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:29/06/2023

  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.

  rogers account # *********

  I have been a Rogers customer for years. I went away on vacation from May 20-28th. I live in Canada, travelling to California and Las Vegas. While I was away my phone would not receive or make phone calls. I could not use my phone to send text messages, only able to go on the internet. So upon my return home I was charged a $12.00 fee daily while I was away for ‘Roam Like Home - US’. I contacted Rogers and their incredibly unprofessional members told me there was nothing they could do even though their ROAM LIKE HOME package includes the following -
  
  ‘Travel & Roaming
  Ready to roam again? Roam Like HomeTM has you covered in 185+ destinations. Use your plan's data, talk and text freely on your next trip for a low daily fee! You can access the 5G network while roaming on select 5G devices in an area where there is 5G coverage.’
  
  I did not receive the services that they are charging me for and basically told me that I’m out of luck. My contract expires in August and will not be renewing but I’m the meantime, I should not be paying for a service that was not received.

  Business Response

  Date: 05/07/2023

  At
  Rogers, we value the feedback received from our clients, and would like to
  thank ***** for presenting this matter for review.
  
  Client Concerns:
  
  Customer only had access to partial services while roaming outside of our
  network.
  Customer was charged roaming fees even if they couldn’t benefit of the
  service in full.
  Customer wanted to receive a credit for the roaming fees.
  
  Investigative Findings:
  
  ?Only part of the service was used while roaming (data only). Which support
  what the customer is explaining but does not constitute a confirmation that
  they did not have access to the full extent of the service.
  The customer did not make any attempt to reach our technical support team
  for assistance with their issue.
  
  Resolution:
  
  Rogers’ Office of the President successfully contacted the customer on July
  5, 2023.
  
  We provided credits as courtesy to offset the roaming charges on the customer’s
  last invoice.
  We shared best practices while roaming with the customer if they wish to
  avoid similar charges in the future.
  We explained how the customer can receive technical assistance with their
  services while roaming.
  
  Rogers would like to thank?the customer for their co-operation in the
  resolution of this concern.  

• Initial Complaint

  Date:29/05/2023

  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.

  I was called & offered a great deal from WinBack team which I wasn't receiving. I had to call many times to try and resolve. I was told that Winback team would call me, not sure why? I was thinking ROGER'S was telling them to back peddle out of the offer. I waited but didn't get a call. I did get a call (fraud) from someone claiming they were calling to help me with the cost of my bill. They said all the right things. If I wasn't expecting a call from Winback then I would not have spoke to this person. They said they "changed" my bill and made everything right.... or So I thought. I saw later that an ****** was ordered and all my information was changed. I could no longer access my account. I called Rogers immediately and they told me that the FRAUD department had already taken over and froze my account. I was informed that a certain person had called me and there was a phone # in the notes.I had not and still have not received a call. However, since the FRAUD department has taken over my telephone number managed to get changed. I want to cancel all services and return my device to ROGER'S without penalty. I am already out over $300.00 (my first bill) for something I don't want and now have the HUGE problem of FRAUD on my hands. If the credits would have been honoured from the WINBACK team this whole fiasco would have been completely avoided. This is not my fault.

  Business Response

  Date: 13/06/2023

  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.

  Customer Answer

  Date: 13/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they have not called or emailed me.  I had spoke to someone in the Office of The President though my own persistence and I have been waiting for a call back.  I just called 2 days ago to follow up. No one has bothered to look into this complaint by email or phone.  Nice try!
  
