Complaints

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

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Shaw Communications Inc. has 29 locations, listed below.

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• 

  Shaw Communications Inc.

  2400 32 Ave NE Calgary, AB T2E 9A7

• 

  Shaw Cablesystems Ltd

  180 Briar Ave Kamloops, BC V2B 1C1

• 

  Shaw Cable Systems

  101-3551 Blanshard St Uptown Mall Victoria, BC V8Z 0B9

• 

  Shaw Cablesystems GP

  2519 Queensway Prince George, BC V2L 1N1

• 

  Shaw Cablesystems Ltd

  2350 Hunter Rd Kelowna, BC V1X 7H6

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:07/08/2025

  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.

  ****** bought shaw cable in April 2023. I moved into a new place in October 2023 and cancelled my **** account (internet, TV, cell phone) because there was a special offer through *****. There were no penalties or outstanding notices with ****. The account was properly canceled. No correspondence was ever received from **** or ****** until one day in May 2025 I received a call from Met Credit. My *** cell phone number was the same for several years (which **** did have on file as well and ******, yet never ever called me on). Met Credit told me that I was sent to collections for an amount of $****** by ******. Long story short, **** didn't cancel my *** area code number but migrated it to ******. There was no service on this number and the phone was inoperable from when I cancelled it with ****. ****** kept charging me (with no contract between ********** mind you) basic monthly fee's for an unusable number. I explained all of this to Met Credit who didn't pursue me anymore, rather passed me back to ******. I spent hours taking to several different people at ****** including a manager who realized the error was on their end, but was unable to fix the situation. ****** even verified to me that there was no usage on this number. During this process all of my personal information was updated with ******, (they had my *** number originally anyway). Now they keep sending me this unwarranted bill.

  Business Response

  Date: 13/08/2025

  At ******, we value the feedback received from our clients, and would like to thank (******) for presenting this matter for review.  
  Client Concerns: 
  Cx is disputing charge of $****** for a cancelled account that should have never been created as Cx cancelled service with ****.
  Investigative Findings: 
  Cx is disputing charge of $****** for a cancelled account that should have never been created as Cx cancelled service with ****.
  Resolution: 

  Compensated $****** towards cancelled account

  ****** Office of the President successfully contacted the customer on (Aug **********. 
  provide details of resolution/offer accepted by the customer) 
  ****** would like to thank?the customer for their co-operation in the resolution of this concern.  

• Initial Complaint

  Date:15/07/2025

  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 month (June), their system was down and I couldn't update my payment information. Their tech support was unable to help me access my account. They then charged me additional fees on my credit card. Unable to contact anyone from thier office via chat or phone to resolve.

  Business Response

  Date: 15/07/2025

  We have contacted the customer and provided our direct contact information and availability to discuss their concerns.

• Initial Complaint

  Date:23/06/2025

  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 had Shaw cable and moved to a new address. When it came time to move service I agreed to a date given to me by ****. I had to cancel the install by telephone with **** because my employer could not give me the time off. I made the call and cancelled the install by telephone appointment. I never ended up calling back to rearrange an instal but **** continued to bill me for service that was never hooked up or installed and has sent this fictitious amount of money for a service I never received to a collection company.

  Business Response

  Date: 30/06/2025

  We have reached out to the customer to address their concerns but to date, have not received a response.

  Customer Answer

  Date: 01/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  It is simply ludicrous that the company acknowledges I cancelled hookup of service but somehow maintain they have the power to bill for services that were never received because the service they billed for was never hooked up/connected. Big business charging small citizen for something I never received. I reject the companys response 100%.  If service wasnt hooked up how on earth can it be billed. This is terrible!
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/07/2025

  We have provided the customer directly with a response regarding why ****** together with ****** position remains the same.

• Initial Complaint

  Date:18/06/2025

  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.

