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.

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

• 

  Rogers Communications Inc.

  9325 200 St Langley, BC V1M 3A7

• 

  Rogers Communications Inc.

  939 2002 Park Royal S West Vancouver, BC V7T 2W4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/09/2023

  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.

  Account: #*********

  On Sept 15 I placed an order to upgrade my phone, received the email confirmation and estimated time of arrival would be within 5 business days. On Sep 16 I received a phone call from Rogers, which I did not pick up as I was working, and today when I attempted to log into my account I found out that it is suspended and to contact support. They told me my account was flagged by their fraud team and that my new phone order was either placed on hold or cancelled and the way to resolve it was to contact the fraud team. Tried multiple times contacting them around 3:30 pm EST without a response and received a phone call after. I explained the situation, they understood it was their error and reactivated my account. There was no reason to be fraud as before I placed my order I was on a live chat (through my account - my ID was verified!). My order was CANCELLED however the fraud specialist told me they would add a note so that I could bump up on the waiting list. I went back to support, who told me they couldn't do anything for that. I have requested with all respect to be escalated as I wanted to file a complaint and only wanted what was fair to me (which is being on the same place on the waitlist I was originally). Their manager did NOT accept to have my issue escalated. The support agent was polite but I cannot believe there is no way to support a customer that needs what is fair for something that it was not my fault and there is no way to support. Please do better!

  Business Response

  Date: 20/09/2023

  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 placed an order for a device online which was cancelled.
  -They are requesting that we reinstate their place in the preorder
  waitlist.
  
  Investigative Findings:
  -The order was cancelled as a precaution by our Fraud team.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on September
  20, 2023.
  We apologized for the inconvenience and shared the investigation
  findings. We confirmed a new order can be processed, however, we cannot change
  the priority of the preorder waitlist. An adjustment has been applied to the
  customer’s account as goodwill gesture.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

• Initial Complaint

  Date:18/09/2023

  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.

  My Rogers account number is: *********

  I have a phone plan with Rogers that I am being forced off of. I was in the US and lost my phone so had to get a US ******. The US ****** only accepts digital sim cards. I contacted Rogers for a digitial sim card and they said they would not give me a sim card until I change my plan. The plans that they offer are much more expensive, slower, and offer much less than what I have now. I really need a sim so that I can use my phone and do not like how they are holding ** ******* by saying I must change my plan.

  Business Response

  Date: 26/09/2023

  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 purchased an US device that only accept E-Sim, was unable to
  upgrade her regular sim to an E-Sim without changing her plan.

  Investigative Findings: -Reviewed customer account, plan is a corporate offer and employee
  validation is required prior making any modifications.

  Resolution: Rogers' Office of the President successfully contacted the customer on
  September 26, 2023.-Informed customer employee verification is required; customer decide to
  keep the plan as it and use a device with her regular sim.

  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:18/09/2023

  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 August 22, 2023 I received a collection notice on my credit report from Rogers saying that I owe $3600 when I contacted Rogers about this they stated that someone may have used my information to open a cable account back in 2019 And that they would look into it and have the fraud department call me. A week later I called back spoke to a different agent who informed me that none of the information from the cable account matches mine except for the last name therefore it was not a matter of fraud it was a matter of Rogers linking it to my profile instead of that person‘s profile this has impacted my credit majorly I am unable to get a loan or take out a phone I keep contacting Rogers about this and they are doing nothing . The third time that I called I was told that it cannot come off of my credit report until the balance owing is cleared and that Rogers cannot compensate me in any type of way. The holder of the cable account and I only share a last name, all of the other information (date of birth, address, social insurance Number phone number and email) So it is very concerning on how Rogers made such a mistake and allowed this to end up on my credit report.

  Business Response

  Date: 18/09/2023

  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 an account is reporting incorrectly under
  their credit bureaus.
  -They are requesting that we correct the reporting.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on September
  18, 2023.
  We have confirmed there is an account that is reporting incorrectly and
  have sent a request for the correction of their credit bureaus.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

• Initial Complaint

  Date:18/09/2023

  Type:Sales and Advertising 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.

