Complaints

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

close

Find a Location

Rogers Communications has 39 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:28/08/2023

  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.

  rogers account number is *********

  I cancelled internet services ending march 31 2023 because I moved. I returned my equipment which rogers received april 6 2023. i have a refund of about 120$ which i had over paid. Well rogers keeps sending me a bill for 153$ which is charges from after the equipment was returned. ive called rogers for the past 5 months going on 6 months now about the issue. i sit on hold over an hour each time at least ten times now. Rogers admits that the 153$ is incorrect and admits they owe me the refund, however nothing has happened. Now when i call they tell me they're waiting for a manager to approve the refund. Its been 5 months and they're still sending me this bill. When they owe me money. i am worried about this affecting my credit for missed payment. when this is they're mistake also i want the money they owe me

  Business Response

  Date: 20/09/2023

  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 has cancelled their services and was charged for unreturned equipment.
  -They are seeking an adjustment of the charge.
  
  Investigative Findings :
  -Following a track and trace, we confirmed the equipment was returned on April 6, 2023.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on September 20, 2023.
  
  We confirmed the adjustment has been applied which is confirmed on the current invoice. We reviewed the payments, charges and adjustments with the customer. They were informed a refund will be issued.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern.  

• Initial Complaint

  Date:28/08/2023

  Type:Order 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.

  Rogers Account # *********

  After Rogers had a large outage a year ago, I was forced to seek services from another provider. Once those services were setup, I attempted to reduce/cancel my services with Rogers only to find unreasonable barriers placed in my way by Rogers. I believe this is a direct violation of consumer rights as they continued to bill me despite multiple requests to cancel over multiple months through multiple methods of communication. Rogers prevents me from downgrading or canceling services in any way other than over the phone, despite constantly advertising that my services can be modified entirely online. They argue cancelation must be done by phone, yet multiple attempts gave gotten nowhere and they have continued to bill me for services clearly requested to be canceled. Their staff keeps customers on the phone without actually accomplishing the requested downgrades or cancelation and, if the customer is unwilling to stay on the line getting the run around, the services remain active. Il If the consumer refuses to pay for services charged after requests to cancel, Rogers temporarily suspends the account and threatens collections if unpaid. If consumer pays bill, Rogers reinstates services and continues to bill the customer. Effectively, the only way to reduce or cancel services, as per my experience, is to accept staying on the phone for an indefinite amount of time, until the Rogers employee chooses to do what the customer had requested. As a Rogers customer of over 25 years, I have been brought to the point of never doing business with them again. Currently there is a $623 bill to be paid for services, despite multiple attempts to cancel prior to those charges being incurred. They are threatening collections. They claim the services are fully canceled, however, emails as recently as this morning Aug 22 2023, suggests otherwise. If any payment is made, I expect I will be billed further. No charges should exist at this point based on propr requests to cancel.

  Business Response

  Date: 15/09/2023

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

  Client Concerns:
  Failed Disconnect order in May 2023.
  Charged un-returned Rogers equipment.
  Account Adjustments.

  Investigative Findings:
  A call attempt was made in made in May 2023.
  The associate was experiencing system issues at the time of the call – call ended before confirming the order.
  The termination was since completed in June 2023.

  Resolution:
  Rogers’ Office of the President successfully contacted the customer on September 7th, 2023.
  Previous verbal attempts were not successful – our contact number was blocked by the account holder.
  We have since provided goodwill adjustments for the overall customer service experience and, we advised the account holder adjustments will be provided once un-returned boxes are returned.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

• Initial Complaint

  Date:21/08/2023

  Type:Order 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.

  Please help me to put closure to Rogers account #*********. Rogers communication keeps sending me invoices every month for services I did not have that I cancelled and was not activated. I have been receiving invoices since March 2023 and every time I would call to explain that the service is not active. Rogers clarified and stated that this account was cancelled and that I would not be receiving anymore future invoiced. However, I still keep receiving invoices. I have made several calls and case were submitted to Rogers to verify the account was closed. Case# *********** (April 18, 2023) Case# *********** (Aug. 8, 2023) ************ (May 2023) * *********** (July 26, 2023) As documented above, I recently received an email again that I owe Rogers $100.51. I was then informed that if I don't pay the amount that my credit score will be impacted. Again I don't owe Rogers any moneys and don't have any services provided to me. Can you please help in this matter? * **** ******** ********* ** ******** ****** * ******** ********* *** ********* **** ****** *** ************

  Business Response

  Date: 23/08/2023

  Hello, 

  As per the account holder's email dated August 22nd, 2023 which was in response to our contact attempts, 
  "I am out of country on vacation returning Sept.3. I will try to call your number when I return."

