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

  333 Bloor St E 10th Floor Toronto, ON M4W 1G9

• 

  Rogers Communications Inc.

  2695 Guildford Town Centre Surrey, BC V3R 7C1

• 

  Rogers Communications Inc.

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

• 

  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:26/10/2023

  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.

  Rogers Ac#*********
  I switched to **** on June 1st 2023 for all three bundled services which includes, home phone, internet, and TV. I also ported my phone number and was informed by **** agent that cancellation is automatic once you port your number for the bundled services. On June 2nd 2023 I returned all Rogers equipment which was confirmed by Rogers back office. I paid the final bill $192.10 on June 8th 2023. Rogers continued to bill me and I kept calling customer service who assured me that back office takes about a month to make adjustments. I called several other times and customer service was unable to access my account as it was cancelled and they wrote emails to back office to adjust. Today I got a call from collections!! This is outrageous. I've never missed a payment in my life and if you want to ***** me to pay for services that I haven't used as your office did not process cancellation on time, then its not going to happen. Please adjust my account and confirm by email once it’s done. As I pay for Rogers services in advance I should actually have a credit, not a past due balance.

  Business Response

  Date: 27/10/2023

  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 states that they ported out their services to another provider
  in June and the Rogers services were not cancelled.
  -They are seeking a refund of the remaining balance.
  
  Investigative Findings :
  -The port request was not completed.
  
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on October
  27, 2023.
  -We confirmed the services have been cancelled.
  -An adjustment has been applied towards their account.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

  Customer Answer

  Date: 01/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business has over charged me for 16 days when I did not have their service as account was taken over by **** on June 1st 2023. I want a refund for the 16 days I’ve over paid in June 2023.
  
  
  
  Sincerely,
  
  
  
  **** ******

  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 states that they ported out their
  services to another provider in June and the Rogers services were not cancelled.
  -They are seeking a refund of the services since
  June 1, 2023.
  
  Investigative Findings :
  -The port request was not completed by the other
  provider.
  
  
  Resolution :
  Rogers’ Office of the President successfully
  contacted the customer on November 3, 2023.
  -We have adjusted the services from the date the customer
  requested the port.
  -A refund will be issued.
  
  Rogers would like to thank the customer for their
  co-operation in the resolution of this concern.

  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,
  
  
  
  **** ******

• Initial Complaint

  Date:26/10/2023

  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 closed my Rogers internet+TV account (acct # *********) sometime in August. When I received the return label I packed the modem and TV box+remote in one box and sent it back. On the bill dated September 2, I noticed extra charges and called customer support on September 23. I was told that Rogers didn't receive a box and I asked to open a ticket as I had a confirmation from ****** **** saying that the box was delivered. The ticket number ********** (Ticket 1) was opened. I was told to wait some time to process it.
  On the bill dated October 2, I noticed that some charges have been removed. When I called customer service on October 6, I was told that Rogers found the box that was delivered on September 11. Another ticket number ********** (Ticket 2) was opened to clear the balance. And again I was told to wait to process both tickets. I expressed my concern over the outstanding balance and that it may affect my credit history. I was told that there was nothing to worry about and it shouldn't take long as the box was found.
  On October 12 the credit operations started bombarding me with their reminders about outstanding balance. I called Rogers again and this time I was told that Ticket 1 was closed on October 9 and Ticket 2 is still in process. And yes, because there is an outstanding balance they report it to the credit bureau. So I had no choice but to pay the balance.
  Long story short: Rogers lost the equipment, and I paid for their mistake.
  I require a clear explanation of how it is possible that all equipment was in a single box and Rogers, when found the box, only cleared the part of the balance. I also demand to clear the balance and issue the refund to the original method of payment. I moved and the address on Rogers' file is no longer valid.

  Business Response

  Date: 31/10/2023

  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 terminated her service and returned the equipment sometimes in
  August 2023. Equipment was not credited on the account.
  -Customer requested an adjustment.
  
  Investigative Findings:
  -We reviewed the account and confirmed equipment was returned.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  October 31, 2023.
  
  -We informed the customer the equipment was credited and completed the
  refund to the customer credit card.
  
  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:26/10/2023

  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.

  The goal was to upgrade my phone from an ****** ** **** to a ***** * ***. First I tried online and everything seemed good, the only issue was trying to trade in my device the system kept crashing or would not apply the trade. When I spoke to someone on the phone they said I needed to go in-store to do this. Here are the facts:
  
  I have a corporate account, which means some deals are issued to me. Such as one that waived my early upgrade fee of $43.
  
