ComplaintsforRogers Communications

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been badly treated by Rogers Mobility and have moved my cell phone to ***** however Rogers is now giving me a hard time about releasing the final overpayment cheque they just say it’s been released but I haven’t received it. They owe me $157.56 Please help with this issue. Thank you.

  Business response

  09/05/2024

  Hello,
  
  REF:  BBB Serving Central Ontario Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review. 
  
  Client Concerns:
  -Customer ported out her services to another provider, and her account had a credit balance.
  -Customer requested a cheque refund.
  Investigative Findings:
  -We reviewed the customer account and confirmed the cheque refund request was process April 21, 2024.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on May 8, 2024.
  
  -We confirmed via email the cheque refund was process on April 21, 2024 and timeframe 3 to 4 weeks.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern. 
  
  Christine S.
  
  Attachée, Bureau du Président
  Advisor, Office of the President

  Customer response

  09/05/2024

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

  after weeks of asking for a refund I still have not received the cheque. They have been saying it’s in a different departments hands but no shipped date. I want to go to the media ** **** ** *****.

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

  Business response

  15/05/2024

  At Rogers, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review. 
  
  Client Concerns :
  -The customer is stating that they did not receive their refund cheque.
  
  Investigative Findings :
  -The refund cheque was issued on April 21, 2024.
  
  Resolution :
  Rogers’ Executive Response Team successfully contacted the customer on May 10, 2024.
  -The customer confirmed they have received the cheque.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern.  

• Initial Complaint

  30/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Issue: incorrect billing and unauthorized changes to original contract with Rogers, account # ***********: on April 18th, 2024, I received a call from 833-447-8254, but the representative quickly realized that the call was a mistake, since the final term of my "loyalty discounted" 24-month contract (confirmation # ************, Feb, 8th, 2023) is/was Feb.15th, 2025; on the very next day, I got billed in $135.99; up until then, I had been paying $56.49 for the same services. So, I called Rogers to complain. The representative, Susan, seemed confused about the changes (never authorized by me) in the contract; those changes had a future timestamp - 11am, but the time of the call was 8:30am, suggesting that the changes were made by an agent in another country, east of Canada. I tried, with no avail, to reason with Susan and have her restore my original contract and billing. After I ended the call, I received a series of emails from , with the following information: confirmation # ************, referencing my original contract (Feb/2023-Feb/2025) and discounts; confirmation # ************, from Mar 19th, 2023, which Susan claimed it was when the discounts and duration (from 24 to 12 months) of my original contract were changed; confirmation # ********** (April 19th, 2024, same day of the complaint call); and confirmation # **********; the last two refer to more changes in my contract, such as the end term, originally set to Feb 15th, 2025, to April 19th, 2026, which I never agreed with. Therefore, I request an immediate correction of the current billing to reflect the agreed terms of my original 24-month contract and reassurance that the situation described above will not happen again, as I believe it to be a clear breach of the original contractual agreement. If left unresolved, I will turn the matter to CCTS for further investigation, which is why I kindly ask Rogers to provide me with a copy of the recordings of the calls mentioned above.

  Business response

  01/05/2024

  Hello,
  
  REF:  BBB Serving Central Ontario Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review. 
  
  Client Concerns:
  -Customer reported her promotional discount no longer reflected on her account.
  -Customer requested an adjustment
  
  Investigative Findings:
  -The Office of the President reviewed the account and provided a satisfactory resolution.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on May 1, 2024.
  
  -The customer confirmed her concerns were addressed and resolved.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern. 
  
  Christine S.
  
  Attachée, Bureau du Président
  Advisor, Office of the President

• Initial Complaint

  18/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello my name is ****** I am facing very big issue with rogers now. I was using the rogers internet when i was in toronto. Then I had to move to different place al of sudden that time I called rogers and asked them to cancel my plan and they said yes and I moved to different area. They did not tell me anything about collection of box that time. After canceling my plan still i was getting emails of bills. I called multiple times but I never heard back they said they will talk with someone hire authorities and let me know. Now they are charging me 1399 cad. I am not even using that box or internet for past 8-9 months. Please help me with this. I am student here and i can not afford this loss without my mistake. I am depressed because of this. You can check my bank as well i ave no jobs right now. How am I supposed to pay this ? I will die better .. please help me ??????

