ComplaintsforRogers Communications

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a reference **********

  Rogers showed up at my door looking to recruit me **** ****. **** **** ******** **** ** ******* **** * ******* **** **** ***** **** **** ****** ******* *** ********* ** ** ****** ***** **** *** **** **** ****** **** ** ******* *** * **** ******* *** decided that we didn't want to proceed with rogers. (the rep said we had 24 hrs. I text the rep and he said that it was too late and that my products had already shipped, I would need to call rogers> I did. The person i spoke with said that i could return the products and they would rectify this issue. a month later i received a bill. I called rogers . they saw the notes on file and said they would rectify it and that it may not still show on the next billing cycle. the other day I received a collections notice. I called rogers again to their loyalty department where the lady read all the notes confirmed what I was saying to her. put me on hold to review my file then hung up after 30 minutes on hold.

  Business response

  05/05/2023

  
  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 activated services with Rogers, however, changed their mind within the buyer's remorse period.
  They contacted us to cancel their services.
  The customer received an invoice with an amount owing and is disputing the balance.
  
  Rogers’ Office of the President successfully contacted the customer on May 5, 2023.
  
  We confirmed the services were cancelled within the buyer's remorse period.
  An adjustment was applied for the remaining balance.
  We apologized for the inconvenience.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern.  

  Customer response

  05/05/2023

  
  Better Business Bureau:
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Rogers account number is ***********.

  I chose to cancel my internet with Rogers. On March 5, I contacted Rogers via chat and notified them that I will be canceling my Internet the following day. I thought everything would have been completed and I didn’t write down anyone’s name, which was my fault. I received a bill the following month which I noticed I over paid I was only supposed to pay for six days but I paid for The whole month. I called on April 11, and I was told that there was no history of me informing them that I was canceling. The agent argued with me on April 11 and she finally put me on hold and said that there was no activity from my modem from March 7 onwards and she would grant me a credit of $86 for my overpayment for the days in March. Today I received another bill which means that that agent did not cancel my service Again and I was told that the credit that she issued me was canceled because there was no evidence that I had chatted on March 5. So Rogers is now telling me that I have to pay for Internet service from March 6 to April 11 when I had switched over to another provider at that time. I am currently asking for my credit of over payment of $86 For the dates of March and I currently have another bill that they gave me from March 6 to April 11 of $56 that I was told I have to so I am asking for those two credits to be granted. ************* * ******* ***** **** *** ****** ***** ** ***** *** *** ***** ***** ****** *** ************* * *** ***** *** * ****** ***** **** ********* * **** ****** ** **** **** * ***** **** ******* *********** *** ** **** * **** **** *** *** *** ******** *** ** *** ****** * **** **** * ***** ******** **** ****** *** **** ***** *** **** ******* *********** ** ** **** **** *** **** ***** **** *** ****** ** ********* **** *** **** *** *** ** **** ************ I notified them that I would be cancelling and it’s my job to prove it, when I didn’t receive any confirmation. **** *** **** ** ***** *** ** **** ******** * ***** ***** ***** ** *** ***** *** ** ******** *** ********** ********** ********** ********* **** ** ***** ******** ********* ***** ** *** ********* ** ***** *** ** *****

  Business response

  05/05/2023

  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 claims her account should have been cancelled back in March and that it was not cancelled.
  Investigative Findings: 
  We have no record of a cancellation request in March. The customer’s account was cancelled in April and our Customer Care team applied a credit to the customer’s account to cover her balance.
  Resolution: 
  Rogers’ Office of the President successfully contacted the customer on May 5th. 
  We confirmed that the account was cancelled and applied a one-time credit to the customer’s account to bring the balance down to the amount that she says she was promised by Customer Care.
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.  
  

  Customer response

  06/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.

  ***A representative ******, from Rogers called me on May 5th and stated that he was going to credit me for $56, which was not the original credit amount offered by customer care initially. I told him that was not the right amount and he stated he would be offering me the $83 credit and would be coming in the mail via cheque.

