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:14/11/2024
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.
The short version of the info below is your Winback team took my personal info and I agreed to an offer and but Fido/Rogers never came through with the agreed-upon service. The full details are below:

I closed my Fido mobile phone account in September 2024 after 19 years of being a customer.
I left because a competitor offered me an incredible deal for $35/month that included Canada/US/Mexico calling and 50G including roaming in the US and Mexico. I left Fido as I required US roaming.

The Rogers/Fido Winback Team called me on October 23rd and offered me the following package to win me back as a customer:
$34/month (locked in for life) for unlimited Canada & US calling and 50G data including US Roaming.

I agreed to the offer and gave highly confidential personal information which include my name, date of birth, driver's licence number, and Canadian passport number. I was told I would be emailed an e-Sim and my agreement within a few days.

When I failed to receive the agreement and e-sim, I called Rogers and a very helpful woman gave me a phone number to call and speak with the Verification Team to complete the setup of my account.

I spoke to the Validation Team on November 1st and gave them all the details they requested including numbers found in my phone's settings. I was then transferred to Fido customer service and was told they would have the winback team call me to finalize the setup of my service. I also asked the customer service agent to confirm the offer I was given and he failed to mention the US Roaming. That did not make sense as the lack of US Roaming in my plan was why I left Fido and the offer I mentioned above is why I agreed to return. He said he would have the Winback team call me.

I also chatted with Fido on November 14th and received no assistance (********** ********). You either need to destroy my personal info or have the Winback team complete the offer and set up my account.
Business Response
Date: 25/11/2024
At Rogers, we value the feedback received from our
clients, and would like to thank **** for presenting this matter for
review.
Client Concerns:
- Wireless Plan offer with US roaming.
Investigative Findings:
- October 23rd, 2024, Win back team
contacted the customer to re-establish Rogers services.
- Win back team offered a wireless plan that included Canda/US
unlimited calling at fixed price.
- Customer requested that the plan should also include
US roaming.
- The agent acknowledged customer’s request.
- The plan offered October 23rd, 2024 does
not include US roaming.
Resolution:
Rogers’ Office of the President successfully contacted
**** on November 22nd, 2024.
Customer was informed the plan offered by win back
team October 23rd, 2024, did not include US roaming.
Wireless Plan with US roaming is available at higher
price than that offered by win back team.
We apologized to customer for the inconvenience.
Rogers would like to thank?the customer
for their co-operation in the resolution of this concern.
Customer Answer
Date: 01/12/2024

Complaint: ********

I am rejecting this response because:
I am disappointed with the business response, which intentionally omits the fact that the agent I spoke with on October 23rd lied to me. Contrary to the business response, the agent not only acknowledged my request but also explicitly offered me US roaming. Throughout our conversation, I asked for confirmation that the plan included US roaming, not just US calling, and the agent repeatedly assured me that it did.
Regrettably, the business response fails to acknowledge this deception. Notably, a representative from the President's Office, who contacted me regarding my BBB complaint, confirmed that he had listened to the recording of my call. When I asked if he heard the agent confirm multiple times that the plan included US roaming, the President's Office representative admitted that he did hear that.
This response is another example of Rogers' failure to provide truthful and transparent communication.
Sincerely,

**** *****
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 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: 07/01/2025

Complaint: ********

I am rejecting this response because:
I am declining to engage further with your response as it contradicts your previous explicit statement made during our last phone call that the offer made by the winback representative would not be honored.

After I rejected your previous business response, you contacted me directly via email, requesting a callback. I replied, seeking clarification on the purpose of the call given your prior confirmation that the offer would not be fulfilled. Unfortunately, you did not respond to my inquiry.
I take issue with the misrepresentation of facts in your communication. Unless you intend to honour the original offer, I see no value in further discussion. I have already invested considerable time in this matter, and I expect a more constructive approach.
I hope for a more accurate representation of events moving forward. If not, please do not contact me again

Sincerely,

**** *****
Business Response
Date: 09/01/2025
At Rogers, we value the feedback received from our clients,
and would like to thank **** for presenting this matter for review.