  Business response

  25/04/2024

  Hello,

  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.
  Unfortunately, we were unable make contact with the customer by phone to further discuss and address this matter.
  

  Please note we received an email reply advising of their availability for call support, however; the follow up calls were not successful.
  

  Rogers is looking forward to the opportunity to address the customer's concerns at their convenience. 

• Initial Complaint

  18/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fido kept charging me over 250$ monthly for data and calls since December 2023 after I had a conversation with an agent from their Office Of the President for an agreement to continue the service at a better rate of 60$. Since December my services were cut. I couldn’t make a call , and yet they charged me over 1,000$ more

  Business response

  18/04/2024

  At Fido, we value the feedback received from our clients, and would like to thank them for presenting this matter for review.  
  
  This customer has also presented their concerns for consideration through the Commission for complaints for Telecom-television services (CCTS).  As such, Fido will work with the customer through this regulatory channel to provide resolution.   

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My name has been on my mother's rogers account (account #*********) for over 20 years so that I am authorized to make changes to her account I called in this time last year (March 2023) and had her services changed with no issues like I would do each and every year Now that her 1 year promotion is complete, I've called in again to go over the account only to find out someone at rogers removed my name The primary or secondary names on the account did not authorize rogers to make those changes to the account The agreement was to modify services provided by rogers only The confirmation email from Rogers Residential Service Agreement after the change was made shows changes to service and not the account details Rogers Privacy Policy published on their website outlines how they meet their legal obligations under Canadian private sector privacy law Their website states the following: "As part of our ongoing commitment to data protection and maintaining customer privacy, we want to ensure that our customers understand how we collect, use, and disclose their personal information." By making unauthorized changes to the personal information on this account, they have failed to protect the data and maintain customer privacy

  Business response

  09/04/2024

  Hello,
  

  At Rogers, we value the feedback received from our clients, and would like to thank **** for presenting this matter for review.
  

  Client Concerns:
  Support for their mother who is the Rogers account holder.
  A recent account review was declined.
  Adjust the account details to ensure **** is captured as authorized for account support.
  
  Investigative Findings:
  When the account holder migrated their services from their grand-fathered products to Rogers Ignite, the change included a newly created account number.
  The change did not include ****’s name being transferred from the grand-fathered account where his was documented as an Authorized User for account support to the Ignite platform.
  While investigating the account concerns, the changes to ensure **** is captured as an Authorized User on his mothers account have since been updated along with a revision of the monthly charges.
  

  Resolution:
  Rogers’ Office of the President successfully contacted the customer on April 8, 2024
  We apologized for the overall experience and, we shared our findings with **** who confirmed his appreciation for the April 8, 2024, phone call from our office.
  

  Rogers would like to thank the customer for their co-operation in the resolution of this concern.

  
  

  Customer response

  09/04/2024

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

• Initial Complaint

  02/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  After the **** to Rogers migration on October 2023, my **** cell phone line (my 13 years old daughter is the main user) was switched from "unlimited Talk and Text without any data" to a "unlimited Talk and Text plus 1 GB data plan + $10/GB thereafter". Without knowing Rogers making this change on my daughter's cell phone plan, my daughter has an option to use data without knowing. I didn't find out about it until the March statement. I read through the communication send from Rogers promising to keep the same plan for 5 years. I didn't read about Rogers is making this change until I investigate about it now. I purposely choose to opt out data for my daughter's phone line for 2 purposes: 1) She needs to learn how to use data responsibly prior having the excess of a data plan, and 2) I want to save some money while it is not a necessity expense for her for the time being. I have been a long term Rogers client prior the migration, but I feel I am being misinformed and mistreated. I called Rogers to address my concerns i.e. why my daughter's phone plan has data in the first, and if I can get the data usage charges reversed. I spent close to 2 hours on the phone with Rogers. The representative was finally able to help me opt out the data function on the phone, but he was unwillingly to reverse the data charges. I feel Rogers is purposely switching ****'s customers to a pay as you go data plan to squeeze out more money from ****'s customers. This is a major let down by Rogers. In fact, this is an unethical practice. Rogers can simply switch ****'s customers to the same phone plan, but it secretly switches customers to a pay as you go data plan. As a long term Rogers customer, I am very disappointed. I am currently considering of switching my business to other company.