  
  
  Sincerely,
  
  ******** *****************

  Business Response

  Date: 16/06/2023

  At Rogers, we value our client's feedback and would like to thank ******** for bringing this matter to our attention.?  
  Client Concerns: 
  - The customer claims that an offer that she has received was not applied to her account.
  Investigative Findings: 
  - We have reviewed the account and confirmed that the offer has been applied by our Customer Care team.
  RESOLUTION: Customer Not Satisfied: 
  Rogers’ Office of the President successfully contacted the customer on June 16. 
  We explained to the customer that the offer she has received has been applied. She requested to be able to return her device becaise she claims she was a victim of fraud because of Rogers. We explained thatm while we understand that the situation was stressful, but that the fraud was not linked to Rogers.
  As the customer was not satisfied with the offer as presented by Rogers’ Office of the President, we have informed ******** of the final stage in our complaints process.? Rogers is appreciative of the opportunity to address this concern and regret that an amicable resolution could not be attained at this time.

• Initial Complaint

  Date:15/05/2023

  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 Account #*********.

  I had previously (2022) entered into an agreement with Rogers to provide Television, Internet, and home phone services for a total of $171.75 per month with taxes included in that price. March 01st 2023 Rogers basic pricing went up and I was then paying $178.53 per month taxes included. My twelve month discount was set to expire May 2023 and my monthly pricing would be going up $30-50 per month.
  
  On Wednesday April 05th 2023 at approximately 09:44hrs I telephoned Rogers in an effort to negotiate a new monthly discount to keep my payments relatively affordable. I spoke with "Judy" in the retention department. I have the reference and interaction Id's if required. After speaking with "Judy" we had agreed on the exact same services (TV/Internet/Home phone/3 extra boxes/unlisted number/North America Calling) except with an increase in Internet speed to 1.5Gig for a TOTAL cost of $177.39 taxes included. This was an approximate $5 increase over my previous normal payment. This was just under the cost of the new $178.53 increased payment BEFORE the discounts were set to expire. I thought that $177.39 was reasonable on both our ends. I was told all previous services/rental boxes/taxes were included in that price.
  
  Later that day I received an account change notice that advised the new total price was $194.35 per month. I have no idea where this number came from. This number was not agreed upon.
  
  I spent the new few days telephoning different Rogers employees and departments without success. The employees seemed to see the agreed amount of $177.39 noted in the account while also telling me the monthly price was now $194.35. No resolution was ever reached. This pricing was not agreed upon.
  
  On or before Sunday April 09th 2023 I "shared a concern" with Rogers and received notice that the concern had been forwarded to the Escalations Team/Management Office. Today is Sunday May 14th 2023 and I have yet to hear ANYTHING further from Rogers. All the while my account is being billed a non agreed upon amount of $194.35 per month.

  Business Response

  Date: 16/05/2023

  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 claims that the cost of his plan is different than what he was offered.
  Include desired resolution 
  Investigative Findings: 
  - The agent who made a special offer to this customer did not apply the offer completely.
  Resolution: 
  Rogers’ Office of the President successfully contacted the customer on May 16. 
  We applied the missing discounts to the customer's account.
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.  
  
  

  Customer Answer

  Date: 16/05/2023

  
  
  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: 01/09/2023

  An agreement was made between myself and Rogers communications.  Over the last three months Rogers Communications had mostly lived up to their agreement (minor price and services difference than had been agreed upon).  Today I received an email from Rogers communications advising that they are going to remove my Ignite TV Bundle discounts commencing September 29th 2023.  This will change the agreed upon pricing causing me to pay a significant amount more money for their services.  This seems to me to be an agreement made in bad faith by Rogers Communications.  Can you please re-open the complaint so that we can again attempt to resolve this issue?

  Customer Answer

  Date: 25/09/2023

  I received a message from you yesterday asking for an update if I had heard from Rogers Communications regarding this complaint.
  
  Anna from Rogers Communications - Office of the President - has in fact telephoned me 2-3 times leaving a voice-mail message.  Anna's phone calls always seem to be at around 3:50pm just before the end of her work day.  I have telephoned her back (1-866-934-2466 with direct Ext #****) multiple times but she NEVER answers her telephone.  I have also left 3-4 voice-mail messages for her.  After I leave a voice-mail message Anna will usually call back a few days later.  It seems that I am perpetually playing phone tag with someone who is VERY good at the game!
  
