account.
  A service call was provided in order to complete the
  migration from FIDO to Rogers, however; what was assumed was the provided Rogers
  Ignite Modem would work on the FIDO Platform.
  This is why the account holder continued to pay FIDO.
  During this time, 2x services were active - Rogers and Fido

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on November 17, 2023.
  Once all details were understood, the account holder elected
  to terminate Rogers Ignite and retain FIDO for internet access.
  Adjustments for Rogers Ignite have since been approved.
  Please note that follow up calls will be required to confirm
  the adjustments were recognized in the account.
  Also, once the applicable adjustments are confirmed, we will
  be notifying our credit and collections associates of our findings.

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

• Initial Complaint

  Date:14/11/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 signed a 2 years contract with Roger Smart Home Security, Account #********* in May 2021 and the service never worked except for the first week after installation. They came by a few times and it was consistent failure. Since I had the contract with them and every call to them means 1-2 hours of holding time, I decided to just call them to cancel it once the contract was over with. After many attempts and I was finally connected in August 2023, they said the account was cancelled but they continued charging me the fees. I had to call the credit card company to dispute it. It has been 3 months since the account is cancelled, they do not send the way bill to return equipments. They do not allow us to reply to email to ask for way bill. Whenever they call, they do not have anyone to answer the phone. It is just automated message. Again, the hold time is 1-2 hours each call and they simply hang up after ***** to customers. I need money refunded since contract ends and all "account balance" cancelled since I am waiting for waybill to return equipments.

  Business Response

  Date: 15/11/2023

  Hello, 

  At Rogers, we value the feedback received from our clients, and would
  like to thank ****** presenting this matter for review.
  
  This customer has also presented ****** concerns for consideration through the
  Commission for complaints for Telecom-television services (CCTS).  As
  such, Rogers will work with the customer through this regulatory channel to
  provide resolution. 
  Rogers’ Office of the President successfully contacted ****** on
  November 15, 2023, to confirm the above mentioned.
  
  Please consider this matter closed.

  Thank you,
  

  Customer Answer

  Date: 17/11/2023

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

  1.  They specifically told me, CCTS cannot handle Smart Home Service and thus, I have resolved to complaining with BBB.

  2.  They have repetitively **** on the phone, not delivering any service nor promise.  They even had the nerve to continue charging my credit card after I cancelled the service.

  3.  As of now, I do not have the $518 refund nor cancellation of equipment deposit credit.

  4.  They continue sending me collection notice by mail and phone but never have any live party to answer when I try to speak to them.  Every time I call, it's over an hour hold then they lie, to keep wasting my time.

  5.  I do not accept this complaint to be resolved until they refund the money into my bank and remove the collection effort.  

  6.  I will send back equipment tomorrow and I had to chase them for months just to get a waybill.  This is their way of inflating their account receivable to deceive investors to believe their company is making huge profit.

  
  
  
  Sincerely,
  
  
  
  ****** ***

  Business Response

  Date: 28/11/2023

  Hello,

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

  The account holder has also presented their concerns for consideration
  through the Commission for complaints for Telecom-television services
  (CCTS).  As such, Rogers is committed with working with the customer
  through this regulatory channel to provide resolution.
  

  Rogers’ Office of the President successfully contacted ****** on November 28, 2023.to share this response.

  Thank you.

   

• Initial Complaint

  Date:14/11/2023

  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 transferred my **** account in July 8 2022 that is $10+taxes per month to Rogers Communication as **** sold to Rogers Communication. The contract thereafter should be $10+taxes per month for 2 years. However, Rogers charge me $15+taxes per month unless I sign in for autopay to get $10+taxes per month. I contacted Rogers and the above explanation is what I get. That is why I bring the case to BBB.
  My account number is *********.

  Business Response

  Date: 22/11/2023

  Hello,

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

  Client
  Concerns:
  Missing $5 Automatic Payments Discount 
  Apply the offer.
  Billing Adjustments

  Investigative
  Findings:
  New and existing customers can get a discount of
  $5/monthly when activating a line or, changing a plan to an eligible Infinite
  or non-Infinite plan.
  In order to receive the Rogers related offer, they will
  require signing up for Automatic Payments.
  It may take up to 1 full billing cycle for their first
  pre-authorized payment withdrawal to recognize the offer.
  The details related to the offer are also available
  for review on our website.
  
  Rogers’
  Office of the President successfully contacted the customer by way of email on
  November 15, 2023.
  The results
  of our investigative findings were shared in detail.
  The account
  holder opposed to the needed requirements for the discount offer, which is in
  addition to a previously applied offer.
  Several unsuccessful
  follow up attempts have since been made since the November 15, 2023, email
  interaction to ensure the requirements for the additional $5 APD were
  understood, however; no responses received.

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