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.

  1316 2929 Barnet Hwy Port Coquitlam, BC V3B 5R5

• 

  Rogers Communications Inc.

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

• 

  Rogers Communications Inc.

  2695 Guildford Town Centre Surrey, BC V3R 7C1

• 

  Rogers Communications Inc.

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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 got an offer from ROGERS(a flyer for my building) and it says free installation. I called the number on the flyer and confirmed the offer is free set up. We arranged the setup and I waited for 2 billing cycles. No credit applied. I contacted their customer service, but they denied the free setup and asked me to bring the flyer to the store and let the store confirm. The store confirmed and made notes as follows:(I took a photo)
  [-******** : External: Retail agent accessed customer's account in OneView from 5SP.
  Employee Id: ******** Agent Name. ****** ******** Store Name: **** * ******* *******/-||-(sa: UTE Rogers Retail:
  SpokeTo: ** **** Reason for visit: activation fee credit waiver Offers: activation fee credit (as per the flyer ) Free courier and janite express setup fee waived Solutions: cx was supposed to be getting the activation fee waiver which she got charged of called ox service they asked cx to bring the flyer into the store and show it to the store rep and put the notes in about the flyer promotion Next Steps: c will call customer service to get the activation fee waiver/-/
  
  I called customer service again and they confirmed credit will be applied and will show in 3-4 business days. However, when I contacted them today, they said the credit was canceled and would not be applied further because of insufficient evidence. I asked what insufficient evidence meant, they said the store only noted I brought the flyer to the store…. However I have the evidence, the store clearly stated I have a free setup.

  Business Response

  Date: 16/11/2023

  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 received an offer with free Express set up fee a value of
  $39.00, offer was not applied to her account
  -Customer requested an adjustment.
  
  Investigative Findings:
  -Reviewed the account and confirmed set up fees of $39.00 were applied to
  the account.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 16, 2023.
  
  -We reviewed the offer with the customer and apologized as the offer was
  not applied, we submitted a request to adjust the Express set up fee and
  informed the customer of 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

  Customer Answer

  Date: 22/11/2023

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

  It has been over 96 business hours after they contacted me, and I have yet to receive the promised $39+tax credit. Initially, I was informed that the setup fee was free, only to later discover that sending a technician to set up the model incurred additional charges, leading to a mistake on Rogers' part and an unexpected charge of over $150. The need to repeatedly contact them for a refund has become exhausting. 

  
  
  
  Sincerely,
  
  
  
  ** ****

  Business Response

  Date: 05/12/2023

  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 received an offer with free Express set up fee a value of
  $39.00, offer was not applied to her account
  -Customer requested an adjustment.
  
  Investigative Findings:
  -Reviewed the account and confirmed set up fees of $39.00 were applied
  to the account.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on December
  5, 2023
  
  -We confirmed the credit was applied to the account and is reflecting on
  the November invoice.
  
  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:14/11/2023

  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.

  In January of 2023, I purchased wifi from Rogers. When I purchased, I was going for a work-term in a different city so I only needed 4 months. The employee who sold me the router and wifi told me that there is absolutely "no early cancellation fee." In August I found out they charged me for early cancellation and an equipment charge for the router. I called and they said both charges would be retracted if I mail in the router. Its now November and I have called multiple times but they wont retract the charges. Its now gotten to a point where Ill hop in a phone queue and theyll transfer me over when I explain my issue, and tell me there is "no wait time" but no one will answer on the other end after I'm transferred. I even tried their online live chat, but when I got to the front of the queue, I was transferred with no one telling me anything at all, and then sent to the back of the queue. They have a third party collections agency and they do not have all of these details (because they are a third party) and if they ping my credit, it will be on the fault of Rogers.

  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 subscribed to internet service in January 2023 and cancelled
  the service in June 2023.  Customer was
  charged for early cancellation fees and unreturned equipment.
  -Customer requested adjustments
  
  Investigative Findings:
  -We reviewed the account and charges; we confirmed equipment was
  returned and adjusted charges (early cancellation fees and unreturned
  equipment).
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 20, 2023.
  