  Account number ***********          Bill number  **********

  Fido called me several times before, and on 21 Apr 2023. We agreed on the plan of 35 dollars and 50gb with 1000 min international calls.
  I was leaving on holidays, so I asked them to hold off until I returned home. They said they would mail it to me while I was on vacation, so I can use the sim when I return home.
  I ASKED IF I WAS GOING TO BE CHARGED IF SENT, THE AGENT SAID THERE WAS NO CHARGE AND I CONFIRMED AGAIN AND AGAIN TO MAKE SURE. HE SAID NO
  CHARGES WILL ME MADE, UNTIL I INSERT AND ACTIVATE THE SIM THEN ONLY THE LINE WILL BE TRANSFERRED TO FIDO AND CHARGES WILL APPLY.
  On my return I received the package of the sim, and so I called to confirm before
  installing it. However, the agent I spoke to said the plan had no 1000 min long distance in the plan. I asked them to refer to the notes as agreed on 21 Apr 2023. Also, I discussed the bills that I had received to pay for the service, which I had not even started or used. Therefore, I was not going to pay for it, and wanted it to be corrected and cleared. She said she can't change the new plan or the bill I was being asked to pay, so I'll have to pay for it.
  I refused to accept the new plan which I didn't agree to since it was different from the previous one I was told about. So I asked her to cancel the whole thing. Then she said she would cancel the new plan, but I'll still need to pay the current bill of 208.45, since they had sent the sim already.
  Now they have been ********* me with phone calls from all different
  phone numbers, as well as mail.
  

  Business Response

  Date: 25/09/2023

  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 accepted a service offer for 2 lines in February 2023.
  -Customer was billed for the services.
  -Customer is requesting an adjustment of the invoices.
  
  Investigative Findings:
  -We reviewed the interaction of February 2023, agent confirmed the
  service of her line would not be disconnected with her current provider, and
  she would have to call upon her return of vacation to transfer her numbers.
  -We reviewed the invoices and usage (no usage made).
  
  Resolution:
  Rogers' Office of the President successfully contacted the customer on
  September 25, 2023.
  
  -We informed the customer of our policy services are billed from activation
  date and adjusted the balance on the account.
  
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern. 
  
  Christine S.
  Advisor, Office of the President|
  Attachée,
  Bureau du Président

  Customer Answer

  Date: 04/10/2023

  
  
  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:18/09/2023

  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.

  *** ***********
  

  Rogers outages in our area were ongoing and significant for a 5 week period, impacting me and my spouse who both work from home. Upon contacting them - as we still paid our bill on time - I requested a credit for loss of service.. I.E. They did not honour their contract as a service provider - we paid but did not get service. After getting nowhere with them, we decided enough was enough and we canceled our service. Their "customer retention" department called and asked if there was any way to get/ keep as customers. I reiterated EVERYTHING that had happened to date and that they still owed us money. (Call was supposed recorded).
  
  We sent back the router (and had SIGNED proof of delivery), yet 1 week later we got an email saying we would be charged if they did not receive their router in 1 week. That went away and we never got contacted again regarding that even though we took no action on this, however, in all the paperwork from ending our contract it said in 4-6 weeks we would get a refund mailed to us if there was any positive credit balance on our account. There was $7.15 credit. I received two "invoices" showing they owed us $7.15. I waited 7 weeks and received no cheque. I contacted them twice by email (the last was August 21st). Their website said 2-3 days for response. Response was auto-generated email saying I needed to call. August 29th, called - phone call supposedly recorded, told a cheque was being cut "today" and we would receive it in 5 business days. Still nothing - it is Sept 16th.
  
  I am considering contacting a lawyer to sue for punitive damages, loss of income, and lost wages for the amount of time invested. I "feel" I was abused and taken advantage of and our contract was breached. Rogers benefited immensely from my lost 5 weeks of service and now being made jump through hoops and lost/ wasted time contacting them for money THEY indicated was owed me and would be paid in 4-6 weeks!
  
  

  Business Response

  Date: 18/09/2023

  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 terminated their service for technical
  related concerns.
  When the account was terminated, our system generated a
  credit.
  The generated refund from the credit has yet to be received.

  Investigative Findings:
  The account was terminated as requested.
  A generated refund was dated Tuesday, August 29th, 2023.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on Monday, September 18th, 2023
  The account holder was initially advised a rush order would
  be placed on the refund.
  Our office has since been advised the refund was generated
  and, placed in mail on Friday, September 15th, 2023.
  This information was shared by way of the account holder’s
  voice mail - moments after our initially contact on Monday, September 18th, 2023.
  Please note our direct contact details were provided to
  ensure a positive end result to the customer’s shared concern.
  
  Rogers would like to thank the customer for their
  co-operation in the resolution of this concern. 

  Customer Answer

  Date: 20/09/2023

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

  I take it as a personal affront. This was a complete and total dismissal of the contractual obligation Rogers had to us whereby we paid for service, did not get the service, and then had to fight for 12+ weeks to get a small credit (of our own money) returned to us.

