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.

  115A 19705 Fraser Hwy Langley, BC V3A 7E9

• 

  Rogers Communications Inc.

  1316 2929 Barnet Hwy Port Coquitlam, BC V3B 5R5

• 

  Rogers Communications Inc.

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

• 

  Fido

  1200 St.Laurent Blvd., Unit 541 Ottawa, ON K1K 3B8

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:07/09/2023

  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.

  I originally had an internet plan with Rogers back in 2016 account number ********* which was closed and paid off as I moved overseas in 2017. I have located *** ******** this confirmation to the email. I have since then not used nor have I heard from Roger regarding any issues for this.
  
  I am moving into a new building and saw an internet package in Toronto and saw a promotion I wanted therefore went to purchase this service. Upon selecting it I was promoted to reactivate my old account so I selected to find my forgotten password and gained acsess. Once in I was not able to purchase said plan as there was an outstanding balance dated August 30 2023. Please note the last time I used this account was 2016 and the date I went to purchase the internet was Sept 4 2023 so this makes no sense. I have uploaded pictures of the emails from Rogers to follow the timeline.
  
  Upon spending FOUR hours on the phone (which uou should pay me for) the agent said it seemed to be from a *** number in 2018 however provided 0 details other than that and hung up. Another agent filed a fraud report but both couldn’t locate the cause of the charges and refused to get rid of them. Keep in mind I was living in Australia 2018.
  
  Clearly it’s a money grab and now I can’t even set up my internet so disguisting that they would ***** accounts like this and to be treated the way I was.

  Business Response

  Date: 11/09/2023

  Hello, 

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

  Client Concerns:
  An outstanding balance for an account that was terminated in
  2017.
  An adjustment for a 2017 account overdue balance.

  Investigative Findings:
  The account holder requested a disconnect order on March 13th,
  2017.
  Prior to the March 13th, 2017 fulfilled disconnection
  request, the most recent payment made towards the account was posted December
  12th, 2016.
  Invoices were generated from December 2016 to March 2017 advising
  of the outstanding balance – Shared via the billing address on file.
  The account balance has since been paid by the account in order to
  proceed with a new activation for Rogers Services – Payment Posted September 8th,
  2023.
  The concerned balance is now paid in full.

  RESOLUTION: Customer Not Satisfied
  Rogers’ Office of the President successfully contacted the account
  holder on September 11th, 2023.
  We  advised the account
  holder they may submit an access request for archived invoices, which will
  support our findings / payment history – Specifically November 2016 to April 2017.
  The account holder elected not to accept our suggestion for bill
  reprints.

  RESOLUTION: Although the account is now paid in full, The
  Customer was not Satisfied with our investigative findings.

• Initial Complaint

  Date:06/09/2023

  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.

  Account number as requested: ***********

  I have been experiencing an internet issue with my rogers service since november of 2022. The issue has been getting worse as time went on as at this time my internet service is terrible: it intermittently cuts on/off all day, everyday to the point where ******** calls or streaming becomes annoying and at times unattainable to even attempt. I have called numerous time since november and more so the last 3-4 months as my internet has been getting worse. I have had numerous rogers techs come to check the connection and do their thing which did nothing at all to resolve the issue. There were mainline issues that were present and apparently fixed which they were not as my internet remained the same. I have called rogers at least 15-20 times through this time period (november 2022-present) and wasted at least 1-2 hours on each of these calls and days missed from work to accommodate techs to come and visit my home, which was more a waste of time above all else.
  Another issue that i also had to deal with is the incompetence of returning a device, which i did after receiving the return label from rogers themselves and do this day i am still being charged this after is was send back in March/April of this year! I did contact rogers to make them aware, provided them with the tracking number and was reassured the charges won't happen again which is not the case.
  My account number: ***********

  Business Response

  Date: 12/09/2023

  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 been reporting issues with their services.
  -They are seeking compensation for the inconvenience and issues.
  
  Investigative Findings :
  -Tickets have been open and technicians have verified their services.
  -The customer has since changed providers.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on September
  12, 2023.
  
  Since the account is in the process of being cancelled, we will not be
  troubleshooting the issue. An adjustment 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.  

