Business Profile

Telecommunications

Rogers Communications

Headquarters

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

1,518 total complaints in the last 3 years.
577 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:24/02/2025
Type:Sales and Advertising 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.
Plan increase. Every person I have spoken with I get different stories on as why I was sold a plan that was increased months later. Then the inconsistencies on why I get a $5.00 discount on auto payments, when others get $10. ******* ****** **** ******** **** **** ** ******* ******* ******* *** ******* **** ******* ******* ***** I've had complaints over year on how service doesn't work half the time and have spent weeks and over 50 hours with tech trying to fix it, which nothing has been done, as it's a network issue. I pay for services I can't use a lot of the time, *** **** * *** *** ******** **** ***** **** ******
Business Response
Date: 04/03/2025
Good day,

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

Client
Concerns:
Rate
Increase
Pre-Authorized
Payment Discount
Service Interruptions
Time on The
Phone

Investigative
Findings:
The January 2025 invoice included details about the
approved rate increase.
This increase will include an investment in our network
to bring our users the best mobile experience in Canada
The account holder’s discounted wireless plan includes pre-authorized
offer, however; it does not mirror the pre-authorized offer that involves
in-market rates.
A review of our tower map did not find any current wireless
faults in the account holders billing area.

RESOLUTION:
Customer Not Satisfied/Escalated to the Ombudsman’s Office:
Rogers’
Office of the President successfully contacted the customer on March 4, 2025
Our
findings were shared in detail.
In addition
to the shared concerns, we offered to engage our wireless and internet service
associates for troubleshooting support – this would involve calls made to the
account holder further support.
The service-related
suggestions were provided due to the mentioned hold time.
This
offer was mentioned on multiple occasions throughout the call.

The
account holder proactively terminated the call ******* *** ******* ** *******

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: 04/03/2025

Complaint: ********

I am rejecting this response because: ******* ********* ** *** ** *** ******  I’ve already spent over 50 hrs and was advised there was resolution at the time that would require a new tower built in the area, with no possible time frame.
Also, when I agreed to the plan I explicitly asked on the phone that this plan will not change or have a rate increase. I was then advised it would not. I cancelled my other plan that I can no longer go to. ***** ***** ******** ******* *** **********

Sincerely,

******** *****
Business Response
Date: 11/03/2025
At Rogers, we value the feedback received from our clients
and would like to thank ******** for presenting this
matter for review.
Unfortunately, we were unable to contact the
customer by email to further discuss and address this matter.
Rogers is looking forward to the opportunity to
address the customer's concerns at their convenience.
Customer Answer
Date: 14/03/2025

Complaint: ********

I am rejecting this response because: They never emailed me and the person who called me only addressed 1 part of my 3 part complaint. Instead of embedding the increase in small print on the bill, they can text me with the notice, ** **** ** *** ********** ***** ** *** **** *** **** *** *** **** ***

Sincerely,

******** *****
Business Response
Date: 20/03/2025
At Rogers, we value the feedback received from our clients, and would
like to thank ******** for presenting this matter for review.

We have contacted the customer and are working on a resolution. We will provide
an update once the request is finalized.
Customer Answer
Date: 25/03/2025

Complaint: ********

I am rejecting this response because they sent me back to technical support, which their technical support did not understand why they were sending me there way, as there has been substantial investigation and diagnostics on my issues. Technical said they would follow-up with the office of the president, as well I have emailed and left voicemails for Rafique, OOP advisor with no response. Since Rogers Technical has advised that all the towers have issues which is why I have no service or very poor service in my area. * **** **** ***** ** ******* ***** **** ***** *** ** **** * ***** ******* *** ******* ******** ** **** ********** **** ** ***** **** *** ******* ***** ** **** ******* ***** ***** ***** ** ******* **** *** **** ******** ** *** **** Technical provided the old case number **********. I think it's fair I get a substantial discount till they can provide the appropriate towers in our area, which could be years out.

