Complaints

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

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• 

  Rogers Communications

  855 York Mills Rd North York, ON M3B 1Z1

• 

  Rogers Communications Inc.

  1316 2929 Barnet Hwy Port Coquitlam, BC V3B 5R5

• 

  Rogers Communications Inc.

  16 Floor 4710 Kingsway Burnaby, BC V5H 4W4

• 

  Rogers Communications Inc.

  2695 Guildford Town Centre Surrey, BC V3R 7C1

• 

  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:05/10/2023

  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 wireless is claiming they refunded me $105.00 onto my credit card for the month of August 2023. They are now saying I need to pay this money back to them in September 2023 on my wireless bill.
  
  I never received any payment from Rogers wireless. In efforts to rectify this with Rogers which has been combined over 4 hours on the phone with multiple customer service representatives.
  
  They claim every time they sent me the money and I need to repay them. I have offered to send my credit card statement to them as proof but they will not accept this.
  
  I have attached the bills and my credit card information filtered to transactions with Rogers for reference.

  Business Response

  Date: 06/10/2023

  Hello,

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

  Credit
  Card Refund
  Billing adjustment

  Investigative
  Findings:
  The concerned
  amount was recognized as credit adjustment on the August 2023 invoice

  Resolution:
  Rogers’
  Office of the President successfully contacted the customer on October 6th,
  2023
  The adjustment
  was confirmed as a credit on the August 2023 invoice - not a credit card refund.
  In addition
  to this matter, an over charge was recognized and has since been reversed in form
  of a credit towards the account
  
  Rogers
  would like to thank the customer for their co-operation in the resolution
  of this concern. 

  Customer Answer

  Date: 06/10/2023

  
  
  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:04/10/2023

  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 customer service and spoke to Viki on 7/3/23 at around 5PM and he helped set up our account. This promo is for re-opening of line with bring your own phone qualification.
  
  He said that there will be a $60 set up fee (x 2 lines = $120) but this will be refunded on second billing.
  
  There has been no refund after the 3rd invoice and when I tried to reach out for help, nightmare starts. No available call back from their call back feature; chat from ******* does not help and just says that there are no notes on the account saying the set up fee charges will be refunded.
  
  I went to one of their hubs in ******** Mall but they cannot do anything either. I was on the phone w/ their tech support (which the lady from the hub suggested I call and I will get a real person to talk to) for 1 and a half hours and nothing happened. They just tell me there are no notes and now asking me for a transaction ID when I spoke to their agent.
  
  I gave them the names of agents and I spoke to and nothing comes up.
  
  My point of this report is that, it does not matter what notes were not written on the account.
  It is what the agent on the phone promised. ** ** ********** * **** *** ******* ** ***** **** ******* ** **** ** *** **** *** ** ****** ***********
  
  Unfortunately, there was no email that would say this except my email to myself recording what was discussed over the phone.

  Business Response

  Date: 06/10/2023

  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 stating they were offered a credit that was not
  applied.
  
  Resolution :
  Fido’s Office of the President successfully contacted the customer on October
  6, 2023.
  -We applied an adjustment to the customer’s account reflecting the
  credit that was offered.
  -We apologized for any inconvenience this may have caused.
  
  Fido would like to thank the customer for their co-operation in the
  resolution of this concern.  

• Initial Complaint

  Date:04/10/2023

  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.

  Cancelled my Fido account 1 day into the the month to month plan . I have contacted Customer Service numerous times to adjust my bill to 1 day prorated. Fido continue to want full payment of $43.68 for 1 day of service and will not adjust even when promises to adjust at the end of the billing period by customer service . This promise has not happened and Fido continue to have a full month bill for 1 day of service. This fraud / theft by this company and I need this resolved so I can pay the 1 day.

  Business Response

  Date: 18/10/2023

  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.  

  Unfortunately, we were
  unable to contact the customer by phone or email to further discuss
  and address this matter.  