  Unfortunately this is the only update that I have at this time!  I will continue to attempt to contact Anna.
  
  Thank you!
  ***** *** 

  Business Response

  Date: 25/09/2023

  At Rogers, we value the feedback received from our clients, and
  would like to thank *********** for presenting this matter for
  review.  
  
  Rogers is currently working with the customer to address their concerns.
  We will provide a final update once available. 

  Customer Answer

  Date: 05/10/2023

  
  
  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:05/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a reference **********

  Rogers showed up at my door looking to recruit me **** ****. **** **** ******** **** ** ******* **** * ******* **** **** ***** **** **** ****** ******* *** ********* ** ** ****** ***** **** *** **** **** ****** **** ** ******* *** * **** ******* *** decided that we didn't want to proceed with rogers. (the rep said we had 24 hrs. I text the rep and he said that it was too late and that my products had already shipped, I would need to call rogers> I did. The person i spoke with said that i could return the products and they would rectify this issue. a month later i received a bill. I called rogers . they saw the notes on file and said they would rectify it and that it may not still show on the next billing cycle. the other day I received a collections notice. I called rogers again to their loyalty department where the lady read all the notes confirmed what I was saying to her. put me on hold to review my file then hung up after 30 minutes on hold.

  Business Response

  Date: 05/05/2023

  
  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 activated services with Rogers,
  however, changed their mind within the buyer's remorse period.
  They contacted us to cancel their services.
  
  The customer received an invoice with an amount
  owing and is disputing the balance.
  
  Rogers’ Office of the President
  successfully contacted the customer on May 5, 2023.
  
  We confirmed the services were cancelled within
  the buyer's remorse period.
  An adjustment was applied for the remaining
  balance.
  We apologized for the inconvenience.
  
  Rogers would like to
  thank the customer for their co-operation in the resolution of this
  concern.  

  Customer Answer

  Date: 05/05/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:05/05/2023

  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.

  My Rogers account number is ***********.

  I chose to cancel my internet with Rogers. On March 5, I contacted Rogers via chat and notified them that I will be canceling my Internet the following day. I thought everything would have been completed and I didn’t write down anyone’s name, which was my fault. I received a bill the following month which I noticed I over paid I was only supposed to pay for six days but I paid for The whole month. I called on April 11, and I was told that there was no history of me informing them that I was canceling. The agent argued with me on April 11 and she finally put me on hold and said that there was no activity from my modem from March 7 onwards and she would grant me a credit of $86 for my overpayment for the days in March. Today I received another bill which means that that agent did not cancel my service Again and I was told that the credit that she issued me was canceled because there was no evidence that I had chatted on March 5. So Rogers is now telling me that I have to pay for Internet service from March 6 to April 11 when I had switched over to another provider at that time. I am currently asking for my credit of over payment of $86 For the dates of March and I currently have another bill that they gave me from March 6 to April 11 of $56 that I was told I have to so I am asking for those two credits to be granted. ************* * ******* ***** **** *** ****** ***** ** ***** *** *** ***** ***** ****** *** ************* * *** ***** *** * ****** ***** **** ********* * **** ****** ** **** **** * ***** **** ******* *********** *** ** **** * **** **** *** *** *** ******** *** ** *** ****** * **** **** * ***** ******** **** ****** *** **** ***** *** **** ******* *********** ** ** **** **** *** **** ***** **** *** ****** ** ********* **** *** **** *** *** ** **** ************ I notified them that I would be cancelling and it’s my job to prove it, when I didn’t receive any confirmation. **** *** **** ** ***** *** ** **** ******** * ***** ***** ***** ** *** ***** *** ** ******** *** ********** ********** ********** ********* **** ** ***** ******** ********* ***** ** *** ********* ** ***** *** ** *****