  Customer Answer

  Date: 23/10/2023

  After coming to a resolution I thought the issue was done and over with - but to no surprise it has not. I filed a complaint against rogers September 6, 2023 with bbb case number: ********. After coming to an agreed upon resolution I have not seen the resolution in action. After multiple attempts of contacting rogers and leaving multiple voicemails I have not received any call back. I have attempted to cancel my services multiple times and rogers is incompetent of doing such a simple task. I have now returned my equipment and rogers has received the delivery from ****** ****. I would like my services canceled, my account balance to zero as promised and since my balance was very minimal I was promised that another account would be credited 1 month or service (which has not been applied). I was speaking with Anna from the office of the president. My account with rogers is: *********

  Business Response

  Date: 27/10/2023

  At Rogers, we value the feedback received from our clients, and would
  like to thank ***** for presenting this matter for review. 
  
  Client Concerns :
  -The customer had requested the cancellation of their services and it
  was not completed.
  -They are seeking an adjustment of their balance.
  
  Investigative Findings :
  -Due to a port out error, the cancellation request was not completed.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on
  October 27, 2023.
  -We have confirmed the account is cancelled.
  -A final adjustment will be applied once the final invoice is released.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

  Customer Answer

  Date: 29/10/2023

  
  
  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.
  
  
  As per our conversation on October 27, rogers will be compensating the remainder or the charges one the system rolls over to the next month. This should or will be done on November 9-10 and was told a call back or email will be sent to get this matter finally dealt with. 
  I would like to thank the office of the president for assisting me with these issues and finally resolving the port out of my number after multiple failed attempts. 
  I look forward to your message or call in the coming weeks. 
  

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

• Initial Complaint

  Date:06/09/2023

  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 account number: *********

  I have returned the equipment after my contract was over with rogers and they have recently charged $200 for the equipment that was returned. I called them to help me with this issue and they told me go to my bank to reverse the transaction. The bank cannot do that because it was a pre authorized transaction.

  Business Response

  Date: 13/09/2023

  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 they returned their equipment and have been
  charged on their invoice.
  -They are requesting that the charge be adjusted and a refund to be
  issued.
  
  Investigative Findings :
  -The customer contacted the courier and confirmed the package was not
  returned due to an error with the waybill.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on September
  13, 2023.
  
  We have issued a new prepaid waybill and the customer will go to the
  courier to update the information. We have informed the customer that the
  charge will be adjusted once the equipment is received and a refund will be
  issued is applicable.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

• Initial Complaint

  Date:01/09/2023

  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.

  Two account #s with Rogers are the following: 
  *********
  *********

  You guys are truly  and who made me walk 1.5 hours home, cost me income, lots of travel charges, left me stranded, purposely didn't communicate and transferred me endlessly to people who couldn't pick up after the former person's mess. ******** ************ *** *********. August 30 -- I tell Rogers I'm moving and they need to set up an installation at the new address by the morning of September 1 at latest. First lady says no tech is available. She speaks very little English and I don't trust her, call back, and the next guy is bewildered at his co-worker's advice and tells me there are technicians available on August 31. Great, I set an appointment for 10 AM to 12 PM. My fiancee takes an **** there with the old equipment. A technician comes and takes the old equipment to the van. 15 minutes later, my fiancee is wondering where the he is. Disappeared, no communication. She calls him and he ****** asks her what she wants and that he was there for pick-up of equipment only.  I spend the next FOUR HOURS on the phone from work while the clowns try to figure out what happened, and they set up an appointment for 2:30 PM on the same day. Meanwhile, I've lost money due to furniture assembly deposits, cleaner deposits, income, and I and my fiancee have all our moving plans in complete shambles and we're extremely stressed out. I take an **** to the rental unit because fiancee has to leave to try making up for all the lost time and re-arrange moving logistics. The technicians spend LITERALLY FOUR HOURS and STILL CAN'T GET IT DONE and LEAVE and they say it's because Rogers set the Internet signal to activate on SEPTEMBER 3RD. I call Rogers, tell them to solve it and call the tech back directly since my phone is dying. They do NOTHING and I'm stranded and have to walk back all the way to my old unit. Then I get on the phone another TWO HOURS and get another non-English worker who COMPLETELY WASTES my time and can't solve ANYTHING again. WASTE OF MONEY.

  Business Response

  Date: 12/09/2023

  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 had requested to move their services to their new address.
  -They experienced multiple issues and delays with our contact center and
  technicians.
  -They are seeking compensation for the inconvenience occurred.
  
