ComplaintsforShaw Communications Inc.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the Beginning of the year (2024) I had ****** internet *** (***mbps) internet. they sold me on an upgrade to ***gbps service and since the upgrade, I have been receiving *mbps internet. ***** less that what I am paying for. I have made ***** calls to get this resolved, spending ** minutes per call only to be told "someone will call me" but no one ever does, I still get a bill for $** per month but receive basically no internet. I Just want my internet fixed as I run a business from home and have * kids who can barely watch ******* on their phone. The only answer I receive from them is "someone will call me" but its been * months now.

  Business response

  04/07/2024

  We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have been in contact with the customer and are working to resolve their issue. Thank you

• Initial Complaint

  24/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a **** internet customer in *******, AB for a number of years. I recently moved and got married, so I closed my **** internet account as of Mar **, 2024. Account number was ***********. **** explained to me that I would continue to be charged past March **, 2024, but that I would be refunded for the overcharge.On March **, 2024 I got married, relocated and changed my name. My new name is ************************* and my new address is:********************************************************************** I was sent a cheque in the amount of $***** from ****** (who acquired **** and now runs it). It was made out to "* ****" and it listed my old address, which was *********************************************************************I deposited this cheque into my CIBC chequing account via e-deposit on April **, 2024. I received a notice on May *, 2024 that the cheque was returned by ******, as "PAYMENT STOPPED". I presume it was because the name on the cheque, and the address, did not match my current name and address on my bank account. I tried again to e-deposit the cheque with my other bank account at Scotiabank which had a record of my name previously being *****************. It was also rejected. I went to ********** in person, and they informed me that the only path forward was to have ****** re-issue the cheque in my correct name and address.I called ****** and was redirected to a **** customer service representative on June **, 2024. They liaised with the ******** department (I was not able to speak to them or email them documents directly) and they informed me that the cheque could not be reissued as it had been cleared on their end. I offered to send the notice that the cheque had been rejected by ****** but ****** refused and told me they would call me back. I received a voicemail from ****** ***************) indicating once again that they refused to reissue the cheque, indicating it had been cleared.I would like this cheque to be reissued and I'm happy to send along supporting documentation.

  Business response

  28/06/2024

  We spoke to the customer and addressed their concerns. 

  Customer response

  02/07/2024

   
  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

  18/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I need to share my frustrating experience with ****, and I hope you can help by spreading the word. Despite paying for **** Mbps internet speed, I consistently received only ** Mbps. Numerous technician visits didn't solve the issue, and **** eventually claimed that a cable into the house needed replacement. After a month of waiting and no action from ****, I switched to MTS, which offers fiber optic cable and actually delivers the promised speed.Now, **** insists I owe them $*** as an early cancellation fee. This is outrageous since they never provided the service I was paying for. They've taken this amount to collections and reported it to my credit. While I dispute it every time, causing the credit bureau to remove it, the collection company keeps re-reporting it. ****, in partnership with ******, is trying to ruin the life of a family with four children over $***, despite failing to deliver on their service promise.

  Business response

  19/06/2024

  We have been in contact with the customer and worked to address and resolve their concerns. 

  Customer response

  20/06/2024

   
  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

  17/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May **** I was contacted about updating my services with ****, my internet provider. I am had some promotions that were set to expire in September of this year 2024. Since the new services were more expensive I said I wanted to wait until my current promotions expired. The agent informed me that since I was charged * months in advance it was actually less expensive to change now. I complied and migrated my services. When I received my first bill I was charged ~$** more than my previous bills to rectify my next few months, which I had already paid for and will be charged $** more per month going forward. So moving my service early actually is costing me $** + $**** = $** more than if I had waited to switch.I called on June **** and asked to speak and the agent could not do anything for me. I asked to escalate to a manager and my request was refused. I was told that the agent that sold me the services would contact me but never did

  Business response

  25/06/2024

  We have spoken with the customer and confirmed that the matter has now been addressed.