  -We confirmed equipment was returned and charges was adjusted
  (adjustment will reflect on the next invoice). We also adjusted the early
  cancellation fees.  A request will be
  submitted to our Credit Operations Management Office to update the tradelines
  with the Credit Bureaus.
  
  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: 02/12/2023

  
  
  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: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.

  Earlier this year, I purchased a phone for approximately $1500 to be paid over a two year period with my wireless plan. I dropped the phone and the screen cracked. The cost to repair the screen is $500. I asked Rogers if I can finance a new phone, as the current one is not worth fixing for that price. They will not let me finance a new phone, unless I buy out the other phone in its entirety at over $1100 paid in full. If I cancel the monthly services and switch providers, they will not let me continue financing my phone and have ********** to send me to a collection agency if I do not pay for the balance of the phone immediately. All I want is a working phone that I can pay for monthly. The person on the phone kept me waiting for almost two hours, with zero resolution, was extremely ****, ********* me, then hung up on me and cancelled my phone service. I had to call back to reactivate, and have no choice now other than to continue paying for a broken phone and using them as a provider. I have been a loyal customer of them for over 20 years.

  Business Response

  Date: 15/11/2023

  Hello,

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

  Client Concerns:
  Support for a damaged wireless
  device – Cracked Screen
  Wireless agreement adjustments
  Assist with upgrading to a new wireless device while
  maintaining the agreement for the damaged device for the remaining
  contract related months.

  Investigative Findings:
  The damage itself was confirmed as accidental.
  The offered device protection plan was not accepted at the
  time of the recent hardware upgrade
  Tenured user
  
  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on November 15, 2023.
  The details related to the wireless agreement that was provided
  by way of the email address on file in April 2023 was reiterated – specifically
  the device protection plan.
  Although we could not confirm the extent of the damage, we
  provided an account adjustment to assist with the repair itself.
  Tenure was also taken into consideration.
  
  Rogers would like to thank the customer for their
  co-operation in the resolution of this concern.

• Initial Complaint

  Date:13/11/2023

  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.

  We signed up with Rogers for new service while in the US. They mailed sim cards which were sent to the US, misplaced by ****** ****. When I arrived in Canada a week ago, I went to the Rogers store at **** ***** **** ******* Mississauga. They turned me away, could not find my account with my name, email address nor my phone numbers
  Rogers had assigned temporary numbers to those sim cards I never got, never activated, never attached to any phone IMEI.
  Now they send me a bill for $550 and their representative Daniel from Quebec has the nerve to say they would report this to the credit bureau.
  I would like to report Rogers for ***** and their quebec rep daniel ************ for *******

  Business Response

  Date: 17/11/2023

  Hello,

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

  Client
  Concerns:
  The account
  holder had an account created on October 8, 2023.
  Challenges
  with receiving SIM cards to complete the activation.
  Account
  Adjustments for no usage
  

  Investigative
  Findings:
  The challenged
  with providing SIM Cards for access was preferred delivery location which was
  outside of Canada.
  Alternatives
  for delivery failed.
  The account
  was terminated shortly after the 30-day buyer’s remorse window.
  

  Resolution:
  Rogers’
  Office of the President successfully contacted *** on November 17, 2023
  SIM card
  deliveries were explained in detail.
  Our collections
  associates have since been advised of the account changes and termination.
  Current and Pending adjustments applied to
  recognize No Usage Found were provided.
  

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

  Customer Answer

  Date: 19/11/2023

  
  
  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:13/11/2023

  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.

  In February of 2023 a door to door sales man provided some pricing details about home cable and internet services. We wanted more pricing information so we gave an email contact but was mistakenly signed up for home cable/internet service. Equipment was shipped to our home. We did not open the box and immediately contacted Rogers (well within the 10 day cancellation window) to cancel the service and return the equipment. We were provided a return postage number and the return was completed the same day (early February). In May 2023 we began receiving emails of a balance of $169.64 owing on our account for services we never used or wanted and were assured it been cancelled. We contacted Rogers again and spoke with a representative and was assured this would be cancelled and cleared off our account. Again in July 2023 we began receiving bills with the same outstanding balance. Again we contacted Rogers and were assured the charges were cleared from the closed account and there had been an internal problem on their end. On November 10, 2023 we were notified the charge had been sent for collections and are now being ******** by a collections agency. On November 11, 2023 we contacted Rogers again and were connected with a manager who indicated she could see the error in their system where closure of the account triggered their automated system to continue billing and once again could not close the error herself. This is the third time we have been told the problem will be resolved and the first time we have seen our case escalated to the Office of the President. We have been provided a reference number and are now waiting on further follow up. We are frustrated with the poor response to a simple problem and the financial implications for this being put to collections make this error egregious. This has been a complete nightmare!

