ComplaintsforShaw Communications Inc.

• Initial Complaint

  22/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been waiting for service for our intermittent Internet Reception for almost three years. Every time we call, they have to send a representative to check out the problem, three service representatives have come over, said the line from the post to the house needs to be replaced, but nothing ever happens. Every time we call, they say this is not right, even the Supervisor said they would get a date and call us back. Nobody calls back and nobody shows up. We have been patient long enough, we are paying full price for partial service, we need to get somebodys attention!

  Business response

  24/06/2022

  Re:Better Business Bureau Case #******** 

  We have reached out to the customer via phone and discussed their concerns. We are currently working towards a resolution. 

  Customer response

  27/06/2022

   
  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.   **** has run a temporary line to our home, we are satisfied with this action if this temporary does not become permanent.  We request that a permanent line be run within a reasonable amount of time!  Thank you for your help!
  
  Sincerely,
  
  *************************

   

• Initial Complaint

  14/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took out **** home internet cable services a year ago. I just.moved and my new reside CE already has **** service so I no longer require their Internet. I called to cancel and they told me I had to pay 165 cancelation fee although not happy I agreed. I cancelled in may effective June 1st. I then received a **** for 371 dollars. I called and asked why and explained my situation. They said I have 2 unpaid months and.i told them this is not true as the payment comes.out of my bank automatically every month and I have banking records proving I'm paid up until May. They refused to listen to this and I sister I owe.them. I changed my card so they can't take payments. I'm beyond tired of corporations shaking people down and refuse.to be ripped off.i want these charges dropped and am not willing to pay anything now. I was happy to cooperate until they added charges I did not accumulate.

  Business response

  23/06/2022

  We are reaching out to the customer to work towards a resolution

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** is charging me for PODS that I never used. When we got them the lady said they would be free of charge and now 3 years later they are asking for them back. We never used them and no longer have them. I also found out we were billed for them for the past 3 years. This is wrong because they lied and charged me ten dollars a month. I was not aware of this until it came time to renew my contract.

  Business response

  15/06/2022

  We have contacted the customer and are working towards a resolution. 

• Initial Complaint

  03/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  **************** is poor at best, constantly dropping(no signal) , my wireless devices are constantly losing signal(service) and tests of bandwidth and speed tests show poor speed, constantly resetting modem and devices does not fix issue, nor does anyone at ****.

  Business response

  07/06/2022

  Re: Better Business Bureau Case #********

  We have attempted to reach the customer via phone to discuss their concerns. As they were not available we have left them our direct contact information with a request for them to please call us back. 

  Customer response

  10/06/2022

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

  ****** from **** did try to call me and left a message 

  and phone number to call her back on, which I did and only 

  got an answering machine.

  **** has not tried to reach me by email address,, which they have. Again, I continue

  with poor service.
  
  Sincerely,
  
  ***********************

  Business response

  10/06/2022

  Thank you for your response, we have received your message and have scheduled another call back for you. 

  Customer response

  13/06/2022

  
  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

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I switched to ***** 8 months ago and asked that my email address be put on my daughters Shaw account, which they did. They stopped sending me paper invoices. Yesterday I noticed they were still charging me. its an auto withdrawal. I called and they told me I had not formally cancelled way back 8 months ago and refused to refund me. Someone had to know if they stopped sending paper invoices. The internet was the only account I had with them. A refund of $770.56

  Business response

  07/06/2022

  We have contacted the customer and have come to a mutually agreeable resolution.

  Customer response

  08/06/2022

   
  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

  20/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my internet service with ****, after having paid with automatic withdrawals every ****. Without informing me they canceled automatic withdrawals for the last ****, and then sent the **** of $88.37 (which will be reduced by $50) to a collections agency without giving me any notice, other than a letter apparently sent to the address I told them I was moving from. I moved and am in the process of buying a house and if this affects my credit it could cost me tens of thousands of dollars in terms of higher interest rate payments.