  Rogers is looking forward to
  the opportunity to address the customer’s concerns at their convenience.

  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the
  President

• Initial Complaint

  Date:03/10/2023

  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.

  Rogers Account number: *********
  Case number: **********
  
  I have 12, 90-day past-due hits on my credit report starting in 2016 for $70.93. At no point was I informed that I had an outstanding balance due. I was not informed that this account was made. When I called Rogers, they stated they attempted mailing me a notice and the noticed was returned to sender because they had the incorrect address.
  
  Rogers has my phone number, email, and correct address from my other accounts and at no point was I made aware of this outstanding balance.
  
  When I called in to speak to an associate they could not explain the charge and said they would make a fraud investigation and I would hear back within 48 hours. It has been a month and I did not received an explanation, until I called again today and they told me it was a valid charge. They told me this account was created under my name temporarily to "port" my phone number. They then transferred a previous balance to this account. However no one informed me of this temporary account and its outstanding balance. The associate told me the case was “settled” and I did not even hear back from them until I called in.
  
  My credit is now in the 300’s.
  
  I disagree that this is a valid charge and want it removed from my credit report immediately. This credit rating is devastating for my future.

  Business Response

  Date: 10/10/2023

  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 account holder created a wireless line in July 2017,
  however;  he line was terminated shortly after by way of a move over to
  another account number -This process was completed within an approximate 3-week
  window.
  Customer was unaware of the charges
  Customer requested pending amount to be reversed.
  Update the credit bureau.

  Investigative Findings:
  The number was created as a temporary port number.
  When the number was transferred to the required account
  number, a balance was established.
  The account holder’s address was on file, however; it did
  not include a required unit number for account notifications.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on October 10th, 2023.
  Our findings were shared in detail.
  The account holder was also advised of our adjustment and
  credit related support which was linked with the shared account number in question.

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

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service 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.

  Ongoing…I was approached by phone to switch to ignite t.v….I accepted and instillation was done on Sept 7. 2023.A technician was to return that p.m. to finish the set up. No technician arrived and we were without any service..no internet..no home phone or t.v… for 24 hrs.I contacted Rogers Sept 8 re. no service ….it was almost connected on Sept 11.Now here lies the problem!!!
  While our basic services were restored our package included flex programming..where we could exchange different channels…BUT THAT PART NEVER got connected…so I called Rogers on Sept. 11 and also wanted another channel box…there I was told that there was a “ pending work order” and I could not get another box but I could NOT get any other service ex. flex channels until this pending work order was lifted!
  I called everyday to get info. and the Pat. answer was..” there is a pending work order “ and I was given a “ ticket “ # @ each phone call
  I called Rogers Sept. 12..17 same Pat answer each time !,,
  I asked to speak to a customer care personnel..was told it would take 24…48 hrs for a call back! Sept 15..17
  
  Finally on Sept.17 I was connected with “ Annie” in. Montreal who was able to find info.re pending work order and she “opened” it will take 7 days!
  Now we are into day 11…
  No call from customer care …..
  Sept.23 another work order opened?….
  Sept. 24 was told to call customer care supervisor…tec. support not able help..
  Sept 25 spoke to customer care supervisor “ Natalie” in Montreal who is “ Going to ESCALATE “ case.
  Sept 29 call from Rogers asking “what services were connected “
  Again going to escalate case..BUT it’s a long weekend and reduced staff so maybe another 4,,.5 days
  Well it’s only been 22 days so far so what’s ANOTHER 4…5 !
  In the mean time we have been stuck with t.v programs we don’t want and as told could change but because there is a PENDING work order SINCE SEPT 7. We are unable to change …
  This is an absolute disgrace..with Rogers ..to date Oct 1 we are still waiting for our PENDING work order to be corrected!
  We have been loyal Rogers customers for over 20 + years never switched to Bell despite numerous offers! We are seniors and my husband has missed all the baseball and pre season hockey games and continues to do so…!
  This is Rogers service?