  Business Response

  Date: 16/11/2023

  Hello,
  
  REF:  BBB Serving Central Ontario
  Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would
  like to for presenting this matter
  for review. 
  
  Client Concerns:
  -Customer was signed up for cable and internet services in error,
  account was cancelled, and charges reversed, however monthly invoices were received.
  -Customer requested an explanation, adjustment of the account and
  correction of Credit Bureau reporting.
  
  Investigative Findings:
  -We reviewed the account and the monthly invoices.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 16, 2023.
  
  -We informed the customer a duplicate charge was applied to the account
  in July 2023, we apologized for the error and reversed the charge.
  -We confirmed the account balance and informed the customer a request
  will be submitted to correct the tradelines.
  
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern.
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

  Customer Answer

  Date: 16/11/2023

  
  
  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:13/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a location 1.5 hours sw of Toronto. There is no Wi-Fi here . I rely on my ****** for all communication. Upon purchase I was unable to use my **** LTE service. Others individuals here were accessing Rogers 5G. I contacted Rogers who informed me that I would require 5G and need to upgrade to an ****** **. In Aug. I received the ****** **. Within 2 weeks I contacted Rogers and advised them that I was unable to get cell service, to access Internet, my home security system, etc. The tower Is 4km away . The rep I was to look into & get back to me. I then was out of the country until Sept. 11 but checked my messages and received nothing. Upon return I contacted Rogers and advised them I still could not get service 90% of the time at my location. Through Sept. and Oct. I was on the phone with Roger numerous times troubleshooting the same things over and over. Every time I contacted them, they would have me try something else even though I told them it’s the phones reception.
  They even sent me another ****** ** which I took into 2 Rogers stores but they were unable to transfer the data due to an issue with the phone and told me to return it. Which I did. I contacted *****, who told me that the ****** ** does not get good reception to upgrade. I contacted Rogers again.. This time they told me to send back the ****** ** to Rogers and be without a phone so they could look at the phone. How absurd! Finally I desperately pleaded again to return the ** and upgrade so I could get cell service . Rogers rudely told me that I was past the 1 month return. I explained that if Rogers had not made me troubleshoot for over 2 months and replaced the phone like I originally requested, I would not be over the 1 month and I would not be in the predicament where I am unable to have cell service. Once again, there’s no Wi-Fi here. Even a Rogers rep told me there was a problem with the ****** **s. So they knew the problem was the phone they just didn’t want to react.

  Business Response

  Date: 14/11/2023

  Hello,

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

  Client Concerns:
  Service issues when accessing their wireless device at 2nd home.
  Replacement.
  Adjustment for service issues.

  Investigative Findings:
  There are no current service issues that are associated with the account holder’s billing address.
  No current faults found with towers that are located near the account holder’s 2nd home, however; the top 10 locations are approximately 3.5k to 18k away from the concerned location.

  RESOLUTION: Customer Not Satisfied 
  Rogers’ Office of the President successfully contacted the customer on November 14, 2023.
  The account holder was advised there are no service issues found near/or around the billing address which is linked to the wireless agreement.
  The account holder confirmed there were no issues with signal at the second home at the time of our call discussion, but they suggested that may change.
  Although no faults were found, we provided an account adjustment for the mentioned service experience – support for a newer model replacement was not granted. 
  As the customer was not satisfied with not being granted an upgraded device 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: 27/11/2023

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

  This Issue still has not been resolved. The individual who contacted me did not even read the file, nor  familiar with my file and could care less that I was deceived by Rogers. Even though ***** confirmed that it was the ******. he proceeded to tell me it was not the phone. Even after I explained to him his technical support people told me it was the phone, he told me it was not the phone. All this without even reading my file. He offered to pay 1 month phone bill however this does not resolve the issue because I still do not get cell service with the phone they recommended and sold me.  am on a monthly plan iwith Rogers and iif returned and upgraded I would still be on a monthly plan would be with Rogers he would not replace the phone even after I explained the issues, the long hours on the phone with Rogers  that Rogers knew of the problem within 1 month of receiving And deliberately delayed me so I was unable to return the phone. 