  Business response

  25/05/2022

  We have reached out to the customer and provided our direct contact information for the customer to return our call. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I broke my cell phone a little over a year ago and was going to purchase another cell phone outright from my service provider (Shaw Mobile). The customer service person I was dealing with from Shaw Mobile said instead of buying a phone outright I was able to use my wifes upgrade phone, as we share an account. I was advised this was fine and they do this all the time. So I got a new phone and added warranty protection on it while i was at it thinking this would actually work out to my benefit someday. I dropped my new phone recently and the screen quit working. No problem as I have warranty. They have a 3rd party warranty provider that is a nightmare to deal with. Took me 8 days for them to get me the proper info to ship it to them for repair. The 3rd party warranty provider, Likewise, had my phone for 3-4 days then I received a text an email saying my phone was fixed and on its way back. I received the *** package and it was my broken Pixel 5. I called ******** and asked what is going on as they didnt fix anything, just sent my broken phone back. The ******** operator said it looks like the sim card doesnt match to the phone so they wont fix it. I asked why did they not get ahold of me if there was an issue instead of just shipping it back. I contacted Shaw Mobile and they went through the information and saw what their customer service employee did and said ok we have a problem. The manager said because of what the **** cust. service person had done upgrading under my wifes number and putting my sim card into the new phone isnt allowed and voids the warranty. I said "well this is not my problem as you offered the service after I questioned if its allowed. I paid for warranty for over a year and paid ******** a service fee of $140 before sending my phone in for repair." Ive never heard a service company say "well we cant be held responsible for what one of our employees did, which shouldn't of happened." They owe me a phone which I paid for.

  Business response

  21/05/2022

  To Whom it May ********************* be advised this is an update to ************************* BBB complaint against Shaw Mobile.

  We were able to discuss the complaint with **************** and are currently investigating the matter with both the store that the device upgrade was completed at and ********, the third party insurance company. 

  We still require more time and have let **************** know we will keep him updated as soon as we have additional information.

   

  Kindest Regards,

  *******************

  Shaw Mobile

  Executive Office

  Customer response

  24/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is satisfactory to me. Not a resolution but a needed extension to help solve the issues at hand.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** is charging me for unreturned equipment I have a tracking number from Canada post proving I sent the equipment to them

  Business response

  10/05/2022

  We were unsuccessful in reaching the customer on May 9 and 10, 2022 - we have left a voicemail with our extension for the customer to contact us back regarding this complaint.

• Initial Complaint

  28/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my **** internet services for the end of March as I have moved. I was told to mail back the modem I had. I am still in the process of moving out of my apartment and was intending to send the modem back April 29 when I finish my move out. Today on April 27 I received a call ********** ****** ************* claiming that **** had transferred my remaining $12 owed on the account as well as the cost of the modem to them for collections. I called **** to let them know I didn't receive any notice that my modem had a deadline to send in. I never received a single phone call or email from **** notifying my equipment was past due; I searched my emails and call history. They have told me I'm required to pay them the balance before they will contact the credit agency to remove the claim. I expressed my concern that my credit score was being affected with no notice and through no fault of my own. The answer I received was essentially "too bad". I want **** to correct their mistake and have any effect to my credit score reversed. We are still with **** through my boyfriends account and he, as well as four other family members. plan to switch to *** if this isn't resolved immediately

  Business response

  28/04/2022

  We have been in contact with the customer and we are working to resolve this complaint.

• Initial Complaint

  25/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I closed my Account number: ************* with ********************** in January. I followed one of the equipment return instruction packed the router in the original box and drop off at ************ Postal worker knows this kind of return, I saw the shipping label been printed and applied to it.I have been advised by **** the last **** will include the unreturned equipment fee and it will be updated once equipment been returned. The waiting leads to credit collection call. When I contact **** to explain the equipment been returned over two month ago. **** state they don't have it and demand tracking number of the return shipment. No tracking number provided to me at the post office nor I believe I'm required to prove to **** I have returned the equipment. At this point **** charges me the equipment fee unless I can prove the shipment. Meanwhile credit collection call are coming everyday threatening credit bureau report. I request a **** adjusted reflect only the usage, because the process felt like an **********. I have ensure the equipment safety return with all my capacity. To my knowledge, ********** are not known to lose parcels, which led me to believe due to covid, the return equipment are not been logged in by **** at all. Demanding outgoing customer to prove **** itself already have the return equipment is a stab in the back and unacceptable in my mind.

  Business response

  26/04/2022

  Re: Better Business Bureau Case #********

  
  We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We thank you for your patience while we are currently investigating these concerns.

*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. ↩