ComplaintsforShaw Communications Inc.
Internet Services
Additional Complaint Information
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I know I didn't accept the offer they stated and since they say I said yes . They refused to allow me to hear a recording of myself accepting. They say it's a privacy policy but it is a recording of me. I feel that they are not honest and sucked me into a contract. I was very clear that I wouldn't pay that and want to move to a new provider and they say I owe a cancellation fee if I move to a new providerBusiness response
15/03/2024
We have reached out to the customer to discuss our findings and provided customer with the avenue to request call recording.Customer response
18/03/2024
Complaint: ********
I am rejecting this response because:I'm still paying the same and stuck with them for * years
Sincerely,
***************************Initial Complaint
04/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Back in August 2023 I signed to new contract with **** tv/wireless services. Been a customer **+ years and in total of **+ years all together after taking on my moms account. They have billed me for services I never agreed to with new contract. Now they have removed certain services I rely on and have threatened to charged me again for channels I never had.Unfortunately since I called and complained they've shut me out of my account so, currently I can't add photos of my bills. I'd be happy to once I'm able to access my account that ****/****** has locked me out of.Business response
04/03/2024
We have been in contact with the customer and confirmed resolution.Initial Complaint
09/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
****** mobile bought out Shaw mobile in which I had a long standing contract. Every month I laid my bill and continued to do so. When **** customers were transferred automatically to ****** they received a new account number in which to pay their bill, I didnt realize this until a month later when i received a new bill from ****** with an outstanding balance of $****** which I knew I paid, and in fact did pay on Dec **** but unbeknownst to me I accidentally paid my first ********************* to my old **** account. I made sure to pay the new bill correctly and cover the outstanding balance and then track down the amount I paid to Shaw mobile. Here is where my issue lays because Shaw mobile doesnt have any customer service now, I am forced to deal with ****** who says they cant help me. When I talk to Shaw cable and internet (because Shaw mobile customer service no-longer has a department I can talk to) they say they cant help me , and to talk to ******. I have called Shaws ************** number and that directs me to ******, and I have tried their on line services what also directs me to ****** and I have tried their store, which has closed their doors. I have talked to my bank to reverse the payment of $****** and they say they cant because its been over a month, and didnt realize this until after it was too late to reverse the changes. So my next step is to talk to the better business bureau as Im at a loss for what I can do. Im not mad at anyone, I just dont know what steps to take. **** can transfer that money onto my home Shaw cable and internet bill or send me refund cheque Please advise me if there is anything else I can do before I proceed down this road.Business response
16/02/2024
We have spoken with the customer and confirmed their complaint is resolved.Customer response
20/02/2024
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,
***** Kom-****Initial Complaint
08/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Extra fees and no customer service help or leinancy on loyal customers they refuse to help with bill extensions just to add on extra fees . **************** is non existent with this company . I'm on a contract and sick of paying fees for having a hard time in this economyBusiness response
20/02/2024
We have reached out to the customer several times. However, we have been unable to connect with them, and to date have not received a response to our voicemails and email.Initial Complaint
15/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I applied for a mortgage with *** in the beginning of November. On November * I got a call from ********* telling me that I had an amount I. Collections with ****. I paid the amount if full of ******, on November *, 2023. I have never been contacted by the collections centre and it is still showing out standing. I have called **** on multiple occasions about this and they have told me there is nothing they can do about it. I have since called to get the phone number of the collections agency which they have told me they dong have. I just want this dealt with and keep meeting resistance and dont know what else to do. Im not the only person with this problem it seems to be a widely spread issue.Business response
15/01/2024
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
09/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I agreed to a * year contract with Rogers(together with Shaw) as they bought out Shaw and made everyone transfer over....I agreed to continuing another * year contract with Rogers since the following was included: ** months of ****** + * months of *********+ I never received the * months of *********. After several phone calls with the Rogers/shaw team, I was told they were working on some sort of glitch and would let me know but nothing every happened. I never received my * months free not even an email or call back... I gave up and have now missed a large chunk of the hockey season....this is a clear breach of contract and false advertisement, I was never given what was promised to me from the get go. See attached image showing the promotion in which I agreed upon.Business response
19/01/2024
We have spoken with the customer regarding a resolution to their complaint. CX has declined to accept the resolution at this time. We have noted it on their account should they change their mind.Initial Complaint
08/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Upon cancellation, rep said no need to return modem because it's old and to recycle it.A few months later, we receive a collections letter saying we owe $*****.Tried reaching out via phone, iMessage, Whatsapp, but no agent is available to resolve this!! Ridiculous.Business response
08/01/2024
We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have reached out to the customer via telephone to discuss their concerns and resolved the complaint to their satisfaction. Thank youInitial Complaint
03/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
********** services paid bill. Incompetent company put payment on old account. Returned payment to an old credit card and sent my account to collections.Business response
17/01/2024
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 are currently investigating these concerns and have reached out and provided our direct contact information to the customer.Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
"Scheduled a service with ****** for fiber optic modem replacement. Received email and text confirmations for the appointment on 2023******, from **:00 to **:00, but no one showed up. After calling, rescheduled for 2023/*****, **:00 to **:00, yet again, no technician arrived. Continued reaching out to customer service, rescheduled for 2023******, **:00 to **:00, but still no show. Contacted customer service again to arrange for 2023/*****, **:00 to **:00, and was told the technician was on the way. Unfortunately, no one arrived. After further contact, was informed they couldn't reach the staff and asked to wait for notification. Currently enduring a prolonged wait, truly hoping this kind of company shuts down sooner rather than later..."Business response
03/01/2024
I reached out to my ******************* who confirmed the matter was a **** related issue in **.
My colleagues have since made attempts to reach out to the concerned party to address their concerns.
Thanks,
*****
***************************
Attache | ****** du ********Business response
05/01/2024
This is a ***************** customer. We have already connected the customer ***** ** with the ***************** team and resolved their issue.Initial Complaint
02/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
**** (******) is trying to bill me ***$ for leaving/cancelling my internet service. I asked if they wanted a tracking # from canada post. They didn't take it. I tried delivering it to a ****** store. They wouldnt accept it. They dont deserve a *****.Business response
03/01/2024
We have reached out to the customer and provided our direct contact information to discuss resolution.
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Customer Complaints Summary
250 total complaints in the last 3 years.
95 complaints closed in the last 12 months.