  Resolution:
  
  Rogers’ Office of the President successfully contacted the customer on September
  12, 2023.
  -We apologize for the inconvenience and delays.
  -The customer confirmed the services are active at their new address.
  -A credit for the inconvenience was applied as a goodwill gesture.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

• Initial Complaint

  Date:28/08/2023

  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 is *********

  I cancelled internet services ending march 31 2023 because I moved. I returned my equipment which rogers received april 6 2023. i have a refund of about 120$ which i had over paid. Well rogers keeps sending me a bill for 153$ which is charges from after the equipment was returned. ive called rogers for the past 5 months going on 6 months now about the issue. i sit on hold over an hour each time at least ten times now. Rogers admits that the 153$ is incorrect and admits they owe me the refund, however nothing has happened. Now when i call they tell me they're waiting for a manager to approve the refund. Its been 5 months and they're still sending me this bill. When they owe me money. i am worried about this affecting my credit for missed payment. when this is they're mistake also i want the money they owe me

  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 has cancelled their services and was charged for unreturned
  equipment.
  -They are seeking an adjustment of the charge.
  
  Investigative Findings :
  -Following a track and trace, we confirmed the equipment was returned on
  April 6, 2023.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on September
  20, 2023.
  
  We confirmed the adjustment has been applied which is confirmed on the current
  invoice. We reviewed the payments, charges and adjustments with the customer.
  They were informed a refund will be issued.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

• Initial Complaint

  Date:28/08/2023

  Type:Order 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 # *********

  After Rogers had a large outage a year ago, I was forced to seek services from another provider.
  
  Once those services were setup, I attempted to reduce/cancel my services with Rogers only to find unreasonable barriers placed in my way by Rogers. I believe this is a direct violation of consumer rights as they continued to bill me despite multiple requests to cancel over multiple months through multiple methods of communication.
  
  Rogers prevents me from downgrading or canceling services in any way other than over the phone, despite constantly advertising that my services can be modified entirely online.
  
  They argue cancelation must be done by phone, yet multiple attempts gave gotten nowhere and they have continued to bill me for services clearly requested to be canceled.
  
  Their staff keeps customers on the phone without actually accomplishing the requested downgrades or cancelation and, if the customer is unwilling to stay on the line getting the run around, the services remain active. Il
  
  If the consumer refuses to pay for services charged after requests to cancel, Rogers temporarily suspends the account and threatens collections if unpaid.
  
  If consumer pays bill, Rogers reinstates services and continues to bill the customer.
  
  Effectively, the only way to reduce or cancel services, as per my experience, is to accept staying on the phone for an indefinite amount of time, until the Rogers employee chooses to do what the customer had requested.
  
  As a Rogers customer of over 25 years, I have been brought to the point of never doing business with them again.
  
  Currently there is a $623 bill to be paid for services, despite multiple attempts to cancel prior to those charges being incurred. They are threatening collections.
  
  They claim the services are fully canceled, however, emails as recently as this morning Aug 22 2023, suggests otherwise.
  
  If any payment is made, I expect I will be billed further.
  
  No charges should exist at this point based on propr requests to cancel.

  Business Response

  Date: 15/09/2023

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

  Client Concerns:
  Failed Disconnect order in May 2023.
  Charged un-returned Rogers equipment.
  Account Adjustments.

  Investigative Findings:
  A call attempt was made in made in May 2023.
  The associate was experiencing system issues at the time of the call –
  call ended before confirming the order.
  The termination was since completed in June 2023.

  Resolution:
  Rogers’ Office of the President successfully contacted the customer on September 7th, 2023.
  Previous verbal attempts were not successful – our contact number was
  blocked by the account holder.
  We have since provided goodwill adjustments for the overall customer
  service experience and, we advised the account holder adjustments will be
  provided once un-returned boxes are returned.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern. 

• Initial Complaint

  Date:21/08/2023

  Type:Order 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.

  Please help me to put closure to Rogers account #*********. Rogers communication keeps sending me invoices every month for services I did not have that I cancelled and was not activated. I have been receiving invoices since March 2023 and every time I would call to explain that the service is not active. Rogers clarified and stated that this account was cancelled and that I would not be receiving anymore future invoiced. However, I still keep receiving invoices. I have made several calls and case were submitted to Rogers to verify the account was closed.
  Case# *********** (April 18, 2023)
  Case# *********** (Aug. 8, 2023)
  ************ (May 2023)
  * *********** (July 26, 2023)
  As documented above, I recently received an email again that I owe Rogers $100.51. I was then informed that if I don't pay the amount that my credit score will be impacted.
  Again I don't owe Rogers any moneys and don't have any services provided to me.
  Can you please help in this matter? * **** ******** ********* ** ******** ****** * ******** ********* *** ********* **** ****** *** ************

  Business Response

  Date: 23/08/2023

  Hello, 

  As per the account holder's email dated August 22nd, 2023 which was in response to our contact attempts, 
  "I am out of country on vacation returning Sept.3. I will try to call your number when I return."