  Customer Answer

  Date: 05/10/2023

  I am pleased to report that my problem …ID #+********
  has been resolved.
  While it took 3 + weeks everything is where it should be now and we are moving .
  In another week we will CX  our  service with Rogers ! but at least we will have this SHORT time to enjoy what we missed over the past 3 weeks.
  Thank you for your interest in this issue. 
  Yours truly  ***** **********

• Initial Complaint

  Date:02/10/2023

  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.

  Rogers told me, I will pay $55 for 60GB, if I switch my service, and they will send me a sim card. I never received the simcard instead they send me $132 bill. When I told them, why do I have to pay this money when they gave me no service, no simcard yet. They told me you signed up, you have to pay. Afterwards I asked them to cancel the service because I am not going to pay something I don't have, they agreed but they still asking me to pay $64, meanwhile they still have not given me any service, in fact it is cancelled now.

  Business Response

  Date: 10/10/2023

  Hello, 

  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 make contact with the customer
  by the noted phone or, email to further discuss and address this matter.

  Rogers is looking forward to the opportunity to address the
  customer's concerns at their convenience. 

  Thank You.

• Initial Complaint

  Date:29/09/2023

  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 2021 someone purchased an
  
  smartphone under my account. I have asked them for a copy of the contract as well as my last bill. They said it could only be sent through email. Even though I don't have an email account they are still refusing to send it. I have been trying for a month to get this cleared up to no avail. How do I proceed and with who? I was made aware of this when I went to pay my bill and was told I had a smartphone. I would like to clear this up before it goes to collections. Looking for some guidance please.

  Business Response

  Date: 03/10/2023

  Hello,

  Re: 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 account was upgraded with a new device in 2021.
  -Customer requested a copy of the service agreement and invoices as she
  did not complete the upgrade.
  
  Investigative Findings:
  -We reviewed the account and the device information (imei).
  -Customer visited one of our locations to confirm the device information
  provided.
  
  Resolution:
  Rogers' Office of the President successfully contacted the customer on
  October 3, 2023.
  
  -Our store representative verified the devices and confirmed the device
  information (imei purchased in July 2021).
  
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern.
  
  Christine S.
  Attachée | Advisor
  Bureau du Président / Office of the President  

  
  

• Initial Complaint

  Date:29/09/2023

  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 the last few years, I have had so many billing issues with Rogers, that it's impossible to remember all of the details, as there were too many. For example, before reading my issue now, please look at ************, when it went to go upgrade, how many issues there were.
  
  I decided to do an upgrade on MY line ************. I knew I did not want to spend as much per month on my next upgrade, as I was paying like $20 per month on the S21 phone that was coming to the end of its term. I paid $400+ because I didn't have the phone to return, which I paid without issue, as that was part of the deal. I went on Live Chat BEFORE doing the upgrade as I was calculating my bill and I specifically asked about the $15.
  
  The agent told me there was NO expiry date for the $15, One agent also did a mock upgrade and told me that the $15 will roll over and stay on with the plan when I upgrade. I went back on while trying to do the upgrade as I was concerned that the $15 credit was NOT showing. That agent told me not to worry since any discount that was going to be removed, I would be alerted to, which did not happen. One agent even used a "bill estimator" tool and confirmed the credit will stay.
  
  Now, social media is telling me that the $15 monthly credit was for some other issue back in the summer of 2022. That issue wasn't my fault, and again, in the last few years, there have been so many issues, it's impossible to remember. There was no warning on my bill.
  
  All Live Chat had to do was tell me the $15 credit was going to be removed on 'X' date. I only got the S23 Ultra because I was factoring that in. I would never want to pay $90 on a corporate plan!
  
  Discount needs to be added back for 2 years. I took some screenshots because I was afraid of another messup. I have some of the transcripts. Please pull all of them so you can see I was told it had NO EXPIRY!
  
  I am recently going through cancer surveillance and I don't need this unnecessary stress. Social media team did not help.

