Complaints

This profile includes complaints for Rogers Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rogers Communications

  855 York Mills Rd North York, ON M3B 1Z1

• 

  Rogers Communications Inc.

  1600 4710 Kingsway Burnaby, BC V5H 4W4

• 

  Rogers Communications Inc.

  1316 2929 Barnet Hwy Port Coquitlam, BC V3B 5R5

• 

  Rogers Communications Inc.

  16 Floor 4710 Kingsway Burnaby, BC V5H 4W4

• 

  Rogers Communications Inc.

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

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: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 dad has a Fido account. He has made all his payments on time and is willing to pay any outstanding balance for his services. The issue is, FIDO shows that some payments that were made were refunded, which has left an outstanding balance of over 1500 dollars. The cards that made these ********** payments and then got corresponding refunds are not in my dad’s name. We have spoken to FIDO about this and we have confirmed with them that those are not his cards but they want him to pay the money that was refunded to unknown cards that do not match the one credit card he has. Now, with interest, they have made the outstanding payment over 2000 dollars. We have filed complaints with their manager, filed a fraud claim with them and no one gets back to us except the tax collection agencies asking us to pay.

  Business Response

  Date: 24/11/2023

  Hello,
  
  REF:  BBB Serving Central Ontario
  Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would
  like to thank ***** for presenting this matter for review. 
  
  Client Concerns:
  -Customer reported he is making payments on time on his accounts and due
  to some payments being returned one of his accounts has an outstanding balance.
  -Customer requested adjustments.
  
  Investigative Findings:
  -We reviewed the outstanding account, the payments history and confirmed
  the details of the returned payments.
  -Our Fraud Management team reviewed the customer concerns and confirmed
  there was no evidence of fraud.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  November 24, 2023.
  
  -We confirmed the returned payments details, no evidence of fraud on the
  account.
  -We referred the customer to engage the credit card providers and also
  submitted an investigation request via our corporate team.
  
  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: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.

  Early September by text message Rogers said the data service was shorted and suggesting to buy extra data to don't overcharge my bill
  I bought 6GB extra but that didn’t works That day I spent a couple of hours talking with customer service to get the service back It was restored on Sep 3
  Later in Sep Rogers Bank called me about over limit on my ********** which made no sense to me Considering that my bill is usually $120 adding over data of $50 plus $70 from the extra 6GB it should come up to $240 but Rogers Com have had charged my ********** in $500
  I’ve spent many hours talking with Rogers Com since Sep 1st to fix the internet and starting on Sep 25 with Rogers Bank and Rogers Communication again
  I wanted to understand why they were charging me for over data using even with the extra data that they suggest me and I have bought which would be more than enough for my needs
  Oct 17 I called Customer service again asking about the case
  The agent told me that the case was about the internet connection and it was solved
  30 minutes of conversation they finally agreed I was complaining about bill overcharging but no answer ready
  I asked them for an email confirming that the issue was being taken care of to avoid misunderstandings
  They said they can only send emails for advertising not to solve customer service issues and only promised call me back in 48/72hours
  Roger Bank said can not open dispute about the amount on my ********** until a final answer from Rogers Com
  I’m asking to have my bill duly fixed
  I paid $50 for over data in my 10GB plan plus for extra 6GB
  So it's not reasonable they charging me $500
  The value should be $240
  I also noticed the extra data pack included in the October cycle bill even after I had canceled it on time so they need to cancel it
  I also ask for Rogers Bank to revert the over limit charges caused for the issue
  I hope you can help to mediate this situation
  I expect Rogers revert the duplicate extra data pack revert the the over data charges

  Business Response

  Date: 31/10/2023

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

  Client Concerns:
  Data Overage Fees
  Account Adjustments

  Investigative Findings:
  The concerns were previously addressed in or/around the same
  time the BBB case was created.
  The applied adjustments supported the shared BBB related
  concerns.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on October 25, 2023.
  The adjustments were confirmed as applied, however; the timing
  of our call attempt was not convenient.

  Provided follow up calls to ensure there were no further outstanding matters were unsuccessful.

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

  Thank you.