  That being said, 

  Further attempts to address the shared account concerns will resume the week of September 4th, 2023.

  Thank You.
  

  Customer Answer

  Date: 05/09/2023

  I was out of the country and did not get this email in time. I'm sorry about that. I just returned Sept.2. I would like to re-open the complaint# ******** if possible. This issue with Rogers has not been resolved. While I was away, Rogers sent two letters asking for payment.

  Business Response

  Date: 05/09/2023

  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 cancelled their service and is still receiving an
  invoice with a balance owing.
  -They are requesting that the balance be adjusted since the services
  were cancelled.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on September
  5, 2023.
  
  -We have confirmed that the account has now been cancelled.
  -We apologized for any inconvenience this may have caused them.
  -An adjustment has been applied to the account.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

  Customer Answer

  Date: 08/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  again I received an invoice of now $534.94. A Rogers representative from the office of the president contacted me Sept. 5 that this matter has been cleared and would show on the next statement . Due to this repeated occurrence, I would like to receive a letter from Rogers acknowledging their mistake and inconvenience this has caused.

  The Rogers office of the President Contact person is Anna at 18669342466 ext.****. ************

  I am truly grateful to your attention regarding this issue.

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 13/09/2023

  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 recently shared billing related concerns by way of The Better Business Bureau,
  which were addressed in detail.
  The account was fully terminated as requested.
  The support also included account adjustments.
  The account holder has since been charged an early cancellation
  and, a late payment fee.
  The account holder is requesting an adjustment for the additionally
  applied charges.

  Investigative Findings:
  Previous BBB related support was completed on September 5th,
  2023.
  However; once the account was fully terminated, an early cancellation
  fee was applied.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on September 13th, 2023.
  Our findings were shared in detail.
  We advised The ECF, which was in relation to a 24 month
  commitment was not applicable and, has since been reversed.

  The late payment fee was also adjusted.

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

• Initial Complaint

  Date:14/08/2023

  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.

  Account number: ***********

  I have had the same plan on my cellphone for well over a decade. Recently, prior to my travels to the US I changed my plan to ensure I could use my phone there without incident. Upon my return I saw massive charges on my bill. I called the customer services and so did my daughter on my behalf. Hours were spent explaining these erroneous charges to no avail.
  
  It is unacceptable that a plan be changed and that I be reliant on the explanation of benefits from a sales person only to return to a massively inflated bill. Now that the limitations of my new plan have been explained to me I will not use the phone in the US and will use any number of other free options available to me there.
  
  At this time I am asking for a credit of 296.80 dollars to offset these fees.

  Business Response

  Date: 16/08/2023

  Hello,
  
  REF: BBB Serving Central
  Ontario Complaint #********
  
  At Rogers, we value the
  feedback received from our clients, and would like to thank ***** for
  presenting this matter for review.  

  Client Concerns: 
  ?-Customer changed his monthly service plan
  prior to his travels and was charged roaming fees.
  -Customer is requesting an adjustment of the roaming fees.

  Investigative Findings: 
  -We reviewed the customer
  account and interaction of May 23, 2023, customer contacted us to change his
  monthly service plan mentioned he would be travelling to Brazil he was informed
  to use the services in Brazil it would be $15.00 per day, Agent also confirmed
  he had Canada Wide calling not US calling.
  -We reviewed usage in US and
  Brazil for June and July 2023 invoices.

  Resolution: 

  Rogers’ Office of the
  President successfully contacted the customer on August 16, 2023
  -We provided a courtesy credit in the amount of $204.37 including taxes on
  the roaming fees.
  
  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

• Initial Complaint

  Date:07/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  I cancelled my Rogers account in April with them owning me 258.91 cents I contacted the serval time to try and get them to repay it to me they keep saying they have sent it and I’ve never received anything

  Business Response

  Date: 18/08/2023

  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
  terminated her service with Rogers and was expecting a overpayment refund cheque.
  Cheque not received as yet.
  -Customer
  requesting the expected refund.

  Investigative
  Findings:
  -We
  reviewed the account and informed customer refund cheque was sent to the wrong
  address which cause additional delays.
  -We
  informed the customer cheque was reissued.
  