  That being said, 

  Further attempts to address the shared account concerns will resume the week of September 4th, 2023.

  Thank You.
  

  Customer Answer

  Date: 05/09/2023

  I was out of the country and did not get this email in time. I'm sorry about that. I just returned Sept.2. I would like to re-open the complaint# ******** if possible. This issue with Rogers has not been resolved. While I was away, Rogers sent two letters asking for payment.

  Business Response

  Date: 05/09/2023

  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 has cancelled their service and is still receiving an invoice with a balance owing.
  -They are requesting that the balance be adjusted since the services were cancelled.
  
  Resolution :
  Rogers’ Office of the President successfully contacted the customer on September 5, 2023.
  
  -We have confirmed that the account has now been cancelled.
  -We apologized for any inconvenience this may have caused them.
  -An adjustment has been applied to the account.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern.  

  Customer Answer

  Date: 08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  again I received an invoice of now $534.94. A Rogers representative from the office of the president contacted me Sept. 5 that this matter has been cleared and would show on the next statement . Due to this repeated occurrence, I would like to receive a letter from Rogers acknowledging their mistake and inconvenience this has caused.

  The Rogers office of the President Contact person is Anna at 18669342466 ext.****. ************

  I am truly grateful to your attention regarding this issue.

  Sincerely,
  
  ***** ****

  Business Response

  Date: 13/09/2023

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

  Client Concerns:
  The account holder recently shared billing related concerns by way of The Better Business Bureau, which were addressed in detail.
  The account was fully terminated as requested.
  The support also included account adjustments.
  The account holder has since been charged an early cancellation and, a late payment fee.
  The account holder is requesting an adjustment for the additionally applied charges.

  Investigative Findings:
  Previous BBB related support was completed on September 5th, 2023.
  However; once the account was fully terminated, an early cancellation fee was applied.

  Resolution:
  Rogers’ Office of the President successfully contacted the customer on September 13th, 2023.
  Our findings were shared in detail.
  We advised The ECF, which was in relation to a 24 month commitment was not applicable and, has since been reversed.

  The late payment fee was also adjusted.

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

• Initial Complaint

  Date:14/08/2023

  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.

  Account number: ***********

  I have had the same plan on my cellphone for well over a decade. Recently, prior to my travels to the US I changed my plan to ensure I could use my phone there without incident. Upon my return I saw massive charges on my bill. I called the customer services and so did my daughter on my behalf. Hours were spent explaining these erroneous charges to no avail. It is unacceptable that a plan be changed and that I be reliant on the explanation of benefits from a sales person only to return to a massively inflated bill. Now that the limitations of my new plan have been explained to me I will not use the phone in the US and will use any number of other free options available to me there. At this time I am asking for a credit of 296.80 dollars to offset these fees.

  Business Response

  Date: 16/08/2023

  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.  

  Client Concerns: 
  ?-Customer changed his monthly service plan prior to his travels and was charged roaming fees.
  -Customer is requesting an adjustment of the roaming fees.

  Investigative Findings: 
  -We reviewed the customer account and interaction of May 23, 2023, customer contacted us to change his monthly service plan mentioned he would be travelling to Brazil he was informed to use the services in Brazil it would be $15.00 per day, Agent also confirmed he had Canada Wide calling not US calling.
  -We reviewed usage in US and Brazil for June and July 2023 invoices.

  Resolution: 

  Rogers’ Office of the President successfully contacted the customer on August 16, 2023
  -We provided a courtesy credit in the amount of $204.37 including taxes on the roaming fees.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.  
  
  Christine S.
  Attachée, Bureau de la direction
  Advisor, Office of the President

• Initial Complaint

  Date:07/08/2023

  Type:Product 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 cancelled my Rogers account in April with them owning me 258.91 cents I contacted the serval time to try and get them to repay it to me they keep saying they have sent it and I’ve never received anything

  Business Response

  Date: 18/08/2023

  Good day,
  
  BBB Serving Central Ontario Complaint # ********
  
  At Rogers, we value the feedback received from our clients, and would like to thank ******* for bringing this matter to our attention.

