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.

  16 Floor 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.

  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: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.

  In August 2023 we financed a new cell phone and a new **** from Rogers wireless. When we received the first bill there were two set up fees on it. One was for $30 for the **** and one for $60 for the cell phone. I immediately returned to the store where it was purchased in Tillsonburg to make a complaint regarding these charges as they were not disclosed to us at the time of purchase. The lady said that I needed to call the 1-800 number to have this rectified. I went home and called them. The first gentleman I spoke with said there was nothing he could do and I had to go back to the store for them to fix it. I explained that I already had and they told me to call him. I asked to speak to a manager and he told me there was no manager to speak to. I hung up and called again and explained everything to the next agent. The second agent was able to credit my account $30 for the set up fee on the **** and $60 for the cell phone. I received an emailed receipt right away showing that the account would be credited in the amount of $90 and it would appear on my next bill. Since that interaction I have received multiple emails, text messages and automated phone calls saying my account is still past due in the amount of $90. I have called Rogers wireless back complaining about this and still nothing has been done to remove this amount owing from my bill. I would like them to remove this amount from my account immediately .

  Business Response

  Date: 07/11/2023

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

  Client
  Concerns:
  Not being
  advised of the set-up Fees for an **** and, a Cellphone device.
  Adjustment
  for the applied charges

  Investigative
  Findings:
  Set up fees
  are applicable to Hardware Upgrades
  A Wireless
  agreement that included details related to the concerned set-up fees were
  shared by way of the email address on file.

  Resolution:
  Rogers’
  Office of the President successfully contacted the customer on November 7,
  2023
  The
  adjustment was applied on September 10, 2023, with an explanation – details of
  the adjustment were included in the October 3, 2023, invoice.
  The results
  of our account review/findings were explained in detail.
  No further adjustments
  for this matter were required.

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

  Customer Answer

  Date: 08/11/2023

  
  
  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:03/11/2023

  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.

  * ***** **** ****** ** **** ********* ** ** ** ****** ************* ** ** *** *********** ****** *** ************ **** ** ***** **** ****** ****** ***** ********** ********s.
  My Fido account was closed as of May 6 2023.
  The monthly payment was 50.40.
  Fido has continued to debit the monthly charge off my bank account since. I made numerous calls to FIDO about the charges over the past few months to fis this issue. As of Sept 23, they advised that the cheque for the refund was issued. They kept saying they would refund/ the refund cheque was issued. and the cheque was coming within a few weeks/ a few days.... It hasn't arrived to this date. In addition, the monthly charge keeps being debited off my account as lately as Oct 23rd. They acknowledged the continuous debits. I just attempted to speak to FIDO again, being on the phone last 70 minutes only to be tossed from one department to the other without the problem being solved. No way of connecting to the person in charge either.
  A couple of hundred dollars they owe me are huge amount of money, particularly in this financially difficult times. It is beyond comprehension that such a big corporate as FIDO i.e. Rogers, handles this minor issue so poorly.
  The biggest problem is the person in charge wouldn't deal with the customer, which puts the front line staffers in very difficult position to go back and forth between the customer and the supervisor. At this point, I am not even sure whether I would get my money back.
  Please help resolve this issue. Thank you.

  Business Response

  Date: 10/11/2023

  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 ported out their services on May 6, 2023 and monthly debits occurred
  in their bank account and haven’t received the refund cheque.
  -Customer requested refund.
  
  Investigative Findings:
  -We reviewed the account and the invoice last invoice dated May 7, 2023 reflected a credit balance.
  -We informed the customer their options regarding the payments were
  received monthly on the account.
  -We confirmed initial refund cheque was issued September 22, 2023.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 10, 2023.
  
  -We apologize for the delays and informed the customer a typo in the address
  was the reason the refund cheque was not received.
  
  -We confirmed a request was submitted to the back-office team to reissue
  the cheque refunds 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

  Customer Answer

  Date: 14/11/2023

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

  Rogers never apologised. Rogers never mentioned about the error they made, until the very last minute when it wrote to me just before it responded to BBB last Friday to cover its back. 
  