  MY SINCEREST THANKS TO BBB FOR ASSISTING ME IN THIS MATTER IN SUCH TIMELY MANNER. Greatly appreciate your help. ****

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

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  rogers account number ********

  I have placed multiple calls and spent around 4-5hrs in phone with Rogers customer representative regarding issue with Rogers Ignite internet. I was on Rogers ignite 500Mbps plan and recently switched to 1.5Gbps plan since I had some issues with working in large excel files (~50+Mb) that was affecting my day to day activities in work. After upgrading to new plan the internet issues got worst, previously I was getting close to 400-500Mbps and now I'm getting only 100-200Mbps speed. This is greatly affecting my work and it is very hard for me work from home. Rogers sent technicians two times. First technician said the problem was because I split the wifi into two different channels 2.4G and 5G which the second senior technician later confirmed was not the problem. Also the second technician said modem is working fine it is getting 2Gpbs/50Mbps (download/upload) internet speed but our devices (laptop/phone) is getting only ~200Mbps/50Mbps which did not make any sense to him. He also mentioned the problem with working in remote files is could be because of the upload speed which is only 50Mbps, but problem with working in remote files become worse after switching to 1.5G plan which has better upload speed compare to previous plan which had max of 30Mbps upload speed. I called Rogers today to explain the whole situation and wanting to get out of the contract because of the speed issues affecting my work and they asked me to early termination fee of about 15$/per month for 16 months and no way they could waive of the early termination fee even though the problem is at their end.

  Customer response

  04/05/2023

  Thank you for looking in to this. Here is the rogers account number ********. Please let me know if you need anything else.

  Customer response

  04/05/2023

  Name of the person submitted complaint and primary account holder is the same

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

  Business response

  11/05/2023

  At Rogers, we value our client's feedback and would like to thank ******** for bringing this matter to our attention.?  
  
  Client Concerns: 
  
  -The customer stated that they are experiencing issues with their internet speeds.
  -They have contacted our technical support for assistance and state that the issue persists.
  -They are seeking compensation for their time and requesting that the Early Termination Fee be waived.
  
  Investigative Findings: 
  
  -Our technical support team has investigated their claim and have found that the correct speeds are being offered.
  -Technicians also visited the home location and have found no fault with the service.
  -We confirmed that large amounts of data is being used on a regular basis.
  -The agreement terms and conditions were sent upon activation and are valid.
  
  Rogers’ Office of the President successfully contacted the customer on May 11, 2023.
  
  -An offer was extended to the customer as a goodwill gesture in recognition of their efforts, however, the customer remains unsatisfied.
  
  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 response

  15/05/2023

  
  Complaint: ********
  
  I am rejecting this response because of incorrect claims made by Rogers.

  Here is Rogers response and my rebuttal. 

  [Rogers] Our technical support team has investigated their claim and have found that the correct speeds are being offered.

  Rogers] Technicians also visited the home location and have found no fault with the service.

  [My response]

  - Above response is a complete ***. To prove that, over the weekend I compared the wifi speed that I'm getting in my laptop at my sisters place (******** **** **************************************) and I was able to get 500+ Mbps and the same device is getting ~130 Mbps at my home (******** **** *****************************).

  - If there is no problem with service, can Rogers explain why I'm getting 130Mbps at my home and 500+Mbps with different Wifi network?

  
  Rogers] We confirmed that large amounts of data is being used on a regular basis.
  - What an absurd claim. Anyone with little technical knowledge will know how the above statement is ridiculous. I never complained of not getting internet or streaming service is buffering , my claim is I'm not receiving the speed Rogers committed to its customer (expecting 500Mbps over wifi in laptop)

  - I have 2x WiFi Camera / TV for streaming / 2x Laptop used for WFH / 2x Mobile / Multiple smart devices and obviously the data usage will be higher.

  I'm so much dissatisfied with the Rogers response. They don't acknowledge the problem nor listen to your concerns which is frustrating. Main reason for signing up with tire one service provider like Rogers is because of the quality of service and customer support. After being with Rogers for past few month I learnt they lack both in quality service and customer service.

  All I'm asking is relive me from the internet service without early termination fee and Rogers is unable to honor the request. I sincerely request Rogers to relieve me from the contract.

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

  Business response

  16/05/2023

  
  Rogers’ Office of the President successfully contacted the customer on May 11, 2023.
  