Sincerely,

******** *****
Business Response
Date: 08/04/2025
We have reached out to the customer and addressed their billing concerns. We have made arrangements for the technical support to reach out to the customer to address their technical concerns within the customer's provided availability.
Initial Complaint
Date:18/02/2025
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 ******, Data Roaming turned off as suggested on rogers' support page, but I was still charged for 6 days with 15$/day for data roaming (Calls in 5 days never were accepted).

> Feb 10 Bill
> totally charged 135$
> dispute unused data-roaming cost: 6*15$=90$
Business Response
Date: 19/02/2025
I spoke to customer and issue is resolved
Customer Answer
Date: 19/02/2025

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:16/02/2025
Type:Order 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.
Shady business techniques.
When a sales person offers you a deal rogers will not honour it.
They have made me waste time and the president of the office has been no help.
Everyone is being rude or taking me in a circle.
The sales agent on the phone says I can call back I was offered three lines Canada us Mexico 250gb 45$ a month for three with 1000 minutes to call international and rogers has no intentions of trying there best to honour it. I have called and complaint about this many times.
No resolution I was trying to accept it as ***** doesn’t work in my area or bell as well.
But no agent wants to work with me but instead take me in a circle.
Business Response
Date: 18/02/2025
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 mentioned a
wireless offer was presented by a sales representative, however offer was not
honored.

Investigative Findings:
-We reviewed the customer
concerns and account.

Resolution:

Rogers' Office of the
President successfully contacted the customer on February 17, 2025.

-Customer informed us
via email that the issue has been resolved and to close this case.

Rogers would like to
thank?the customer for their co-operation in the resolution
of this concern.
Customer Answer
Date: 18/02/2025

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:05/02/2025
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 cancelled my services with rogers in August 2024 due to receiving better services and pricing from ****. On August 12,2024 I was given a “win back” offer from Rogers for all of my services at a price of $165 +hst per month and a $250 bill credit, which I accepted.
My monthly bills have never been adjusted to the agreed upon price of $165 and I have called them every month. Each time I am told it’s been resolved and will show correctly on the next bill. I just received the bill for February and it is still wrong and I’m being double charged for tv/internet services (*** ******* **** ********). I called today and was on the phone for an hour and they admit the bills are wrong but still didn’t resolve the issue.
I would like the billing corrected going back to September and credits given for all amounts charged over the $165 +hst which was agreed to.
Thank you
Business Response
Date: 13/02/2025
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 is stating that they have been billed incorrectly since
August 2024.
-They are requesting that the billing be corrected and that the charges
be adjusted.

Investigative Findings :
-A technical issue occurred causing the incorrect billing.

Resolution :
Rogers’ Office of the President successfully contacted the customer on February
13, 2025.
-We confirmed that there was a technical issue impacting the customer’s
account.
-We were informed that the issue has been resolved.
-We will follow up on the next invoice to ensure the billing has been
corrected.
-We apologized for any inconvenience this may have caused.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Initial Complaint
Date:24/01/2025
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 originally ported by wife's account from **** which she was with over 12 years to rogers. At that time, guy who was helping me said, you can't merge it with your own so you will have to create her own account - contract ends at Feb 10th, 2025.
I ported the number from one rogers account # ********* to my rogers account # ********* - where I have multiple services with you.

I called in on Dec 13th to figure out how to do this - the call went for 49 mins 56 seconds. No one told me that I have to return the old phone first otherwise I will be breaking the contract and now being charged $560 for return and save payment even though contract is still valid till Feb 10th. I have paid Dec bill of $115.08 and January bill remaining $57 which is due on Feb 2nd, 2025

we went on vacation and just returned to figure this out - went to store where I was told they can't return the phone, I have to call in at 1-************ which I did, spoke with someone yesterday at 4.59pm, the call went for 18 mins and 26 seconds. all the guy did was to send me a link of an article on how to return the phone, no label at all and blatantly said there is nothing else I can do for you. Really?????