  Client Concerns:
  -Customer terminated her service with Rogers and was expecting a overpayment refund cheque. Cheque not received as yet.
  -Customer requesting the expected refund.

  Investigative Findings:
  -We reviewed the account and informed customer refund cheque was sent to the wrong address which cause additional delays.
  -We informed the customer cheque was reissued.
  
  Resolution: Customer not satisfied:

  Rogers' Office of the President successfully contacted the customer on August 18, 2023.

  -Customer is not satisfied has the refund cheque has not been received.

  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 complaint process.  Rogers is appreciative of the opportunity to address this concern and regret that an amicable resolution could not be attained at this time.
  
  Christine S.
  Attachée, Bureau du Président
  Advisor, Office of the President

  Customer Answer

  Date: 22/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:I still haven’t received my money and it’s getting ridiculous at this point 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 18/09/2023

  Good day,
  
  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 terminated her service with Rogers and was expecting a overpayment refund cheque. Cheque not received as yet.
  -Customer requesting the expected refund.

  Investigative Findings:
  -We reviewed the account and informed customer we will cancel the check refund and refund will be process on her credit card
  -We informed the customer of the timelines.
  
  Resolution:
  Rogers' Office of the President successfully contacted the customer on September 18, 2023.
  -Customer is satisfied with actions taken by our back-office team.
  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 Answer

  Date: 27/09/2023

  
  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:25/07/2023

  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.

  Rogers contacted **** clients by e-mail, advising them that the 2 companies are now 1 and that the customer had to register for the Rogers mobility plan. Rogers said that the client would receive the same price they had with ****, the same phone number and the price would be guaranteed for 5 years. I did 2 chats plus several phone calls with Rogers staff (I have the transcripts of the chats outlining exactly what I wanted - no changes. Then I received an e-mail from them about my Rogers account with much higher charges, a different phone number and no details the same as with my **** plan. I contacted them about the “errors” and each time they said they would fix them. The person that I could only contact by phone agreed to everything I wanted but refused to send me an e-mail confirming the details of the “corrected” account. The next e-mail I received had another charge for something I didn’t change and no improvement in the account details. Rogers is recording these false, **** account details because any change in the details of the **** account would enable Rogers to charge whatever they wanted and not be tied to the low-cost 5 year price freeze. Rogers ad ******* me. They did not deliver what they promised. To date I have NOT put Rogers SIM card into my phone, so I am still on my original **** account with my original phone number. If I inserted the SIM card from Rogers, it would appear that I had accepted their ****. I see that Rogers has many similar complaints on the BBB site. I want to cancel everything with Rogers and find an ethical mobile provider. Please help me.

  Rogers only provided a partial account number and not a complete number on any of their e-mails with me.  The partial account number is *-****-****.  The related Rogers phone # that I have not activated is ************.  The username they have given me is my e-mail address: ******@******.com.
  
  Important additional updated information. I was only able to get proof of what was discussed on the 2 chats.  They kept telling me to phone other numbers and the people I spoke to on the phone refused to sent me in writing the details that had been discussed.  They know that I have complained about their actions and this morning I went on their website to cancel the account and the authorization for payment but their site automatically picked up my e-mail address and didn’t allow me to access their in-person chat to cancel my services.  That is the only format that would enable me to have proof of the cancellations and their past actions indicate that they would not attest to my cancellations and they would keep the account open to create a delay and to create false charges.  Please help me cancel the account and the payment authorization for this service which has never been activated.  Thank you for your help.

  Customer Answer

  Date: 25/07/2023

  Rogers only provided a partial account number and not a complete number on any of their e-mails with me.  The partial account number is *-****-****.  The related Rogers phone # that I have not activated is ************.  The username they have given me is my e-mail address: ******@******.com.

  Important additional updated information. I was only able to get proof of what was discussed on the 2 chats.  They kept telling me to phone other numbers and the people I spoke to on the phone refused to sent me in writing the details that had been discussed.  They know that I have complained about their actions and this morning I went on their website to cancel the account and the authorization for payment but their site automatically picked up my e-mail address and didn’t allow me to access their in-person chat to cancel my services.  That is the only format that would enable me to have proof of the cancellations and their past actions indicate that they would not attest to my cancellations and they would keep the account open to create a delay and to create false charges.  Please help me cancel the account and the payment authorization for this service which has never been activated.  Thank you for your help.

