ComplaintsforShaw Communications Inc.

• Initial Complaint

  14/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Switched providers in September and the new provider got a confirmation from **** oct 15 that the new service was taking over oct 31. **** forgot to cancel the service and the provider had to reach out to them again oct 31 to stop service. So **** is aware there is no use of their services as of oct 31. Ive paid my account to oct 31 in full.I promptly returned all equipment to them yet I keep getting bills for service for a period up to nov 24 when they finally closed the account.I reached out to their customer service chat to clear it up and they refused to clear the amount owing and close the account so Im proceeding with a complaint.Account number *************

  Business response

  21/01/2022

  We have emailed the customer requesting for further information in investigating customer's complaint.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 two years and they have admitted that there is something wrong with the outside connection. STILL no one has come to fix it. I am suppose to get 1gb and i am lucky to get .3 mbps. They say they will credit me for all the months that I have had poor internet, but not until they fix it. I get charged monthly for a premium service and get dial up internet, They have admitted the problems yet do nothing but tell me to trouble shoot. It is so unfair....

  Business response

  11/01/2022

  We have been able to connect with the customer and were able to address and resolve her concerns to her satisfaction. 

  Customer response

  12/01/2022

   
  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

  05/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a Shaw Cable/Internet customer for 25+ years (account #************** Over the past few years their services, both equipment and customer service, has steadily eroded. I decided to cancel my services in Sept of 2021 and called to do so. The agent talked me into getting new wireless equipment saying that would alleviate the issues I was having. I decided to try that. The service was no better so, after 2 months, I decided to cancel for good. Unfortunately by receiving the new equipment, I inadvertently became a "new customer" with a new 2 year agreement. That meant a $*** buyout fee. After 25 years I was not happy about being duped into that. That alone was bad enough but now **** has charged me $*** for a service called Sunday Ticket (which is billed $** per month, starting in September, so I have already paid $***) and also am being billed $*** for 1 day of "service" being December 9th as my billing cycle runs to the 8th of the month and I was officially dropped on the 9th. I have tried repeatedly to get any sort of answers from them but their go to move is to just drop the call or chat. That has happened to me 3 times on the phone and 5 times via chat. As much as I've felt like being aggressive or rude I have maintained my composure in each conversation. They just simply know that if they don't talk about it, or give any sort of explanation at all, that there is nothing the customer can do about it. If I don't pay it they will put that on my impeccable credit rating.I am extremely mad and frustrated that a company such as **** can get away with this sort of business practice.

  Business response

  07/01/2022

  We have spoken with the customer and have resolved the concerns brought forth in the complaint.

  Customer response

  10/01/2022

  
  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

  21/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was in contact with Shaw Cable on December 12, 2021 and asked for my internet service to be transferred to ********************************** and they said they would get back to me, of course they never did. My Shaw Cable internet needs to be TRANSFERRED or CANCELLED as of the date I asked. They told me that if they were unable to transfer that I would not be charged for them having to cancel my services before the end of the contract period. This needs to be dealt with ASAP as we are already out of the address in ************.

  Business response

  26/12/2021

  We have reached out to the customer in order to provide a resolution.

  Customer response

  04/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:nothing had been resolved.
  
  Sincerely,
  
  *****************************

  Business response

  05/01/2022

  We have been in touch with, and are currently working with the customer to provide a resolution.

  Customer response

  21/01/2022

  
  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

  20/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’m reaching out to you as Shaw is not honouring their contract to bill me by paper copy. I have requested this and I chose my contract with them because I could receive a paper bill, and their website states that customers can receive paper bills (please see ********). Yet I have been trying since March of 2021 and Shaw Mobility does not mail me a print copy despite my requests every month. I do not want my credit card automatically debited and they are aware of this but do not fix the issue. Can you please assist? I have summarized the attempts to reach staff to fix the issue. I have Shaw Residential and I receive my paper bills fine each month with Shaw Residential, but I cannot successfully get Shaw Mobility bills in paper form mailed despite Shaw Mobility's website information which I have a photo of. Thanks, ******* *****

  Business response

  14/01/2022

  Dear ******* *****,
  
  ******* ****** apologize for the inconvenience caused to you.
  
  Please be advised that we have activated paper billing request on your Shaw Mobile account.
  
  Regards,
  Shaw Mobile

  Customer response

  14/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: Shaw Mobile has said almost every month that they will activate paper billing and they have failed to do so.  I will accept the response once I actually receive a paper bill.  At this point, it is just a communication that I am receiving with no guarantee that my paper bill will arrive.  i would like to keep this complaint active until Shaw Mobile successfully delivers on providing me with a paper bill.  After almost a year, this is a very small ask and I have been so patient.  Thank you BBB for assisting with this issue. Very much appreciated.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  15/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My family and I have been **** customers for 15 plus years, and I have to say I am beyond disappointed by the lack of service and care **** has shown to us over the last few months. It all started when we needed our home services moved to our new home (from ***** **** to *******) We were notified by **** that the area we were moving to was not serviceable as the infrastructure was not available in the area. We found this pretty incredible considering our new house is 14 minutes from our last one and about 20 feet from ****** (******** fastest growing municipality)We were then contacted by a **** project manager who explained that they would have a contractor come by the new house and assess the job and quote on getting the infrastructure built to service our home. The ** stated in the correspondence that we would need to pay anything above and beyond $1000 (which **** would cover for the job)This seemed a bit ridiculous to me. Since when do customers have to pay to have company infrastructure built to get the services they already pay for every month? Needless to say this went nowhere. Our services were canceled upon our move, and we had to sign on with a different supplier. Now **** has taken me to collections over the cancellation fees relating to this account. I had no choice! I didnt cancel my services, **** could no longer provide them. On top of this, when I even try to access the final invoice in question, there are no details on the charges. In other words they just give me an amount to pay, no explanation. I have attempted to contact **** since early October 2021, via social media, and email, and have yet to receive a response. The only action they have taken, is sending me to collections. The total charges they are asking me to pay is $475.07.