  Business response

  03/04/2024

  At Rogers, we value the feedback received from our clients, and would like to thank XXXXXXXX for presenting this matter for review.  

  Client Concerns: Data charges 

  Include desired resolution : Credit the charges and block data 

  Investigative Findings: Data is blocked  

  Rogers’ Office of the President successfully contacted the cx on April 4th and provided the following resolution:

  - Agreed to credit the $128 charges towards the data 

  - Added roaming block 

  - Confirmed customer that the data is blocked on the line.  

  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer response

  03/04/2024

  
  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,
  
  ***** ****

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am customer of Rogers for 20 years. I ordered pickup of 2 new Iphones online . I opted to pickup the phones from from this store instead deliver directly to me . When I came to pickup the phones to store, I was asked to pay $12+tax for sim cards. I told the attending person him it is just a pick up and not new phone lines. But he said that he will not handover the phones until we pay the sim cards charges. I contacted customer services again at Rogers again and they told me that I should not have been charged it at all. I have tried multiple time to reach the store manager , but he is not responding and his staff is very rude when I try to meet them personally for resolution.

  Business response

  04/04/2024

  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.  
  Client Concerns: 
  The customer is disputing the 2 sim card charges that was charged at the retail store.
  He is requesting the Sim card charges refunded to his account.
  Investigative Findings: 

  Rogers has reviewed the account and ****** had contacted Rogers and the Sim card charges have been adjusted and issues resolved in April 1st 2024.

  Resolution: 
  Rogers Office of the President successfully contacted the customer on April 4th, 2024
  We have confirmed with customer that the issues are resolved.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.  

  Customer response

  04/04/2024

  
  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,
  
  ****** ****

• Initial Complaint

  28/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a loyal customer for over 2 years with Rogers Communications for Internet and TV and paid my bills religiously every month. I switched to **** in January 2024 because they offered a better package and I collected my TV receiver and modem and went to the local Roger's store to return them. The local store informed me they no longer accepted returned equipment but they provided me with a box and helped me package the devices and wrote a ****** **** shipping # on the box. This was 14 Jan 24. I brought it the same day to ****** **** and they printed a label and provided me with a receipt. A month later I notice a charge of over $430.00 on my account for "Non-Returned Equipment". So i went back to the local Roger's store and inquired - they said "No worries just wait for the next billing cycle and it will be cleared"! As of 27 March it has not cleared from my account and they are threatening sending this to a collection agency! I received an email from their collections department and after on hold for over 2 hours finally spoke to someone who tried transferring me to customer service and this was a futile effort as after 50 mins on hold I was disconnected!!! So again this evening I trued calling, got transferred and again on hold for 25 mins but I eventually was able to speak to someone in customer service who told me she would have to raise a CASE to investigate the non-returned equipment. I asked to speak to a supervisor and after on hold for another 20+ mins I spoke to a supervisor who told me the same thing. She said the case raised would be sent to the warehouse and they would investigate - really! I told her I have a ****** **** tracking # and went on ****** ****s website while we were talking and confirmed it had been delivered but she was still insistent they had to investigate?? OMG and can't believe this situation and the stress it has caused me and it's still not resolved after spending countless hours on hold!!

  Business response

  02/04/2024

  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.
  
  Client Concerns:
  The customer cancelled residential services in January. The equipment was sent back via mail however was the charged unreturned equipment fees.  
  The customer called in to inquire about he charges and was told that a case was required to locate the equipment.
  
  Investigative Findings:
  Upon review of the account, the issue has been resolved on March 28, 2024. Rogers has applied as adjustments on the account for the returned equipment.
  
  Resolution:
  Rogers Office of the President contacted the customer on April 2, 2024.
  Confirmed that the pending adjustments for the equipment will reflect on the next bill.
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer response

  02/04/2024

  
  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. I spoke to a lady from the President's office and she was very professional and took time to explain the action that they took to resolve the situation. I am very pleased with the timely and professional response and resolution from Rogers.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  21/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought Rogers Ignite Gigabit 1.5 home internet connection via telephone on 2023-04-04. My account number is *********. I have been subjected to mis-selling practices, leading to significant inconvenience and financial strain. Upon initially signing up for the Rogers home internet service, I was presented with a package that promised no commitment, no contract. However, we cancelled the services on January 15, 2024. To our surprise, we came to know that they charged us $210 cancellation fee in spite of having "no contract" explained by the representative. It is evident that the sales representations made to me were misleading and failed to accurately reflect the actual cancelling costs associated with the home internet service. As a conscientious consumer, I expected transparency and honesty in the sales process, neither of which has been demonstrated by Rogers. I trust that Rogers will take swift and decisive action to address these issues and restore the integrity of its home internet services. I expect a prompt response outlining the steps being taken to rectify the mis-selling discrepancies and waive off my charges with an apology.