  Purchasing the phone online would've waived the admin fee of $60 but due to the system not accepting my trade I was forced to in-store, and this $60 was charged to me. As I felt this situation was out of my hands, I was surprised to be charged this amount.
  
  When in-store, the promo to waive the early upgrade fee was not there and I was forced to pay it. Again, told to go in-store so charged money I was not prepared to pay.
  
  I was able to trade in my device with no issues, which was good, but my goal was to use that credit towards the downpayment on the phone. Rogers has this thing where they only let you do a downpayment of certain amounts. So with a trade-in credit of 445, I could choose 360 or 480 to use as a down payment. I decided 480 and paid the extra $35.
  
  I was told there would be a tax on the $35 but saw that the tax was 62.40!!!!! Which is not how HST works.
  
  When I called, twice, to get this sorted. Even calling cancellations, which usually was able to help. I was told they are no longer able to credit accounts for these mistakes. Now Rogers keeps a close eye on these things. So I was left with no help at all, twice.
  
  So in the end, I am not sure why I should stick with Rogers anymore. ** **** **** ****? Did Rogers forget what happened when they lost internet for all of Canada over the summer? I thought things were going to improve but it appears it's getting worse.
  
  I wish to have the following:
  
  Credit my account for the early upgrade fee the admin fee and the overtaxing of 62.40
  
  Thank you.

  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 tried to complete a hardware upgrade online due to an error he
  had to go upgrade at the store, was charged the set-up fee and pre-hup fees. Customer
  also had a concern on the trade-up taxable amount.

  -Customer requested an adjustment of the charges and an explanation of
  trade-up taxes

  Investigative Findings: -We reviewed the customer account, hardware upgrade fees and trade-up
  taxes.

  Resolution: Rogers' Office of the President successfully contacted the customer on
  November 1, 2023.

  -We informed the customer set-up fee and pre-hup fees were waived and
  provided an explanation on how the taxes applies to the trade-up.

  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern.  Christine S. Attachée | Bureau du PrésidentAdvisor | Office of the President

• Initial Complaint

  Date:25/10/2023

  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.

  My mothers internet is under my name. She had moved and we had a new account setup for her. The previous account wasn't canceled and my mother was paying on the wrong account. I called in mid 2022 to have the charges reversed and the payments applied to the correct account. I was told that this would be done. I checked the account balance and it said $0.00 and the payments were applied to the correct account. Fast forward to today and I'm getting emails from ******** ****** ******** ***, attempting to collect the balance on the account that was canceled (previous account). I've been calling and getting sent in circles, told I'm getting escalated to get thrown into a 1 hours queue that directed me back to the customer service line, not the escalation line. I've been told I need to contact the credit department, to be told by the credit department that I have to contact customer service. I was then told that a release letter would be sent to me then upon calling today I was told that back office declined the release letter stating that they determined that I owed the money. I was then put into hold to transfer back to customer service and was left on hold for half an hour, at which point I hung up and called back. I was then told that the balance was $0.00 and that I didn't owe anything, despite being told otherwise a few minutes prior.
  
  No one was living at the house the services were registered at and now I'm being denied a release letter to give to ****. I'm on hold waiting for a manager at the credit department, at which point I'll be requesting copies of the notes on my account as well as all call recordings dating back to my initial contact around July/August 2022. I've been dealing with this for well over a year now and was told today that there's nothing they can do and that I have to pay for services not used.
  
  I was given the address to mail for copies of transcripts, however, if you would help me get those as well I would appreciate it.

  Business Response

  Date: 03/11/2023

  Hello,

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

  Client
  Concerns:
  Disconnection
  Date from one address vs a Connection address at another address.
  Requested
  account adjustments for charges applied in 2021.
  The
  adjustments would also include a refund.
  

  Investigative
  Findings:
  The account
  holder had a Rogers Ignite account created under a new account number in mid-2021
  at a new address.
  The legacy
  related services remained active at the now former address.
  The legacy
  related account was terminated in late 2021 and, the legacy related equipment was
  returned in late 2021 – not the suggested move date, which was mentioned as June
  2021.
  The
  remaining charges have since been forwarded to a collection’s agency for
  support.
  

  RESOLUTION:
  Rogers’
  Office of the President successfully contacted the customer on November 3,
  2023
  The details of
  my findings were shared in full in addition to the following, which is captured
  in The Rogers
  Terms of Service and Other Important Information:
  >Any questions or
  discrepancies regarding charges must be reported to us within 90 days of
  the date of the applicable bill. Failure to notify us within this time
  period means that you have accepted those charges. If any of those
  discrepancies resulted in unauthorized or incorrect charges on your
  account, then we will reverse those charges within 30 days of receiving
  notice from you.
  Our
  office provided a reasonable account adjustment for the 2021 agency assigned
  account.