  My time investment in having this corrected was worth hundreds more than the value of the cheque. As well we are still out the loss of business, time and personal value directly attributable to the many and ongoing outages of service (for which we paid) throughout the month of May 2023. This entire experience was absolutely absurd from any business perspective, and disgraceful.

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

• Initial Complaint

  Date:18/09/2023

  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.

  Rogers Account # ***********

  I was called by Rogers Ambassador +1 ***** ********.
  
  They said for my new wireless service (***** ********) will cost 78+ Tax.
  
  Now bill is coming to $135.
  
  Rogers sent me an agreement, I called them back saying it’s not correct, they told me bill will be corrected. I asked them to play the recording of conversation which they are not ready to do. I asked for cancellation of service and they are asking to pay penalty.
  
  Please help to resolve. I would like Rogers to correct the agreement.
  
  Regards
  ******

  Business Response

  Date: 27/09/2023

  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 was contacted by the Ambassador team on July 20, 2023 and a
  service offer was presented.
  -Customer’s invoice did not reflect the offer presented.
  -Customer requested an adjustment.
  
  Investigative Findings:
  -We reviewed the account and the interaction
  
  Resolution:
  Rogers' Office of the President successfully contacted the customer on
  September 27, 2023.
  
  -We informed the customer offer was applied to the account and adjusted
  the previous invoices to reflect the offer presented on July 20, 2023
  
  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

  Customer Answer

  Date: 27/09/2023

  
  
  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.  I will have  review the next  when it comes.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:18/09/2023

  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.

  *** ******** *** ******* *******
  

  I purchased a rogers wireless plan in July 23 in order to have mobile data while camping at a reasonable rate. I received repeated assurance from the store representative and manager that I would be charged 20$/10Gig overage, despite a different, much more expensive rate of $10/100mb in the fine print. The first day we tried to use the service it worked for a couple of hours, then stopped. Every subsequent stop after that it continued not to work and multiple customer service calls over multiple days could offer no solutions. I cancelled the service at that point and was told I would have to wait for my promised refund until the end of the billing period. That came and went and an over $500 charge appeared on my account at the rate I had been repeatedly promised in person and through customer service I would not be charged. Multiple subsequent calls to Rogers over 6 weeks has resulted in no action, despite having been told I would receive a call back from the office of the president almost a week ago and that they were in the wrong. The account is now in arrears due to Rogers repeatedly using delaying tactics and I'm concerned about potential effects on my credit rating. *** **** ********** ***** *** ********* ******** **********

  Business Response

  Date: 19/09/2023

  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 activated a data line in July 2023, over usage rate was
  indicated at $20.00 for 10GB.

  -Customer
  was billed over usage at a different rate.

  -Customer requested an adjustment.
  
  Investigative Findings:
  -We reviewed the account, usage made and over usage rate quoted.
  
  Resolution:
  Rogers' Office of the President successfully contacted the customer on
  September 19, 2023.
  
  -We adjusted the over usage billed at the quoted rate.
  
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern. 
  
  
  Christine S.
  Attachée, Bureau de la direction
  Advisor, Office
  of the President

  Customer Answer

  Date: 25/09/2023

  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:13/09/2023

  Type:Sales and Advertising 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.

  Fido account number: *********

  On Aug 30, 2023, I got a call from the winback team with an offer to have me back to Fido. The offer was as follows:
  2 Lines + 2 Devices with trade ins
  Both lines were offered the same monthly plan= $32.5 20GB + 1000 ILD Minutes+ $200 Hardware credit + $60 activation fee credit
  
  Trade-In Device 1: ******* ****** *** FE5G 128GB - $120 trade in value
  Financed Device 1: ***** ****** ** 128GB (Downpayment: $0)- $32.12/mo for 24 months
  
  Trade-In Device 2: ******** Black 128GB $350 trade in value+$400 bonus trade for *** *****
  Financed Device 2: ******* ****** *** ***** 256GB (Downpayment: $327)-$38.34/mo for 24months
  
  I accepted the offer and confirmed all the required personal details with the agent over the phone including the IDs for doing a credit check. At the end of the call, I was assured that everything is all set and I will receive a confirmation email Shortland the devices with the sim cards in a week.
  
  Later when I called Fido to get the status of the order, I was told that the order is deemed invalid as the agent quoted me wrong device prices. Now, if I want to continue with the offer, I will have to accept current date's offer which makes the device costs almost double of what I was offered initially.
  
