Business Profile

Telecommunications

Chatr

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Complaints

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

Customer Complaints Summary

57 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

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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:01/04/2025
Type:Product 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.
* *** * ***** ******** *** * **** ***** ** ***** ****** For the past month or so I have been trying to upgrade my plan online to a data plan but I kept having issues because the website would not accept my change request. My plan was a $19 plan with a 500mb auto-pay enrolment bonus. To have the issue resolved I went to the Chatr Mobile store in ****** ******* ******** ****. Chatr actually got rid of live agents providing assistance over the phone also and have automated the customer support line ***** ** ******* **** ******** *** *********** ****** Long story short I went to the Chatr Mobile store in order for the agent to help me with this change request. He told me to pay $28 for which I would be given the data plan with 60GB which he said is prorated for adjustment since recently paid my plan fee for the month. I paid this $28 and he told me it should take 2 mins to take into effect. I walk around the mall a bit waiting for 2 mins to pass, even reset my phone but the plan did not take effect. I go back to this agent in the store tell him the new plan has not become active. He tells me that it seems like there is a glitch and it won't change for which I basically wasted $28 for nothing. I asked him to refund me this amount but he said it's not possible because it is a prepaid plan. I expressed to him that this payment went towards nothing as the plan did not change so I paid $28 essentially for no reason at all so I demanded the refund but he said a refund can not be given. * *** ** ********** **** ***** **** I went to the ******** **** store and changed my plan from Chatr to ******. My phone number got ported from Chatr to ****** so I no longer have a Chatr account and am now a ****** customer. I have the statement of the payment I made of $28. * **** *** **** **** ****** ********** *** ************ ** *** ******** **** **** ******* * ** ********** **** *** ******* ********** ** ******* ** *** ****** ** **** *** **** * **** *** ********** ******* ** ****
Business Response
Date: 09/04/2025
Hello

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

****** is investigating and will continue addressing the customer's concerns.
Initial Complaint
Date:05/12/2024
Type:Customer Service 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 have a old Chatr prepaid phone I am giving to my 7 year old niece IMEI Number ***************. The phone is locked to Chatr, I went on Chatrs' website and it states to take the into a Chatr store to get it unlocked. I went to a Chatr store located on *** **** ** ** ********* ** *** *** on December 1 2024 at 1:30 PM and was told that the person working there did not know how to unlock the phone and there was no one he could call for help and its best if I bought a SIM and prepaid card and gave that along with the phone to my niece. The phone is bought and paid for and should be easily unlocked
Business Response
Date: 16/01/2025
Good day,

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

Client Concerns:
Previously used device is locked to the Chatr Platform
Unlock support requested.

Investigative Findings:
Most devices purchased after December 1, 2017, by way of our network may already be unlocked, subject to the manufacturer’s restrictions.
The concerned device which is a *** ******* *** was released in January 2016
The request was for a family member to be able to use the unit on a non-****** network
The Chatr account has been terminated for 12+ months

RESOLUTION: Customer Not Satisfied/Escalated to the Ombudsman’s Office:
******’ Office of the President successfully contacted the customer on January 16, 2017
First and foremost, an apology was provided for the service experience.
Our findings were shared in detail including the reasoning for the unlocking request which was to access the device on a non-****** network.
In addition, the account that was associated with the device has been terminated some years ago – beyond the 12-month window needed for such support

****** 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: 21/01/2025

Complaint: ********

I am rejecting this response because:
In 2017, the Commission determined, as part of the device unlocking rules set out in the Wireless Code, that wireless service providers (WSPs) must unlock devices from existing wireless service customers, regardless of contract type. The ****** ******** ******** ****** (****) requested that the Commission clarify the device unlocking rules such that all devices purchased prior to 1 December 2017 that are locked to a given WSP’s network should be unlocked upon request and at no cost, regardless of whether the device owner currently has, previously had, or never had an active account with the WSP.
The phone was bought in October of 2018 and should have been unlocked at time of purchase
I bought a different phone for my niece and disposed of the one I was asking to be unlocked
Appreciate the BBB time to look into the matter