  Customer response

  26/06/2024

   
  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

  29/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was contacted by phone on May **, 2024 by ****, I was told that I owed them $******. On May **, a technician came to my house to upgrade my cable box, and told me that **** had a bad habit of not letting customers know when your * year contract is up, and putting a customer on monthly billing, and jacking up their bill without notice. At this point no notifications or emails were made to me over the last ** months, that I have any records of. I certainly did not agree to pay ****** for my cable and internet monthly. I have religiously paid ****** per month as far back as I can remember. As a customer of * *** years, I've never missed a monthly payment. On May ****, I was contacted by a manager, who tried to buy me out with * months free billing. To me that was not sufficient. On May ****, I was contacted by an agent who told me that my outstanding bill was ** days in arrears, but I was not notified until May ****. So for ** days they failed to let me know that my account was in arrears. Ive religiously paid my bill on time and in full for the past * *** years. Also on May **** and May ****, **** has threatened to disconnect my service if this bill was not paid by May **. I refuse to pay this bill, and as of June 1, I will be going to another provider. Please help me, ***********************, stop these large corporations, from stealing from us blindfolded!! I prefer to be contacted by phone if possible at ************.

  Business response

  30/05/2024

  We reached out to the customer and provided our direct contact details and availability to discuss resolution.

• Initial Complaint

  14/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a **** team working on our green box in front of our house a few weeks ago. It was not a service call for us, although we are **** customers.They identified themselves as working for **** and said they would be back to fix the landscaping. They never came back and I have sent * chat requests with no resolution to ****.Our grass was turned to a dirt pile with boot prints, landscape rock was removed and not replaced and our driveway was left a muddy mess.

  Customer response

  14/05/2024

  Please see the attached photos, thanks!

  Business response

  17/05/2024

  We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have been in contact with the customer and are working to resolve their issue.Thank you

  Customer response

  20/05/2024

   
  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.

   

  They still have work to do but have started the repair.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Approximately just under * years ago I was living in a home that was shared with another human. During this time he had used my name to sign a contract under a *-year term with **** business. I do not have this business and I had no problem paying for it. However, one year after acquiring these services I moved. Since then I have had intermittent and almost never fully functioning service despite the fact that I pay my bill regularly and am now told that I cannot change anything on my account even though they have no address. No email, no name or anything of the sort in regards to me and my account. This has been an ongoing issue. I have at least * years worth of emails from somebody at **** where this issue was still not resolved. I've called in and complained multiple times to still no avail. I am now currently sitting in my home with no internet services. Still paying for a bill. I am a single mom and in this economy this is absolute torture. I don't know why this has been going on for * years and I do not understand why after following all of the policies and rules that **** could not do well on their own end and even just adjust my address. Every time I call in I am met with texts that are trying to be understanding but cannot figure out what is going on because this is such a mess of an issue that no one can help me. I just want it to be over!

  Business response

  23/04/2024

  We are still working through the details of this complaint and will be in contact with the customer.

  Customer response

  24/04/2024

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

  That is what I have been told by the company for almost * yrs already. 

  I did however make a mistake in the amount I was asking for back, the correct amount should have been $******* 

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

  Business response

  26/04/2024

  We have been unable to reach ***** over the phone and have left VM's for them to reach out or check their email ******************** we have on file.

  As per our investigation, Customer contacted our teams over the phone on April *** and requested a move but were not able to provide relevant account details for our team to verify them. As per our security and privacy policy we offered to send a verification email to the authorized contact on file (email: ******************** customer claimed they do not have the email anymore. Agent then requested them to send a Letter or Authorization on their business letterhead to update contact details before we can move forward with their request. Customer did not reach out after that. 

  We have also sent them another email suggesting different way for them to get across to us with their concerns and that if they cannot verify their identity over the phone or through email verification, then they can also visit our retail location with * pieces of ID to get their contact information updated. We have also cited technical support contact information in that email if they are experiencing technical issues.

  Customer response

  26/04/2024

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

  What they have said in this message is not the same as what the email message they have sent me personally. 

  I have not requested to move!!!! 

  This is such a joke! This company can't even properly investigate the issues going on. They are unaware despite * years of me trying to explain this to them! 

  I will not be in contact with this business via the phone at all. Again, they are ********* me and they are not professional. 

  I am getting to the point of hiring a lawyer because this is still not being resolved nor is the company taking it seriously or doing their proper investigations or due diligence.
  
  Sincerely,
  
  *************************

  Business response

  30/04/2024

  As relayed to the customer via email, our touch base was to seek further insight into customer issue/expectations so we could get the right team to address it asap. Unable to reach customer over the phone, we could only fall back on the cases our internal teams created with customer in the past. As such we have emailed *****, highlighting out willingness to help and the steps they could take to get their concerns addressed. Attached is the email correspondence from within our case management system.