  Business Response

  Date: 06/10/2023

  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 was presented a device upgrade offer, billing did not reflect
  the offer.
  -Customer requested a pricing adjustment.
  
  Investigative Findings:
  -We reviewed the offer and informed the customer offer presented was no
  longer valid for the current term.
  
  Resolution:
  Rogers' Office of the President successfully contacted the customer on
  October 5, 2023.
  
  -We presented an offer to better suit the customer needs and modified
  the monthly service fee plan.
  
  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: 06/10/2023

  
  
  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:29/09/2023

  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.

  Beginning on September 25th, 2023 at 1:20pm, internet service was disconnected for thousands of Rogers (and subsequently any third party ISPs that use Rogers' infrastructure) customers in the Greater Toronto Area. After 28 hours, the issue still has not been resolved, with no information being communicated by the company itself.
  
  When questioned about services returning, representatives of Rogers have had very inconsistent responses, including the following:
  
  1. Services will resume in 8 hours (failed to meet that benchmark)
  2. We refuse to provide any information on your account
  3. You are not using Rogers' lines (provably false)
  4. Please contact your third party ISP (for whom they have not provided any information)
  5. When asked to speak to a manager, the representative flatly said "No"
  
  Those of us who work from home have lost hundreds of dollars, if not more, in income. Due to the internet monopoly in Canada, there is no accountability by Rogers. This is unacceptable.

  Business Response

  Date: 03/10/2023

  At Rogers, we value the feedback received from our clients, and would
  like to thank Aidan for presenting this matter for review. 
  
  Client Concerns :
  -The customer who is using a third-party internet access provider was
  affected by Rogers’ recent fibre service outage.
  -They want to share their feedback regarding their experience.
  -They are requesting that Rogers provides clear communications when an
  outage occurs.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on October
  3, 2023.
  -We thanked the customer for their feedback and apologized for the inconvenience
  of the outage.
  -The customer was informed that they may contact their third-party provider
  for further inquiries.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

  Customer Answer

  Date: 03/10/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20660219, and find that this resolution is satisfactory to me. While the response to the BBB did not include much of the conversation and recommended resolutions for long term solutions, this particular issue is somewhat resolved.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:27/09/2023

  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.

  I have internet service from Rogers however, last two months I have no internet service that I realized that when I brought a new work laptop to my house. My laptop would not connect or will show connected but in two minutes it would disconnect. I was following up with my Office IT Help Desk who run different types of test and said that I have issue with my internet. I contact Rogers Technical Support however, I was told that there is no issue unless this week on Monday when my IT told me that it is actually your internet services as last two months you have open over 12 tickets. I called Rogers Tech Support again and this time they told me that actually there is no signals. It means that I paid $75.02 for last two months without any internet services. I also noticed that since there was no internet from Rogers my devices will automatically connect to my neighbors internet as Rogers internet as they provider their password during last Rogers outage.
  
  Rogers was supposed to send their technician today to check my internet however, they did not show up. I requested their Customer Service's department about their lack of professionalism and also sent a message to Rogers's President Office that I should be reimbursed for the two months as the money they deducted from my credit card is not right as there was no internet services provided. I have not heard back from them yet however, I am requesting your office intervention for the reimbursement of my $150.16 for the money that they have taken from my account without any services.
  
  I was trying to connect with Rogers internet however, it would not work. I called Rogers's technical support

  Business Response

  Date: 29/09/2023

  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 is stating that they have been experiencing issues with
  their internet for the last two months.
  -They are seeking compensation for the inconvenience and a cancelled technical
  support appointment.
  
  Investigative Findings:
  -We confirmed the services are working on other devices and large amounts
  of data have been used.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on September
  29, 2023.
  -We apologized for the inconvenience of the missed appointment.
  -A request has been sent for the technical support team contact the
  customer to troubleshoot the issue.
  -A credit has been applied as a gesture of goodwill.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.