  As the
  customer was not satisfied with the adjustment, 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.    

  Thank you.

  Customer Answer

  Date: 06/11/2023

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

  I firmly believe I should not have been charged. The apartment was vacated in June and I was advised that the last bill was charged in October.

  The date that the internet modem was returned has should not have a bearing on whether the services were needed or not. I'll be sending an email today to request that all notes and correspondence records be sent to me, as the reasoning behind the charge justification was along the lines of: "opening a new account doesn't necessarily mean that I didn't need the service and therefore, the charges are valid." I have no doubt that I had made it clear that the services weren't needed upon opening the new account but I will have to wait until I receive full notes and correspondence records.

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

  Business Response

  Date: 09/11/2023

  Hello,
  
  The concern is in relation to an account that was terminated
  in October 2021.
  It was suggested the services should have been terminated in
  June 2021, however; the chargeable equipment was not confirmed as returned
  until the later months of 2021.
  The account itself had since been assigned to a credit agency in April 2022 - An an exception, The Office of The President provided a reasonable account adjustment.
  We also shared the following which is captured in our Terms and Conditions by way of Rogers.com
  Any questions or discrepancies regarding charges must be reported to
  us within 90 days of the date of the applicable bill. Failure to notify us
  within this time period means that you have accepted those charges.
  If any of those discrepancies resulted in unauthorized or incorrect
  charges on your account, then we will reverse those charges within 30
  days of receiving notice from you.
  
  Thank you.
  
  

  Customer Answer

  Date: 09/11/2023

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

  To reiterate my previous statement:

  The account was wrongfully charged and the excuse used was "Because you didn't formally close the account (which I tried to upon getting new service), the charges are valid." There's no reason I should have to pay the $306.69 for services that weren't used, of which I tried to cancel but was told the account couldn't be closed because there was a balance outstanding. As for the terms and service, it only came to my attention that the account was being charged several months after since it was my mother paying it and not me. I was under the assumption she was paying to the correct account, which wasn't the case. She was paying for internet at an address she no longer lived at while the bill for the address she is living at racked up.

  I was also told upon first trying to get this resolved that the service charges were going to be reversed as well as the payments moved over, which will be shown in the transcripts of the live chats once I receive those from the privacy office, which I've put in a request for, along with all notes attached to the account, and all call recordings dated to June 1, 2021. As for the return of the equipment, I'm busy and don't have a car, as such, it's hard to find the time to devote to walking down to rogers to bring back an obsolete internet box. That's not a good enough excuse to validate the charges, as you can't use internet with a disconnected obsolete internet modem.

  As such, I still firmly don't believe that I should be responsible for the charges in question and would like them reversed completely.

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

  Business Response

  Date: 13/11/2023

  Hello, 

  While we appreciate the needed time for chargeable equipment
  returns, we believe the provided adjustments for an account that had since been
  taken over by a collection agency was fair and reasonable.

  We also considered that the issue was brought to billing associates’
  attention by the account holder in/or account October 2023 - Prior to that, the
  account documentations found December 2021/January 2022 to be the previous time
  billing matters regarding the concerned account which was October 2021 were discussed.

  Thank You.
  

   

  Customer Answer

  Date: 22/11/2023

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

  The billing issues were brought forward the moment I became aware that my mother was paying onto the incorrect internet bill, that was well before Oct 2023 and would have been about 3 months after she had started paying on the incorrect account. I believe it to be rather unfair that I'm being requested to pay for services that I was physically unable to use. Meanwhile, I'm being told it's because of this and that, and that it's been too long since it first occurred. At which point the company tells me, well it's because I didn't return the equipment. When I asked if I could use the old box at the new address I was told no because they don't use those internet boxes anymore. So it's clearly not because the equipment wasn't returned, which regardless it was and I was previously told the balance was because I didn't by a call center escalation agent that took me 6 hours to reach.
  

  When I opened the new account I was told the previous account could not be closed due to an outstanding balance. Upon paying the balance down to $0 the account wasn't closed even though it should have been documented that I wanted to close it. Instead, it was kept open and continued being charged and paid onto (by mistake) while the new account racked up service charges. When requesting that it be corrected, I was told it would be, which clearly was never done considering I'm having to take this avenue to have it dealt with. The only thing that was corrected was the payments, not the services charges for something that I made aware that I did not need.