  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

  03/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Rogers Account Number is *********

  By law the contracts for cellphone now are for 24 months. At the time of purchase Rogers offers free tablet account add-ons. The catch is that the plan for the account promotion is only 15 months. So on the 16th month of the 24 month contract the promotion discount ends and you start paying for the tablet plan that you would not have purchased had it not been free. The sales people in the store do not tell you this. * ******* **** ** ********* ******** ********* ** ******* Even if you are careful and monitor you cellphone bill, once the charges begin you are liable for that month and prorated amount for the current month when you call to cancel. **** ** * ****** ********* **** ******** ***** ******** ** ******* *** ****** ** *** ******* ** ***** **********

  Business response

  03/05/2023

  At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review.  
  Client Concerns: 
       
  Include desired resolution : Refund the charges since the expiry of the free tablet plan offer
  Investigative Findings: The promotion expiry notification was sent on December 2022 invoice
   
  Rogers’ Office of the President successfully contacted the cx on May 3rd and provided the following resolution:
  - Explained about the above findings 
  - Credited the charges towards the monthly fee since the expiry of the offer
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer response

  03/05/2023

  
  Better Business Bureau:
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I checked my ******* credit report under collection section there is an account for rogers communications added by *** ********** agency indicated I have a balance to pay for amount of $2624. I called rogers and discussed with them that I don’t have any account with rogers or fido company so how come i have an amount to pay. They told me to go to rogers store and do validation and show them the proof that account details the one added to my ******* account not matching with my details. Store validate that i am not the person rogers looking for and details not matching with my as address, phone number,DOB are different. Still rogers not helping me every day they make excuses that ooh that person is handling your case , will do that but i am not receiving proper information. Even i logged a ticket with *** ******** through BBB. They said its under investigation. Its been a while. This issue affecting my credit scores , in last few days my scores went down by 110 points. I am so disappointing. Please help i am very thankful to BBB in advance. I am adding an account number and my information below. Account number -********* My Name - ********* **** Cell number- ********** DOB - ** ******** ****. I am hoping you guys can help me to clear this out as soon as possible.

  Business response

  04/05/2023

  At Rogers, we value the feedback received from our clients, and would like to thank ********* for presenting this matter for review.
  
  Client Concerns:
  Agency Assigned Account.
  Suggested was not theirs   
  Investigative Findings:
  ID has since been presented at a Rogers Retail Store to support *********'s concerns
  Our Validation Team supported the agent's findings – no association.
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on May 2nd, 2023, advising further details would be required for an investigation.
  We have since followed up on May 4th, 2023, advising ********* the shared concerns were found to be correct.
  We also updated the involved collections agency and, the credit bureau.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

• Initial Complaint

  29/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had been with Rogers for years and had to cancel my service in November 2022 as I had to move. I canceled and paid all money owing to Rogers. Rogers over charged me by $186.17 which I paid and have been waiting almost 7 months for the credit to be reimbursed to me. My Rogers account number was *********. I have been in contact with Rogers numerous times and their representatives continue to tell me the check is in the mail ***** ** ** ********* **** I was in contact at the end of Jan beginning of April interaction # *********** and again on April 29 with the interaction # ***********. I just feel that it’s not ok to have to wait 7 months for money that was overpaid to them. My bill every month was paid in full on time every time. I really hope you can help as I’m not sure what else to do in this matter. Thank you

  Business response

  01/05/2023

  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 their account in November and still hasn’t received the refund for the negative balance on the account.
  Investigative Findings: 
  A refund cheque was sent, but had to be cancelled. A new cheque was processed and will be received within 3-4 weeks.
  Resolution: 
  Rogers’ Office of the President successfully contacted the customer on May 1st. 
  We explained the delays for the refund cheque and explained that we cannot speed up the process.
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.  
  

  Customer response

  01/05/2023

  Better Business Bureau:
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  28/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Account:
  *********

  I'm continuosly having a problem with Rogers Communications. I started a plan with them in April 2021 at the time I was offered a tablet at no charge, I accepted, but to my amazement I didn't know I had to pay for an extra line for the tablet. I let it go, then in December 2022 Rogers decided that it was best to add an extra to my plan without my knowledge consent or authorization, they added roaming to my plan, which again I did NOT authorize as for, consent to having it added to my plan, so I had to waste an hour of my time correcting Rogers ********* attempt at adding to my plan. I still have not been compensated for my time in having to contact Rogers to have this taken off the plan.

  NOW after my agreement with Rogers ended on April 12 2023, I did not want to continue with Rogers, but they don't understand when you say CANCEL everything I don't want to continue with Rogers because of the bad service and ********* attempt to charge my plan for a add on I didn't ask for. NOW I reluctantly paid for April's coverage for the plan, which is 95 plus tax, equals 96.05, but NOW Rogers is trying to charge me for the tablet that was given to me as part of my plan in April 2021, I REFUSE to pay this as this was NOT the agreement in April 2021.

