Complaints

This profile includes complaints for Rogers Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rogers Communications

  855 York Mills Rd North York, ON M3B 1Z1

• 

  Rogers Communications Inc.

  1316 2929 Barnet Hwy Port Coquitlam, BC V3B 5R5

• 

  Rogers Communications Inc.

  2111 Main St # 114 Penticton, BC V2A 6W6

• 

  Rogers Communications Inc.

  14A 650 W 41 Ave Vancouver, BC V5Z 2M9

• 

  Fido

  1200 St.Laurent Blvd., Unit 541 Ottawa, ON K1K 3B8

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:22/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year after becoming unexpectedly homeless I contacted Rogers(****) to have my home internet service suspended in January. There was a huge miscommunication and the agent only gave me a free month of service then continued to bill me normally. In July I contacted them again after realizing they were still taking the full payments out of my account through direct withdrawal. They informed me that they hadn’t agreed to suspend the account temporarily but would at that time for 6 months going forward. I contacted them the end of October informing them that I wished to completely terminate my service I was told to send the equipment back via ****** **** at the end of the next bill (middle of November) which I was fully prepared to do until ****** **** went on strike. I still returned the equipment and it sat at ****** **** until the beginning of this year. January 18 I received my final bill amount with the equipment cost removed. Today, 4 days later, I received an email saying they sent the bill to collections. I contacted Rogers to discuss that I get paid at the end of this month and will be paying off the balance then. They told me the bill is NOT in collections and refused multiple times to let me speak with a supervisor. The employee was **** and argumentative the whole conversation. *** ****** ** ********** ** **********. This has damaged my credit rating and I am not happy. They need to fix this

  Business Response

  Date: 30/01/2025

  We have connected with the customer and will be working to address their concern.

  Customer Answer

  Date: 03/02/2025

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

  Rogers/**** did not take accountability for their actions once they reached out. All they did was make excuses. 

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

  Business Response

  Date: 13/02/2025

  We have attempted to connect with the customer but have been unsuccessful and have provided them with our direct contact information. 

• Initial Complaint

  Date:22/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Rogers sub company *** wireless through my company employee benefits. I provided them my proof of employment information as well as proof of my payments through disability as I am currently on disability. They proceeded to tell me that the information that my company provides me with is not enough and they would not fulfill my order. I told them that this is an act of discrimination as this is what I am provided through my company so how can they tell me that it is not enough or what I should be getting. I was even told by a manager that my order would be completed urgently and they would put a rush on my order and they would contact me back to rectify the situation. Neither has happened. This is unacceptable and completely unprofessional. I am a rogers customer my whole life. Very disappointed.

  Business Response

  Date: 23/01/2025

  Hello,
  
  At Rogers, we value our client's feedback and would like to thank ****** for bringing this matter to our attention. 
  
  Client Concerns:
  Attempt made to complete a hardware upgrade, which involved price plan changes
  Rogers Preferred Program
  Proof of disability and proof of employment were provided
  Discount Support Requested
  
  Investigative Findings:
  In order to be eligible for the Rogers Preferred Program office, one of the requirements for support is an active corporate email address.
  The employee email address would be used to share applicable codes for discount support.
  This process may be completed by way of the Rogers Website, Live Chat or Phone Call.
  
  RESOLUTION:  
  Rogers’ Office of the President successfully contacted the customer on January 23, 2025
  First and foremost an apology was provided for overall experience.
  The account holder confirmed they do not have access to their corporate email address.
  The account holder stated they can only access the email address when in the office – return date unknown.
  I advised them that without it, the applicable discount codes for support cannot be generated.
  
  Rogers is appreciative of the opportunity to address this concern and regret that an amicable resolution could not be attained at this time.    

• Initial Complaint

  Date:20/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not sure if you can help but Rogers has placed a 500.00 credit limit on my account. I am not complaining necessarily about the credit limit. It is the amount and their system on how it is enforced. My monthly bill is 611.00. So how can my credit limit be 500.00. And I get these texts, *** **** * **** ******** daily. So in order not to get them I paid my bill before it was due and I still got another text. * **** **** ********* I find this to be harassment. I contacted their community forum and they said yes I will get those texts because there might be upcoming charges. If course this happens every month. Is there anything I can do about this? Please help!

  Business Response

  Date: 21/01/2025

  Hello,
  
  At Rogers, we value the feedback received from our clients and would like to thank **** for presenting this matter for review.
  
