Business Profile

Telecommunications

Rogers Communications

Headquarters

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Important information

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

Complaints

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

Customer Complaints Summary

1,521 total complaints in the last 3 years.
578 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:02/01/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have 4(four) mobile phone accounts with Rogers (transferred over from ****). One of these is for my 80 year old father. My father went to Kenya in September 2024 to visit my sister and her family.

I suddenly get a bill from Rogers for $330 for data roaming from Nov 2024 to 20 December 2024 for my father's phone account. We already get 1 GB of free data per phone from Rogers, which we barely use. We don't even use data that we have available for free, so to get a bill for $330 for roaming data is purely **********. We have never signed up for roaming data anywhere and we go out of Canada often to travel. Our data usage history with **** and Rogers can confirm this.
Business Response
Date: 10/01/2025
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 indicated
he was charged data roaming on December invoice ( his father travelled to Kenya
in September).
-Customer
requested an adjustment

Investigative
Findings:
-We reviewed
the customer concerns and account.
-We reviewed
the roaming data usage and informed the customer how to avoid those charges in
the future by tuning off the data roaming on the device.

Resolution:

Rogers'
Office of the President successfully contacted the customer on January 8, 2025.

-We
reviewed our findings and a courtesy gesture was provided.

Rogers
would like to thank?the customer for their co-operation in the resolution of this
concern.
Customer Answer
Date: 10/01/2025

Better Business Bureau:

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

Sincerely,

****** *********
Initial Complaint
Date:02/01/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two new cell phones (and plans) along with home internet on a promotion at the end of 2023 and was offered 2 Samsung tablets as part of a promotion (I believe a black Friday or pre Christmas sale). I told the sales person that I wasn't interested but he assured me it would be at no cost to me. Rogers indicated that they would provide the hardware for free but would charge a $60 activation fee per tablet ($120 total) that would be refunded on a future statement (2-3 months after purchasing the phones and plans). I have contacted Rogers several times since as this activation fee was never refunded although originally promised. The last time I spoke with someone at Rogers she explained to me that because the refund should have been made over 3 months ago she could not help me but that she could escalate the issue to a supervisor and I still have not been contacted. It has been 10 months since the $120 credit should have been applied to the account and I never get results. I just want what I was promised upon purchase and feel it is unfair to spend hours on the phone with Rogers to receive a credit that was originally promised to me. Should you have any questions about this or require copies of my bills please let me know.
Business Response
Date: 10/01/2025
Good day,

At Rogers,
we value the feedback received from our clients and would like to thank ****** for presenting this matter for
review.
Unfortunately,
we were unable make contact with the authorized user nor the account holder by
phone or email to further discuss and address this matter.
Please note that applicable adjustments for the shared concerns were applied on December
30th, 2024, by a Rogers Office of The President Associate.

Rogers is
looking forward to the opportunity to address the customer's concerns at their
convenience.
Initial Complaint
Date:16/12/2024
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.
Fido was ************ billing me monthly an extra $50 for additional data that I did not sign up for, did not us, did not need etc. In review of my bills, I never came close to using the data included in my paid for plan. This was not brought to my attention until I received a $500 bill and had my phone cut off. This is now impacting my credit bureau and impacting my ability to renew my mortgage. I have tried dealing with the company directly to no avail.
Business Response
Date: 31/12/2024
Good day,
At Rogers, we value the feedback received from our clients, and
would like to thank ******** for
presenting this matter for review.
Unfortunately, we were unable make contact with the customer
by 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: 31/12/2024

Complaint: ********

I am rejecting this response because: I never received an email from Roger’s to address. My email is ********.*.*******@*****.com and welcome resolution of this matter that is several years ongoing

Sincerely,

******** *******
Business Response
Date: 09/01/2025
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:
-Original
concern: Customer indicated data top up fees were applied to her account,
however she also indicated she did not sign up for.
-Customer
rejecting as she indicated never received an email to address her concerns.

Investigative
Findings:
-Customer
account was reviewed; we provided our findings and 2019 invoices via the
customer email on January 3, 2025.

Resolution:
Customer not satisfied:
Rogers'
Office of the President successfully contacted the customer on January 3, 2025.

-We
informed the customer of our findings and provided 2019 invoices.