Client Concerns:
- Wireless Plan offer
with US roaming.

Investigative Findings:
- October 23rd, 2024, Win back team contacted the customer to
re-establish Rogers services.
- Win back team offered a wireless plan that included
Canda/US unlimited calling at fixed price.
- Customer requested that the plan should also include US
roaming.
- The agent acknowledged customer’s request.
- The plan offered October 23rd, 2024 does not include US
roaming

Resolution:
Rogers’ Office of the President successfully contacted ****
on November 22nd, 2024.
-Customer was informed the plan offered by win back team
October 23rd, 2024, did not include US roaming.
-Wireless Plan with US roaming is available at higher price
than that offered by win back team.
-The customer did not pursue the reactivation of their
services.
-We apologized to customer for the inconvenience.

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:12/11/2024
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.
I am filing a complaint about FIDO communications, I have reached out to their billing department to ask if they can reduce my phone bill as I am no longer able to cope with the current charges. I have been told by numerous agents that they are not able to do so but I know they are able to as one agent once promised to have my bill reduced.

It is unfair that they always threaten to cancel or suspend my services even after a few days of making a payment and expect me to raise more money to make another payment. I would like the better business bureau to reach out to FIDO and help me get a lower bill than what I am being charged.
Business Response
Date: 18/11/2024
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.
Initial Complaint
Date:08/11/2024
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.
April '24 I negotiated a 24 month contract with Rogers providing Telephone (International long distance), Internet 1.5 gig, and Television (3 extra boxes) for a total monthly cost of $146.89 including taxes. The price was guaranteed 24 months. The first bill I received was entirely incorrect. Rogers Office of the President was involved and resolved the billing concern charging me $149.40 per month. Although this wasn't the actual amount that was agreed upon it was close enough that I just left it. My September '24 bill warned that my Ignite Entertainment box rental fee was increasing $7/month (x3 boxes) so they could provide me with the "latest technology." These boxes are approx 4-7 years old. I thought this was a mistake. My October '24 bill went up $21 plus taxes. I tried contacting the Rogers Office of the President representative that I had originally dealt with but she refused to assist me again because this issue had not been escalated to her. It was suggested that I call a customer service representative. On October 08th 2024 I spoke with a customer service representative (Conf #***********) who advised that only the bundle price was guaranteed for 24 months. All add-ons (cable box, long distance, unlisted number) could be increased at Rogers discretion. The customer service agent and I agreed to a rental box increase of $2 (x3 boxes) instead of $7 each for a total monthly cost of $156.17 taxes included. Again, I agreed with the small increase so I could just get on with my life. I received my November '24 bill and have been charged $165.77. The bundle cost was increased $9.34 plus taxes. This bundle cost should be guaranteed for 24 months. I CANNOT BELIEVE HOW INCOMPETENT ROGERS IS! I am asking that Rogers fix my bill back to the ORIGINAL agreed upon $146.89 TOTAL per month including taxes for the Television (3 extra boxes), Home phone (International long distance+unlisted number), and Internet for a RESET contract term of 24 months.
Business Response
Date: 18/11/2024
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: 18/11/2024

Complaint: ********

I am rejecting this response because:
The Rogers Office of the President had already agreed (April 2024) to a two year contract with fixed pricing after negotiating a settlement through the Better Business Bureau. Rogers has not lived up to that agreement.
The Rogers Office of the President should live up to their agreement negotiated April 2024.
I have tried calling their representative several times during his business hours but he NEVER answers the phone. I have left several messages.
There should be no need for personal communications between us to resolve this matter.
If they do not live up to their agreement (April 2024) I will escalate this matter.

