ComplaintsforShaw Communications Inc.

Internet Services

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Customer Complaint:

Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

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Initial Complaint
22/02/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had signed with ******* mobile internet and phone last April 16, 2021. . Its called Big G 20g data nationwide calling . Free text international . Im paying ****** a month. Up to this date I gave a credit of Cad 124. My cellphone is with ******* mobile and my internet is with ****. ************** mobile are partners. Last December 2021 **** disconnected my home internet. I called them they said I have balance of 281 since Sept. 2021. I told them I m paying on time. I have a bundle including internet. I talked to **** tech support they fixed it. Last Jan 24, 2022 it was disconnected again. I went to ******* mobile in the central city mall .to report the problem. Clerk checked my account everything was fine. He said call **** n request a technician to come to your house. I called **** . They were so incompetent n irresponsible. I was transferred from agent to agent. Beating around the **** . They said I have to pay ****** They wont fix it if I wont pay the balance. I told them that Im going to complain to ****. Im surprised an invoice was made Sept 2021. Put back my home internet into service
Business response
22/02/2022
We have contacted the customer with their concerns.
Customer response
23/02/2022

Better Business Bureau:
I spoke to ****** from ****. She is an executive who deals with problems with ******* mobile. I told her the incident . I told her that I signed up a bundle **************** from ******* Mobile. This was done on April 16, 2021. The name of the plan is Big G 20g. Unlimited calling nationwide . Data is 20g. Free internet with ****. I told her that I was paying 124. Plus. Monthly. I told her that last Dec. 2021 my internet was disconnected due to non payment. I called **** thats its a bundle why did u disconnect. The agent activated my internet . Last January 24, 2022 the internet was disconnected. I called **** because of non payment. They said its not a bundle . They created me an invoice last sept 2021 . She said I just signed up last sept 2021. I dont know why u only created an invoice when in fact my internet was running since I signed up. The executive lady really insisted that I signed up in sept 2021, she wont listen to me. She said this should be separate invoice. I said to her why separate invoice , this is a bundle. She insisted that its a mistake coz should be a separate. She said **** already created an invoice and that means I have to pay more. Im not agreeing n u cannot change the contract. U have to follow what is stated. U cannot just create an invoice in sept 2021. Im already paying the bundle since I signed up . I said to her u have no right to change the contract. She said she will investigate further and she will get back to me ASAP. I have to tell her what is right for me. She cannot just walk on me because of whatever reasons she has. I said to her why u only telling me now that its a separate invoice when in fact I ve been paying this bundle since I signed up. I told her u should treat your client with respect n dignity.

Sincerely,

*************************************
Initial Complaint
18/02/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Shaw tv has not been working for almost a month now. The tv digital box has some sort of an error that pops up that prevents any channel from working. I have called them on multiple occasions, and all they do is reset it or tell me to reset the box, but the probelm is I can't do this everytime I wanna watch tv. It takes 5 minutes everytime to reset the digital box. I want them to either fix the box completely or install me a new one.
Business response
25/02/2022
We have connected the customer with the technical support team to resolve the technical issues brought forth in the complaint.
Customer response
28/02/2022

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
16/02/2022
Complaint Type:
Billing Issues
Status:
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.
Been with Shaw for over two decades, but due to bad communication and bad service, opted to go to ****** **** sent me a final **** which was paid immediately as have all bills for 20 years+. Then I received a **** for $400 accompanied by a postal credit/ delivery sticker. I sent all equipment back and received a confirmation. Then shortly after received a notice stating I owed $81+ and was severely overdue. There was no invoice, or accounting for the amount alleged owing. A day or two later, we received a notice from a credit collection company/ Again, without any accounting for the alleged amount owing. We tried to call, and I went down to **** offices on 32 ave, which was closed to the public. With a notice posted on the door, saying I should go to Sunridge mall branch. I did. The Representative was confused, and said, my account was paid. As a businessman, I suspected this was due to the fact that ****, had put us into a collection bureau. This we feel as highly unethical, and downright vindictive. Our account was in good standing for two decades. Now due to this, My credit score of over *** has dropped to low ****. ****, We returned a huge box of all **** equipment. Most of it was redundant and out of date. The most recent modem and accessories were returned also. When sending any ****, ****, should state, what the amount is for. They do not do this, and are extremely fast, putting a bad report into the bureau. I am ********************************************* my ethics and my life, work, and credit score. I want **** to explain any charge, What it is for, and itemize the charges. ALL equipment was returned, even what was not rented. AND I want my credit score taken back to where it was. A company cannot expect customers to pay for undisclosed, non-itemized charges. Money will be paid for legitimate services or product. Letting loose a ****************** without doing so, demonstrates bad business ethics, within a disorganized company ***************************
Business response
23/02/2022
We have been in contact with the customer and have been able to resolve his concerns to his satisfaction.
Customer response
28/02/2022
I am still waiting for my Credit Score to be updated into the mid **** where it was, before this charade took place. ******** has been helpful, but I do not see any changes as per her premise to restore my credit rating. When that occurs, I will be pleased to accept settlement. Sincerely. Complaint: ********