  Business Response

  Date: 05/05/2023

  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 claims her account should have been cancelled back in March and that it was not cancelled.
  Investigative
  Findings: 
  We have no record of a cancellation request in March. The customer’s account was cancelled in April and our Customer Care team applied a credit to the customer’s account to cover her balance.
  Resolution: 
  Rogers’
  Office of the President successfully contacted the customer on May 5th. 
  We confirmed
  that the account was cancelled and applied a one-time credit to the customer’s
  account to bring the balance down to the amount that she says she was promised
  by Customer Care.
  Rogers
  would like to thank?the customer for their co-operation in the resolution of
  this concern.  
  

  Customer Answer

  Date: 06/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  

  ***A representative ******, from Rogers called me on May 5th and stated that he was going to credit me for $56, which was not the original credit amount offered by customer care initially. I told him that was not the right amount and he stated he would be offering me the $83 credit and would be coming in the mail via cheque.

  MY SINCEREST THANKS TO BBB FOR ASSISTING ME IN THIS MATTER IN SUCH TIMELY MANNER. Greatly appreciate your help. ****

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

• Initial Complaint

  Date:04/05/2023

  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.

  rogers account number ********

  I have placed multiple calls and spent around 4-5hrs in phone with Rogers customer representative regarding issue with Rogers Ignite internet.
  I was on Rogers ignite 500Mbps plan and recently switched to 1.5Gbps plan since I had some issues with working in large excel files (~50+Mb) that was affecting my day to day activities in work. After upgrading to new plan the internet issues got worst, previously I was getting close to 400-500Mbps and now I'm getting only 100-200Mbps speed. This is greatly affecting my work and it is very hard for me work from home.
  Rogers sent technicians two times. First technician said the problem was because I split the wifi into two different channels 2.4G and 5G which the second senior technician later confirmed was not the problem. Also the second technician said modem is working fine it is getting 2Gpbs/50Mbps (download/upload) internet speed but our devices (laptop/phone) is getting only ~200Mbps/50Mbps which did not make any sense to him. He also mentioned the problem with working in remote files is could be because of the upload speed which is only 50Mbps, but problem with working in remote files become worse after switching to 1.5G plan which has better upload speed compare to previous plan which had max of 30Mbps upload speed.
  I called Rogers today to explain the whole situation and wanting to get out of the contract because of the speed issues affecting my work and they asked me to early termination fee of about 15$/per month for 16 months and no way they could waive of the early termination fee even though the problem is at their end.

  Customer Answer

  Date: 04/05/2023

  Thank you for looking in to this. Here is the rogers account number ********. Please let me know if you need anything else.

  Customer Answer

  Date: 04/05/2023

  Name of the person submitted complaint and primary account holder is the same

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

  Business Response

  Date: 11/05/2023

  At Rogers, we value our client's feedback and would like to thank ********
  for bringing this matter to our attention.?  
  
  Client Concerns: 
  
  -The customer stated that they are experiencing issues with their
  internet speeds.
  -They have contacted our technical support for assistance and state that
  the issue persists.
  -They are seeking compensation for their time and requesting that the
  Early Termination Fee be waived.
  
  Investigative Findings: 
  
  -Our technical support team has investigated their claim and have found
  that the correct speeds are being offered.
  -Technicians also visited the home location and have found no fault with
  the service.
  -We confirmed that large amounts of data is being used on a regular
  basis.
  -The agreement terms and conditions were sent upon activation and are
  valid.
  
  Rogers’ Office of the President successfully contacted the customer
  on May 11, 2023.
  
  -An offer was extended to the customer as a goodwill gesture in
  recognition of their efforts, however, the customer remains unsatisfied.
  
  As the customer was not satisfied with the offer as presented by Rogers’
  Office of the President, we have informed ******** of the
  final stage in our complaints process.? Rogers is appreciative of the opportunity to address
  this concern and regret that an amicable resolution could not be
  attained at this time.  