  Customer Answer

  Date: 31/10/2023

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

  My ****** **** Rogers Bank is still over charged on Oct 31 including interest and extra data pack even after I've canceled it in time

  It 's not expected to me paying any extra amount on my credit card bill 

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

  Business Response

  Date: 02/11/2023

  Hello, 

  The account holder, ****** was successfully contacted on November 2, 2023.

  The account holder was advised there are pending adjustments which will be confirmed on his November 2023 invoice.

  Once the November 2023 invoice is generated, the applicable account charges will be applied to the pending adjustments and, the difference will be refunded to the credit card on file.

  Please note a courtesy call will also be provided once he November, 2023 invoice is generated to confirmed our provided account relatedsupport

  Thank you.

  Customer Answer

  Date: 29/11/2023

  Rogers has take some extra money in last September.I’ve posted a complain here before. The company said they was about to refund my ****** **** Rogers Bank but they only did it partially. An employee from Rogers’ president gabinete has called me with no factual results - he said another refund would be up to be done, but it has never happened. I’m asking to fix Rogers Bank statements witch has gave me lots of inconvenient like interest. Please Rogers refund my credit card as should be done (they still have to refund $175).

  Business Response

  Date: 30/11/2023

  Hello,

  A refund for the concerned payment had been scheduled, however; it has since come to our attention that the account holder initiated a credit card charge back directly with the Credit Card support on September 23, 2023.

• Initial Complaint

  Date:23/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file an official complaint against Fido. I called Fido to cancel the month-to-month internet service (account #*********) on May 14, 2023, and returned the modem at my local Rogers/Fido store on the same day. I was informed by one of their representatives over the phone that a refund of $52.05 would issued and a cheque would be mailed to my home address (***** ******** *** ******* ** ******) in 4 weeks.
  
  I called Fido back in mid-June complaining that I had never received the cheque and was informed they would mail me another one which should be received in about 4 weeks.
  
  By the end of of July, the replacement cheque never arrived and I gave Fido a call again complaining about the whole refund process as the monthly internet service fees were charged to my ********** and it made no sense that Fido could only issue a refund to my original payment method.
  
  On August 15, 2023, Mallinath M. from Fido's Back Office Operations emailed me indicating that they had initiated the request and asked for a stop-payment to be done on the previous cheque. This process could take up to 10 business days to complete. Once the stop-payment is confirmed, a revised cheque would be issued and sent through ****** **** and it would take 3 to 4 weeks for receipt of the cheque.
  
  Today, October 17, 2023, I still have not received their revised cheque. I am requesting that Fido issue a refund of $52.05 to my ********** which was the original payment method. No more revised cheque!!!
  
  Note that an official complaint has been filed with CRTC on October 17, 2023.

  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.

  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:18/10/2023

  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 made changes to my Rogers Telecommunications account in August 2023. When my September bill came in, I wanted to review the charges put onto my account with someone from Rogers.
  
  I have called upteen times to get a real live person to discuss the billing. Each time, the wait time has been in the range of 45 minutes to 1 hour 45 minutes (today; October 13,2023). I refuse to wait an hour to discuss this matter out of principle. I am a customer and they are providing me a service. I cannot get a hold of ANYONE at Rogers to discuss my matter. Every time I call, I get the same tele-prompts putting me into the cue to wait for a live operator. ONE HOUR. I'm sorry, but I am very busy and don't have an hour to devote to sitting in front of my computer with the sole purpose of talking to someone at the company to whom I am paying big dollars to discuss my concerns.
  
  I know that I'm not writing here about anything that is new and unknown to pretty much everyone. What is different this time for me is that I am extremely busy and don't have the time or patience to wait to talk to someone live. Additionally, the last time I did have such time and patience, I was in the WAIT QUEUE and then got disconnected by Rogers. Additionally, I keyed into their online Chat feature and actually also got disconnected. I haven't paid my bills from September and now October because my thinking is that eventually, they will have a real, live person calling me to get the account paid up-to-date. If I pay what is owing, I am back in the same position I am currently; at least if there are funds outstanding, Rogers is motivated to speak to me too.
  