  To put you in perspective, there were two additional calls (which took a long wait on the line and being put on hold) initiated at my end between September 22 and November 1st, in the attempts to resolve this issue, which were conveniently disregarded in the Rogers'  responses both to BBB and to myself.  

  Unless the refund is received, this matter cannot be considered resolved. 

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

  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 ported out their services on May 6, 2023 and monthly debits
  occurred in their bank account and haven’t received the refund cheque.
  -Customer requested refund.
  
  Investigative Findings:
  -We reviewed the account and the invoice last invoice dated May 7, 2023 reflected a
  credit balance.
  -We informed the customer their options regarding the payments were
  received monthly on the account.
  -We confirmed initial refund cheque was issued September 22, 2023.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 20, 2023.
  
  -We apologize for the delays and informed the customer a typo in the address
  was the reason the refund cheque was not received.
  
  -We confirmed the cheque refund was reissued to the address on profile
  on November 16, 2023 and 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:03/11/2023

  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 Oct. 07, 2023 (for a Sept.23 bill), Rogers took out $40.66 from my PAD payment credit card; the bill only explains it as a "correction duplicate credit". I called their customer service over 5 times now and none of them have assisted me to close this case. My plan with Rogers is for 3 phones that have unlimited calling and texting and just 1 G of free data; 2 phones are free and the 3rd just pays $6.25/month. So it came as a surprise to me that Rogers charges us with $40.66 with a vague excuse.

  Business Response

  Date: 07/11/2023

  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 concerned about a charge on his Credit Card on October 7,
  2023.
  -Customer requested a refund.
  
  Investigative Findings:
  -We reviewed the account and confirmed credits were applied in double in
  July 2023.
  -We reviewed the invoices and cost of services.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 7, 2023
  
  -We informed the customer of the total amount monthly service fees applicable
  versus total amount paid, customer agreed account charges reflects the monthly
  service fees and credits he accepted.
  
  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: 07/11/2023

  
  
  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:03/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 25, 2023 **** ****** notified Rogers to cancel my home internet as I was switching to **** for internet services due to exceptionally poor reliability and connectivity with Rogers internet.
  
  On Aug 07 2023 **** came to install the internet in my apartment and I also called Rogers that same day to ensure that they were aware of the cancellation. They confirmed they received the cancellation notice. They did not tell me I would charged again nor did they ask me or remind me to turn off autopay.
  
  On Aug 09, I was charged $98.20 by Rogers for another month of internet service. Automatic payments had been set up on my bank account, but I didn't think to turn them off because I had cancelled the service not even thinking they would proceed to charge me again. As of today, November 01 2023, I have been trying in vain to get my $98.20 refunded to me. Rogers Live Chat went so far as to blame me for not cancelling the automatic payments and said it was my fault I was charged.
  
  As far as my refund is concerned, since Sept 16th 2023, I have spoken to Gillian with a G in Montreal, who told me my cheque would be mailed from Toronto by Sept 26th. It never came.
  
  So I complained again. Someone called me Thanksgiving Monday to tell me my cheque had physically left the building and should arrive "any day" as it was coming from Toronto and I live in Ajax. After two weeks, it hadn't arrived.
  
  So I complained to CCTS. I was assigned Garrett from Rogers in Toronto. As of yesterday, Garrett in Toronto told me they've done nothing wrong, my refund is in the mail and he's closed my case.
  
  WHY was I charged in the first place? WHY is it taking this long to get my refund? Why have CCTS in the first place if they are just going to side with Rogers? This is just appalling to me.

  Business Response

  Date: 07/11/2023

  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 transferred her internet services, August 2, 2023, engaged us
  to confirm cancellation.
  -Customer was charged her monthly service fees.
  -Refund cheque haven’t been received as yet.
  -Customer requested explanation and refund cheque.
  
  Investigative Findings:
  -We confirmed we received the cancellation notice August 2, 2023; July
  invoice was released prior the cancellation date and account was on
  pre-authorized payments.
  -We confirmed cheque refund was issued October 19, 2023, and confirmed profile
  address.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 7, 2023.
  