  Customer Answer

  Date: 15/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of incorrect claims made by Rogers.

  Here is Rogers response and my rebuttal. 

  [Rogers] Our technical support team has investigated their claim and have found that the correct speeds are being offered.

  Rogers] Technicians also visited the home location and have found no fault with the service.

  [My response]

  - Above response is a complete ***. To prove that, over the weekend I compared the wifi speed that I'm getting in my laptop at my sisters place (******** **** **************************************) and I was able to get 500+ Mbps and the same device is getting ~130 Mbps at my home (******** **** *****************************).

  - If there is no problem with service, can Rogers explain why I'm getting 130Mbps at my home and 500+Mbps with different Wifi network?

  
  Rogers] We confirmed that large amounts of data is being used on a regular basis.
  - What an absurd claim. Anyone with little technical knowledge will know how the above statement is ridiculous. I never complained of not getting internet or streaming service is buffering , my claim is I'm not receiving the speed Rogers committed to its customer (expecting 500Mbps over wifi in laptop)

  - I have 2x WiFi Camera / TV for streaming / 2x Laptop used for WFH / 2x Mobile / Multiple smart devices and obviously the data usage will be higher.

  I'm so much dissatisfied with the Rogers response. They don't acknowledge the problem nor listen to your concerns which is frustrating. Main reason for signing up with tire one service provider like Rogers is because of the quality of service and customer support. After being with Rogers for past few month I learnt they lack both in quality service and customer service.

  All I'm asking is relive me from the internet service without early termination fee and Rogers is unable to honor the request. I sincerely request Rogers to relieve me from the contract.

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

  Business Response

  Date: 16/05/2023

  
  Rogers’ Office of the President successfully
  contacted the customer on May 11, 2023.
  
  As the customer was not satisfied with the
  offer as presented by Rogers’ Office of the President, we have
  informed ******** of the final stage in our complaints process. Rogers
  is appreciative of the opportunity to address this concern and regret that an amicable resolution could
  not be attained at this time.  

• Initial Complaint

  Date:03/05/2023

  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.

  Rogers Account Number is *********

  By law the contracts for cellphone now are for 24 months. At the time of purchase Rogers offers free tablet account add-ons. The catch is that the plan for the account promotion is only 15 months. So on the 16th month of the 24 month contract the promotion discount ends and you start paying for the tablet plan that you would not have purchased had it not been free. The sales people in the store do not tell you this. * ******* **** ** ********* ******** ********* ** ******* Even if you are careful and monitor you cellphone bill, once the charges begin you are liable for that month and prorated amount for the current month when you call to cancel. **** ** * ****** ********* **** ******** ***** ******** ** ******* *** ****** ** *** ******* ** ***** **********

  Business Response

  Date: 03/05/2023

  At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review.  
  Client Concerns: 
       
  Include desired resolution : Refund the charges since the expiry of the free tablet plan offer
  Investigative Findings: The promotion expiry notification was sent on December 2022 invoice
   
  Rogers’ Office of the President successfully contacted the cx on May 3rd and provided the following resolution:
  - Explained about the above findings 
  - Credited the charges towards the monthly fee since the expiry of the offer
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer Answer

  Date: 03/05/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:01/05/2023

  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 checked my ******* credit report under collection section there is an account for rogers communications added by *** ********** agency indicated I have a balance to pay for amount of $2624. I called rogers and discussed with them that I don’t have any account with rogers or fido company so how come i have an amount to pay. They told me to go to rogers store and do validation and show them the proof that account details the one added to my ******* account not matching with my details. Store validate that i am not the person rogers looking for and details not matching with my as address, phone number,DOB are different.
  
  Still rogers not helping me every day they make excuses that ooh that person is handling your case , will do that but i am not receiving proper information.
  
  Even i logged a ticket with *** ******** through BBB. They said its under investigation. Its been a while.
  