  I am at my wits end. I have complained to my Member of Parliament and now I'm complaining to the BBB. A resolution to my personal predicament is what I'm asking for; additionally, I'm writing to log another customer complaint about how this (nearly) government sanctioned monopoly is affecting everyone who used Rogers. Can you help me?

  Business Response

  Date: 20/10/2023

  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 engaged customer care in August 2023 to modify her
  services.  In October 2023 she tried to
  contact customer care to review her billing and was unable to connect due to
  the wait time.
  -Customer requested to be contacted by Rogers.
  
  Investigative Findings:
  ?-We reviewed the account and
  confirmed customer engaged us on October 15 and 16, 2023, the customer concerns
  were resolved.

  Resolution:
  Rogers' Office of the President successfully contacted the customer on
  October 20, 2023.
  
  -We thanked the customer for providing us her feedback and apologized
  for the mediocre customer experience due to the wait time.
  -We informed the customer we are taking action to improve the customer
  experience and provided all channels available, call center, live chat, social
  media.
  
  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: 20/10/2023

  
  
  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:18/10/2023

  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.

  In May 2023 I got approached by the Rogers win back department and went back to Rogers with plan I made with their department. I got told that I will receive the maximum $600 credit and that all my lines will not cost more than $150. After a month of seeing a way higher bill I contacted customer service and got told to wait another month till credit show up. I have not received the credit nor my bill came down to the agreement I had. In September I contacted Rogers again and they told me that it isn't in their hand as the win back department is another business. Even a manager from Rogers said that they unable to get me assistance, but told me that the win back department will contact me. After phoning customer service twice telling them that I have not received any phone call form the department I want to file a complaint. Rogers got me on the hook for a 2 year plan with a way too high plan with phones and not able to give me the promised credit

  Business Response

  Date: 26/10/2023

  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 was contacted by Rogers and activated wireless services for three
  lines. Customer was concerned his billing did not reflect the offer presented.
  -Customer requested adjustments.
  
  Investigative Findings:
  -We reviewed the invoices,
  the interactions and the details of the offer presented.

  Resolution:
  Rogers' Office of the President successfully contacted the customer on
  October 26, 2023.
  
  -We confirmed the pricing details of the offer. We adjusted the
  activation credit and also confirmed the monthly service fees total amount are
  according to the offer presented.
  
  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:18/10/2023

  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 got this phone plan with rogers on nov 4 2022.
  
  On the confirmation email it says i would be charged $56.44 after tax per month and right now it's been charging me $92 a month for the last 11 months.
  I got this plan set up via online ** rogers cooperate portal and after numerous attempts on getting this resolved at rogers they still will not honor the original amount.
  
  my account number is: *********
  
  
  I want rogers to honour the original contract and refund me the difference for the last 11 months of extra amount i have paid.

  Business Response

  Date: 19/10/2023

  Hello,

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

  Client Concerns:
  A price plan change along with a hardware upgrade was completed
  in November 2022.
  The account holder’s employer is associated with Rogers preferred
  program.
  The account holder applied for the plan, however; it was
  declined.
  The account holder requested an 11-month related account adjustment.

  Investigative Findings:
  The offer itself is available for confirmed employees.
  The required code for support can only be applied to one cell
  phone number once the user applies for the needed details via a secured Rogers website.
  The employee’s system generated code was created, however; it
  applied to a confirmed known user’s Rogers wireless number/account number.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on October 19, 2023
  My findings were shared in detail.
  The account holder confirmed his awareness of the user who
  received the discount code.
  The code itself cannot be shared.
  As a goodwill, our office revised the current price plan for
  cost support.

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

• Initial Complaint

  Date:12/10/2023

  Type:Service or Repair 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 work remotely and Rogers is going to suspend services because I’m using to much extended services

  Business Response

  Date: 13/10/2023

  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 received a notification regarding our Extended Coverage Policy.
  -They are seeking an exception regarding their usage or to change
  carriers at no cost.
  