I searched and searched and couldn't figure out how to get that label he mentioned, I called in today again at 11:18am spoke with Derek who verified the account with my wife and me as authorized user only to tell me there is nothing he can do either. spoke with manager, Harpreet who didn't listen anything nor did she investigate before connecting with me over the phone, blatantly telling me that I owe the money instead of providing solution. is this how a manager should be behaving? is this how you are going to treat your customers? is this how you conduct professionally? the call is still going as of me writing this for 54 mins and counting. Do I not have anything else to do in my day? today is our 10 years wedding anniversary and this is what you are putting me through??????
Business Response
Date: 27/01/2025
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 transferred their phone line under a different account and
was charged a save & return fee.
-They are requesting that we accept the return and waive the charge.

Investigative Findings :
-The save & return policy states that if you cancel, transfer your
number to someone else or port out your number (including for non-payment)
before the end of the agreement, we will charge the Save & Return amount that
was initially received upon activation.

Resolution :
Rogers’ Office of the President successfully contacted the customer on January
24, 2025.
-We informed the customer that the return should have been processed
prior to transferring the phone number.
-As an exception, a return waybill was sent to the customer and the
charge will be adjusted after the device is received and inspected.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Customer Answer
Date: 27/01/2025

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:22/01/2025
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.
Last year after becoming unexpectedly homeless I contacted Rogers(****) to have my home internet service suspended in January. There was a huge miscommunication and the agent only gave me a free month of service then continued to bill me normally. In July I contacted them again after realizing they were still taking the full payments out of my account through direct withdrawal. They informed me that they hadn’t agreed to suspend the account temporarily but would at that time for 6 months going forward. I contacted them the end of October informing them that I wished to completely terminate my service I was told to send the equipment back via ****** **** at the end of the next bill (middle of November) which I was fully prepared to do until ****** **** went on strike. I still returned the equipment and it sat at ****** **** until the beginning of this year. January 18 I received my final bill amount with the equipment cost removed. Today, 4 days later, I received an email saying they sent the bill to collections. I contacted Rogers to discuss that I get paid at the end of this month and will be paying off the balance then. They told me the bill is NOT in collections and refused multiple times to let me speak with a supervisor. The employee was **** and argumentative the whole conversation. *** ****** ** ********** ** **********. This has damaged my credit rating and I am not happy. They need to fix this
Business Response
Date: 30/01/2025
We have connected with the customer and will be working to address their concern.
Customer Answer
Date: 03/02/2025

Complaint: ********

I am rejecting this response because:
Rogers/**** did not take accountability for their actions once they reached out. All they did was make excuses.

Sincerely,

***** ********
Business Response
Date: 13/02/2025
We have attempted to connect with the customer but have been unsuccessful and have provided them with our direct contact information.
Initial Complaint
Date:22/01/2025
Type:Sales and Advertising 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 placed an order with Rogers sub company *** wireless through my company employee benefits. I provided them my proof of employment information as well as proof of my payments through disability as I am currently on disability. They proceeded to tell me that the information that my company provides me with is not enough and they would not fulfill my order. I told them that this is an act of discrimination as this is what I am provided through my company so how can they tell me that it is not enough or what I should be getting. I was even told by a manager that my order would be completed urgently and they would put a rush on my order and they would contact me back to rectify the situation. Neither has happened. This is unacceptable and completely unprofessional. I am a rogers customer my whole life. Very disappointed.
Business Response
Date: 23/01/2025
Hello,

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

Client Concerns:
Attempt made to complete a hardware upgrade, which involved
price plan changes
Rogers Preferred Program
Proof of disability and proof of employment were
provided
Discount Support Requested

Investigative Findings:
In order to be eligible for the Rogers Preferred Program
office, one of the requirements for support is an active corporate email
address.
The employee email address would be used to share
applicable codes for discount support.
This process may be completed by way of the Rogers Website,
Live Chat or Phone Call.