  Business Response

  Date: 04/08/2023

  Hello,
  
  Ref: BBB Serving Central Ontario Complaint #********
  
  At Rogers, we value the feedback received from our clients, and would like to thank her for presenting this matter for review.  

   This customer has also presented his/her concerns for consideration through the Commission for complaints for Telecom-television services (CCTS).  As such, Rogers will work with the customer through this regulatory channel to provide resolution.   

  Please consider this matter closed. 

  
  Christine S.
  Attachée, Bureau de la direction
  Advisor, Office of the President

  Customer Answer

  Date: 09/08/2023

  
  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,
  
  **** ****

  Customer Answer

  Date: 30/10/2023

  Your BBB helped me in July and August 2023 (previous case ************** to stop Rogers Mobility from harassing me by changing my phone service and phone number so that they would avoid the 5 year rate freeze. I thought that the problem with Rogers was over. However, on September 22nd, 2023, I received an e-mail from Rogers assigning me a new phone number and attaching charges for that phone number. I did not activate a new number. On October 19, 2023, I received the following e-mail from ****: You've successfully cancelled service for ********** on your **** Mobile account. If you did not initiate this change, please call us at 1************* or dial 611 from your phone. I had not contacted them since August and I did not request the cancellation. I did not phone as their previous phone conversations were lies, so I immediately sent an e-mail to the Office of the President of Rogers AND to the **** e-mail address on ****’s website. My e-mail said: Your e-mail claimed that I had requested my ******* mobility service be cancelled and it has been cancelled. I did not request this. This appears to be a ploy to evade the 5 year rate freeze as you continuously try to change the details of my service without my approval. The BBB and CCTS made it clear to you that I want no changes made to my phone number or to my mobility service when you tried to change my service previously. Restore my service immediately, without any changes, to my phone number - ************ - or the BBB and CCTS will resolve your ********* action as they did before. If this is not resolved to my satisfaction immediately and if any action by you happens again to change details of my mobility service without my approval, a federal and provincial media investigation into ****/Rogers business practices will ensue. Contact me at ******@******.com. ******* **** Neither Rogers nor **** has replied and I have been without phone service since Oct 23, 2023. I am a disabled senior who has a medical monitor requiring phone service to operate. My doctors and the hospital rely on contacting me by telephone. Please help me to permanently stop Rogers/**** from ********* and ******** me with their ********* business practices. Before Rogers took over ****, I had no problem with my phone account. I have an automatic payment set up and my payments have never been late. In addition, I received confirmation from **** that my October 2023 payment had been processed. Thank you for your help. Sincerely, ******* ****

  Business Response

  Date: 01/11/2023

  Hello,

  REF:  BBB Serving Central Ontario Complaint #********

  At Rogers, 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, Rogers is committed with working with the customer through this regulatory channel to provide resolution.

  Thanks,

  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

  Customer Answer

  Date: 01/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The CCTS has only contacted me to provide a huge amount of info to them, most of what was included, with quotes, in my original complaint.  It appears they have not asked the company to provide any proof to validate their cancellation of my phone service.  They appear to be protecting the company, not the consumer.  The first complaint I submitted was resolved by the BBB, not by the CCTS, who never contacted me with any action.  Please help me with a permanent solution to the telecommunications company’s abuse and unfair business practices.  Can you suggest another body or ? that can help me, please?
  Sincerely,
  
  **** ****

  Business Response

  Date: 09/11/2023

  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. 
  
  Client Concerns:
  - Customer received an email confirming the activation of a new Rogers’s account on September 22, 2023. On October 19, 2023, she received another confirmation, from ****, that her number was cancelled.
  - Customer did not request to activate a new Rogers account nor to cancel her services with ****
  - Customer requested to reactivate services with **** andnew SIM card is to be activated.
  - Customer requested a guarantee that her service will remain under the 5-year rate freeze and a credit for the number of days she has been without phone service.
  