  
  Investigative Findings :
  -The customer was informed about our Extended Coverage Policy.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on
  October 13, 2023.
  -As a gesture of goodwill, we have offered to apply an adjustment to the
  customer’s account.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

  Customer Answer

  Date: 13/10/2023

  
  
  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:12/10/2023

  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.

  Hi
  
  It is extremely frustrating and concerning when facing a shallow level of customer service from the technical team and technicians. I am without a home phone and internet since last two days and tomorrow will be 3rd day and continuously call for tech help to resolve this outage issue but every time tech team gives false and stupid reasons. In last two days only one technician showed up and in a short time left by saying that another team is working to resolve my outage issue. Later when I called many times another tech called my by using private number and after giving one bell disconnected the phone. Due to a private number I cannot call him back and he posted a note that no one was at home, wow.
  This practice shows how sincere they are with their work. I am spending my money on mobile data during this outage for my office work and who is going to pay me back due to high level of negligence you people are showing. I feel that it is a time to switch from Rogers.
  ********* ***** ** ******** 

  Business Response

  Date: 13/10/2023

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

  Client Concerns:
  Phone and Internet service experience.
  Wait times for technical resolution.
  Failed Service Call.

  Investigative Findings:
  The account holder’s concerns were captured and noted.
  Cases created to attempt to resolve the service issues.
  Missed service call was captured as no one greeted tech upon
  his arrival.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on October 13, 2023
  The created service ticket was successfully completed.
  We contacted the account holder to ensure the home phone was
  working to his satisfaction and, to complete a test call.
  Pending balance was reviewed and, an apology for the overall experience was verbally provided.
  
  Rogers would like to thank the customer for their
  co-operation in the resolution of this concern. 

• Initial Complaint

  Date:12/10/2023

  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.

  About 4 years back I had a debt with rogers and it had been pushed to collections and paid off through an OPD program with money mentors. It took them almost 2 years to pull it off my credit report and on my rogers account when I sign in, it still shows the balance. Despite multiple attempts to contact the company and have this dealt with, they refuse to do anything about it. All the hours I've wasted on the phone has cost me time and money I'll never get back amd it helped dent my credit ever so nicely, yet they pride themselves in customer service.

  Business Response

  Date: 13/10/2023

  Hello,

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

  Client
  Concerns:
  Orderly Payment of Debts (OPD) program
  Account balance still showing
  Requested
  account details to be adjusted

  Investigative
  Findings:
  When
  the account holder signs into their profile, the account number and
  balance is visible.
  If an associate
  completes a system search for the former account holder, they will locate
  the account with the balance on file.

  Resolution:
  Rogers’
  Office of the President successfully contacted the former account holder on
  October 13, 2023
  
  The following details were verbally shared:
  Because the
  account was sold and settled with a collection agency, our database will not recognize
  the applied payment and, the balance would remain visible, however; there is an
  Alert that was created advising the account was paid in full.
  The
  concerned account number w/ the noted balance is not being held against the former account holder.
  We also
  confirmed the file was closed by the assigned collection agency and, the
  balance is no longer being pursued.
  
  Rogers would
  like to thank the customer for their co-operation in the resolution of
  this concern. 

• Initial Complaint

  Date:12/10/2023

  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.

  On August 22, 2023, I contacted a Rogers assistant via the Rogers website's 'Live Chat' feature to purchase a phone and data plan. I have the transcript of this interaction saved (******** ** ****** and can confirm that I agreed to the following terms, as per the employee I was speaking with:
  
  "with ****** ***** * on 0 down payment with $0 monthly on upfront edge, plan which is eligible is 30 gb unlimited CAD calling and texting , regular cost is $70 but after discount it will cost you $50+tax per month"
  
  These terms are not being honoured by Rogers now that I have received my first bill. I am being told that I really owe an extra ~$40 a month for the device ontop of the $50+tax for the data, even though I agreed to pay an extra $0 a month for the device when making the initial purchase. Customer service will not offer me any solution and insists it was a mistake on the employee's part to tell me those prices. I insist that since it was not my mistake, they should honour the price that I agreed to with them.
  
  My account number with Rogers is *********, my phone number ***** ******** and my email ******@*********.com.

  Business Response

  Date: 20/10/2023

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