  Please inform rogers to take this off the plan and also to compensate me for my time for having to waste my time to correct Rogers for attempting to *********** add roaming to the service that I didn't ask for. I am currently setting up with another cell phone provider as Rogers doesn't 'seem to understand when someone says CANCEL something they just ignore you. Once I have another cell phone provider in place I will NO LONGER be using Rogers and I WILL NOT CALL AGAIN to inform them of this.

  I would like to have Rogers compensate me for my time and also apologize for again *********** adding something to my bill that was not agreed upon. I WILL NOT WASTE MY TIME ON HOLD WITH ROGERS ANYTIME IN THE FUTURE AGAIN

   

  Business response

  09/05/2023

  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.  
  
  Unfortunately, we were unable to contact the customer by phone or email to further discuss and address this matter.  
  
  Rogers is looking forward to the opportunity to address the customer's concerns at their convenience.  
  
  Christine Sylvie C.
  Attachée, Bureau de la direction
  Advisor, Office of the President

   

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

   

  Customer response

  09/05/2023

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

  Rogers called me ONCE, I asked them to hold on for a minute as I was with someone and when I returned to the phone call Rogers hung up.  I guess Rogers feels it doesn't have to wait a minute or 2 but expects customers to wait on hold for over an hour for them, which I guess is expected from Rogers.  Rogers never sent me any email either, if Rogers can provide the read reciept to show I read and accepted the email, but Rogers can't, ***** ****** ****

  Oh and a little update, when Rogers sent me another bill, the ********** so called "finance charge" went from $2.50 to $10.00, as you can see in the pictures ********, and again this WILL NEVER BE PAID, and AGAIN, Rogers GAVE ME THIS TABLET as part of my contract starting in April 2021 and ending in April 2023 free of charge and during that 2 year contract NO WHERE in the contract was a charged a finance charge by Rogers for the tablet.  Does Rogers think "you know, the contract is over, lets charge the customer a finance charge for the tablet 2 years after we GAVE him the tablet" AGAIN THIS finance charge will NEVER BE PAID NOW OR ANYTIME IN THE FUTURE!!!!!!!!!!!! for a tablet that was GIVEN to me with my contract in April 12th 2021 to April 12th 2023. If Rogers thinks this is going to be paid IT WON'T and can CANCEL THE SERVICE ANYTIME. I won't put up with the ********* *** ********* from Rogers.

  I still expect to be compensated for my time having to correct the ********** charge Rogers attempted to add to my plan in December 2022 of the "roaming charge" that I never gave consent to, never asked for, never wanted to be added to my plan, but Rogers just added anyways. so I had to waste my time on the phone on hold correcting this ********* charge added by Rogers. I won't ask again, and I won't waste my time on the phone with Rogers AGAIN about this issue. That is my response, Rogers KNOWS the "finance charge" is ********** and without merit but with a big company such as Rogers, they seem to think they can do what they want without recourse. Rogers can answer to the Better Business Bureau about my complaint there is no need in contacting me now or in the future. If Rogers DOES'NT REMOVE THE ********** FINANCE CHARGE I will consider any business from this day forward as being DONE, I will not deal with Rogers again!!!!!!!! If the ********** charge is NOT REMOVED by the time I go to pay the monthly charge by May 27th 2023, NOTHING will be paid at all, I will consider the ANY amount owed as payment of compensation from Rogers, and also I will consider the service to be done and over and nothing will be paid to Rogers from May 27th 2023 onward. I hope this is easier for Rogers to understand as they don't understand anything else.

  My complaint is with the BBB and Rogers can reply here and ONLY here with it's response, no need in contacting me as I don't have time to waste to resolve this matter AGAIN.

  So, Rogers can cancel the ********** charge and correct the account by May 27th 2023 if it's not I will consider the account closed and any amount owing to be compensation for my time in correcting the FIRST ********** charge made by Rogers.

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

  Business response

  10/05/2023

  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.  
  
  Unfortunately, we were unable to contact the customer by phone or email to further discuss and address this matter.  We attempted to contact the customer:
  May 1, 2023  customer was unavailable we hold for more then 10 mins then sent an email.
  May 2, 3, 4 and 8, 2023, unable to leave a message; sent emails
  
  Rogers is looking forward to the opportunity to address the customer's concerns at their convenience, my business hours are Monday to Friday from 9:00 to 17:00 EST and the number to contact me is the 1-************ ********
  
  Christine S.
  Attachée, Bureau de la direction
  Advisor, Office of the President
  
  
  

  
  