  Investigative Findings:
  - We reviewed the account activated on September 20, 2023
  - We emailed the customer her Wireless Service Agreement with details including cost of the monthly service plan and delivery notice to the customer.
  - We informed the customer, via email, that a sim card was sent to her attention and her number was automatically ported from **** to Rogers on October 19, 2023. (The **** Mobile SIM will stop working and will need to switch to their Rogers Mobile one.)
  
  
  Resolution:
  - Rogers' Office of the President successfully contacted the customer on November 8, 2023.
  
  - We emailed the customer to advise should she want to port out her services to a different carrier, we will fully refund unused services. Services were then ported out November 8, 2023.
  - The charges were adjusted.
  
  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 Answer

  Date: 09/11/2023

  
  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:29/06/2023

  Type:Service or Repair 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.

  rogers account # *********

  I have been a Rogers customer for years. I went away on vacation from May 20-28th. I live in Canada, travelling to California and Las Vegas. While I was away my phone would not receive or make phone calls. I could not use my phone to send text messages, only able to go on the internet. So upon my return home I was charged a $12.00 fee daily while I was away for ‘Roam Like Home - US’. I contacted Rogers and their incredibly unprofessional members told me there was nothing they could do even though their ROAM LIKE HOME package includes the following - ‘Travel & Roaming Ready to roam again? Roam Like HomeTM has you covered in 185+ destinations. Use your plan's data, talk and text freely on your next trip for a low daily fee! You can access the 5G network while roaming on select 5G devices in an area where there is 5G coverage.’ I did not receive the services that they are charging me for and basically told me that I’m out of luck. My contract expires in August and will not be renewing but I’m the meantime, I should not be paying for a service that was not received.

  Business Response

  Date: 05/07/2023

  At Rogers, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review.
  
  Client Concerns:
  
  Customer only had access to partial services while roaming outside of our network.
  Customer was charged roaming fees even if they couldn’t benefit of the service in full.
  Customer wanted to receive a credit for the roaming fees.
  
  Investigative Findings:
  
  ?Only part of the service was used while roaming (data only). Which support what the customer is explaining but does not constitute a confirmation that they did not have access to the full extent of the service.
  The customer did not make any attempt to reach our technical support team for assistance with their issue.
  
  Resolution:
  
  Rogers’ Office of the President successfully contacted the customer on July 5, 2023.
  
  We provided credits as courtesy to offset the roaming charges on the customer’s last invoice.
  We shared best practices while roaming with the customer if they wish to avoid similar charges in the future.
  We explained how the customer can receive technical assistance with their services while roaming.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.  

• Initial Complaint

  Date:29/05/2023

  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 was called & offered a great deal from WinBack team which I wasn't receiving. I had to call many times to try and resolve. I was told that Winback team would call me, not sure why? I was thinking ROGER'S was telling them to back peddle out of the offer. I waited but didn't get a call. I did get a call (fraud) from someone claiming they were calling to help me with the cost of my bill. They said all the right things. If I wasn't expecting a call from Winback then I would not have spoke to this person. They said they "changed" my bill and made everything right.... or So I thought. I saw later that an ****** was ordered and all my information was changed. I could no longer access my account. I called Rogers immediately and they told me that the FRAUD department had already taken over and froze my account. I was informed that a certain person had called me and there was a phone # in the notes.I had not and still have not received a call. However, since the FRAUD department has taken over my telephone number managed to get changed. I want to cancel all services and return my device to ROGER'S without penalty. I am already out over $300.00 (my first bill) for something I don't want and now have the HUGE problem of FRAUD on my hands. If the credits would have been honoured from the WINBACK team this whole fiasco would have been completely avoided. This is not my fault.

  Business Response

  Date: 13/06/2023

  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.

  Customer Answer

  Date: 13/06/2023

  
  Complaint: ********
  
  I am rejecting this response because they have not called or emailed me.  I had spoke to someone in the Office of The President though my own persistence and I have been waiting for a call back.  I just called 2 days ago to follow up. No one has bothered to look into this complaint by email or phone.  Nice try!
  