  This issue affecting my credit scores , in last few days my scores went down by 110 points. I am so disappointing.
  
  Please help i am very thankful to BBB in advance.
  
  I am adding an account number and my information below.
  
  Account number -*********
  My Name - ********* ****
  Cell number- **********
  DOB - ** ******** ****.
  
  
  I am hoping you guys can help me to clear this out as soon as possible.

  Business Response

  Date: 04/05/2023

  At
  Rogers, we value the feedback received from our clients, and would like to
  thank ********* for presenting this
  matter for review.
  
  Client Concerns:
  Agency Assigned Account.
  Suggested was not theirs   
  Investigative Findings:
  ID has since been presented at a Rogers Retail Store to support *********'s concerns
  Our Validation Team supported the agent's findings – no association.
  Resolution:
  Rogers’
  Office of the President successfully contacted the customer on May 2nd,
  2023, advising further details would be required for an investigation.
  We have since followed up on May 4th, 2023, advising
  ********* the shared concerns were found to be correct.
  We also updated the involved collections agency and, the credit
  bureau.
  
  Rogers
  would like to thank the customer for their co-operation in the resolution
  of this concern. 

• Initial Complaint

  Date:29/04/2023

  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 had been with Rogers for years and had to cancel my service in November 2022 as I had to move. I canceled and paid all money owing to Rogers. Rogers over charged me by $186.17 which I paid and have been waiting almost 7 months for the credit to be reimbursed to me. My Rogers account number was *********. I have been in contact with Rogers numerous times and their representatives continue to tell me the check is in the mail ***** ** ** ********* **** I was in contact at the end of Jan beginning of April interaction # *********** and again on April 29 with the interaction # ***********. I just feel that it’s not ok to have to wait 7 months for money that was overpaid to them. My bill every month was paid in full on time every time. I really hope you can help as I’m not sure what else to do in this matter. Thank you

  Business Response

  Date: 01/05/2023

  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 cancelled their account in November and still hasn’t received the refund for the negative balance on the account.
  Investigative
  Findings: 
  A refund cheque was sent, but had to be cancelled. A new cheque was processed and will be received within 3-4 weeks.
  Resolution: 
  Rogers’
  Office of the President successfully contacted the customer on May 1st. 
  We
  explained the delays for the refund cheque and explained that we cannot speed
  up the process.
  Rogers
  would like to thank?the customer for their co-operation in the resolution of
  this concern.  
  

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:28/04/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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:
  *********

  I'm continuosly having a problem with Rogers Communications. I started a plan with them in April 2021 at the time I was offered a tablet at no charge, I accepted, but to my amazement I didn't know I had to pay for an extra line for the tablet. I let it go, then in December 2022 Rogers decided that it was best to add an extra to my plan without my knowledge consent or authorization, they added roaming to my plan, which again I did NOT authorize as for, consent to having it added to my plan, so I had to waste an hour of my time correcting Rogers ********* attempt at adding to my plan. I still have not been compensated for my time in having to contact Rogers to have this taken off the plan.

  NOW after my agreement with Rogers ended on April 12 2023, I did not want to continue with Rogers, but they don't understand when you say CANCEL everything I don't want to continue with Rogers because of the bad service and ********* attempt to charge my plan for a add on I didn't ask for. NOW I reluctantly paid for April's coverage for the plan, which is 95 plus tax, equals 96.05, but NOW Rogers is trying to charge me for the tablet that was given to me as part of my plan in April 2021, I REFUSE to pay this as this was NOT the agreement in April 2021.

  Please inform rogers to take this off the plan and also to compensate me for my time for having to waste my time to correct Rogers for attempting to *********** add roaming to the service that I didn't ask for. I am currently setting up with another cell phone provider as Rogers doesn't 'seem to understand when someone says CANCEL something they just ignore you. Once I have another cell phone provider in place I will NO LONGER be using Rogers and I WILL NOT CALL AGAIN to inform them of this.