  -We apologized and informed the customer cheque refund was sent to profile
  address, we will cancel the initial cheque and reissue a cheque and send to her
  current address.  Customer was made aware
  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: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it's absurd. It has been fifteen (15) weeks since my Rogers Service was cancelled. I received an email from Rogers stating that my new refund cheque can be expected in an additional 3-4 weeks. This means that I will have waited for 18-19 weeks for my refund. This is totally unacceptable. I have ******** account screen shots that show that my correct address was indeed on the account, however, I had two Rogers accounts - one mobile one Internet. This clearly demonstrates a fatal flaw in their terrible system - departments aren't communicating and in the end, when I customer who sees from their side that things look correct, are then blamed for the errors that occurred by the COMPANY; well that is not customer service. **** ** ****** ** ** ***********. Is anxiety-inducing to sit here and know I have to WAIT even longer. Why does no one see the problem with the length of time for a refund?  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 20/11/2023

  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 transferred her internet services, August 2, 2023, engaged us
  to confirm cancellation.
  -Customer was charged her monthly service fees.
  -Refund cheque haven’t been received as yet.
  -Customer requested explanation and refund cheque.
  
  Investigative Findings:
  -We confirmed we received the cancellation notice August 2, 2023; July
  invoice was released prior the cancellation date and account was on
  pre-authorized payments.
  -We confirmed cheque refund was reissued November 20, 2023.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 20, 2023.
  
  -We apologized and informed the customer cheque refund was sent to
  profile address, we confirmed the initial cheque was cancelled and reissued to
  her current address.  Customer was made
  aware 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: 28/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Form emails are not a means to make amends; I still do not have my refund and I am informed I’m being shorted on the refund by $3-odd dollars. If I underpaid my account by even a nickel I would be hounded and it would show up on my credit report. Yet Roger’s is allowed to short change my refund?! We are now at nineteen (19) weeks and still no cheque! Why is this allowed???? It’s beyond poor customer service- this is anti-customer service. 

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

  Business Response

  Date: 08/12/2023

  Hello,
  
  REF:  BBB Serving Central Ontario
  Complaint #********.
  
  At Rogers, we value the feedback received from our clients, and would
  like to thank ***** for presenting this matter for review. 
  
  Client Concerns:
  -Customer transferred her internet services, August 2, 2023, engaged us
  to confirm cancellation.
  -Customer was charged her monthly service fees.
  -Refund cheque haven’t been received as yet.
  -Customer requested explanation and refund cheque.
  
  Investigative Findings:
  -We confirmed we received the cancellation notice August 2, 2023; July
  invoice was released prior the cancellation date and account was on
  pre-authorized payments.
  -We confirmed cheque refund was reissued November 20, 2023.
  -We provided the customer copy of her invoices and confirmed the refund
  cheque amount.
  
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on December
  8, 2023
  
  -We apologized and informed the customer cheque refund was sent to
  profile address which indicated on her invoices, we confirmed the initial
  cheque was cancelled and reissued to her current address.  Customer was made aware of the timeframe; on
  November 29, 2023.
  
  -We reconfirmed with our Back Office team and confirmed the refund
  cheque is being process and 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: 15/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  It’s *******, ********* and irresponsible that a refund due to THEIR error should take TWENTY-THREE WEEKS AND COUNTING. They can apologize all they want, but this single mother has had to make difficult choices about how much food went into my grocery cart because they stole $98.10 from me and aren’t even refunding the entire amount due to “fee adjustments”. None of this has been handled properly; no one at Rogers has said WHERE my refund is; has it actually been mailed? No, instead I keep hearing that the mystical “back office” has spells to cast and other ******** before they send me a cheque to the correct address that WAS ALWAYS ON FILE HAD THEIR MYSTICAL BACK OFFICE ACTUALLY BOTHERED TO RECONCILE THE TWO ACCOUNTS. Or was that my job? They surely aren’t doing theirs. And instead I get “oh it’ll be at least another 3-4 weeks” SINCE AUGUST! What kind of business is this? Until my refund is actually delivered to my mailbox, I reject their form apologies because what I have learned is that Rogers does not care their actions cause hardship to their customers. 
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 20/12/2023

  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 transferred her internet services, August 2, 2023, engaged us
  to confirm cancellation.
  -Customer was charged her monthly service fees.
  -Refund cheque haven’t been received as yet.
  -Customer requested explanation and refund cheque.
  