RESOLUTION:
Rogers’ Office of the President successfully contacted
the customer on January 23, 2025
First and foremost an apology was provided for overall
experience.
The account holder confirmed they do not have access to
their corporate email address.
The account holder stated they can only access the email address when in the
office – return date unknown.
I advised them that without it, the applicable discount
codes for support cannot be generated.

Rogers is appreciative of the opportunity to address
this concern and regret that an amicable resolution could not be attained at
this time.
Initial Complaint
Date:20/01/2025
Type:Order 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 not sure if you can help but Rogers has placed a 500.00 credit limit on my account. I am not complaining necessarily about the credit limit. It is the amount and their system on how it is enforced. My monthly bill is 611.00. So how can my credit limit be 500.00. And I get these texts, *** **** * **** ******** daily. So in order not to get them I paid my bill before it was due and I still got another text. * **** **** ********* I find this to be harassment. I contacted their community forum and they said yes I will get those texts because there might be upcoming charges. If course this happens every month. Is there anything I can do about this? Please help!
Business Response
Date: 21/01/2025
Hello,

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

Client
Concerns:
Credit
Limit Increase
An
adjustment with the SMS payment notifications

Investigative
Findings:
The
shared Credit Limit matter was also shared with the Office of The President by
way of another source for support.
The limit
itself was increased January 19, 2025
The
increase was based on a payment, and credit review.

Resolution:
Rogers’
Office of the President successfully contacted the customer on January 21, 2025.
Our findings,
which included the credit limit increase was shared with the account holder who
confirmed their appreciated for the provided support.
The
change will also help with the SMS payment notification concern.

Rogers
would like to thank the customer for their co-operation in the resolution
of this concern.
Customer Answer
Date: 21/01/2025

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:20/01/2025
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 went to the Roger’s website to utilize their chat feature to try to get a lower price for my elderly father in law. The representative I spoke with was able to give me a perfect solution at a price he could afford. We were told his service would begin in 5 mins, change of tv stations. When the channels arrived it was the wrong package with less than what was offered. I went on chat again to correct this to be told that the new package could not be changed as it was a contract which was never explained. I explained it was entered incorrectly by the agent. I kept the transcript as proof. I was told repeatedly that there was nothing they could do.i was offered a free channel for the inconvenience. I asked for this to be escalated to a manager. I had a call from the manager to notify me that there was no such plan as offered. I asked for them to just put it back to his original plan and forget about this new plan that does not exist. I was told that they were unable to do this as the plan had been cancelled. He then offered me a different plan that was 80$ more, I was told that this was the best option. I had no other choice and made sure it was with everything he had before, he said yes and that it would be 2-5 mins to get his channels back. After hanging up and 1-1/2 hours later he still had nothing. I called back and was told it was”stuck” and that it may take 72 hours. I told them it was not good enough and needed to be now. The manager had to delete the order and put in again. This time at another $10 as the last manager had messed up and at a 2 year contract that was not mentioned. now paying 90$ more and stuck in a 2 yr contract that should have ended in Nov 2025. Also during these chats they inquired if he would like a ********** which should never be pushed on an elderly person. I dealt with this issue for 9 + hours, came out of it owing more money and with services he does not need. I still do not know if it’s working as it is now midnight and he is asleep.
Business Response
Date: 20/01/2025
Hello,

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

Client Concerns:
Adjustments to her elderly fathers
monthly residential services
Changes to reflect financial
support.
Customer service experience
Preferred TV channel line-up

Investigative Findings:
The authorized user was presented
with offers that were either pending and/or required further clarity.
To ensure satisfaction, it was best
for our office to provide a reset and contact the authorized.

Resolution:
Rogers’ Office of the President
successfully contacted the customer on January 20, 2024
An apology was provided for the overall
length of time taken to create a financially suitable offer for her father.
Our office created a 24-month
agreement which would support the account holder’s preferred program.
We verbally went over the included
channels which was also was appreciated by the authorized user.
Rogers would like to thank the
customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 20/01/2025

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:18/01/2025
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 also sent a complaint to the office of the President :

The same harassment cycle is repeating again.