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

  Business Response

  Date: 28/11/2023

  Hello,
  
  At Rogers, we value our client's feedback and would like to thank ********* for bringing this matter to our attention. 
  
  Client Concerns:
  Replacement support for a newer model wireless device due to recent technical related experience.
  Signal issues at the account holder’s second property
  
  Investigative Findings:
  The top 10 tower locations in/or around the account holder’s second property varies from 3.534k to 18.319k
  There are no issues with access when using the service at the billing address which is associated with the device agreement.
  The top 10 tower locations in/or around the account holder’s billing address varies from 0.431k to 3.243k 
  Please note if a replacement is required for customers device, it is currently under a 1-year warranty, however; the warranty would not support a replacement for a newer model.
  
  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:13/11/2023

  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 recently switched to **** from Rogers, the reason being Rogers poor internet system was disrupting my business and my wife's ability to work from home using **** etc... After several visits from Rogers techs, replacing all the equipment, adding a new line and returning again for poor internet service the issues were not resolved and I was told by the tech every other house on the street has a poor signal. Between the poor signal and service interruptions this was very disruptive. 2 months prior, I called Rogers to try to get a better rate, they put me on a contract, saving me maybe $20/mth., I was not informed if you cancelled there would be a cancellation fee, the statement of these facts was in the agreement they sent after giving me the offer.
  I cancelled my contract with Rogers and have contacted them to remove a $420 charge on my final bill and requested to speak with a supervisor. They claim the supervisors are busy and have said they would call back, they have not called and I have contacted them again. I believe they breached there contract for not providing a service so I feel this charge is excessive and deceptive.

  Business Response

  Date: 16/11/2023

  Hello,
  
  REF:  BBB Serving Central Ontario
  Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would
  like to thank Chris for presenting this matter for review. 
  
  Client Concerns:
  -Customer cancelled his internet service on October 28, 2023 and was
  charged early cancellation fees.
  -Customer requested an adjustment
  
  Investigative Findings:
  -We reviewed the service agreement dated August 26, 2023, the October and
  November invoices and usage on the account.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 16, 2023.
  
  -We informed customer monthly service fees were adjusted in proration on
  the November invoice and provided an adjustment of the remaining monthly
  service fees as there was no usage on the account for the period ending October
  4, 2023.
  
  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: 16/11/2023

  
  
  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:10/11/2023

  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 am writing to express my deep disappointment and frustration regarding the recent overcharging on my account. Here are my account details for your reference: [*********].
  
  I was shocked to discover that I was billed an exorbitant amount of $261 for exceeding my long-distance calling limit by 100-150 minutes. What baffles me is that Rogers offers a plan with 1000 free long-distance calling minutes to India for just $55. This stark contrast in pricing raises an important question: why didn't Rogers notify me when I was about to exceed my 1000 free minutes?
  
  Rogers is proactive in sending text alerts for various purposes, such as notifying customers about their bill readiness and data usage. However, it seems that there is a significant oversight when it comes to alerting customers about approaching their 1000 free long-distance minutes limit.
  
  I reached out to Rogers customer support seeking clarification on these charges, only to be told that the charges were correct. It is disheartening that a company of your stature, which offers a plan with 50 GB of data, unlimited calling within Canada, and 1000 free long-distance minutes for just $55, cannot provide a simple text alert to remind customers to top up for additional minutes.
  
  In addition, I must highlight that I have already paid $62.15 in regular charges for the month of November 2023, which is the same as the bills I received for September and October 2023. These consistent regular charges, coupled with the unexpected overcharges, have left me deeply unsatisfied and seeking justice.
  
  This lack of transparency and customer care is extremely disappointing. I feel compelled to escalate this matter to the relevant regulatory bureau to address the overcharging issue and ensure that other customers do not face the same unjustified charges in the future.
  