  Again, I'll reiterate, I want the services charges fully reversed. I think out of the $1,600,000,000 reported on the 2022 consolidated financial statements, they can afford to report to the collection agency that this money should be released, especially considering it should not have been charged in the first place.
  

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

  Business Response

  Date: 29/11/2023

  Hello, 

  Any
  questions or discrepancies regarding charges must be reported to us within 90
  days of the date of the applicable bill. Failure to notify us within this time
  period means that you have accepted those charges. If any of those
  discrepancies resulted in unauthorized or incorrect charges on your account,
  then we will reverse those charges within 30 days of receiving notice from you.
  This
  information can be found in Rogers Terms of Service and
  Other Important Information.
  While we shared our appreciation for the
  account holder’s personal schedule for not being able to return the Rogers related
  equipment in a timely manner, the goodwill adjustments for a terminated account
  that had since been assigned to a collection’s agency was reasonable.

  Thank you.

• Initial Complaint

  Date:25/10/2023

  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.

  Hello, nearly two years ago,
  (Dec 2021) I cancelled my home internet with Rogers. I realized last year that Rogers continued to charge me monthly fees. I requested a refund in December 2022. I was told it would take some weeks to resolve. I then saw that I received only a partial refund on my account, while Rogers continued to charge me a new lower monthly fee. I have called countless times since, each time losing hours to different customer service people. I was told again a month ago it would be resolved. I see I still have a balance and monthly charges on the account. I cannot seem to get this account closed and Rogers is not finding a way to end this charade.

  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 thank ******** for presenting this matter for review. 
  
  Client Concerns:
  -Customer cancelled her home internet in December 2021 and was still billed
  a refund was provided in December 2022. 
  -Customer noticed she had been billed in the past few months
  -Customer requested an adjustment
  
  Investigative Findings:
  -We reviewed the account and the billed charges
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 2, 2023.
  
  -We informed the customer an adjustment was applied to the account and
  will reflect on the next invoice.  A
  follow up will be completed on the November 15, 2023 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

  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 thank ******** for presenting this matter for review. 
  
  Client Concerns:
  -Customer cancelled her home internet in December 2021 and was still billed
  a refund was provided in December 2022. 
  -Customer noticed she had been billed in the past few months
  -Customer requested an adjustment
  
  Investigative Findings:
  -We reviewed the account and the billed charges
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 2, 2023.
  
  -We informed the customer an adjustment was applied to the account and
  will reflect on the next invoice.  A
  follow up will be completed on the November 15, 2023 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:25/10/2023

  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.

  In mid September I contacted Rogers to inquire if I could port my son's number to their service as he moved to a remote part of Newfoundland and his current service didn't work there. The number one assurance I wanted was he could keep his number. I was assured he could so we set up and account and they sent the sim card. My son received the sim card so I called to have the number ported and through many different people and departments was told it could not be done. I understood and said then I need to cancel my account as this was the most important piece and only reason I signed up with Rogers. They cancelled it on Sept 25. I received a bill today for 60.87 and when I spoke with support they said it was an activation fee and could not be waived. So they expect me to pay for a service they promised and then could not actually deliver?

  Business Response

  Date: 02/11/2023

  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 activated their services with the intention of porting in
  their previous phone number.
  -They were unable to port in their number.
  -The services were cancelled within the buyer’s remorse period.
  -The customer is disputing the account balance.
  
  Investigative Findings :
  -The port in could not be completed.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on November
  2, 2023.
  -As a gesture of goodwill, the balance was adjusted in full.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

  Customer Answer

  Date: 02/11/2023

  
  
  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:25/10/2023

  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.

  Called Rogers jun 4/23 to cancel cable. Agreed date of termination jul 4/23 the end of billing period. Returned all Rogers equipment jul 9/23. Received a bill for jul service. Called Rogers and was assured I should not have been charged and that it would be rectified. Rogers employee also removed my credit card auto billing info. Was not rectified, to date I have called 5 times and have been assured it will be fixed. Now have ********* collection after the money. Have spoke to Rogers about this, promised it would be dealt with within a couple of days, and that the supervisor I talked to would call me back in 3 days. No call.

  Business Response

  Date: 26/10/2023

  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 former account holder contacted a care agent in June
  2023 to submit a disconnect request for July 2023.
  The applicable Rogers related equipment was returned as
  requested in July 2023.
  A final bill was generated, however; details related to the
  final bills required a full explanation.
  The final bill was advised as incorrect as per the former
  account holder.

  Investigative Findings:
  The account was terminated in July 2023 as requested.
  The most recent payment made in by way of a Pre-Authorized
  payment was applied in June 2023 – that payment supported cost from May 2023 to
  June 2023.
  The concerned current balance supports cost from June 2023
  to July 2023.