   

  Customer response

  30/04/2024

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

  The done. Anything other than phone me one time while I was at work and unable to take their call and send an email to me. That was not even the correct issue. 

   

  Again do I want is the term to end immediately? I want one full Year's worth of payments back and no repercussion at all from **** or and ******. 

   

  This yours has not being able to identify my correct address despite the fact that I have repeatedly given it to them. 

  If that I find a way to have all of the emails that I have had with **** over the last * years. I can send them if necessary. I don't think that is though considering **** has access to all of it. My only issue is they are being dishonest. 

  When to actually professionally take care of this the way that they should have, I'm willing to work with that. 

  But until the lies stop and the degrading and bullying stop, I will not be in communication with the company.

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

• Initial Complaint

  19/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** is refusing to acknowledge return of equipment and reverse the $** equipment charge. Even though it is on their bill they sent me they state they cannot verify this. I've provided a tracking number. The charge was reported to the credit bureaus and now affects my credit score.

  Business response

  23/03/2024

  We have called the customer in an attempt to resolve their concerns.

• Initial Complaint

  19/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  had internet service with ******. Quality continued to decline until internet was only available within 10 feet of modem. Calls to ****** got no improvement. I then cancelled my service with ******. While on the phone cancelling suddenly the tech knew exactly what was wrong. Cancelled service anyway. Was told there would be a $** dollar charge for cancelling my contract even though I'm pretty sure that was over too, but said fine. Paid my bill including an extra $**. Get another bill for $** along with a letter saying this may or may not include unreturned equipment. No indication of what the bill is for. Start asking questions, no one can answer what the charges are for. Try to log in to see my bill, get a message saying because my account is deactivated I can't see it. I am not paying money without knowing exactly what I'm paying money FOR. They sent the credit bureau after me. I told the credit bureau that I would be happy to pay if I knew exactly what I was paying for. ****** reactivated my online bill but again it just said I owed them $** without saying why. To me this is a form or extortion. Why am I required to pay money to a company that can't even tell me what I am paying for, whether or not it includes equipment. All this after not even providing adequate service or customer service.

  Business response

  20/03/2024

  We have reached out to the customer and worked to address and resolve their concerns. 

  Customer response

  21/03/2024

   
  Better Business Bureau: accepted with provision. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided that the **** against my credit report is fixed within the next ** days.  Otherwise my complaint remains. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **************'s came on a service call. One of our TVs upstairs was not working properly last few months. Finally had time to call. When they showed up for my appointment, they gave me no choice and exchanged all my hardwired shot boxes for Wi-Fi boxes. I had no choice in the matter. Now my TVs are not working Wi-Fi is not working. They promised a supervisor would call back and they want me to be charged more for their error and it is still not Fixed.

  Business response

  16/03/2024

  We have been in contact with the customer and are working toward a resolution.

  Customer response

  23/03/2024

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

  they have sent a service technician out and changed our Wi-Fi modem. Now the situation has gone from very very bad to extremely bad. There is even more things that are not working in our home with Wi-Fi or televisions. I'm paying for service that does not work. I am so frustrated. I have a disability my office is set upstairs and I can't get anything done.  Before they showed up, everything worked except for my TV upstairs. Now every device in my home television and Wi-Fi is not working.
  
  Sincerely,
  
  ***************************

  Business response

  28/03/2024

  We continue working with the customer, but our technical team is having difficulty reaching them. They will continue attempting to do so.

  Customer response

  05/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: wifi still not restored 
  
  Sincerely,
  
  ***************************

  Business response

  10/04/2024

  We continue to work with the customer, having presented them with a proposed resolution.

  Customer response

  10/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  TV still cutting out upstairs as WiFi doesn't reach. 

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

  Business response

  18/04/2024

  We continue to remain in contact with the customer in an attempt to work toward a resolution.

  Customer response

  20/04/2024

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

  wifi still not working 

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

  Customer response

  26/04/2024

  Hello, 

  This should not be closed. It has zero been resolved...please call me at ****************

  TV and Internet is still NOT working properly?  They are yet sending another technician!!  

  regard ***************************

  ************, 

*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. ↩