Complaints

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

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  Chatr

  333 Bloor St E 8th Floor Toronto, ON M4W 1G9

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  Chatr

  316 - 34 Eglinton Ave. W. Toronto, ON M4R 2H6

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  Chatr

  100 City Center Dr. Square One Shopping Centre Mississauga, ON L5B 1M7

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  Chatr

  173 Montreal Rd Vanier, ON K1L 6E4

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  Chatr

  82 Ave 83 St Edmonton, AB T6E 4E3

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

• Initial Complaint

  Date:29/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a phone line with Chatr . * *** ** ***** ***** ******** *** ** ****** ********* ****** ** ** *************** While in India, I was charged more than $40 from my Chatr account balance for data roaming. I did not use any data on Chatr roaming yet I don't know how Chatr ended up deducting the amount from my account. I contacted Chatr but they refused to refund full amount. Please I ask ****** to refund me the money charged for roaming as I was unaware of data roaming charges *** * *** ** ****** ******** ** ********* ************* ******* ** *** ** ********* *******

  Business Response

  Date: 30/05/2023

  At ******, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.  
  Client Concerns: 
  - The customer is disputing roaming charges 
  Investigative Findings: 
  - Roaming service were used on the customer's line while he was in India
  Resolution: 
  ******’ Office of the President successfully contacted the customer on May 30th. 
  We agreed to apply a credit to cover the charges as a one-time exception.
  ****** would like to thank the customer for their co-operation in the resolution of this concern.  
  
  

  Customer Answer

  Date: 30/05/2023

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

• Initial Complaint

  Date:18/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchase 3 months of coverage for our 19 year old visitor They sold us 2.5g oh data and said it would be plenty per month In 9 days the data ran out and we called to enquire to why She had only left the house twice for an hour and he agreed that would not have used the 2.5 g bites of data He then said it’s not their problem or responsibility to look k to where the data went and the phone essentially is useless now He refused to a manager saying he would turn us down for any explanation or change

  Business Response

  Date: 29/05/2023

  At ******, we value our client's feedback and would like to thank **** for bringing this matter to our attention.?  
  Client Concerns: 
  - The customer is disputing his data usage on a chatr number. He wants to know how the data was used as he believes the usage is incorrect.
  Investigative Findings: 
  - chatr does not record how data was used. However, we confirmed that the data recorded was in fact used from the customer's phone and SIM card and that the usage is valid.
  RESOLUTION: Customer Not Satisfied: 
  ******’ Office of the President successfully contacted the customer on May 29th. 
  We explained that we do not record how data was used, but confirmed that the usage is valid. We offered to change to a plan with more data, but he declined.
  As the customer was not satisfied with the offer as presented by ******’ Office of the President, we have informed **** of the final stage in our complaints process.? ****** 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: 29/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The person who contacted us claimed that after the 2 g of usage that we still had data   This was untrue and was verified by the customer service as chart  the company that sold us the package also stated that chart had the ability to provide us with more data as we obviously did not use the 2 g and they have no way of verification   They sell a product with false information and then do nothing to fix it other then sa you can buy more data  

  Business Response

  Date: 01/06/2023

  At chatr, we value our client's feedback and would like to thank **** for bringing this matter to our attention.
  Client Concerns: 
  - The customer is disputing his data usage on a chatr number. He wants to know how the data was used as he believes the usage is incorrect.
  Investigative Findings: 
  - chatr does not record how data was used. However, we confirmed that the data recorded was in fact used from the customer's phone and SIM card and that the usage is valid.
  RESOLUTION: Customer Not Satisfied: 
  chatr’s Office of the President successfully contacted the customer on June 1. 
  We explained that we do not record how data was used, but confirmed that the usage is valid. We have reiterated our offer to change the customer's plan to a plan with more data and the customer declined our offer again. The customer requested not to be contacted by chatr anymore.
  As the customer was not satisfied with the offer as presented by chatr’s Office of the President, we have informed **** of the final stage in our complaints process. chatr 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:08/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my mother have been a chatr customer long time back since 2015. But I changed my provider to ******* ****** in Sept' 2020 and still pay for my mother's chatr account till now. Recently, when I was going through my credit statement, I realized that there was two payment charges from chatr. I contacted customer service and found out that Chatr has been charging me the whole time from Sept'2020 eve though I have cancelled their service and had my number successfully transferred under freedom. I am so insanely upset with Chatr. How can you charge a customer just because you have their auto-payment information before when Chatr is not providing any service to this phone number. I never got a single text message from chatr informing me of this monthly Billings for all these years. One of the customer rep told me they can only refund unto 3 months amount but it is unacceptable. There seems to be a gap in the functioning of chatr retail service provider when they do the cancellation and between the chatr billing system, but these money needs to be refunded.

  Business Response

  Date: 09/05/2023

  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 ported out their service to a different provider in September of 2020.
  -They recently became aware that they have been charged monthly for services on their credit card.
  -They are seeking a refund for the payments taken since the line was ported out.
  
  Chatr’s Office of the President successfully contacted the customer on May 9, 2023.
  