  Resolution:
  Customer not satisfied:

  Rogers'
  Office of the President successfully contacted the customer on August 18, 2023.

  -Customer
  is not satisfied has the refund cheque has not been received.

  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
  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: 22/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I still haven’t received my money and it’s getting ridiculous at this point 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 18/09/2023

  Good
  day,
  
  BBB
  Serving Central Ontario Complaint # ********
  
  At
  Rogers, we value the feedback received from our clients, and would like to
  thank ******* for
  presenting this matter for review.
  
  Client
  Concerns:
  -Customer
  terminated her service with Rogers and was expecting a overpayment refund
  cheque. Cheque not received as yet.
  -Customer
  requesting the expected refund.

  Investigative
  Findings:
  -We
  reviewed the account and informed customer we will cancel the check refund and
  refund will be process on her credit card
  -We
  informed the customer of the timelines.
  
  Resolution:
  Rogers'
  Office of the President successfully contacted the customer on September 18,
  2023.
  -Customer
  is satisfied with actions taken by our back-office team.
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern. 
  
  Christine S.
  Attachée, Bureau du Président
  Advisor, Office of the
  President

  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:25/07/2023

  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 contacted **** clients by e-mail, advising them that the 2 companies are now 1 and that the customer had to register for the Rogers mobility plan. Rogers said that the client would receive the same price they had with ****, the same phone number and the price would be guaranteed for 5 years. I did 2 chats plus several phone calls with Rogers staff (I have the transcripts of the chats outlining exactly what I wanted - no changes. Then I received an e-mail from them about my Rogers account with much higher charges, a different phone number and no details the same as with my **** plan. I contacted them about the “errors” and each time they said they would fix them. The person that I could only contact by phone agreed to everything I wanted but refused to send me an e-mail confirming the details of the “corrected” account. The next e-mail I received had another charge for something I didn’t change and no improvement in the account details. Rogers is recording these false, **** account details because any change in the details of the **** account would enable Rogers to charge whatever they wanted and not be tied to the low-cost 5 year price freeze. Rogers ad ******* me. They did not deliver what they promised. To date I have NOT put Rogers SIM card into my phone, so I am still on my original **** account with my original phone number. If I inserted the SIM card from Rogers, it would appear that I had accepted their ****. I see that Rogers has many similar complaints on the BBB site. I want to cancel everything with Rogers and find an ethical mobile provider. Please help me.

  Rogers only provided a partial account number and not a complete number on any of their e-mails with me.  The partial account number is *-****-****.  The related Rogers phone # that I have not activated is ************.  The username they have given me is my e-mail address: ******@******.com.
  
  Important additional updated information. I was only able to get proof of what was discussed on the 2 chats.  They kept telling me to phone other numbers and the people I spoke to on the phone refused to sent me in writing the details that had been discussed.  They know that I have complained about their actions and this morning I went on their website to cancel the account and the authorization for payment but their site automatically picked up my e-mail address and didn’t allow me to access their in-person chat to cancel my services.  That is the only format that would enable me to have proof of the cancellations and their past actions indicate that they would not attest to my cancellations and they would keep the account open to create a delay and to create false charges.  Please help me cancel the account and the payment authorization for this service which has never been activated.  Thank you for your help.

  Customer Answer

  Date: 25/07/2023

  Rogers only provided a partial account number and not a complete number on any of their e-mails with me.  The partial account number is *-****-****.  The related Rogers phone # that I have not activated is ************.  The username they have given me is my e-mail address: ******@******.com.

  Important additional updated information. I was only able to get proof of what was discussed on the 2 chats.  They kept telling me to phone other numbers and the people I spoke to on the phone refused to sent me in writing the details that had been discussed.  They know that I have complained about their actions and this morning I went on their website to cancel the account and the authorization for payment but their site automatically picked up my e-mail address and didn’t allow me to access their in-person chat to cancel my services.  That is the only format that would enable me to have proof of the cancellations and their past actions indicate that they would not attest to my cancellations and they would keep the account open to create a delay and to create false charges.  Please help me cancel the account and the payment authorization for this service which has never been activated.  Thank you for your help.

  Business Response

  Date: 04/08/2023

  Hello,
  
  Ref: BBB Serving Central
  Ontario Complaint #********
  
  At Rogers, we value the
  feedback received from our clients, and would like to thank her for presenting
  this matter for review.  

   This customer has also
  presented his/her concerns for consideration through the Commission for
  complaints for Telecom-television services (CCTS).  As such, Rogers will
  work with the customer through this regulatory channel to provide resolution.   