Sincerely,

***** ******
Initial Complaint
Date:18/11/2024
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.
Promotional offer of $29 credit to account was offered at time of signing up on any plans over $27 and up. Once my account was set up I was sent a text to confirm "Yes" and the credit would be applied to my account. When I confirmed, the credit was not applied. Calling customer service was on hold several times for over two hours and have never gotten through to an agent. Went to a Chatr location to get the person working to help and they are unable to assist and say I must call customer service. So, customer service is always unavailable after hours of being on hold, in person customer service is unavailable. Additionally, I tried calling customer service again today and now it hangs up automatically when I ask to speak with an agent. I suggest avoiding this company as there is no way to deal with issues if they arrive as customer service is non-existent.
Business Response
Date: 20/11/2024
Hello,

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

Client Concerns:
Expired Chatr Promotional Offer
Chatr Line created prior to the offer end date
Account Adjustment

Investigative Findings:
The mentioned offer was not captured the account holder’s file.
The registration for eligibility did not appear to be processed correctly

Resolution:
Rogers’ Office of the President successfully contacted the customer on November 20, 2024
The account holder’s shared concerns were acknowledged, and we have since revised the captured issues which they appreciated

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

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:02/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been experiencing severe issues with my Chatr Wireless prepaid service for the past two weeks regarding my phone number ************. I am unable to send text messages, which has prevented me from porting my number to another provider. This is causing me significant distress as I cannot respond to the SMS authorization required to complete the porting process. Over the past two weeks, I have called Chatr’s customer service numerous times, but they have consistently told me that they are unable to locate my number in their system. This is despite the fact that I am actively using the number with a Chatr SIM card. Several tickets and escalations were created, and one agent eventually found my number in their backend system. I was assured that the issue would be resolved, but nothing has changed. To make matters worse, my prepaid balance has now run out, and I cannot top up my account because Chatr still cannot locate my number in their system. I have been told repeatedly that someone will reach out to me, but no one ever follows up. This number has been in my family for 15 years, and I cannot afford to lose it due to Chatr’s inability to resolve this issue. I am filing this complaint because I am extremely frustrated by the lack of resolution and support from Chatr Wireless. Despite switching to Chatr, the experience has been riddled with problems, and only a few agents seem capable of helping. I need this issue to be resolved immediately as it is unacceptable for a customer to be left without a functioning phone service for this long. I am requesting that Chatr Wireless be held accountable and that they provide a swift resolution to my issue, including reinstating my service and allowing me to port out my number without further complications. Thank you for your attention to this matter.
Business Response
Date: 10/10/2024
Hello,

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

We are currently working with the account holder to overcome the shared porting challenges, and we will continue to work with him to ensure he is satisfied with the provided end results.
Thank you.
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:01/02/2024
Type:Customer Service 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.
When I try to top up my account I am denied access. It just says number of attempts exceeded. This has gone on for months. They have now cancelled my account. I just tried to open a new one and it says simm card already used. ******** ***** ** ** * ****. I cannot make calls with my phone for months.
Business Response
Date: 13/02/2024
At Chatr, 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.

Chatr is looking forward to the opportunity to address the customer's concerns at their convenience.
Initial Complaint
Date:30/01/2024
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 live in a van for internet I use ******** in the summer but in deep winter I do not have the power to run ******** so I use my phone all I do is watch ******** video with the phone The maximum I ever used for a month with ******** watching HD movies on ******* ******* etc etc is 7 gig normally around 5 gig But somehow with the cellphone they would have me believe that I use more than double what I use with ******** for entire months but in a couple of days watching low quality video on ******** this is impossible . at work we have wifi so no cell data used they are clearly ripping people off with the data ( I am a network tech )
Business Response
Date: 08/02/2024
At Chatr, 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.

Chatr is looking forward to the opportunity to address the customer's concerns at their convenience.
Initial Complaint
Date:30/01/2024
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 am looking to get my refund back from chatr telecommunication. I was a customer with them for my mobility line and had a credit balance on the account for $18.** which now I have been denied a refund of. My account was on pre-authorized payments every month and there was a credit balance on my account that was sitting there for months and was never taken into consideration, while charging my card for the same amount every month. After I cancelled my plan because of horrible service and ported to another provider I called back to get my account balance back, to which the customer service agent said that I will get it back in a few weeks and if I don’t then I can call back. I waited for months and never got the refund back. So I called the customer service again and now they’re saying that I will not be getting my refund back because I cancelled. Only possibility of getting the refund back was if I have moved to one of their sister companies which is ****** if not, then they cannot refund me back my own money. I was told by the second representative that it is their policy, which I was never made aware of when I first got the service let alone they’re having a policy in place which their employees don’t know themselves( referring to first interaction with cx service) . I am looking to get my money back in full, it is not their money to keep. Contact number for account - **********
Business Response
Date: 01/02/2024
At Chatr, 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 Chatr services with a balance remaining on their account.
-They are seeking a refund of their balance.