  Client Concerns:
  Credit Limit Increase
  An adjustment with the SMS payment notifications
  
  Investigative Findings:
  The shared Credit Limit matter was also shared with the Office of The President by way of another source for support.
  The limit itself was increased January 19, 2025
  The increase was based on a payment, and credit review.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on January 21, 2025.
  Our findings, which included the credit limit increase was shared with the account holder who confirmed their appreciated for the provided support.
  The change will also help with the SMS payment notification concern.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer Answer

  Date: 21/01/2025

  
  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

  Date:20/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Roger’s website to utilize their chat feature to try to get a lower price for my elderly father in law. The representative I spoke with was able to give me a perfect solution at a price he could afford. We were told his service would begin in 5 mins, change of tv stations. When the channels arrived it was the wrong package with less than what was offered. I went on chat again to correct this to be told that the new package could not be changed as it was a contract which was never explained. I explained it was entered incorrectly by the agent. I kept the transcript as proof. I was told repeatedly that there was nothing they could do.i was offered a free channel for the inconvenience. I asked for this to be escalated to a manager. I had a call from the manager to notify me that there was no such plan as offered. I asked for them to just put it back to his original plan and forget about this new plan that does not exist. I was told that they were unable to do this as the plan had been cancelled. He then offered me a different plan that was 80$ more, I was told that this was the best option. I had no other choice and made sure it was with everything he had before, he said yes and that it would be 2-5 mins to get his channels back. After hanging up and 1-1/2 hours later he still had nothing. I called back and was told it was”stuck” and that it may take 72 hours. I told them it was not good enough and needed to be now. The manager had to delete the order and put in again. This time at another $10 as the last manager had messed up and at a 2 year contract that was not mentioned. now paying 90$ more and stuck in a 2 yr contract that should have ended in Nov 2025. Also during these chats they inquired if he would like a ********** which should never be pushed on an elderly person. I dealt with this issue for 9 + hours, came out of it owing more money and with services he does not need. I still do not know if it’s working as it is now midnight and he is asleep.

  Business Response

  Date: 20/01/2025

  Hello,
  
  At Rogers, we value the feedback received from our clients, and would like to thank authorized user, ***** for presenting this matter for review.
  
  Client Concerns:
  Adjustments to her elderly fathers monthly residential services
  Changes to reflect financial support.
  Customer service experience
  Preferred TV channel line-up
  
  Investigative Findings:
  The authorized user was presented with offers that were either pending and/or required further clarity.
  To ensure satisfaction, it was best for our office to provide a reset and contact the authorized.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on January 20, 2024
  An apology was provided for the overall length of time taken to create a financially suitable offer for her father.
  Our office created a 24-month agreement which would support the account holder’s preferred program.
  We verbally went over the included channels which was also was appreciated by the authorized user.

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

  Customer Answer

  Date: 20/01/2025

  
  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

  Date:18/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I also sent a complaint to the office of the President : The same harassment cycle is repeating again. I am filing a complaint with the Better Business Bureaus as well. Because this situation is intolerable and I do not have the energy to keep dealing with this harassment that i am subjected to with Fido every few days or couple of weeks. I did not hear from anyone at the Office of the President regarding my email ******** ***** dated January 8th 2024, the date of the last 4 hours of harassment from Fido. I just received another threatening text message from Fido threatening to cut my service in 24 hours .. This is pure harassment. It states that the total account balance is $0, demanding an immediate payment of $81.79 within 24 hours or the services are to be suspended. There is something seriously wrong with this situation. Today is Saturday January 18th 2024 .. do I get to take care of the important things I need to take care of today? or do I have to call Fido for a marathon of 4 hours to make sure my services are not again interrupted ..??? But every month I have to be put through this insane situation of calling to let you know that the payment was made, so do not cut my line every month. Not only that, but the added extra fees make it so that you are taking from me 2 extra months every year. Which is the reason that we are having an outstanding amount of a month. “Past due balance: $77.57” Paid on January 8th 2024.

  Business Response

  Date: 24/01/2025

  At Fido, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review. 
  
  Client Concerns :
  -The customer is providing feedback regarding their experience with our contact center agents.
  -They are requesting that the collection notifications be removed from their account.
  -They are requesting that a credit be applied for their inconvenience.
  
  Resolution :
  Fido’s Office of the President successfully contacted the customer on January 24, 2025.
  -We informed the customer that collection notifications cannot be removed and that we are required to send them.
  -We informed the customer that the payments must be posted by the due date and different payment methods have different posting timelines.
  -We reviewed the account and confirmed that multiple exceptions have been made in the past regarding the applicable fees.
  -We thanked them for their feedback and apologized for their experience.
  -We offered to change the customer’s plan to a lower-cost plan to assist with future charges which was refused.
  
  As the customer was not satisfied with the offer as presented by Rogers’ Office of the President, we have informed ***** of the final stage in our complaints process.? Rogers is appreciative of the opportunity to address this concern and regret that an amicable resolution could not be attained at this time.  ?  