  Business response

  25/03/2024

  Hello,
  
  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.
  

  Client Concerns:
  Rogers Ignite Order dated April 4,2023
  The offer included a 24-month agreement.
  The account holder has since terminated the services for a non-Rogers related source for Internet Access
  Charged an early cancellation fee.
  Account adjustments
  

  Investigative Findings:
  The presented offer dated April 4, 2023, included a 24-month agreement.
  A Residential Agreement, which included details that were related to applicable fees for an early termination was shared via the email address on file on April 4, 2023.
  The captured call recording included discrepancies with commitment details.
  

  Resolution:
  Rogers’ Office of the President successfully contacted the customer on March 25, 2024.
  First and foremost, an apology was provided for the overall customer service experience.
  We also reviewed the concerned charges, which was confirmed as appreciated by the account holder.
  

  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer response

  25/03/2024

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

  As mentioned in the resolution apology was provided. However, the call was polite but no apology was provided. Also, on call I was told to waive the charges, but it is not mentioned in the resolution at all. I will accept the resolution of it mentions the waiving of charges.
  
  Sincerely,
  
  ****** *****

  Business response

  01/04/2024

  Hello,
  
  At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for further review.
  

  First and foremost, we apologize for the overall inconvenience caused by the shared billing issues.
  

  With regards to the concerned charges,
  
  As previously advised to the account holder on March 25, 2024, the concerned fees were revised as exception due to a captured miscommunication - The support will be reflected on the account itself within the next 1 to 2 billing cycles.
  

  Thank you.
  

  Customer response

  04/04/2024

  
  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 provided all the incorrect charges are removed after 2 billing cycles and we do not owe anything to Rogers since the account was cancelled and router was returned.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  20/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Services canceled effective March 28th, 2023. Company continued to bill for services canceled such as internet, TV, home monitor. 2 mobile devices canceled May 2023. Willing to pay for mobiles and devices canceled in May 2023. At the time of cancelation customer service moved the file to the Office of the President to resovle the dispute of non billable services canceled. however no on contacted me until March 2nd of 2024 almost 1 year later. Yet I still receive their sales calls weekly to go back to their services. The Rogers customer service since canceling has been poor, not transferring calls, not entering in cancelation dates at time of cancelation and treating a 20 years longstanding customer with proper communication and competitve rates. Further their billing tactics and charges are over handed. I saved over $200 a month by canceling and switching to another provider. I have offered to pay for services billable up to cancelation date of March 2023 and mobiles up to May 2023 but will not get a proper response from the company only to place the file into credit without resolving ammicably. This type of corporation is the problem with our society, only to make huge profits and throw customers under the bus and recycle them.

  Business response

  22/03/2024

  Hello,
  
  At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review.
  

  Client Concerns:
  Generated invoices
  Termination date
  Account adjustments
  

  Investigative Findings:
  Escalated attempts to contact the account holder were recently made for a billing review.
  Unfortunately, a personal family matter caused a challenged with our contact attempts.
  The applied account charges also included early termination fees.
  The matter had since been submitted to a collection agency.
  The account holder accepted a billing offer from the assigned agency.
  Given the accepted offer, our office was not able to provide further support.
  

  Resolution:
  Rogers’ Office of the President successfully contacted the customer on March 22, 2024.
  First and foremost, our condolences to the family for a recent loss.
  With respect to the shared account experience, the account holder has since accepted a settlement offer from the assigned agency on March 21, 2024, as per the account holder.
  Although arrangements have since been made with the assigned agency, our office provided an apology for the overall customer service experience, and we provided contact details should further support be required in the near future.
  

  Rogers would like to thank the customer for their co-operation in addressing this concern. 

*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. ↩