Sincerely,

*********** ***
Business Response
Date: 02/12/2024
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.
Customer Answer
Date: 04/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
Rogers Office of the President employee Rafique never really ever seemed to understand and/or address my complaint through the Better Business Bureau. At his request I had emailed a secondary explanation of what had occurred. Rogers audio records all of their phone lines. Rogers documents all of their interactions with customers. I can only assume that this matter could have been looked into and responded to with something more concrete than that he was attempting to make contact with me to work on a resolution.
I proceeded with this same complaint through a secondary manner and was connected with a different Rogers Office of the President employee that looked into, and made a fair/reasonable offer, to resolve this matter. I have ultimately accepted a resolution from Rogers Communications.
Thank you for your assistance.

Sincerely,

*********** ***
Initial Complaint
Date:31/10/2024
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.
Good day
I order a phone with sim card from redwireless directed by rogers.
The phone was ******* *** **.
I got the phone and sim card.
I canceled the service after a few hrs due to tech issues.
I requested to return the phone.They sent me a pre paid label. I sent the phone for a long time on 11 October 2024 .The tracking appeared that they received it by 15 Octaber. Now Rogers sent me an invoice of the cost of the phone and service by 1155.82
I need your help to wavie that fees.
The tracking NO is ************ by ********* ((sent phone back))
Account number
My canceled Account Number: *********
Not I returned within returning time period :I attached an email from them proof that

I need to cancel all those charges and adjust my finial be to be 0
Business Response
Date: 08/11/2024
Hello,

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

Client
Concerns:
Returned
device fee
Billing
adjustments

Investigative
Findings:
As per
the received tracking information, a return was completed within the requested
window.
The
device itself was not immediately registered as returned within our warehouse, which resulted in an
account charge.

Resolution:
Rogers’
Office of the President initially contacted the customer on November 8, 2024
An apology
for overall experience was provided
Our
findings were also shared with the account holder – including applicable
account adjustments.

Rogers
would like to thank the customer for their co-operation in the resolution
of this concern.
Initial Complaint
Date:24/10/2024
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.
****** ************* ** * ******* **** ********* *** ******** ********. Every time I'm in Niagara on the Lake visiting family they charge me roaming in the US, when I have not entered the US. They can pinpoint my location so they should rectify this on their side prior to billing, but instead force me to repeatedly call in to reverse charges, which is incredibly frustrating and criminal.

They repeatedly bill me for items that are I did not consent to. I added US calling on my cellphone account ********** They charged me approx. 131$ for US calling after that and we established they made an error by not adding the service when confirmed, and they agreed would correct and refund that amount. I called in and spent over 2.5 hours correcting that. The current bill (Oct 18th 2024) has another 124$ of US calling despite the long call where I was assured they corrected it, AND THE ACKNOWLEDGMENT OF THE PREVIOUS ERROR. Manager named AMEN (Interaction # ***********) spoke over me and repeated false information over and over again despite me telling her to stop & refer to the call log on Sept 26th.

They told me to go to the store as I would get my **** plan for a better price than on the phone. The plan was exactly the same so it wasted my time. The store made no mention of a setup fee of 70$ added to my account.

They told me they have a better home internet plan on my account# ********* and they charged extra fees that were not discussed and resulted in a significant higher bill.

I want senior management to review the calls, and fix their customer service and the way they treat customers. Rogers and it's staff should know that their company is causing this duress to customers through their policies and bureaucracy. We are wasting our valuable time and frustrated. They are abusing their power holding a monopoly on what is basically a utility. Cell & Int service are necessary services.

Rogers mistreats customers through it's bureaucracy and corrupt charging policies.
Business Response
Date: 31/10/2024
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 provided feedback regarding their experience and billing concerns.
-They are seeking adjustments to their invoice.
-They have requested a credit as compensation for their time.

Investigative Findings :
-All applicable adjustments were applied by customer care.

Resolution :
Rogers’ Office of the President successfully contacted the customer on October
30, 2024.
-We apologized for the customer’s experience and thanked them for their
feedback.
-A credit has been applied as a gesture of goodwill.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Customer Answer
Date: 20/11/2024

Complaint: ********

I am rejecting this response because:
They did not address the issues I brought up in my complaint. They did not address the many times they have caused duress and taken money from me without consent and in error, which they have done multiple times and amounts to stealing. They ignored my concerns in their email responses.