  Customer Answer

  Date: 24/01/2025

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

  I just spoke with Anna at the Office of the President Fido for about 35 minutes. She did not offer any solution to the problem other than saying that she is apologizing. She said that I can take a lesser plan, which is not a workable solution for me. She said that she will go over the training of the agents who were so disrespectful to me. And I told her that it is not my job to be repeatedly harassed by the Fido agents and then report it to BBB and to the Office of the President, so that she can take this action. Training Fido agents should not be done at the trouble of pestering
  and exhausting me.
  She refused to provide me with any credit or adjustments to my bill. She refused to change the billing cycle. She refused to do anything other than to apologize. She also said that the harassing threatening messages to interrupt my service will continue.
  She also said "Thank you for choosing Fido" and "you have been a loyal customer of Fido."
  I am very disappointed and exhausted thinking that this hellish situation will continue. My health cannot handle this. And I do not know what to do to fix this situation.

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

  Business Response

  Date: 28/01/2025

  At Fido, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review.
  
  Client Concerns :
  -The customer is providing feedback regarding their experience with our contact center agents.
  -They are requesting that the collection notifications be removed from their account.
  -They are requesting that a credit be applied for their inconvenience as a gesture of goodwill.
  
  Resolution :
  Fido’s Office of the President successfully contacted the customer on January 24, 2025.
  -We informed the customer that collection notifications cannot be removed and that we are required to send them.
  -We informed the customer that the payments must be posted by the due date and different payment methods have different posting timelines.
  -We reviewed the account and confirmed that multiple goodwill exceptions have been made in the past regarding the applicable fees.
  -We thanked them for their feedback and apologized for their experience.
  -We offered to change the customer’s plan to a lower-cost plan to assist with future charges which was refused.
  -We informed the customer that no further goodwill credits will be offered and they are responsible of their monthly service fees.
  
  As the customer was not satisfied with the offer as presented by Rogers’ Office of the President, we have informed ***** of the final stage in our complaints process. Rogers is appreciative of the opportunity to address this concern and regret that an amicable resolution could not be attained at this time. 

• Initial Complaint

  Date:14/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Rogers' Pay As You Go mobile service for 11 years. Recently, I received a notification from Rogers stating that the Pay As You Go service will be terminated on February 20. I have a balance of $110 on my account, and the service was initially set to expire in September 2025. I contacted Rogers to inquire about the service and the remaining balance, asking whether I would receive a refund or if the balance could be applied to a different plan. Rogers informed me that I could switch to another plan, offering a $5/month or $10/month option, but only providing six months of free service. Beyond that, the remaining balance would not be refunded or applied. This is a unilateral change to the agreement by Rogers, which I believe violates CRTC regulations. According to the CRTC, I have the right to refuse changes to my plan and charges. However, Rogers is insisting on terminating the contract and seizing my remaining balance. If I choose the $5/month plan, I will lose $80 plus tax. If I choose the $10/month plan, I will lose $50 plus tax. I find this unfair. My request is to switch to the $10/month plan but to have my existing balance fully applied toward the new plan's costs, giving me one year of free service.

  Business Response

  Date: 15/01/2025

  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 seeking a refund of their prepaid services since they are being discontinued.
  
  Investigative Findings :
  -Prepaid services are non refundable.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on January 15, 2025.
  -The customer was informed of the competitive plans and offers that are available.
  -An offer was extended to the customer.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern.  

  Customer Answer

  Date: 15/01/2025

  
  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

  Date:13/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase my phone through the companies "Bring it back" deal. Was told that all I needed to do was make sure the phone was in good condition and not broken to participate in the bring it back deal. My contract ended on January 7th and I received an email from rogers saying my contract was ending on the 8th and I would need to make arrangement to bring it back. I like to plan ahead and already had a phone and plan I was switching to. ***** was able to give me a beter deal. So I made the switch and ported out my phone number to the new phone. Then I could go through the process of transferring everything to my new phone and wipe my old phone to prep it for shipping back to rogers. The only instructions online being that the phone needs to be in good working condition with no damages. That describes my phone and now I was set with all my contacts and files transfered to the new phone. At this point, I head into the Rogers store to conduct the return. They informed by that it was boxing day but because I had already ported my number, I would need to wait until a specific employee was there, as only she could help with that kind of return. I came back on the 30th and that lady wasn't in the store and I got told to try ***** ****** mall store. Wasn't able to make it to ***** ****** mall until the 7th, they told me I needed to go to a different corporate store to return it. ****** mall, on the opposite side of the city, which would be closed before I made it. So I finally just decided to call Rogers client service. I told them about my issues, and they apologize. They informed me I wouldn't be charged for the phone as long as it was returned and that they will send a shipping tracking number to use to ship the phone. I was then informed on Monday to not ship my phone as they couldn't promise that they could refund me the $634 for the phone or return the phone back to me. Essentially forcing me to pay twice for a phone I cant keep.

