Complaints

This profile includes complaints for Access Communications Co-operative Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Access Communications Co-operative Limited

  2250 Park Street Regina, SK S4N 7K7

  
• 

  Access Communications Co-operative Limited

  1126 6th St Estevan, SK S4A 1A8

  
• 

  Access Communications Co-operative Limited

  1192 99 St North Battleford, SK S9A 0P3

  
• 

  Access Communications Co-operative Limited

  826 57th Street East Saskatoon, SK S7K 5Z1

  
• 

  Access Communications Co-operative Limited

  120 10th Ave SE Weyburn, SK S4H 2A1

  

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:06/05/2025

  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.

  My telephone provider, Access Communications, would not service our landline. It frequently did not work, we were unable to make/receive calls, but continued to pay the bill. I have at least 6 emails dating back to 2019 requesting service. I cancelled the landline in April 2025 and that required multiple attempts, where I was referred to by my deceased  Mother's name. I did inform them that she died, that I took over the account, that they were unable to provide the service we paid for, that we were never able to rely on the telephone service for safety and that my Mother had died in medical distress at this address. Fortunately, the landline was working when I had called 911 at that time. Access Communications has yet to adjust my bill or retrieve their equipment.

  Customer Answer

  Date: 14/05/2025

  I am updating you on the progress of my complaint/issues with Access Communications. There has been no improvement in service delivery, a technician was supposed to retrieve their equipment between 4-6pm and called for curbside pickup before 1pm on May 6th, roughly a month after I attempted to cancel my landline before another billing cycle. Access has continued to call me by the wrong name, which is not an issue that warrants a complaint and I suggested they make improvements to their procedures to prevent this. Their response to me did not acknowledge my complaint to the **** and stated that I was now required to sign a service contract in my name. **** ***** ******** ** ******* ******* there was no mention of this when I accepted their promotional offer and there has been no disruption to service, no address change, no contract required for the option I selected. * ** *** ** ******* *** ** ***** **** *** ** ** ******* ** ***** *************** ********* ***** ******* ** *************** ** ********* ******** ***** ** **** *** *** *** ******** ****** ********* **** *****. Having been customers since as early as 2011 and not having repairs until 2024 is in no way acceptable. *** *** **** ** ****** ** ********* ******* ******** ****** **** ******** ** ** ******* ****** ** ****** ** *** ****** 

  

  Business Response

  Date: 14/05/2025

  We have reached out to Jennifer via telephone & email. In review of the account, the phone service has been removed from the account effective April
  15, 2025. 
  The account was credited for one month of phone service and offered you a promotion on the
  internet service which has been applied to the account. 

  There were phone issues reported in Fall 2024 that was resolved with a rewire to the suite. There have been no service calls since this was completed. 

  When the Primary account holder passed away, the secondary name on account was added as Jennifer advised she would be managing her mother's estate for a few months. 
  The account was never officially changed to her name & is required with a new service agreement under Jennifer's name. This was not followed up on & we apologize for the inconvenience but is required to maintain the account. 

  We
  will also need to update the account with 2 pieces of ID as per our
  policy.
  This
  change will then have the account be updated so you are the only account
  holder and as the primary account holder.

  We have advised her that this can either be done by email this to
  you to fill out and send us back with 2 pieces of ID.  Or visit
  our office ** **** **** *******

  Jennifer has also filed complaint with **** complaint that is being actioned. 

  Customer Answer

  Date: 20/05/2025

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

  I have not received even a digital copy of a bill or an amount owing. I was informed a new service contract was required, after selecting a 'no contract required' price, with the same address/same equipment. I have not received a copy of that either and had informed Access that I could not come to their office. This has yet to be resolved in any capacity and I attempted to cancel over a month ago. ** ****** **** ***** **** ** ******* ** ***** ******************* ******* ***** *** *** **** * ********************** ** *************** ** ******* ** ******* ** ******** ********* ******** 
   
  
  Sincerely,
  
  
  
  Jennifer ***

  

  Business Response

  Date: 29/05/2025

  Hello, 

  We have reviewed all account information & service issues. Phone service was disconnected on the account as of April 16. 

  Issue: Not Receiving Bills or Amount Owing 

  The phone service credit issued
  on April 15 is reflected on the April 15 invoice.
  Service changes and promotion
  credits applied after April 15 are included in the May 15 invoice. We have reissued your last invoice to ensure sent. If you have not received the
  April 15 and May 15 invoices, please contact us for further investigation
  and the delivery of invoices that you have not received.

  Issue: Not informed new service contract required 

   Access Communications provided you with temporary assistance with your mother’s
  account following her passing in December 2022. During this time, you were
  allowed to have temporary authorized user status on the Account As per Access Communications policy, you are required to visit our office at **** **** ******* ******* **, to establish a new account in your name and assume
  primary ownership of services. When opening this new account, you will need to
  present two pieces of identification. We would be happy to work on a date that
  is convenient for you to have the paperwork ready for signing at the **** **** ****** office, please advise us of a date that works for you. Once
  your new account is set up, Access Communications will be happy to continue
  providing you with the services you have selected, in accordance with our Terms
  of Service, which can be found on our website, **************** 

  If any further clarification is required on next steps, please advise. 

• Initial Complaint

  Date:22/02/2024

  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.

  I'm not liable for this $0 debt with ACCESS COMMUNICATIONS RETAIL, I do not have a contract with Access Communications and I paid my bills to date when I moved out of the province of Saskatchewan to Alberta.

  

  Business Response

  Date: 07/03/2024

  We
  followed up with the customer as below regarding the concern.
  