  Investigative Findings:
  -We confirmed we received the cancellation notice August 2, 2023; July
  invoice was released prior the cancellation date and account was on
  pre-authorized payments.
  -We confirmed cheque refund was reissued November 20, 2023.
  -We provided an account summary confirming the July, August and
  September 2023 balance, payment received, and adjustments applied to the
  account.
  -We provided the customer copy of her invoices and confirmed the refund
  cheque amount.
  
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on December
  20, 2023
  
  -We confirmed with our Back Office team, the refund cheque was received,
  they confirmed the refund cheque was cashed and cleared the bank on December
  18, 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: 21/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Have they bothered to look at the NUMBER of times I had to get tech support because my internet was DOWN? That is the reason I canceled their suboptimal service- because I had service interruptions, dropped calls and connectivity issues that were never resolved, yet I was expected to pay my bill in full. Which it was, and yet they can claw back $3?! This is lunacy at its finest. Rogers has been nothing but suboptimal in their service, client “support” and now they have the audacity to keep $3 back? I will fight for that $3 because I certainly have overpaid for their service. Please review all of the LiveChats and tech visits to my home regarding lack of connectivity, not to mention all the times there was an outage. I believe I would be owed back more than the $3 they have greedily clawed back. **** **********. 

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

  Business Response

  Date: 29/12/2023

  Hello,
  
  REF:  BBB Serving Central Ontario
  Complaint #********.
  
  At Rogers, we value the feedback received from our clients, and would
  like to thank ***** for presenting this matter for review. 
  
  Client Concerns:
  -Customer transferred her internet services, August 2, 2023, engaged us
  to confirm cancellation.
  -Customer disputing the amount refunded and service reliability.
  
  Investigative Findings:
  -On October 9, 2023, customer escalated to the Office
  of the President, which confirmed the cancellation date, adjustments made on
  the account and amount of the cheque refund of $95.92.
  
  -On November 21, 2023, customer emailed service was cancelled July 25,
  2023.
  -We confirmed Customer contacted us via chat and requested the
  cancellation on August 2, 2023; July invoice was released prior the
  cancellation date and account was on pre-authorized payments.
  
  -On November 22, 2023, we provided an account summary:
  Invoices details including account balance, payments
  and adjustments details.
  
  -Copies on invoices were provided to the customer on
  December 1, 2023.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer via
  email on December 28, 2023
  
  -We confirmed the Office of the President, which confirmed the
  cancellation date, adjustments made on the account and amount of the cheque
  refund of $95.92, on October 9, 2023.
  -We also informed the customer;
  we reviewed
  both the adjustment on August invoice and the courtesy credit applied to
  September 2023. 
  -We noticed
  the courtesy credit of $28.01 applied to the September invoice the HST was
  miscalculated (credited $1.47 instead of $3.64).
  -We apologized for the billing system error
  and extended a courtesy credit for the 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:03/11/2023

  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.

  Roger's has charged 406$ amount for data overages and will not resolve saying the charges are valid when they ARE NOT. I was in the USA, and received a text message saying to top up data, I said yes B to continue to add the package of data and the package was not applied. The customer service will not reduce, they said they didn't get the response. This is a crazy egregious amount of money to charge for 2.6GB of data. This is more than a whole month of all services combined. This should not be allowed *** ******* ****** **** **** *********** *** ******* ******.

  Business Response

  Date: 03/11/2023

  At Rogers, we value the feedback received from our clients, and would
  like to thank ******* for presenting this matter for review. 
  
  Client Concerns :
  -The customer was charged for data overages.
  -They stated they had requested to purchase a data top up which was not applied.
  -They are seeking an adjustment towards the data overage charges.
  