  Resolution:
  Rogers’ Office of the President successfully contacted the former
  account holder on October 26, 2023.
  My findings were shared in detail along with re-prints of
  invoices to support the balance.
  I also advised I would update the assigned agency was the
  account is paid in full.

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

   

• Initial Complaint

  Date:23/10/2023

  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.

  My Fido data plan has a limit of 3gb/month, and the overage price was 10$/gb. I was out of the country from Jan1-Sep11, 2023. I did not use my Fido SIM card during that time. When I came back, there were 3 days left in my billing cycle (Sep11-14). Since I barely had used my 3gb limit, I paid the same amount that I had been paying since becoming a customer in 2019 (15$+tax). I didn't look at the bill, since everything seemed to be like usual. Since then, however, I used my data assuming the prices were still the same for overage (10$/gb). On October 2nd, 2023, I received a message saying I was going over my limit and I am being charged $50 and my data was disconnected. I was in the middle of nowhere at night, and I needed my data to get an **** to go back home, so I authorized to go over the limit. In the message, it was specifically mentioned that I would get notified again, if I was going over 100$. By that time, I was still unaware that there was an increase in the price of overage. I contacted Fido on October 18, 2023 about the price of my bill, which was $373.18, feeling shocked. I was told they had changed the price in September 2023, and the new price for overage is 15$/100mb. I was never communicated about this price increase, and the new price was only mentioned in the September bill (p3). In September I had only used my data for 3 days, otherwise, if it I had gone above my 3gb/month limit, I would have known about this price increase then. But before the September bill, there were no communications, messages, notifications about this new price for overage usage. So I only found out about the price change *after* going over my 3gb limit. I did receive the message that I was going over the 50$, but still I was unaware that the pricing had changed entirely. Also I didn't get a notification after exceeding 100$ either (it was mentioned I would). Fido credited back 50$ but I am still unsatisfied with their lack of clear communication about the price increase.

  Business Response

  Date: 24/10/2023

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

  This customer
  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.

• Initial Complaint

  Date:23/10/2023

  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.

  I signed up for a promo 24 month Rogers Ignite insternet plan for $60 / month for 24 months. Got the modem 2-3 days after I sighed up. When I connected the modem I got speeds of 50x50 not the promised 1500x50. Spoke to customer support on the issue and they were engaging tech support. No tech ever called and I could not work at that speed so I reconnected the modem for my current provider ******. I explain I was doing that to customer support. I tried 3 more times to connect the rogers modem and each time the same result. I got an email from a rogers tech stating they could not find the issue. I called customer service again and cancelled the service as Rogers never made it work or attempted to reach out. Now I get this bill for something that never worked as promised and I never used the service other than speed checks when I tested their modem. I do not feel I should own them anything as they failed to provide the service I signed up for. I sent the modem back and have a shipping receipt as well as an email from Rogers on Sept 22 they received it back. I would like the bill cancelled out and will just call this a lesson learned. I left Rogers 24 years ago for poor customer service. Also note customer service was trying to get the remained nulled out for me under their 21 day satisfaction but have not. I don't want this Rogers ** being reported as a non-payment.

  Business Response

  Date: 24/10/2023

  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 signed up for Ignite service, had technical issues and
  cancelled the service
  -Customer requesting adjustment.
  
  Investigative Findings:
  -Reviewed account and billing.
  
  Resolution:
  Rogers' Office of the President successfully contacted the customer on
  October 24, 2023.
  
  -Informed customer all adjustments were applied to the
  account.
  
  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: 24/10/2023

  
  
  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:23/10/2023

  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.

  Wrongfully charged a non returned device fee, I was told I was gonna be contacted today and nothing happened. I was told it was sent back after 45 days. I want my money back, I have ******** appropriate evidence showing I sent it 3 days after receiving the email and it was received at the facility 5-6 days after the original email. So it was well before 45 days.
  
  I am now missing $3200 and it is ridiculous. I want my money back and should be getting some type of compensation on the matter. I switched to Rogers for a reason, maybe I made the wrong choice.

  Business Response

  Date: 27/10/2023

  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 back for unreturned equipment.
  -A preauthorized payment was processed on the account which included the
  equipment charge.
  -They are seeking a refund of the payment.
  
  Investigative Findings :
  -The equipment charge was reversed.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on October
  27, 2023.
  -A refund has been processed on the customer account. The customer is
  aware of the posting delays.
  -We apologized for the inconvenience.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.