ComplaintsforShaw Communications Inc.

• Initial Complaint

  16/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called shaw mobile for activating the three lines and rep ***** inform me there will be a 45 dollar connection fee and when i saw the **** and called them what is that, they told me we will send feedback and we cant do anything. Its completely ripping off the customer without telling what is going on. Atleast explain you are charging 45 dollar dont surprise the customer with ****.

  Business response

  29/11/2021

  Dear Sir/Madame:

   

  We have applied credits for the connection fee for all three lines.  We have notified Mr. ***** of the action we have taken.

   

  We apologize for any inconvenience.

   

  Sincerely,

   

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

  Executive Office Specialist

  Shaw Mobile Executive Office

• Initial Complaint

  26/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shaw cable Years of complaining about quality and repeatitly being told to reboot, or its my TV. Getting through is impossible. When I looked at my ****, there were overcharges for product not asked for, also charging me for 600 speed internet , and getting 300. when called to ask for supervisor, I was told they would call by day end...3 days ago, no call. I called the other day, told the supervisor is reviewing my file and please hold. Then I was told after waiting 15 plus minutes, the supervisor is now helping another customer and will call back. That was yesterday, and still no call. They owe me for overcharges, and have had no response or credit on my account. This has been a constant problem with ****. After seeing over 300 complaints about ****, I feel we are justified in getting someone to go after the company to stand up for customers. When ***** gets their services through ****, it doesn't give us a choice in choosing how we get our ********************************** We have to sign a contract , and if we quit , we get charged, but they do NOT SERVICE THE CUSTOMER!

  Business response

  28/10/2021

  We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB). We have not yet been able to connect with the customer but have provided our direct contact information. 

• Initial Complaint

  19/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I switched services to ***** in July 2021. Was told a box would be sent to me to return equipment. Made many calls and a box never came. Was told that I would not be charged for services anymore as not using. An invoice came to me September 11 stating I owed $529.15. I called and told would be reversed once they send me a box and I return. October 11 I received another invoice now $1,102.36. I said still no info to return equipment. ******* told me it is not their issue as had many part time employees so I owe this money. I told him I am a newly widowed pensioner and was very upset by all of this. The calls and bills piling up are too much. I told **** that I was getting in touch with senior advocate as I could not take this stress anymore. They finally sent me and I received a return label and sent equipment back. I have been told they would reverse these fees and they are now doubling.

  Business response

  19/10/2021

  Billing Adjustment

  Customer response

  20/10/2021

   
  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

  27/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are constantly screwing up my account. I have had multiple conversations with them trying to set up a credit card payment. Every time I call they state that they see where they went wrong. Then I get threats of cut off. I call in, they say it is resolved each time. I am concerned that as in the past it not. I have been charged extra fees and I want credit. I also want verification that this wont happen again.

  Business response

  13/10/2021

  We have contacted the customer with a proposed resolution. 

• Initial Complaint

  17/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For over 2 years I have submitted complaint after complaint regarding the cable service at both my mom's and my place. The shows are constantly pixalating, the audio drops or is choppy, the pictures freeze....i have had service techs come out and say their cable at home does the same thing, there is no fix, remove and switch out my boxes, updated, rebooted, tell me a million times to unplug my boxes. I'm tired of the hours of time wasted complaining to **** and getting no answers. Always being sent to the next specialist or person who can help. There is never an answer. Yes, I want to be compensation for not being able to watch my TV! **** * **** ** ** *********** *** *** **** * ***** ********** *********** *** ******* ** **** ****** Why? Because I am paying for a service that is not useful to me. But more than anything I want both my services fixed! At both residence! I've had enough Unfortunately! Unfortunately I can't upload my videos here as proof. Only accepts still photos.

  Business response

  18/09/2021

  We have been in touch with the customer in order to work towards a resolution. 

  Customer response

  20/09/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  They have been in response on numerous occasions. There has yet to be a solution. Currently awaiting a service call to see if my service can actually be fixed and how they are going to compensate me. There is no resolution as of yet. Being in communication is not a resolution. Sincerely,
  
  *********************

  Business response

  22/09/2021

  We are currently working towards a resolution with the customer. 

  Customer response

  22/09/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******I appreciate them addressing the issue but I will not be satisfied until the issue is resolved *** * ** *********** *** ** **** *** *********** **** **** ********

  Business response

  02/10/2021

  We have been in consistent contact with the customer in order to work towards a resolution.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a **** customer for over 30 years. I bought 3 ********************** boxes from **** over the years. One box kept on giving me trouble. I brought it to their office in ******** (on 49 Street and 76 Ave) in 2016. They replaced it. The cable box broke down again in 2019. They were unable to correct the problem online. So, I brought the cable box to the same ******** office in 2019 to exchange it. I thought it was "exchanged" (they took the old box and gave me a new one). The new box broke down in 2020 and I was unable to exchanged it due to the ******** office being closed down because of Covid. I cancelled my Cable service with **** in mid-August 2021. Since one of the cable box did not work, I threw that one out. Now, **** is claiming that the cable box was rented to me and since I didn't return it, they are charging me $100. There was no indication, or charges, on my monthly bills that it was rented. I thought the box was mine (purchased), I threw it out since it didn't work.

  Business response

  10/09/2021

  We are currently investigating this concern.

  Customer response

  20/09/2021

   
  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

  07/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have continuous problems with pixelization and audio drop-out on a lot of channels. This has been going on intermittently for approximately 1 1/2 years. I have had a technician come out to check all of my equipment and the equipment in my neighbourhood to no avail. About 1 1/2 years ago **** told me that it was a problem with ******** I have no idea what they have to do with each other but no matter. The problem remains exactly the same. Sometimes you can actually see the pixelization along with the audio drop-out but not always. The audio will drop out sometimes for ***** seconds now whereas it was most of a show originally with this problem. I have gone through their procedures too many times. I am actually an electronics technician/computer-programmer/analyst and used to be the head troubleshooter for the ***** satellite system from ********* Bay to ********** so I do have a clue. The same problem is happening in ******* at a friends home.

  Business response

  10/09/2021

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

  Customer response

  13/09/2021

  
  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

  03/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a phone from **** over the internet because my phone died. about 10 minutes after placing the order I noticed a better deal, offered by the same company and called to switch to that phone. Even though the order hadn't shipped and had only in fact been about 10 minutes ago I was told that it was impossible to cancel an order and that I'd have to wait the 4 days for the phone to arrive and then I could send it back with a request for the new one. I asked to talk to someone, but they told me that supervisors can't chat with customers and they hung up on me.

  Business response

  09/09/2021

  TO WHOM IT MAY CONCERN

  This is a response to ************************** complaint against Shaw Mobile. 

  ************************** complaint was regarding our policy associated with ordering a device over the phone.  He had placed an order and shortly afterwards realized there was a better option for upgrade. He inquired about cancelling the existing order and placing a new order but he was told it was too late to make changes the order that had already been placed. 

  ********************** was upset at not being able to alter the order made. During our conversation ********************** provided us the feedback that he would like for Shaw Mobile to allow an hours wait time from the order being placed to it being finalized on the back end to allow customers the option to change their mind if needed. 

  ********************** was thanked for his feedback and was informed that we will be forward his feedback to the necessary team for review. We apologized to ********************** for any inconvenience this issue may have caused. 

  ********************** had no other queries or requests.

  As it stands matter is deemed resolved by both parties. 

   

  Kind Regards

   

  **** ******** 

  Shaw Mobile Executive Office

*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. ↩