Investigative Findings :
-Chatr is a non-refundable service as per our Terms of Service.

Resolution :
Chatr’s Office of the President successfully contacted the customer on February 1, 2024.
-We informed the customer that Chatr balances cannot be refunded.
-As an exception and goodwill gesture, a credit was applied on a different account.

Chatr would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 01/02/2024

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:25/01/2024
Type:Customer Service 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 called Chatr Wireless to speak to an agent. The last month of my service that i paid $50.00 plsu taxes was not able to get any services. I was in the hospital and not able to contact a customer service agent as the only option i was getting was french and im only fluent in english. Today i called to speak to someone and they refused to credit or help with anything was told i should have called earlier, as to which i explained my situation and could not. She goes well your calling today. Unreal. No compassion nothing spent money for no services to be had. Very upset. I want a refund or credit applied to my account as i do not think this is fair practice to a long time loyal customer.
Business Response
Date: 01/02/2024
At Chatr we value the feedback received from our clients and would like to thank *** for presenting this matter for review.

Client Concerns :
-The customer is stating they were unable to use their services.
-They are seeking a refund or a credit towards their services.

Investigation findings:
-There was usage during the specified time frame stated by the customer

Resolution :
Chatr’s Office of the President successfully contacted the customer on February 1, 2024.
-We informed the customer that Chatr is a prepaid service and is non refundable.
-The customer must notify us of any technical issues or stop payment request.
-A credit was applied as a goodwill gesture.

Chatr would like to thank the customer for their co-operation in the resolution of this concern.
Initial Complaint
Date:04/01/2024
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 moved from Chatr to ****** in September and they are still charging me the monthly bill, even though my phone number is not with them anymore and I don't have an account anymore with them. I need my money back, and I called 4 times now, they said they would stop the auto payments and give me a refund, but I am still being charged and did not get my refund. Worst customer service and credit card security of all time!
Business Response
Date: 17/01/2024
At ******, 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 chatr has been charging her credit card even though her account is cancelled.
Investigative Findings:
We reviewed the customer’s account and confirmed that no payment was taken from the customer’s card after the cancellation of her account.
Resolution:
******’ Office of the President successfully contacted the customer on January 16, 2024.
We confirmed that no payment was taken from the card since the cancellation of the account. The customer confirmed that she understands.
****** would like to thank?the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 16/07/2024
I used to be an account holder, and I ported to ****** in September 2023. After that, the company kept charging me monthly. After 6 times that I called them and did a complaint here, they refunded the money in January 2024 but kept charging and are still charging until now (July 2024). I feel like they stole my credit card information, because I made 10 calls to them total, complained here in BBB, and they still have my credit card information even though I never gave permission for that. I now want to talk to a lawyer because I want to sue Chatr for ***** of credit card information. WORST CUSTOMER SERVICE AND COMPANY EVER.
Business Response
Date: 17/07/2024
Hello,
At ******, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review.

Client Concerns
• When the account holder migrated to the ****** Platform from Chatr, charges did not immediately cease.
• Disable the auto credit card payment option.
• Ensure the account is cancelled.
• Refund

Investigative Findings:
On January 5, 2024, we verified that *******'s CTN xxx-xxx-xxxx ported out from Chatr to ****** on October 3, 2023
We transferred the concerned charge along with a Chatr credit balance to the ****** postpaid account.
• This credit adjustments were also captured on the account holder's postpaid January 2024 invoice.
The continued pre-authorized payments were in associate with separate wireless number for a Chatr account that was created for *******’s dad on her behalf - September 29, 2023.
• The auto payment option for the father's account has since been disabled.

Resolution:
******’ Office of the President successfully contacted the customer on January 17, 2024
Our findings were shared in detail – Including the January 2024 credit adjustments.
Although no faults and/or fraud were found with the account that ******* created for her father, adjustment for this matter were provided on the post-paid account as a customer service gesture..

****** would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 17/07/2024

Complaint: ********

I am rejecting this response because: Chatr does not train well their personell and have workers that might be stealing peoples credit card information! Also, the refund they offered me is not the total amount that was charged from my credit card.