• Initial Complaint

  26/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was attempting to sign up with home internet and was researching companies in the areas. I looked at Fido and they have an option to put in your address to verify that your address is serviceable for Internet. When I typed in my address, it said "Good news! Fido Home Internet is available at ****** ******** ***** ******* ** ******". This is great. I began filling out the information to sign up for home internet. At some point, I hit a road block and was having some issues, so I decided to Live Chat with an agent to get assistance. The Agent took all of my information, including my address and began assisting. They started to conduct the credit verification when they suddenly messaged me to inform me that my address location unfortunately is not serviceable after all. No problem, I appreciate being informed prior to spending any money and I will look elsewhere. My concern lies with the next day, when I received a notification that I received a hard credit inquiry from Fido, which impacts my overall credit score. I am frustrated that my address was not verified prior to Fido moving forward with the hard credit check. I am not moving forward with using Fido services, and simply cannot even if I wanted to, therefore the credit check was not necessary.

  I do think I have a Fido account number as I never actually became a customer. I was in the process of signing up when they ran the credit check - they then informed me that my location was not serviceable. I did not continue with signing up. If they created me an account number, I never received it.
  

  Business response

  28/04/2023

  At Rogers, we value the feedback received from our clients, and would like to thank ********* for presenting this matter for review.  
  Client Concerns: 
       
  Include desired resolution : Reverse credit evaluation from the file
  
  
  Investigative Findings: The credit evaluation was done before checking the serviceability. It was deemed our error and has now been validated and reported to have been reversed. 
   
  Rogers’ Office of the President successfully contacted the cx on April 29th and advised about the letter sent to his email regarding the above. 
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

• Initial Complaint

  25/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My account number is *********

  On black Friday 2022 I called into Rogers to get information to purchase a new phone. I've been a 20 plus year customer and I can't even tell you why. Customer service is horrible. **** customer service agents. Interrupted service and that's not mention three-day blackouts with no service whatsoever.  When I called in for the new phone I knew exactly which one I wanted. So nice young man that answered told me that with that phone I would receive a $250 credit if I leased it and if I had it shipped to my home. After going over many facts and over 2 hours on the phone I agreed. He told me I would be receiving the credit in the next one to two Billings. It is now been 5 months and I've called in at least 12 to 15 times each time being on the phone for 2 to 3 hours just to be hung up on and have to call back and explain the same thing to the next agent. They are refusing to give me the credit and they will not give me my audio recording of the phone call Which is all the proof you need .They will not explain to me why the $250 will not be coming to me as promised and no manager calls back even though I have put in over 10 requests!! I have been ****** at, hung up on and I have been nothing but polite. I just want what I am owed!

  Customer response

  25/04/2023

  Thank you for your reply. My account number is *********. It is under ******* ** ***** *****

  Thank

  Business response

  27/04/2023

  
  At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review.
  
  Client Concerns:
  Account adjustment offer, which was associated with a recent hardware upgrade.
  
  Investigative Findings:
  Prior to the creation of this BBB file, the adjustment was provided – Approximately 1 week before this case was created.
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on April 27th, 2023
  I apologized for the recent billing related experience.
  Confirmed the concerned adjustment was applied on April 17th, 2023
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

• Initial Complaint

  24/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The account number is *********. It is in regards to the upgrade on ************.

  I ordered a phone as an upgrade on my plan in the beginning of April. When I received it in the mail and opened the package I saw that it was defective. I called and emailed the rep that I dealt with and he said he would get back to me and asked me to send a photo. I sent him an email with the info he requested. He said he would need his tech guy to look at it. He then called back and said he could exchange it, but that he would have to process it as a return and then I would have to get the replacement and the current price rather than the sale price I signed up for. This would increase my bill by over $20 monthly. I told him that is ridiculous and not how an exchange works. It is not my fault they sent a defective phone. He said he would talk to a manager and call back the following day. It has been a week and a half and he has not contacted me. I have sent follow up emails as well as calling the office several times to follow up. They have yet to return my calls or let me speak to a manager.

  Business response

  12/05/2023

  
  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 purchased a device and benefited of a promotional price.
  -They noticed the device had a defect and requested an exchanged.
  -The sales channel offered a return instead of an exchanged.
  
  Resolution:
  
  -We validated the reported claim and the customer was within their satisfaction guarantee.
  -We apologized for the inconvenience.
  -An exchange was sent to the customer for the same model.
  
  Rogers’ Office of the President successfully contacted the customer on May 12, 2023.
  
  Rogers would like to thank the customer for their co-operation in the resolution of 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. ↩