I am rejecting this response ***********************************
Business response
28/03/2022
We have spoken to the customer and advised that this has been taken care of and to review his credit score to confirm.
Customer response
28/03/2022

Complaint: ********

I am rejecting this response because my credit score remains at ***. Ot was promised that it would be returned to its original valie, well above ***. **** called me today to tell me they had sent me a cheque and repaired my beCon score. This was not true. Nothing has changed in *******.
Sincerely,

***********************************
Initial Complaint
10/02/2022
Complaint Type:
Billing Issues
Status:
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.
I was quoted dec 17 th and dec 26 2021 That I was to receive the current special of $129 month But now they refuse and have charged me $200 + a month instead Ive called and complained and was told I would hear back last Friday if they would be able to uphold there word Still no call back from supervisor I feel it is ********** wrong to promise a price then decide to not give it to me and never tell me !
Business response
23/02/2022
We made several attempts to contact the customer; however, we were unsuccessful. We left a voicemail with our direct line but have not heard back. According to the account, necessary adjustments was made to honor the original offer that she was offered and will appear on the customer's future invoices.
Initial Complaint
07/02/2022
Complaint Type:
Billing Issues
Status:
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.
Feb ********************************************************************************************************** ********************** They did not send me invoice for four months, they did not send a overdue notice ever, then cut off service with no warning, as soon as I found out I paid the **** but they are charging me ****** dollars for a reconnection fee, after 40 plus years as a customer, it feels like I am being taken at vantage of.
Business response
11/02/2022
We have contacted the customer with a proposed resolution.
Initial Complaint
26/01/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have been a customer for many years with **** Internet. I pay for the top speed and I am getting next to zero internet. I have been calling and complaining for more than 6 to 7 months and they have admitted that there is something wrong with the there software and modem. STILL no one has come to fix it. I am suppose to get 1gb and i am lucky to get some times 4 to 10 mbps. I experienced many times my office meeting gets disconnected. I get charged monthly for a premium service, They have admitted the problems yet do nothing but tell me to trouble shoot. I have to follow up every week and I spend more than an hour each time. I found no accountability for solving problems, no supervisor or senior person comes on line to discuss and solve problem. it is frustrating and It is so unfair....
Business response
27/01/2022
Our sincerest apologies for the intermittent connection issues that has been experienced in the home. We would like to include our senior technical support team to contact you to investigate the concerns brought forward. Please provide your preferred contact number and time that our team can reach out.
Initial Complaint
25/01/2022
Complaint Type:
Billing Issues
Status:
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.
Shaw mobile overcharged me $***** a month for 10 months. Changed it to the proper amount without telling me on the 11th month. Will only credit me for 3 months and says they have a policy to not credit more than that even though they take full responsibility for the mistake. They essentially are telling me that they are keeping $****** because they can.
Business response
31/01/2022
BBB Case: ********
Customer Name: *************************

Ms. ******** case is in regards to the price difference of her previous plan and her current plan. ****************** has upgraded her internet service which brought her Shaw Mobile wireless plan to a higher tier. Ms. ******** plan is $20.00 lesser than her previous plan, with the same features and benefits.

Shaw Mobile communicated with ****************** and we have provided a credit of $****** plus taxes for the difference in her old and new monthly plan. ****************** has accepted the resolution.
Based on the explanation provided above, Shaw Mobile and ***************** **** this case to be resolved.

Thanks,
**********************
Shaw Mobile
Initial Complaint
19/01/2022
Complaint Type:
Billing Issues
Status:
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.
No mailed billing was provided for services. Online billing provided an amount but with multiple accounts when prompted to view **** it crosses over to other accounts, thus showing an inaccurate amount owing.After trying to rectify this with terrible customer service the issue was never resolved resulting in late payment from not receiving accurate on time billing.
Business response
19/01/2022
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.
Initial Complaint
18/01/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
**** refuses to stop sending me direct mail even though I have made several mistake and was told I was removed from their marketing list. I still get paper mail addressed to my address. **** *** ****** ***********
Business response
25/01/2022
**** has responded to the customers complaint
Customer response
27/01/2022

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
14/01/2022
Complaint Type:
Customer Service Issues
Status:
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.
I was forced to suddenly move out of my apartment because of flooding damaging the building. With everything going on I forgot to cancel my **** services. Between September and November there was no one accessing internet AT ALL and I was still somehow charged my normal amount through automatic withdrawals from my bank account. I realised this and cancelled **** services on November 2021. My **** was $278.95, which was stated to me in an email would be available to view and pay through MyAccount online until January 18th. On January 5th I began receiving constant phone calls from what I thought was a spam/fraud number, but today after a very unpleasant exchange with one of the people ********* me came to realise was a credit adjuster.
Business response
25/01/2022
We have been attempting to contact customer to address their concerns; however, we have been unsuccessful. We have sent an email and left voicemail with our direct contact to schedule a callback

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