  I urge Rogers to take immediate action to rectify this situation and improve its communication with customers. Clear and timely alerts about reaching usage limits are essential to ensuring a positive customer experience.

  Business Response

  Date: 13/11/2023

  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 exceed usage of his 1000 minutes international long distance
  and was concerned he was not notified.
  -Customer requested an adjustment.
  
  Investigative Findings:
  -We reviewed the account usage and international rates.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 13, 2023.
  
  -We informed the customer as a courtesy gesture we adjusted the regular
  long distance usage rates to the preferred rates available.
  
  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: 13/11/2023

  
  
  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:08/11/2023

  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.

  Hi,
  It’s a long problem, as you can see there were a number of charges added to my Roger’s account over a period of time, during this time. I spent 15 plus hours on the phone with Roger’s trying to figure out where they were coming from. To the point I thought someone had fraud me and I had to change all my banking info from the email Roger’s had on file because they couldn’t tell me where the orders were coming from and I wasn’t sure if someone had hacked me or what not so I had to get a new email. They sent a tech out with a new modem. They were sending it ti their background team then a “fraud” them and then another lady was going to escalate it because nothing was being done about. She also said there would be a credit submitted and now they are telling me after me receiving disconnect notices they the credit is declined but I had to call again to find out. And apparently now these orders came from my bedroom tv box from 3 a.m. All I want is a credit. This is been nothing but stress, lead to believe I’ve been hacked, stressing and changing everything I that was associated with that email. I just want the credit so I can cancel. It’s been a night mare. If you need anymore info I have saved all emails and I have case numbers at home that I can supply. I’m currently at work. Thank you

  Business Response

  Date: 16/11/2023

  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 was billed for channel package orders she did not request.
  -Customer requested adjustment.
  
  Investigative Findings:
  -We reviewed the orders and confirmed orders were placed via her
  equipment.
  -All the orders were cancelled, and charges were adjusted in proration.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 16, 2023.
  
  -We provided as a courtesy gesture an additional adjustment of the
  account charges.
  
  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:06/11/2023

  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.

  On August 2, I returned Rogers equipment through ****** **** as directed when I cancelled my internet, cable, and home phone with Rogers. On August 9, I called Rogers to follow up that the equipment was received and I was assured it was delivered August 3 and moving forward my monthly bill with Rogers would be $65.54 for cell phone service only. On October 8, I called Rogers to rectify a bill that was scheduled to come out on October 16 for $372.14. I spoke to a manager who assured me it would be fixed and he would follow up with me. I received a Rogers text message saying it had been fixed the next day and the manager never followed up with me. On October 16, $372.14 was automatically withdrawn from my account. On October 30, I called Rogers to clear my account of outstanding equipment that they had received in August and to have my money refunded to my account immediately. The customer representative escalated the issue as he could not help me directly. He assured me he would follow up with me. I received an automatic text message from Rogers saying I had been given a Rogers credit for $124.29 for one item of the package of equipment that was returned. On November 1, I called Rogers to attempt to speak to a manager as their fix was done incorrectly. They did not account for all the returned equipment that was in the same package and they gave me a Rogers credit for less than what I am owed for their mistake. I was on the phone from 4:00 until 10:00 that evening. I spoke to 7 different customer representatives. The first rep attempted to have a manager speak to me and the manager would not saying there was nothing to be done. Two more reps disconnected as they were putting me on hold for a manager and I hd to start the arduous explanation process from the beginning. By the 7th rep, I was warned it would be a 2h 20 min wait for a manager. I told her I had no choice. I waited for 3h and 30 min on hold. Finally, at 10:00 pm I hung up the phone.

  Business Response

  Date: 09/11/2023

  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 cancelled her TV/Internet service and returned the equipment
  in August 2023; she was charged for unreturned equipment on her October
  invoice.
  -Customer requesting a refund.
  
  Investigative Findings:
  -Reviewed the account interaction notes and October invoice charges.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 9, 2023.
  
  -We apologized for the poor customer experience; confirmed the equipment
  was returned and charges were adjusted.  Informed
  customer cheque refund requests were completed November 2nd and
  today 9th and timeframe 3-4 weeks.
  
  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: 09/11/2023

  
  
  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,
  
  
  
  **** ****