  -We confirmed that the services were ported out in September of 2020.
  -The customer was informed that due to a technical issue, payments continued to be taken from their credit card.
  -We apologized for the inconvenience.
  -A partial refund was offered and a partial adjustment was applied to a relative's account.
  
  Chatr would like to thank the customer for their co-operation in the resolution of this concern.  

  Customer Answer

  Date: 09/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    Thank you for resolving this. I received a call from Chatr and offered a resolution.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:24/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my bill on 31 March, 2023 before the anniversary date which is 1st of April, 2023. Once the payment went through the line is activated, but after 24 hours the line was disconnected automatically. I have had this number for more than 20 years and I lost my 20 year old phone number, so I am unable to contact my family, friends, customers and my business contacts. I need my number and plan as soon as possible. Thanks, ****

  Business Response

  Date: 05/05/2023

  At ******, we value the feedback received from our clients, and would like to thank ******** for presenting this matter for review.  
  Client Concerns: 
  The customer made a payment to his account and had his phone number cancelled.
  Investigative Findings: 
  The customer’s account was deactivated for inactivity in error.
  Resolution: 
  ******’ Office of the President successfully contacted the customer on May 5th. 
  We explained that we were able to retrieve the customer’s number and plan.
  ****** would like to thank?the customer for their co-operation in the resolution of this concern.  
  

• Initial Complaint

  Date:20/03/2023

  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.

  1) When I ported my number to ChatR there was one month free plan going on. Recently when I raised an issue with their call center, the issue was escalated to the back office and instead of reverting to monthly fee +taxes back to my credit card, money was blocked in the account without the taxes. After escalation, the issue I was informed as per ChatR policies "Fees cannot be reverted back". What does free means? 2) Due to their system limitations "Refer A Friend" amount cannot be used towards the billing. I was told either I have to go for manual billing(That will remove 2 GB of free data due to the pre-authorize payment offer) or I have to **** money on long-distance calls. *** **** * ******** **** ** ********** *** ***** ******* ****** ********** If I have a credit amount on my account it is my choice how to use it. >> I have 2 numbers with ChatR  I want $30.00 + Tax to be reverted back to my card.  I want Refer a Freind to be adjusted towards the monthly bill for both my ChatR numbers ChatR is a pre-paid Wireless Service provider with unlimited data plans and does not provide roaming. ***** ** * ****** ******* *** **** *** * **** ******** ******** 

  Business Response

  Date: 24/03/2023

  At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review.  
  Client Concerns: 
  The customer is disputing the fact that the credits he received were applied on his balance instead of on his credit card.
  Investigative Findings: 
  Account credits are applied towards a customer’s balance and not refunded to a credit card.
  Resolution: 
  Rogers’ Office of the President successfully contacted the customer on March 24, 2023. 
  As a goodwill gesture, we agreed to make an exception and refund the customer’s balance to his credit card.
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern. 

  Customer Answer

  Date: 28/03/2023

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

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

• Initial Complaint

  Date:16/02/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called chatr on February 5th to ask about upgrading my plan and the agent told me the plans available and she said the plan costs $55 but since you already auto paid for your past plan in January 23 you will only pay the difference so I asked her how much would be the total she said $25 I *** ******** *** asked her why is it 25 when the difference is $15 because my old plan was at $40 per month she told me that’s what the calculations got because you extended from 23rd to march 5th. She did not tell me I was going to pay the full price as of February 5th she only told me you will pay the “difference” ****** ** *** **** **** ********* * **** ******* ******* I was not informed I was going to pay the full plan price when I upgraded on Feb5th ********* * ******** **** ******** **** **** ******* I recently auto paid for my plan on January 23. the agent told me I would pay only the “difference” from the old plan to upgrade to the new one ****** ** *** ******** ****. I **** ******* **** * ******** *********** * *** **** ***** *** **** * ***** *** after this ******** experience I had to go find another mobility company. * **** ******* *** ***** never told me I was going to pay the full price on February5th listen to the call she said you will pay the difference between the old and the new plan.

  Business Response

  Date: 20/02/2023

  At Rogers, we value the feedback received from our clients, and would like to thank **** for presenting this matter for review.  
  Unfortunately, we were unable to contact the customer by phone or email to further discuss and address this matter.  
  Rogers is looking forward to the opportunity to address the customer's concerns at their convenience. 

  Customer Answer

  Date: 20/02/2023

   
  ********** ********
  
  I am rejecting this response, no one contacted me or sent me any emails my email is ************************ my phone number has changed to **********

  
  

  Business Response

  Date: 22/02/2023

  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.  
  Client Concerns: 
  The customer disputes the charges incurred for changing his plan. He claims he was charged the full cost of his plan.
  Investigative Findings: 
  The customer changed his plan before his anniversary date and was charged $25 for the price difference between his old and new plan. He was not charged the full cost of his plan.
  Resolution: 
  Rogers’ Office of the President successfully contacted the customer on February 22, 2023. 
  We explained to the customer that he was not charged the full cost of his plan and was only charged $25. The customer understands.
  Rogers would like to thank the customer for their co-operation in the resolution of this concern.  

  Customer Answer

  Date: 23/02/2023

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