  Our
  records indicate that July 13, 2020, the account was disconnected per request
  of the customer.
  As
  they were on pre-authorized payments,  this also stopped the amount from
  coming out of their account.
  Thus,
  leaving a balance owing.  We were unable to reach the customer and no
  forwarding address was provided.  The balance was then paid October 25th,
  2021.
  
  We
  will be following up with *** to reverse this from the credit bureau which can
  take up to 4-6 weeks.
  The
  customer is satisfied with this resolution.

  Customer Answer

  Date: 08/03/2024

   
  
  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:14/02/2024

  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 have been with Access for 18 year and have never had an issue till November 2023. I have always gotten my TV Internet from them and for the most part it’s been OK. Till we moved into a New Pl., November first, and now every single week my services for access are being cut off and they’re trying to collect for three months in advance for something that I haven’t used and then are telling me that my account is in the arrears when I haven’t even used the services. I spoke to a manager on Monday of this week February 12. I explained to her that I was off work due to a medical emergency and was waiting for my EI to kick in and that my remaining balance of just under $300 I would let her know on the following Monday what EI said, and when I’d be able to pay her well got up this morning and once again, our services are cut off now this is only three days from the last time they cut it off .

  

  Business Response

  Date: 20/02/2024

  We have been in contact with Ms. ***** as follow up to her concerns.  She has been explained our billing and in house collections procedures.  Under the circumstances and out of compassion for her situation.  We are willing to work with her to get further payment arrangements as  she explained there is a delay on her end.  We are going to extend out for a few weeks and follow up on payment arrangements which we will have an update this week from Ms *****.  As a  courtesy, we have booked in a service call scheduled for February 26th 2024 to ensure in home and services are optimal.  This is in progress of resolution.

• Initial Complaint

  Date:17/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an Access customer for almost 9 years. I did not have issues with my internet until I moved into my current house. For nearly 6 years I have had ongoing internet serve issues every summer. For 4-5 months every year my internet is unreliable. I have called Access tech support probably 120 times over the past 6 years and had at least 20 different service calls. They have replaced the lines inside my home multiple times, the modem 9 or 10 times, the outside lines multiple times....yet the problem persists. What is worse is I have not received monetary compensation other than a few monthly bills waived. I have been more than patient and allowed them to send so many technicians to my home. I have missed work, missed appointments, missed social functions to accommodate their service calls. I work from home and I am routinely disconnected from important meetings and having to make up or lose time at work because of this. Every time I call I get the same explanation that they don't know what could have been missed and what is causing the issues. I recently challenged them and asked if there were larger underground lines that could be causing the problems because clearly it's not the line to my house, the lines in my house or the modem. They advised that it is possible and if the underground lines are crushed, they will usually run temporary lines instead of fixing the underground line. I've had enough of their attempts to fix this issue with no real resolution or compensation for me. I have paid them thousands of dollars for internet services and every year have the same issues as soon as it warms up outside. I want this fixed once and for all *** * **** ******** ************ *** *** ************* *** **** ***** ***** *** ******** **** ** **** ********

  

  Business Response

  Date: 01/08/2023

  Thank you for sending this concern to our team. We have reviewed & contacted the customer back to review
  the complaint regarding service issues.  ***** ******* (Senior Manager, Customer Care) spoke with Ms ********* on Thursday July 27 to review concerns & advised that she would be managing the next steps for
  resolution. Customer issues date back in our system to 2021 & was resolved, Issues arose again in Summer 2022 and again now since June.She works from home & does not want to
  switch providers.

  We have assigned our Technical Operations Managemet to review all aspects of this concern & actively monitoring the address for information. We have left 2 messages for customer to have an escalated service call to service her cable modem as there are some concerns with reports from equipment. Will continue to contact until full review is completed & services are satisfactory.  Ms ********* has direct number to manager for callback (306-********). 

  We are dedicated to ensuring that service issues will be resolve & fair compensation will be reviewed at that time. 

  Customer Answer

  Date: 01/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the issue has not yet been resolved. A voice-mail was left for me during my working hours yesterday in which ***** advised she works from 8-4. I have advised Access that I will miss no further work due to their internet service issues. I continue to return phone calls, however no one is available to properly address my concerns outside the hours of 8-4, which is within my core working hours. I will not accept a response from the business until this is resolved, which by the way this is going, will be the fall, and then it will likely return next summer, as has been the recurring issue since I moved into this home. The business response stated these issues started in 2021, that is not accurate. This issue has been apparent since 2018 (there are records to support this), however this became a much bigger issue in 2020. 

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

• Initial Complaint

  Date:18/08/2022

  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 was checking my credit report, and noticed that I have bad debt with Access Communications. I have never had an account with them. When I called a couple months ago I asked for proof of my signature or anything else they have to verify that this account was in fact mine. My phone number was taken as well as my address so that they could send me this information. I have not heard from them since and this is still negatively affecting my credit report. I called again today, and was told that a supervisor will call me back, I asked for a corporate phone number or accounting department so that I can get this issue resolved but was told that there is no such contact information available to wait for a supervisor to return my call. I also would like to add that this company is for services in Saskatchewan and I reside in Alberta.
  

  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/24) */
  We thank you for bringing this issue to our attention. The confusion with the account in question arose in 2019 when an Access account was created in your name (using your phone number & email).
  I understand that you have spoken with one of our agents recently and everything is being cleared up. This includes crediting the outstanding account balance and working with our collections agency to correct your credit information.
  
  We do regret the inconvenience this has caused for you.
  Please do not hesitate to contact us if you have additional concerns, or if we can ever be of service to you in the future.
  
  Thank you.