  Prior to this date, I had got calls multiple calls from the same team in July and Auguat with the similar device cost and monthly plans. Upon asking to verify that information,I was told the they don't have call recordings available for those calls. Also, I fail to understand how come different agents could offer me similar plans yet now being told that I had accepted an invalid offer.
  
  *** **** ***** ** ** ******* **** **** ** ***** *** *** ********* ***** ******** to get the customers and wasting their time and efforts and eventually making them lose the opportunity to shop around during a promotion period keeping them in false hopes.
  
  I want Fido to honour the offer as agreed verbally and specified in the account notes without doing any delays.

  Business Response

  Date: 22/09/2023

  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 was offered a Winback offer on August 30, 2023, order was not
  process.
  -Customer was informed order could not be process at the quoted pricing
  offered on August 30, 2023.

  
  Investigative Findings:
  -We reviewed the account and the offer presented and accepted on August
  30, 2023.
  
  Resolution:
  Rogers' Office of the President successfully contacted the customer on
  September 22, 2023.
  
  -We completed the order and informed the customer we will adjust the
  pricing to reflect the offer presented on August 30, 2023.
  
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern. 
  
  Christine S.
  
  Attachée, Bureau de la direction
  Advisor, Office
  of the President

  Customer Answer

  Date: 22/09/2023

  
  
  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:08/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ************
  

  Hello,
  I Upgraded 3 phone lines on my account on July.18/‘23, 2 of which were ****** ** *** with ****** bundle. I have yet to receive the ******s nearly 2 months later. After multiple phone calls and emails with Fido’s Office of the President (OOTP) advisor and being told I will get what I ordered, Fido still hasn’t delivered.
  My most recent email communication is attached. I requested a (1) letter of apology, (2) $400 credit to cover the costs of paying for two products I haven’t received (for two months), a (3) lowered monthly bill and the (4) ******s I originally ordered.
  
  The OOTP stated a letter of apology will be sent, only $200 was credited to my account (1 months worth), and a “confirm” team is “working” on getting me the headphones I ordered speech. They stated there was no way to lower my monthly plan, which is absurd and avoiding their own mess up.
  
  1 out of 4 requests completed. Now keep in mind, earlier, they did make minor adjustments to my account, however that was a small bandaid on a large wound just to keep the customer temporarily satisfied. Since these adjustments, still nothing has been done, hence why I asked them to make it right, but only received 1/4 of the effort.
  
  This is the reason why I am writing to the BBB for your assistance. This is the run-around I’ve been given for two months. I tried to handle this on my own, but still given the run-around from OOTP advisors, they clearly have no idea what’s going on with my order.
  
  Side note: I’ve been a loyal customer to Fido for 20yrs, it’s obvious loyalty doesn’t mean anything to Fido.
  
  Thank you BBB for your time.
  
  Desired Resolution:
  
  Finish the Job
  Delivery on requests and product
  Credit (1 month) as explained above

  Business Response

  Date: 18/09/2023

  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. 
  
  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 de la direction
  Advisor,
  Office of the President
  

  Customer Answer

  Date: 27/09/2023

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

  I was unavailable during these calls due to work. I contacted them back with no response. 
  

  and I have yet to receive the 2 x ******s I originally purchased. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 05/10/2023

  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 purchased two ******
  and *** **** bundle in July 2023, and still haven’t received the *** ****.
  -Customer
  requesting an update.
  
  Investigative Findings:
  ?-We reviewed the orders and
  resolution already provided by the Office of the President.

  Resolution:
  Rogers' Office of the President successfully contacted the customer October
  5, 2023.
  
  -We informed customer request were submitted via our fulfillment team
  and will follow upon the request.  We
  adjusted the monthly financing amount for the *** ****.
  
  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: 12/03/2024

  Previous BBB complaint #******** This has been an on-going issue since July.18/2023. As you can see from my previous complaint, I still had not received my 2 x ******* and it is now March 2024…8 months! Do you think this is acceptable? Our last agreement (“Office of the President” - Fido) and I agreed to a low monthly discount not nearly enough it’s worth with the promise from Fido that I will receive these ******* in February 2024. Fido again did not deliver. This new complaint/agreement…I will be rejecting every offer Fido provides knowing full well Fido will follow the corporate handbook and state “the plans you currently have are already the best plans we have to offer and there is no way to lower your monthly bills”…which you and I both know is completely false. I will continue to file complaints with the BBB if I do not receive my desired resolutions and 2 x ******* I originally ordered.