  I would like to have Rogers compensate me for my time and also apologize for again *********** adding something to my bill that was not agreed upon. I WILL NOT WASTE MY TIME ON HOLD WITH ROGERS ANYTIME IN THE FUTURE AGAIN

   

  Business Response

  Date: 09/05/2023

  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 Sylvie C.
  Attachée, Bureau
  de la direction
  Advisor, Office of the President

   

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

   

  Customer Answer

  Date: 09/05/2023

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

  Rogers called me ONCE, I asked them to hold on for a minute as I was with someone and when I returned to the phone call Rogers hung up.  I guess Rogers feels it doesn't have to wait a minute or 2 but expects customers to wait on hold for over an hour for them, which I guess is expected from Rogers.  Rogers never sent me any email either, if Rogers can provide the read reciept to show I read and accepted the email, but Rogers can't, ***** ****** ****

  Oh and a little update, when Rogers sent me another bill, the ********** so called "finance charge" went from $2.50 to $10.00, as you can see in the pictures ********, and again this WILL NEVER BE PAID, and AGAIN, Rogers GAVE ME THIS TABLET as part of my contract starting in April 2021 and ending in April 2023 free of charge and during that 2 year contract NO WHERE in the contract was a charged a finance charge by Rogers for the tablet.  Does Rogers think "you know, the contract is over, lets charge the customer a finance charge for the tablet 2 years after we GAVE him the tablet" AGAIN THIS finance charge will NEVER BE PAID NOW OR ANYTIME IN THE FUTURE!!!!!!!!!!!! for a tablet that was GIVEN to me with my contract in April 12th 2021 to April 12th 2023. If Rogers thinks this is going to be paid IT WON'T and can CANCEL THE SERVICE ANYTIME. I won't put up with the ********* *** ********* from Rogers.

  I still expect to be compensated for my time having to correct the ********** charge Rogers attempted to add to my plan in December 2022 of the "roaming charge" that I never gave consent to, never asked for, never wanted to be added to my plan, but Rogers just added anyways. so I had to waste my time on the phone on hold correcting this ********* charge added by Rogers. I won't ask again, and I won't waste my time on the phone with Rogers AGAIN about this issue. That is my response, Rogers KNOWS the "finance charge" is ********** and without merit but with a big company such as Rogers, they seem to think they can do what they want without recourse. Rogers can answer to the Better Business Bureau about my complaint there is no need in contacting me now or in the future. If Rogers DOES'NT REMOVE THE ********** FINANCE CHARGE I will consider any business from this day forward as being DONE, I will not deal with Rogers again!!!!!!!! If the ********** charge is NOT REMOVED by the time I go to pay the monthly charge by May 27th 2023, NOTHING will be paid at all, I will consider the ANY amount owed as payment of compensation from Rogers, and also I will consider the service to be done and over and nothing will be paid to Rogers from May 27th 2023 onward. I hope this is easier for Rogers to understand as they don't understand anything else.

  My complaint is with the BBB and Rogers can reply here and ONLY here with it's response, no need in contacting me as I don't have time to waste to resolve this matter AGAIN.

  So, Rogers can cancel the ********** charge and correct the account by May 27th 2023 if it's not I will consider the account closed and any amount owing to be compensation for my time in correcting the FIRST ********** charge made by Rogers.

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

  Business Response

  Date: 10/05/2023

  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.  We attempted to contact the customer:
  May 1, 2023
   customer was unavailable we hold for
  more then 10 mins then sent an email.
  May 2, 3, 4
  and 8, 2023, unable to leave a message; sent emails
  
  Rogers is
  looking forward to the opportunity to address the customer's concerns at their
  convenience, my business hours are Monday to Friday from 9:00 to 17:00 EST and
  the number to contact me is the 1-************ ********
  
  Christine S.
  Attachée, Bureau de la
  direction
  Advisor, Office of the
  President