Sincerely,

******** *****
Initial Complaint
Date:16/10/2024
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.
I had a Roger's plan that was $30 per month. In January the plan changed to $65 plus a new phone. I never ordered a new phone, never received a phone for this account or authorized a plan change. I have spent countless hours on the phone trying to get resolve with no help. Every time they are going to get someone to call me back and I never hear anything. Now they have marked my credit bureau and are threatening collections on something I never asked for or authorized.
Business Response
Date: 25/10/2024
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.
Customer Answer
Date: 01/11/2024

Complaint: ********

I am rejecting this response because: I do not want this case closed. This situation is still under investigation and a resolution has not yet been received. With more time this may be resolved.

Sincerely,

******** ******
Business Response
Date: 15/11/2024
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:09/10/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Rogers on Sept 17 2024 to get a plan and two phones. They sent me an e-mail confirming my order, new account number *********. I waited a couple of weeks, nothing. I contacted their chat line, they said my account was cancelled and I had to call a different number. That number turned out to be the fraud line. I called it several times over several days, no one answered, no return call. I called Customer Service, person I spoke to they did not have access to anything in my cancelled account and I'd just have to call the fraud line. I made complaint to manager, he called back today October 9. He said the fraud department never calls anyone back. (Why, then, had customer contact kept telling me to call the fraud line?) The manager said a person was supposed to wonder what happened to their order and call Customer Service. As it turned out that is exactly what I did, however, it hadn't helped, I was just told to call the fraud line who never called me back. Manager said I was supposed go to a store and show my ID. I asked him how I was supposed to know that if no one ever told me! He then said the fraud department should have called me back, contradicting his previous statement. I got frustrated by his responses and ended the call. My complaint is 1. They never contacted me to tell me what was going on. 2. They seem to have accused me of fraud and have not told me why. 3. Their process does not allow for any information or resolution of the case; it was only by coincidence I contacted Customer Contact a fourth time and they mentioned I should go to a Roger's store and show my ID, I never would have been told that if I hadn't kept persisting. 5. They need a proper process in place for these types of cases.
Business Response
Date: 10/10/2024
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 activated services with Rogers.
-They followed up on their order and were informed to contact the fraud
team for validation.
-They want to provide feedback about their experience.

Investigative Findings :
-The activation was restricted as a precaution and further validation was
required.

Resolution :
Rogers’ Office of the President successfully contacted the customer on October
9, 2024.
-We informed the customer that further validation was required to proceed
with the activation.
-We apologized for the inconvenience and their experience.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Customer Answer
Date: 11/10/2024

Complaint: ********

I am rejecting this response because:
They have wasted my time and effort and delayed me getting a cell phone by about a month. The resolution they finally advised (to attend a store) is a moot point because I no longer want to be their customer and have found a different service provider. However, my complaint still stands because I spent two weeks thinking my new phones would show up any day, without any contact from them letting me know they had cancelled my order. Then I spent time and effort contacting them on their chat line and calling their Customer service and fraud line many times. This led to a month long delay and I needed to get a cell phone as soon as possible.
1. Rogers never reached out to me to tell me why my account was cancelled or what to do about it. This wasted two weeks before I called them to follow up and another week of trying to get answers. As I said I need a cell phone asap so the delay was a big inconvenience for me as well as a waste of my time.
2. They referred me to their fraud line knowing their fraud line wouldn’t talk to me. The manager admitted it to me, he said the fraud line never speaks to customers because they can’t know for sure who they are taking to, it could be anyone on the other side of the phone. So why did the chat line and Customer Service keep telling me to call the fraud line? This demonstrates contempt for customers on the part of Roger’s. And more wasted time for me.
3. They cancelled my account after I gave them my personal information and let them do a credit check, which by the way the rep said was passed (I knew it would, I have an A+ credit rating). I gave them my credit card number, passport, birthdate, etc.
4. They have not advised why they have discriminated against me and treated me so shabbily.