  $50 per line credit for the remainder of my contract + the 8 months (and more) it’ll take for me to receive my 2 x ****** pros.; Billing adjustment; -No closing this BBB complaint if I do not answer your call. -No closing this BBB file until I am completely satisfied with the agreement. -An apology letter (which I still have not received) admitting their fault in this issue and their failed attempts to locate and deliver the 2 x ******* I ordered back in July 2023, and on the treatment they have given me during their unorganized issues to a 20yr loyal customer. -No further contact by the companies Office of the President representatives. 

  Business Response

  Date: 21/03/2024

  Good
  day,
  BBB Serving Central Ontario Complaint #********
  
  At
  Rogers, we value the feedback received from our clients, and would like to
  thank ****** for bringing this matter to our attention.

  Client
  Concerns:
  ?-Customer purchased two ******
  and *** **** bundle in July 2023, and still haven’t received the *** ****.
  -Customer
  requesting an adjustment.
  
  Investigative
  Findings:
  -We reviewed the orders and
  resolution already provided by the Office of the President:
  (1) Courtesy credit of $200
  on 09-07-2023
  (2) We provided a credit
  $293.44(3 months - monthly service plan adjustment).
  (3) An apology letter was
  mailed out September 6, 2023.
  
  Resolution:
  Customer not satisfied:

  Rogers'
  Office of the President successfully contacted the customer on March 15, 2024.
  We provided
  the following resolution:
  (1) Confirmation of the
  previous resolution presented: Courtesy credits applied $293.44 plus $200.00.
  (2) We calculated the
  financing monthly amount for the *** *** ($3.86 including taxes) on each line
  and agreed to credit the *** *** financing amount for 6 months and informed you
  if the *** **** were not provided we would adjust the financing monthly amount
  for the *** *** until the end of the agreement in July 2025. The courtesy
  credits of $3.86 (2 lines) were applied to your account and will continue to be
  applied to your account until the end of agreement.
  
  As
  the customer was not satisfied with the offer as presented by Rogers' Office of
  the President, we have informed first name only of the final stage in our
  complaint process.  Rogers is
  appreciative of the opportunity to address this concern and regret that an
  amicable resolution could not be attained at this time.
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor
  | Office of the President

  Customer Answer

  Date: 21/03/2024

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

  (1) Did not receive a letter of apology. Send the letter to the BBB and they will provide to me if you’re that stubborn to admit your wrong.
  

  (2) I just want what I ordered, plain and simple, that's it…or at least man up and tell me “******, you will not be receiving these 2 x ******* for ….. such and such reasons“…stop with the textbook corporate answers and be real for once. This has gone on since Oct ‘23 and I’m still trying to get real answers from you. I’ve been loyal to you for 19+ years! Longer than most of you working at the OOTP. 
  

  As stated earlier, continue to expect rejections until I am completely satisfied. 

  Have yourselves a wonderful day :)

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

• Initial Complaint

  Date:07/09/2023

  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.

  Request to Transfer My Mobile Service Back to ****
  
  **** account number ****************
  
  All three numbers back to **** (************)(************)(************)
  
  Dear [Rogers customer Service Department],
  
  I am writing to request the immediate transfer of my mobile service back to ****, following the recent change to Rogers, which was made without my consent or order.
  
  I have been a loyal **** Mobile customer for an extended period, and I have always been satisfied with the service I received. The sudden change to Rogers has caused significant inconvenience and disruption to my personal and professional life, primarily due to the unexpected alteration of my mobile number.
  
  I believe it is my right as a customer to choose the service provider and mobile number that best suits my needs. Therefore, I kindly request that you initiate the process to transfer my mobile service back to **** as soon as possible. I wish to retain my original mobile number, which is essential for my communication requirements.
  
  I understand that the merger between Rogers and **** may have necessitated certain changes, but it is crucial that these changes are made with the consent and understanding of the customers involved. I hope that this request can be addressed promptly to minimize further disruption to my mobile service.
  
  I look forward to your prompt response and the swift resolution of this matter. Please feel free to contact me if you require any additional information or clarification.
  
  Sincerely,
  
  ********** *****

  Business Response

  Date: 08/09/2023

  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 has a pending transfer from **** to Rogers.
  -They have opted to change to a different carrier and would like to have
  the phone numbers released.
  
  Investigative Findings :
  
  -The phone number transfers were pending in our systems.
  
  Resolution :
  
  Rogers’ Office of the President successfully contacted the customer on September
  8, 2023.
  
  Rogers has released the pending transfer requests and cancelled the account.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.