  Please consider this
  matter closed. 

  
  Christine S.
  Attachée, Bureau de la
  direction
  Advisor, Office of the President

  Customer Answer

  Date: 09/08/2023

  
  
  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,
  
  
  
  **** ****

  Customer Answer

  Date: 30/10/2023

  Your BBB helped me in July and August 2023 (previous case ************** to stop Rogers Mobility from harassing me by changing my phone service and phone number so that they would avoid the 5 year rate freeze. I thought that the problem with Rogers was over. However, on September 22nd, 2023, I received an e-mail from Rogers assigning me a new phone number and attaching charges for that phone number. I did not activate a new number. On October 19, 2023, I received the following e-mail from ****: You've successfully cancelled service for ********** on your **** Mobile account. If you did not initiate this change, please call us at 1************* or dial 611 from your phone. I had not contacted them since August and I did not request the cancellation. I did not phone as their previous phone conversations were lies, so I immediately sent an e-mail to the Office of the President of Rogers AND to the **** e-mail address on ****’s website. My e-mail said: Your e-mail claimed that I had requested my ******* mobility service be cancelled and it has been cancelled. I did not request this. This appears to be a ploy to evade the 5 year rate freeze as you continuously try to change the details of my service without my approval. The BBB and CCTS made it clear to you that I want no changes made to my phone number or to my mobility service when you tried to change my service previously. Restore my service immediately, without any changes, to my phone number - ************ - or the BBB and CCTS will resolve your ********* action as they did before. If this is not resolved to my satisfaction immediately and if any action by you happens again to change details of my mobility service without my approval, a federal and provincial media investigation into ****/Rogers business practices will ensue. Contact me at ******@******.com. ******* **** Neither Rogers nor **** has replied and I have been without phone service since Oct 23, 2023. I am a disabled senior who has a medical monitor requiring phone service to operate. My doctors and the hospital rely on contacting me by telephone. Please help me to permanently stop Rogers/**** from ********* and ******** me with their ********* business practices. Before Rogers took over ****, I had no problem with my phone account. I have an automatic payment set up and my payments have never been late. In addition, I received confirmation from **** that my October 2023 payment had been processed. Thank you for your help. Sincerely, ******* ****

  Business Response

  Date: 01/11/2023

  Hello,

  REF:  BBB Serving Central Ontario Complaint
  #********

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

  This customer has also presented their
  concerns for consideration through the Commission for complaints for Telecom-television
  services (CCTS).  As such, Rogers is
  committed with working with the customer through this regulatory channel to
  provide resolution.

  Thanks,

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

  Customer Answer

  Date: 01/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The CCTS has only contacted me to provide a huge amount of info to them, most of what was included, with quotes, in my original complaint.  It appears they have not asked the company to provide any proof to validate their cancellation of my phone service.  They appear to be protecting the company, not the consumer.  The first complaint I submitted was resolved by the BBB, not by the CCTS, who never contacted me with any action.  Please help me with a permanent solution to the telecommunications company’s abuse and unfair business practices.  Can you suggest another body or ? that can help me, please?
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 09/11/2023

  Hello,
  
  REF:  BBB Serving Central Ontario
  Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would
  like to thank ******* for presenting this matter for review. 
  
  Client Concerns:
  - Customer received an email confirming the activation of a new Rogers’s
  account on September 22, 2023. On October 19, 2023, she received another
  confirmation, from ****, that her number was cancelled.
  - Customer did not request to activate a new Rogers account nor to
  cancel her services with ****
  - Customer requested to reactivate services with **** andnew SIM card is to be activated.
  - Customer requested a guarantee
  that her service will remain under the 5-year rate freeze and a credit for the
  number of days she has been without phone service.
  
  Investigative Findings:
  - We reviewed the account activated on September 20, 2023
  - We emailed the customer her Wireless Service Agreement with details including
  cost of the monthly service plan and delivery notice to the customer.
  - We informed the customer, via email, that a sim card was sent to her
  attention and her number was automatically ported from **** to Rogers on
  October 19, 2023. (The ****
  Mobile SIM will stop working and will need to switch to their Rogers Mobile
  one.)
  
  
  Resolution:
  - Rogers' Office of the President successfully contacted the customer on
  November 8, 2023.
  
  - We emailed the customer to advise should she want to port out her
  services to a different carrier, we will fully refund unused services. Services
  were then ported out November 8, 2023.
  - The charges were adjusted.
  
  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: 09/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****