  Business response

  22/12/2021

  We have made several attempts at contacting the customer to address their concerns; however, we have been unsuccessful. We have left the customer with our direct contact information. 

• Initial Complaint

  07/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On about September 25 2021 I was quoted a rate for **** internet service of $70 per month for a 2 year contract. This was given to me via text message from the **** rep who services our RV park. I agreed to that price. When I received the contact it said it was $95 with a credit of $25. I figured that was just the complicated way that company does its promos. I did not realize it was a one time one month rebate. When I phoned I was told that their reps dont give rates. I have copies of the text messages which I gave the first rep and she agreed we should get that rate based on them. The last rep did not agree.I would like my contact cancelled with no penalty if they are not willing to give me the rate quoted.

  Business response

  09/12/2021

  We have attempted to reach the customer to discuss the details of the complaint. 

  Customer response

  10/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:I was unavailable for the call. I have called ***** at the number and extension ****** my voicemail twice and no attempt was made for a second call. 

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

  Business response

  16/12/2021

  We have responded to the customer again with a proposed resolution 

• Initial Complaint

  29/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my cable services with Shaw Cable for Aug 15, 2021 and as of Nov 26, 2021 I have not received the final **** dated for Aug. 15, 2021. I had called at least twice to tell them my new address and they still did not send it to me. I found out about Nov. 17, 2021 that **** put me in collections and is on my credit report for $102. I had been making payments to pay this off since I closed my account and I had no warning about going to collections. The outcome I would like is to have this taken out of collections and off of my credit report. Much appreciated.

  Business response

  29/11/2021

  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

  18/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called **** to cancel my internet because there was a better deal with another internet provider company. The agent told me she can give me a deal for my old and new residence (that I just moved into) for $70/month with a two-year contract for internet 300fiber. I said "Great, sign me up!" She signed me up and at the end of a long wait she told me that I need to call back next month because she can't apply this promotion to new accounts. But for this month she will give me $25 credit, and when I call back they will apply the promotion for, at that point, an existing account. Of course, when I phoned back a month later, there was no mention of any promotion, and the original agent that signed me up for the two-year contract wrote in the notes for the next agent should give me a promotion only if there is one. So, the original agent persuaded me into a two-year contract with a blatant lie. I requested that a supervisor review the recorded phone call. And, again, no response. Had to call the third time, only to find out that there is no request to put in for any phone call reviews. Here's my recorded time and date and the deal during the conversation with the original agent: Agent: Victoria ******* 70/month 2 year contract fiber 300 for both residences 2021-10-11 3:52 pm Monday 25 dollar credit for the first month 099 **** **** new accnt # (for the new residence ************************************)

  Business response

  26/11/2021

  We spoke to the customer and have resolved their concerns. 

  Customer response

  29/11/2021

   
  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

  16/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I entered into a contract with Shaw Mobile to buy an ***** cell phone and service for a 2 year period on September 5/21. After many attempts to both **** technical support, and ***** support, the cell service would not activate. Meanwhile **** continued to withdraw monthly payments from my bank account. After 2 visits to a **** store, including 1 where the Manager inserted a new SIM card, the cell still would still not connect to service. An appointment with ***** ****** at ***********, diagnosed the phone as having no issues; however the **** number associated with the cell was tagged as the phone itself was black marked! The phone was likely stolen. It was never going to work. This was confirmed by a **** technician and a case ID was submitted on line and acknowledged. After nearly 3 months of having a non functioning cell phone, (which was delivered to my address via courier from them) and paying for this, **** refuses to do anything further until a full investigation is done, and I have to continue payments to them. Is this not a breach of contract since its now almost 3 months and I still have no working cell phone or coverage? Do I have any recourse?

  Business response

  26/11/2021

  Dear Sir/Madame:

  We are disappointed that ************ has left our service due to not being able to use the phone.  However, we completely understand that she must to what is best.

  We have arranged a shipping box for her to send the phone back.  We have cleared the tab balance and refund her the money that she has paid to date.  A refund was issued to her credit card.

  We apologize for any inconvenience this has caused.

   We hope that one day ************ may return to Shaw Mobile.

   

  Sincerely,

   

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

  Executive Office Specialist

  Shaw Mobile Inc

  Customer response

  29/11/2021

  
  Complaint: ********
  
  I am rejecting this response because: their response denies any responsibility on their part. In other words it was my problem the phone was tagged stolen, was never going to work, I had to find out why and report it, and Shaws expert technicians never phoned me to fix the network issues (as promised by **************). After hours with other **** technicians on the phone, ***** technicians, several trips on my own time and dime to **** retail stores with false information about repairs/loaner phones, this situation would have gone on and on indefinitely. Ridiculous.

  The one time I was able to connect with a retail sales manager, he volunteered to switch out the *** card and said he would credit my account $***. *** ** ***** ****** *** ****** *** *********** with *****who went beyond their service and found out the blacklisting of the phone. When ************* asked me what, if any, compensation would be acceptable to *** indicated that the $*** plus the 2 months I paid for the service would be fine.

  **** reimbursed the 2 months only. 
  I give this company an F for customer service. 

  
  Sincerely

  ,
  
  *******************

*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. ↩