  Business Response

  Date: 15/01/2025

  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 activated a cell phone line and purchased a device via the Upfront Edge program and was misinformed on the terms of the program regarding the return of the device at the end of the agreement. Resulting in being charged the Upfront Edge amount following the cancellation of his account.
  -Customer requested to return the device and a billing adjustment.
  
  Investigative Findings:
  -We reviewed the account and provided the terms and conditions of the Upfront Edge program.
  -We apologized for the misinformation provided.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on January 15, 2025.
  
  -We informed the customer we authorized the return of the device imei XXXXXXXXXXXXX*** and an adjustment  will be made once the device is returned to our attention.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.  

• Initial Complaint

  Date:09/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm currently a Rogers customer and use their internet services. I am relocating to Peterborough, and I called Rogers to relocate my internet service to the new address. They checked the address on their system and told me the area is not covered. Then they told me the following options: 1) transfer my service to someone else, or 2) cancel the service and pay early cancellation fees. I do not have anyone to transfer the service to, and I would very much just like to stick with Rogers. Rogers not providing internet coverage to my new address is something I did not know when re-locating, and their coverage map is out of my control/knowledge. I disputed the early cancellation fee (received case ID: ***********). I then reviewed the "Rogers Terms of Service and Other Important Information" for early cancellation and all I found are generic wording to pay a fee if cancelling early without much details. The early cancellation wording implies "the customer is looking to cancel on their own accord", instead of "being forced to cancel due to Rogers service limitations." As such, I strongly disagree with Rogers' handling of this early cancellation fees. Their early cancellation policy does not apply in my situation, and I tried to communicate it to the manager I was speaking to but they weren't interested in the specifics, and instead kept asking me to pay the cancellation fees because they couldn't do anything else for me. I would much like to keep the service, and again, Rogers not providing the service to the new address is outside of my control.

  Business Response

  Date: 16/01/2025

  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 moving to an address where Rogers does not provide services.  
  -They are seeking an adjustment towards the applicable cancellation fees.
  
  Investigative Findings :
  The customer has a 24-month agreement on their account.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on January 16, 2025.
  -We informed the customer that the agreement is valid and fees are applicable.
  -As a gesture of goodwill, an adjustment was offered to the customer.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern.  

  Customer Answer

  Date: 16/01/2025

  
  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

  Date:09/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $50 for 25mb of data usage above my phone plan limit. This is a ridiculous price. I was told on the phone by a Rogers customer service employee that this charge would be removed. It was not, so I cancelled my account. They have sent creditors after me for about $30. Rogers has recently come into bad press for their charging practices. I would like this $30 issue to go away. Thank you.

  Business Response

  Date: 15/01/2025

  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 contesting the remaining balance on their account.
  -They were charged for data overage and are seeking an adjustment.
  
  Investigative Findings :
  -Notifications were sent offering data options to minimize cost.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on January 15, 2025.
  -The customer was informed the data overage charge is valid as they exceeded their plan limitations.
  -As a gesture of goodwill, an adjustment has been applied to their account.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern.  

  Customer Answer

  Date: 16/01/2025

  
  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

  Date:08/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This issue is about Rogers cancellation of prepay and not refunding the $333. balance on my phone account. The phone was switched to a $5. a month talk and text plan for 3 years in December 2024 so that I could continue to keep my phone number. The only offer was to have 12 months of the $5. charge for free which leaves $273. of my money lost. This is unacceptable, not only for me, but for the thousands of people who also deserve a refund. An online complaint in December got no response. Also, the day before I went to the Rogers store in person to switch to the 3 year plan, Rogers sent a message that the final day for doing this had been changed from December 16th to February. I would have waited, but the staff could not guarantee that the $5. plan would still be available then. This is an outrageous way to do business.

  Business Response

  Date: 10/01/2025

  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 was migrated from Rogers Prepaid to Postpaid services as the Prepaid services will no longer be supported.  Her account had a balance of $333.00 and customer was offered a promotional plan of $5.00 monthly at no cost for 12 months, leaving the account with a balance of $273.00.
  -Customer requested a refund.
  
  Investigative Findings:
  -We reviewed the customer concern and account.
  -We informed the customer prepaid balance are non-refundable.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on January 10, 2025.
  
  -We reviewed *****’s concerns and informed her Prepaid balance is not refundable and presented a resolution that the customer agreed to.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.