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.
Initial Complaint
Date:04/12/2024
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.
Last week of October a Rogers sales representative showed up at my door. She offered lowering my internet expenses.
Since internet service providers can have bad connections and I relay in internet for many things, I asked if it was possible to cancel if things didn't work out. She said it was fine to cancel any month.
I tried it, for about a 30-40 days. I got charged 2 months, which is fine, since they have 30 days cycles.
However, my previous provider offered me to return to them by a lower price and a objectively better service than what I was getting with Rogers new offer.
I contacted Rogers to cancel the service.
They said they are fine to cancel, but they will have to charge me a cancellation fee of 350$ for the early cancellation. The service is only 70$ per month.
When I mention that I was told that I could cancel anytime they told me that if I go read one of all the documents they sent, in the 3rd page of it says there is going to be such a fee.
This fee is not in big letters on the email for the subscription, it is not in the bill, its not in the app when you registers, and was not informed by the seller, even when I did ask about cancellation. It is purposely hidden in a lengthy legally lingo document that is passed as standard procedure paperwork and only mentioned to us as a retention measure.
Business Response
Date: 12/12/2024
At Rogers, we value the feedback received from our clients, and would
like to thank ****** for presenting this matter for review.

We have contacted the customer and are working on a resolution. We will provide
an update once the request is finalized.
Initial Complaint
Date:03/12/2024
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.
After having Fido pre-paid service for almost 30 years Rogers is now forcing customers off that service resulting in loss of accumulated credits (in my case $400+ and the loss of my phone number (which could cause additional financial damages). The only options they are offering are either to move to post paid (with onerous and unnecessary ID requirements for someone who is a legacy customer) or move to Rogers ****** service and lose any accumulated credits plus be forced onto a monthly prepaid service that is higher than what I've had for years. Over the years I personally have paid out a few hundred dollars in order to maintain my service and have an emergency phone. During that time 911 and network fees have been deducted from my account with no ability to track or see where that money has gone since they shut down online access to prepaid customers in 2022. These actions essentially to a massive money grab and corporate theft on an unprecedented level as thousand if not tens of thousands of customers will end up losing their numbers and accumulated credits.
Business Response
Date: 13/12/2024
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: 13/12/2024

Complaint: ********

I am rejecting this response because this response is a complete lie. They have neither tried to contact me by phone or email.
In point of fact it is I who tried on multiple occasions to contact them by phone during which time they wasted over 2.5 hours of my time shuffling me back and forth between call centres in various cities with no proper resolution.
On top of that my cell phone number and the over $400 worth of credit attached to it have now expired.
The email attached to my cell phone is still active though.
**** ** ******* ***** ** ********* ******** ***** *** ***** ***** ** ************* * ******* **** *** ******* **** ***** * ***** ******** ** **** *******
**** ****
Business Response
Date: 30/12/2024
Good day,
At Rogers, we value the feedback received from our clients, and
would like to thank **** for
presenting this matter for review.
Unfortunately, we were unable make contact with the customer
by phone (no answer / no voice mail options) 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: 08/01/2025

Complaint: ********

I am rejecting this response because:
*** ***** There have been no such attempts.
They are simply wasting my time.
Sincerely,

**** ****
Business Response
Date: 15/01/2025
Hello,

At
Rogers, we value the feedback received from our clients and would like to thank
**** for presenting this matter for review.
Unfortunately, we were unable make contact with the customer by phone or email
to further discuss and address this matter.
Call and/or Email contact attempt
dates:
*01.15.2025
*01.13.2025
*01.10.2025
*12.30.2024
*12.27.2024
*12.24.2024
*12.13.2024
*12.12.2024
*12.06.2024
Rogers is looking forward to the opportunity to address the
customer's concerns at their convenience.
Initial Complaint
Date:25/11/2024
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.
Collections department at Fido continues to call and harassing me after several conversations with operators recorded advising they have the wrong number. Thry were advised to remove my number and it to call again otherwise I will file a complaint with the BBB for harassment.

They continue to call several times a day
Business Response
Date: 29/11/2024
Hello,

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

Client
Concerns:
Fido collections
***** is
not associated with the concerned collection calls
Request
to have the direct and system generated calls stopped

Investigative
Findings:
*****’s
number was captured as a contact number for a Fido customer when established
some years ago.
With support
from our credit operations team, the concerned number has since been removed from
the captured account.

Resolution:
Rogers’
Office of the President successfully contacted the customer on November 29,
2024.
First and
foremost, we recognized *****’s appreciated patience for the shared concern.
Our
findings and support were also provided.
In addition
to this matter, our office provided ***** with contact information should this
issue arise again in the future.

Rogers
would like to thank the customer for their co-operation in the resolution
of this concern.
Customer Answer
Date: 29/11/2024

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:23/11/2024
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.
In August I cancelled my Rogers account. I had to call two additional times to get the shipping info sent to me so I could return my equipment.