  Investigative Findings :
  -The customer accepted the overage charges sent via text message.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on November
  3, 2023.
  -As a gesture of goodwill, applied an adjustment towards the data overages.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

  Customer Answer

  Date: 03/11/2023

  
  
  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:31/10/2023

  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 Sept. 28,2023, I called and talked with Rogers Call Center staff if my Sept.23, 2023 monthly bill of $133.33 was an error. I was told that my previous contract ends on Sept. 23, 2023, and I did not get a new contract from Sept. 24, 2023, thus system send me the full price instead of the reduced price of 52.99 + tax. Call center staff introduced me a new contract, and told me from Sept. 28,2023 my monthly bill will be 54.99 +tax. She suggested I pay full bill because system will prorated the fee for Sept. 24,25,26,27,2023, and give me credit in my next and next contract bills. So I paid sept 2023 bill in full. but Oct 27,2023 I found my Oct 23. 2023 bill is not correct, and it did not give me the credit that I am supposed to have. I called Rogers call center at 9:02 am, and was told that is what I agreed on Sept. 28,2023. This is completely wrong, I asked for talking with their manager, but was rejected. so I had to turn to your organization for this refund of Sept. 2023 bill payment.
  Another issue is that on Sept. 28,2023, the call center staff did not fully explain to me the difference of this 2-year contract and their previous contracts. Every year Rogers gave me a closed contract with a right to increase monthly fee if they had to, and I had the right to leave rogers any time within the fixed contract without penalty. But now I know Sept 28,2023 contract means if I want to stop it, I will need to pay penalty fee. In the past Rogers call center staff is very helpful and will escalate issue to their management if they can't resolve the issue. but this time they rejected and blocked me talk with their management. I don't understand what is the rationale behind it. I assume this is because of this Sept.28,2023 contract. If this is the call center staff personal behavior, I need Rogers clarification with me of this contract before I can decide to continue with this contract or not.

  Business Response

  Date: 06/11/2023

  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 engaged our customer care team on September 28, 2023 and
  renewal the internet term. Customer was informed her next invoice will reflect
  the refund.
  -Customer engaged our customer care on October 27, 2023 to review the
  contract terms and invoices for clarifications. Her concerns were not resolved.
  -Customer requested clarifications and refund.
  
  Investigative Findings:
  -We reviewed the account, new term 24 months agreement and the invoices
  for September and October 2023.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on November
  6, 2023.
  
  -We calculated the proration and confirmed prorated refund was applied.  We also confirmed the current services and
  monthly service fees.
  
  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: 08/11/2023

  Rogers President office contacted me on Nov. 6,2023, and explained to me how their system calculating the credits, and they prorated my Sept. monthly fee and deducted from my Sept. bill payment, the refund is applied to oct. - nov 2023 bill.  so we worked out the refund issue. 
  
  also their president office showed me how to reach out to their management by myself at their website in case in the future call center staff refuse to escalate my issue to their management.
  
  moreover they also answered my concern: in case rogers internet service has disconnection or technical issues which impacted my work as I work from home, and completely depend on internet service for my work, they told me to call technical support, then make a note, then when I ask for cancelling the contract without penalty, the record will be a proof.  when this happens, I can discuss with the call center, manager... 
  
  thank you and BBB for your help on this matter.  Rogers and I resolved the issue.
  
  You can close this ticket.  If there is anything else I need to do on this ticket, please let me know.
  
  thanks,
  
  *****

• Initial Complaint

  Date:31/10/2023

  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 want to know why rogers has the right to charge $20 for a paper bill to me when they will provide one to seniors free of charge. Any other company I deal with only charges $2/mth for paper copy.

  Business Response

  Date: 01/11/2023

  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 concerned as he was informed cost of invoice reprint.
  -Customer requested an explanation.
  
  Investigative Findings:
  -Reviewed the account.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 1, 2023.
  
  -Informed customer his final bill will produce on November 21, 2023 and
  will be mailed out at no cost.
  
  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:27/10/2023

  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.