I am filing a complaint with the Better Business Bureaus as well.

Because this situation is intolerable and I do not have the energy to keep dealing with this harassment that i am subjected to with Fido every few days or couple of weeks.

I did not hear from anyone at the Office of the President regarding my email ******** ***** dated January 8th 2024, the date of the last 4 hours of harassment from Fido.

I just received another threatening text message from Fido threatening to cut my service in 24 hours .. This is pure harassment. It states that the total account balance is $0, demanding an immediate payment of $81.79 within 24 hours or the services are to be suspended. There is something seriously wrong with this situation.

Today is Saturday January 18th 2024 .. do I get to take care of the important things I need to take care of today? or do I have to call Fido for a marathon of 4 hours to make sure my services are not again interrupted ..???

But every month I have to be put through this insane situation of calling to let you know that the payment was made, so do not cut my line every month. Not only that, but the added extra fees make it so that you are taking from me 2 extra months every year. Which is the reason that we are having an outstanding amount of a month.

“Past due balance: $77.57” Paid on January 8th 2024.
Business Response
Date: 24/01/2025
At Fido, we value the feedback received from our clients, and would like
to thank ***** for presenting this matter for review.

Client Concerns :
-The customer is providing feedback regarding their experience with our
contact center agents.
-They are requesting that the collection notifications be removed from
their account.
-They are requesting that a credit be applied for their inconvenience.

Resolution :
Fido’s Office of the President successfully contacted the customer on January
24, 2025.
-We informed the customer that collection notifications cannot be
removed and that we are required to send them.
-We informed the customer that the payments must be posted by the due
date and different payment methods have different posting timelines.
-We reviewed the account and confirmed that multiple exceptions have
been made in the past regarding the applicable fees.
-We thanked them for their feedback and apologized for their experience.
-We offered to change the customer’s plan to a lower-cost plan to assist
with future charges which was refused.

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: 24/01/2025

Complaint: ********

I am rejecting this response because:
I just spoke with Anna at the Office of the President Fido for about 35 minutes. She did not offer any solution to the problem other than saying that she is apologizing. She said that I can take a lesser plan, which is not a workable solution for me. She said that she will go over the training of the agents who were so disrespectful to me. And I told her that it is not my job to be repeatedly harassed by the Fido agents and then report it to BBB and to the Office of the President, so that she can take this action. Training Fido agents should not be done at the trouble of pestering
and exhausting me.
She refused to provide me with any credit or adjustments to my bill. She refused to change the billing cycle. She refused to do anything other than to apologize. She also said that the harassing threatening messages to interrupt my service will continue.
She also said "Thank you for choosing Fido" and "you have been a loyal customer of Fido."
I am very disappointed and exhausted thinking that this hellish situation will continue. My health cannot handle this. And I do not know what to do to fix this situation.

Sincerely,

***** ******
Business Response
Date: 28/01/2025
At Fido, we value the feedback received from our clients, and would like
to thank ***** for presenting this matter for review.

Client Concerns :
-The customer is providing feedback regarding their experience with our contact
center agents.
-They are requesting that the collection notifications be removed from their
account.
-They are requesting that a credit be applied for their inconvenience as a
gesture of goodwill.

Resolution :
Fido’s Office of the President successfully contacted the customer on January
24, 2025.
-We informed the customer that collection notifications cannot be removed and
that we are required to send them.
-We informed the customer that the payments must be posted by the due date and
different payment methods have different posting timelines.
-We reviewed the account and confirmed that multiple goodwill exceptions have
been made in the past regarding the applicable fees.
-We thanked them for their feedback and apologized for their experience.
-We offered to change the customer’s plan to a lower-cost plan to assist with
future charges which was refused.
-We informed the customer that no further goodwill credits will be offered
and they are responsible of their monthly service fees.

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.

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Rogers Communications is NOT a BBB Accredited Business.