  Sincerely,
  ******** *****************

  Business Response

  Date: 16/06/2023

  At Rogers, we value our client's feedback and would like to thank ******** for bringing this matter to our attention.?  
  Client Concerns: 
  - The customer claims that an offer that she has received was not applied to her account.
  Investigative Findings: 
  - We have reviewed the account and confirmed that the offer has been applied by our Customer Care team.
  RESOLUTION: Customer Not Satisfied: 
  Rogers’ Office of the President successfully contacted the customer on June 16. 
  We explained to the customer that the offer she has received has been applied. She requested to be able to return her device becaise she claims she was a victim of fraud because of Rogers. We explained thatm while we understand that the situation was stressful, but that the fraud was not linked to Rogers.
  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:15/05/2023

  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.

  Rogers Account #*********.

  I had previously (2022) entered into an agreement with Rogers to provide Television, Internet, and home phone services for a total of $171.75 per month with taxes included in that price. March 01st 2023 Rogers basic pricing went up and I was then paying $178.53 per month taxes included. My twelve month discount was set to expire May 2023 and my monthly pricing would be going up $30-50 per month. On Wednesday April 05th 2023 at approximately 09:44hrs I telephoned Rogers in an effort to negotiate a new monthly discount to keep my payments relatively affordable. I spoke with "Judy" in the retention department. I have the reference and interaction Id's if required. After speaking with "Judy" we had agreed on the exact same services (TV/Internet/Home phone/3 extra boxes/unlisted number/North America Calling) except with an increase in Internet speed to 1.5Gig for a TOTAL cost of $177.39 taxes included. This was an approximate $5 increase over my previous normal payment. This was just under the cost of the new $178.53 increased payment BEFORE the discounts were set to expire. I thought that $177.39 was reasonable on both our ends. I was told all previous services/rental boxes/taxes were included in that price. Later that day I received an account change notice that advised the new total price was $194.35 per month. I have no idea where this number came from. This number was not agreed upon. I spent the new few days telephoning different Rogers employees and departments without success. The employees seemed to see the agreed amount of $177.39 noted in the account while also telling me the monthly price was now $194.35. No resolution was ever reached. This pricing was not agreed upon. On or before Sunday April 09th 2023 I "shared a concern" with Rogers and received notice that the concern had been forwarded to the Escalations Team/Management Office. Today is Sunday May 14th 2023 and I have yet to hear ANYTHING further from Rogers. All the while my account is being billed a non agreed upon amount of $194.35 per month.

  Business Response

  Date: 16/05/2023

  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 that the cost of his plan is different than what he was offered.
  Include desired resolution 
  Investigative Findings: 
  - The agent who made a special offer to this customer did not apply the offer completely.
  Resolution: 
  Rogers’ Office of the President successfully contacted the customer on May 16. 
  We applied the missing discounts to the customer's account.
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.  
  
  

  Customer Answer

  Date: 16/05/2023

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

  Customer Answer

  Date: 01/09/2023

  An agreement was made between myself and Rogers communications.  Over the last three months Rogers Communications had mostly lived up to their agreement (minor price and services difference than had been agreed upon).  Today I received an email from Rogers communications advising that they are going to remove my Ignite TV Bundle discounts commencing September 29th 2023.  This will change the agreed upon pricing causing me to pay a significant amount more money for their services.  This seems to me to be an agreement made in bad faith by Rogers Communications.  Can you please re-open the complaint so that we can again attempt to resolve this issue?

  Customer Answer

  Date: 25/09/2023

  I received a message from you yesterday asking for an update if I had heard from Rogers Communications regarding this complaint.
  
  Anna from Rogers Communications - Office of the President - has in fact telephoned me 2-3 times leaving a voice-mail message.  Anna's phone calls always seem to be at around 3:50pm just before the end of her work day.  I have telephoned her back (1-866-934-2466 with direct Ext #****) multiple times but she NEVER answers her telephone.  I have also left 3-4 voice-mail messages for her.  After I leave a voice-mail message Anna will usually call back a few days later.  It seems that I am perpetually playing phone tag with someone who is VERY good at the game!
  
  Unfortunately this is the only update that I have at this time!  I will continue to attempt to contact Anna.
  
  Thank you!
  ***** *** 

  Business Response

  Date: 25/09/2023

  At Rogers, we value the feedback received from our clients, and would like to thank *********** for presenting this matter for review.  
  
  Rogers is currently working with the customer to address their concerns. We will provide a final update once available. 

  Customer Answer

  Date: 05/10/2023

  
  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:05/05/2023

  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 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

  Date: 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 Answer

  Date: 05/05/2023

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