  On Oct 21, 2023 had flood in house. One who lives in basement needed to move up upstairs to another bedroom. Rogers cable and pvr worked so moved and worked up. Pvr won’t load, proved pvr was ok. I think the germinal I hooked has no signal coming in. Called Roger’s to send out tech; the told me they won’t because I don’t have their new fibre service. I’m paid up and am a long time customer. I want the line checked and or fixed. This is a pressure tactic to get their fibre service.

  Business Response

  Date: 30/10/2023

  At Rogers,
  we value our client's feedback and would like to thank ****** for bringing this
  matter to our attention. 
  
  Client
  Concerns:
  Service
  support for grandfathered cable account.

  Investigative
  Findings:
  The account
  holder currently has active legacy related products, which include Cable, Internet,
  and Home Phone.
  All Legacy DTV Set Top Boxes are no longer available to be
  issued to any consumer customers.
  Resolution for customers calling with equipment issues are
  required to move to Ignite.

  RESOLUTION:
   
  Rogers’
  Office of the President successfully contacted the customer on October 30,
  2023
  The account
  holder expressed his concerns unavailable service exceptions for grandfathered products.
  Our suggestion
  to review Introductory Ignite offers were too late as per the account holder.
  It was also mentioned
  by the account holder that they have since elected to move to another provider.
  That being
  said, we provided a direct contact number should he have a change in mind with
  the move order.
  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: 30/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:they still won’t repair existing cable lines or equipment, unless everyone has shifted to their new and brightest fibre. There are definite differences between what is working now and the new system starting on Dec 4th this year. Their way or no repair. No compensation was offered to switch. Another carrier had a way better deal.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:27/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Fido representative had reached out to me with an offer of $32.50 monthly plan as a returning customer (through their Win Back customer division). I had agreed to return to Fido with the offering and my initial bill update was charged with a $55 monthly plan and $5.33 for a one time fee before I activated my Fido service (waiting for the SIM card). I spent over a total of 5 hours speaking with a Fido representative to have this disputed and update my plan offering. And the final result was I have now cancelled the mobile plan and is requesting all charges $68.18 to be credited.
  
  On October 10, 2023 I was offered and agreed a $32.50 monthly for 20GB talk and text bring your own phone plan from a call from 1-************. After finding out being overcharged I contacted Fido via their online chat spending over 3 hours and had been continuously being transferred 4 times to different representative and at the end I was told I'm not authorized to make any changes to my account. After another 30 minute call, I found out the online chat representative refused to process my request because they needed me to enter my wife's email instead of my own. My wife has a phone plan under the same account and I confirmed my own email while accepting this returning customer plan. On this same call, Fido advise that they will contact me back within 2 business days about price correction but nothing happened after 1 week. Today I spent another hour calling and cancelled the line ************ and have the refund credit request "submitted".

  Business Response

  Date: 02/11/2023

  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 contacted by the Winback team and agreed to activate a
  line, however invoice did not reflect the offer presented
  -New activation was cancelled charges were not fully reversed.
  -Customer requested an adjustment.
  
  Investigative Findings:
  -We reviewed the account and adjustment already applied
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 2, 2023.
  
  -We informed the customer we fully refunded the new activation 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:27/10/2023

  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.

  For months now, the inhabitants and workers in St Marys, ON have been experiencing poor cell phone service in the downtown corridor. This has negatively impacted businesses (sales reps unable to access prices/product info, clients unable to access loyalty programs on their phones/online insurance info) and civilians alike. Phone calls cannot be made or accepted, zero service.
  
  I called Fido (my service provider) to inquire about the non existent service, they patched me over to their parent company, Rogers. They told me they'd check into the service, then decided not to do so, as i was a Fido customer. It was not MY decision to be patched over to Rogers, and Fido is not the tower owner, Rogers is.
  
  This is a clear case of a run around to deflect responsibility for charging consumers full prices for zero service, in essence, theft.

  Business Response

  Date: 03/11/2023

  
  At Fido, we value the
  feedback received from our clients, and would like to thank *****
  for presenting this matter for review.  
  
  We are currently working with the customer to
  resolve their concern.
  
  Fido is looking forward to the opportunity to
  address the customer's concerns.