Sincerely,

***** *****
Business Response
Date: 16/10/2024
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 activated services with Rogers.
-They followed up on their order and were informed to contact the fraud team
for validation.
-They want to provide feedback about their experience.

Investigative Findings :
-The activation was restricted as a precaution and further validation was
required.

Resolution :
Rogers’ Office of the President successfully contacted the customer on October 16,
2024.
-We informed the customer that further validation was required to proceed with
the activation.
-Feedback will be sent to the groups concerned based on the customer’s
feedback.
-We apologized for the inconvenience and their experience.

Rogers would like to thank the customer for their co-operation in the
resolution of this concern.
Customer Answer
Date: 17/10/2024

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:09/10/2024
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.
I recently ordered a new cell phone from Rogers and chose to pick the device up from a Rogers store near me at 302 Yonge Street, Toronto, ON on September 20, 2024 around 5:30pm. The store colleague told me that there is a $70 setup fee and that if I buy at least 70 dollars worth of products or accessories then they can waive the fee. I agreed to that and made the purchase. The store POS took my payment of $84.75 but it wasn’t reflected in the register terminal. The store said they have had this issue before and they would cancel the transaction and I was asked to pay for a second time which was successful. The store worker told me that I will receive a refund for the first transaction in a week or so.

It has been almost 3 weeks and I still have not received a refund in my account and still see the original charge. I had contacted my bank and they said they don’t see any refund being proceeded or issued from the merchant’s side. Rogers customer service said they can’t help since this transaction happened in store. I have gone back to the Rogers store twice now and they keep on coming up with an excuse and telling me to wait another week. At this point I’m beyond frustrated and just want to get this matter resolved so I can get my money back.
Business Response
Date: 15/10/2024
Hello,

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

Client
Concerns:
Set Up
Fees.
Store associate
advised the fee would be adjusted.
Missing adjustments.
Refund
requested.

Investigative
Findings:
No
details found to support the refund.
The
account holder also shared the concerns with an escalated associate who
provided billing support.
- As per captured account documentation.

Resolution:
Rogers’
Office of the President successfully contacted the customer on October 15,
2024
An apology
for the overall experience was provided.
The
account holder also confirmed his billing concerns were resolved on October 10,
2024 – no further support was required.

Rogers
would like to thank the customer for their co-operation in the resolution
of this concern.
Customer Answer
Date: 16/10/2024

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:07/10/2024
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.
I recently changed cable package at Rogers. The agent on the phone told me that they would waver the installation costs of new system. I received my first bill yesterday and they charged me 125.75$ for installation fees. I just called Rogers and the agent said that I have no choice other than to pay the fee.
Business Response
Date: 10/10/2024
Hello,

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

Client Concerns:
Migration to Rogers Ignite
Accepted residential offer
Activation Fees
Adjustments

Investigative Findings:
Tenured Account Holder
The captured account connection details were not clear – including the captured audio interaction

Resolution:
Rogers’ Office of the President successfully contacted the customer on October 10, 2024
First and foremost, and apology was provided for received customer experience
The long Rogers history was also recognized as appreciated,
We also reviewed the concerned charges which the account holder appreciated.

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 10/10/2024

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:01/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’ve had Shaw/ Roger’s internet for a while now and they are not capable of providing customer service still haveing internet issues I have now refused to day for un reliable services they refuse to fix the infrastructure in the alley with poor signal and wires running above ground I’ve had new wires installed in my home and connections checked and they refuse to provide any customer service as per thier guarentee I wand credits for all the months I’ve been stuck with this poor internet service and bill customer service
Business Response
Date: 10/10/2024
We have been in touch with the customer and are currently working towards a resolution to their concerns.
Customer Answer
Date: 28/10/2024
issue is only partially solved no one has called me to check on the repair still glitches time to time and I was told I would be getting reimbursement and credits to me bills

Complaint: ********

Business Response
Date: 14/11/2024
We have reached out to the customer and left our direct line in an effort to resolve their concerns.

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Rogers Communications is NOT a BBB Accredited Business.