When I bought a pre-paid chip to my dad in September 2023 I specifically said it was for his 20 day trip in Canada, therefore I did not need an account that would have auto-payments. The person who helped me told me that my dad could throw away the chip after that, and it would not charge anything aftwards. Not only that was a ***, he set up my credit card for auto-payments that was never authorized! After all the calls I did with chatr, and even after this call from the office of president, I still had to call Chatr to cancel the account that I didn't even know it was created, and now they are saying they are paying as a "courtesy" for 3 months for something I was never using, when they have been charging for 6 months (January 2024?). I want the total charged amount refunded which is 44.80 x 6 = 268.8 + interest (3.55) = $272.35. Otherwise I'm ready to file a sue against Chatr.

Sincerely,

******* ********
Business Response
Date: 13/08/2024
At Chatr we value the feedback received from our clients and would like to thank ******* for presenting this matter for review.

Client Concerns :
-The customer is seeking a refund for an additional 3 months of charges.
-They are stating that they were not aware that they had been registered to auto-pay when they activated.
-They claim the services were only used for a few weeks.

Investigative Findings :
-A credit has already been applied for a portion of the charges.

Resolution :
Chatr’s Office of the President successfully contacted the customer on August 13, 2024.
-We informed the customer that Chatr is a prepaid service and is non-refundable.
-We confirmed that a credit has been applied for a portion of the charges.
-A final adjustment was applied to their account.

Chatr would like to thank the customer for their co-operation in the resolution of this concern.
Initial Complaint
Date:18/12/2023
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 had an account with the service provider for less than one year, i had many ********** unauthorized uses showing up in my call account history in the my account function online from numbers i didnt recognize, SMS and telephone calls i reported it the Chatr security on several occasions nothing was done about it, i asked customer service for account print out of all call history and sms history related to my account so that i could file charges, they promised me they would mail me the history but nothing ever came, ive waited close to 8 months, can you help me retrieve account usage history data please, thank you
Business Response
Date: 22/12/2023
At Chatr, we value the feedback received from our clients, and would like to thank **** for presenting this matter for review.

Client Concerns :
-The customer is requesting their call and text message usage details.
-They have concerns regarding their usage.

Resolution :
Chatr’s Office of the President successfully contacted the customer on December 21, 2023.
-We informed the customer on how to obtain their usage details.

Chatr would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 22/12/2023

Complaint: ********

I am rejecting this response because:
They were provided my contact information details in the complaint I submitted regarding their failure to respond to my requests for account usage history, In the response I was given they provided me an email and contact information that I had been provided on an earlier date around the time when the events that lead up to the complaint occurred, at that time I used the contact information requesting the information I required and never received any response to my request, Im lacking trust that this time will be any different, They were provided contact information and account details in the complaint, they should have reached out and provided the required information included in their response, Im left dedicating my valuable time, again and again looking for answers and due to the lack of response on previous attempts I dont feel too hopeful I will get an adequate response especially due to the fact that I was given directions that I had followed before without any resolve.

Sincerely,

**** ********
Business Response
Date: 05/02/2024
Hello,
With respect to a Call and/or SMS usage history inquiry,
Account holders have the right to access personal information gathered by ******/Chatr.
This information must be requested by the customer in writing and/or email addressed to The ****** Privacy Office to ensure authorized support.
Contact details were previously shared with the Chatr user.
Thank you.

Customer Answer
Date: 08/02/2024

Complaint: ********

I am rejecting this response because:

Sincerely, I reject this response because they did provide me the records as I requested, they indicated that I the records would cost me several hundred dollars because the request was made outside the time frame I indicated on the contract when the records would be provided for free despite the fact that I had been asking for the records since during the time frame when the records should have been free and they were not provided to me then I stated that there should be customer service call records indicating that I had called multiple times during the time my contract was active with them asking for assistance and asking for the records and they didn’t provide them to me, there is no reason why I should have to pay for the records, if they had provided them to me when I originally asked or checked customer service records now showing that I had been asking for my records since that time the records would be free

**** ********
Business Response
Date: 15/02/2024
Hello,

With regards to the requirements for an access request,

The requestor is encouraged to contact The ****** Privacy Office for support and/or concerns surrounding the needed process for assistance.

- *******@***.******.com
Thank You.

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Chatr is NOT a BBB Accredited Business.