Rogers has confirmed my equipment was returned, yet I have a charge on my account for unreturned equipment. I have since called Rogers at least 5 times and every time I am assured the charges will be removed, but they never are. It is now threatening to send it to collections, damaging my credit score.

It legitimately seems as if they are trying to drag it out so it isn't their problem anymore. Last time I was told a hold was put on the account so it doesn't go to collections, but I don't know how I can trust that at this point. They have repeatedly told me I am in the right yet they seem incapable or unwilling to remove these charges for equipment I returned as requested.
Business Response
Date: 29/11/2024
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 states that they have returned their equipment following
the cancellation of their services.
-They are requesting that the related charges be adjusted.

Investigative Findings :
-The equipment has been confirmed as returned.

Resolution :
Rogers’ Office of the President successfully contacted the customer on
November 26, 2024.
-We informed the customer that the adjustment has been applied to their
account.
-We apologized for any inconvenience this may have caused.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Customer Answer
Date: 29/11/2024

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:21/11/2024
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.
My wife and I are both seniors who moved into a retirement home 3 days ago. We tried to cancel the TV and telephone service we had from our previous residence and transfer the wifi to our current residence. We were informed they cannot do this until they receive the hardware back. The stores will not accept this hardware. Rogers informed us that we have to get a box and mail the hardware back to them, but there is a postal strike in our region right now. We have tried for 2 days to resolve this issue - speaking to 3 different people and kept getting transferred to the wrong department. There is nothing we can do. There is over $300 being taken (automatic debit) from our account for nothing. |Expected resolution: We want these services cancelled and our wifi to be transferred to our current residence.
Business Response
Date: 26/11/2024
Hello,

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

Client
Concerns:
Account disconnect
failure.
TV Equipment
courier support
Internet
Activation at move to location

Investigative
Findings:
The
account holder moved to a retirement home, which supports TV and Internet
Offers.
The bulk
agreement supports 2x set top boxes for TV, and a percentage off the High-Speed
Internet.
The
account holder was able to access the TV services because the previous tenant
did not terminate their account.

Resolution:
Rogers’
Office of the President successfully contacted the customer on November 25,
2024
Arrangements
were made to transfer a cable box and the required modem from the previous
address to the retirement home on the morning of November 26, 2024.
The
assigned technician made the necessary arrangements to transfer the account
holder’s equipment from his previous address to the retirement home – Internet Modem
Included
The technician
also left with equipment that the account holder would have returned by way of
****** ****.

Please note
cable and internet service at the previous address were terminated.
- Adjustments, which recognized
the cancelled services will be reflected on the generated invoices

A courtesy
call was also provided to ensure the account holder was satisfied with the end
results.

Rogers
would like to thank the customer for their co-operation in the resolution
of this concern.
Customer Answer
Date: 27/11/2024

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:20/11/2024
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.
On September 13th I applied a 1-year top-up to my Pay as You Go account. My balance of $337.92 is set to expire on September 13, 2025. On October 26th I received a text message informing me that Rogers is shutting down their Pay as You Go service on December 16th and I must move my number to a different provider before that date. Despite Rogers terminating my contract early, they refuse to refund the money I prepaid.
Business Response
Date: 21/11/2024
At
Rogers, we value the feedback received from our clients, and would like to
thank *** 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.
Customer Answer
Date: 25/11/2024

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.
A representative from Rogers did contact me and offered a satisfactory resolution to my complaint. Ike was very helpful and I appreciate his efforts in resolving this matter.

Sincerely,

*** *******
Initial Complaint
Date:15/11/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May I was promised a price of 55.17 taxes included for my home services. I have not at any point received this as my bill and every time I call they promise me they fixed it but then will charge my credit card over 90 dollars and never refund the money. I have called multiple times a month every month since May and speak regularly to managers who promise me they have gotten me the price I'm entitled to but just today my credit card was charged over 90 dollars for a bill that should be 55 dollars
Business Response
Date: 21/11/2024
At Rogers, we value the feedback received from our
clients, and would like to thank ****** for presenting this matter for
review.
Client Concerns:
-Incorrect Monthly service fee for package offered in
May 2024

Investigative Findings:
-New Internet and home phone package at discounted
price added May 2024.
-New Monthly service fee did not reflect on customer’s
account immediately.
-Bill correction made on November 5th, 2024.
Resolution:
Rogers’ Office of the President successfully contacted
****** on November 21st, 2024.
Customer was informed about the changes and bill
adjustments.
Customer was satisfied with the resolution.
Rogers would like to thank?the customer
for their co-operation in the resolution of this concern.
Customer Answer
Date: 21/11/2024

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,

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

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Rogers Communications is NOT a BBB Accredited Business.