  On June **, 2025 I called Shaw to explain my bill and also pay my bill. During the call I was told they were charging me $ ** for late payment fee for the month of May. I asked they waived the fee so I can pay my bill due. They declined rudely and I said i was going to switch my network. I switched on Friday June **, 2025 and returned all their equipment the same day. On Tuesday **** June 2025. They sent me a final bill of $******. My regular monthly bill was ******. How did I get to $******. I am only owing for May and June. They are even charging me for July which hasn't even began yet. I want my bill prorated and I am willing to pay for the services I have used with no penalty. Thanks.
  

  Business Response

  Date: 21/06/2025

  We have reached out to the customer in an effort to resolve their concerns.

• Initial Complaint

  Date:12/06/2025

  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.

  On May **, *0*5, I shifted my home internet from Telus to Show, together with Rogers Calgary with an offer of C$**/month. After a couple of weeks, I realized that the service is very poor and cancelled it on May ** ****.I was sent a QR code and asked to deliver it to Canada Post. On June * the parcel was handed over to Canada Post, and Canada Post confirmed the delivery on *** of June. If a customer cancels the service, then no penalty applies. But on June *, I received a bill of $******. containing a charge of $*** for the unreturned.I called Shaw, and they told me that once they receive the equipment, these charges will be reversed. Now on **** of june, they send me another bill of 3**.70, which has no details at all. I also received an email from Shaw confirming the receipt of their equipment (3) Up to my understanding, ******-***= *8 should be the bill. But rogers has a practice of overbilling to its customers.
  
  

  Business Response

  Date: 13/06/2025

  We have reached out to the customer in an effort to resolve their concerns.

  Customer Answer

  Date: 19/06/2025

  I received a call from mr.***** of shaw from the office of the president on June 14. 

  I was promissed that they will send me a new invoice od zero payable in a couple of days. 

  Today is june ** and I have received nothing

   

• Initial Complaint

  Date:02/06/2025

  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.

  **** services have been a disgusting nightmare, alongside the poor customer service. The customer service has never been so poor through ****. It has been taken to a new level. We have not in two years as a servicing business had so many issues with a company. Its gotten worse since December 2024. A few of the most severe issues include overcharging us $*** on security services that took months to receive a refund. Charging us for services even without having them installed. Hiding a full account number from us without any form of contact. Ignored emails and contact from said sales staff. Lack of accountability through customer service - nobody gives us case numbers. Nobody makes notes on the account. Departments dont speak to each other. Absolute disgusting customer service, thats if you can even get ahold of them. NOTHING in place for businesses, we wait an absolute minimum of 60min on hold everytime if we are lucky. Thats if they dont put you back on hold or end the call because nobody wants to do their job. Weve had down services through security for months that **** denied only to find out that in fact they had everytbing set up wrong. Theyve installed the wrong equipment. Theyve changed and screwed up our phone number. What havent they done? Theyve broken every part of our agreements and if compensation and changes are made to ensure this doesnt continue - cancelling the contracts without penalty is the goal.

  Business Response

  Date: 04/06/2025

  We are working towards a resolution for this customer.

• Initial Complaint

  Date:22/04/2025

  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 would like to make a complaint against **************************. On March ****, I made a payment of ***** to cover what I owed on my ******/**** account. This payment is recorded on my ********** statement. Since then I have received at least * emails from ****** telling me that I had not paid this amount and asked me to pay.Two weeks ago my caregiver and myself called ****** about these false allegations of not having paid the ***** and spoke to an agent called ***. After nearly * hours on the phone the agent acknowledged I had paid this amount and would be putting a trace on this payment. She was going to phone me back once ****** had located this payment but have never heard back from anyone from ****** but have received continued demands for me to pay this *****. I also mentioned to her that I wanted to speak to a supervisor as I wanted a reimbursement of ***** to cover the cost of having my caregiver spending * hours of her * hour assignment on the phone with the agent. She did not transfer me to a supervisor as requested but just hung up on **** am totally fed up with receiving such demands from ****** and their lack of professionalism and competence and request that they get their books in order and reimburse me for the ** I spent on my caregiver dealing with this issue with an agent. Since **** was taken over by ****** there have been nothing but problems which is becoming very frustrating. Here is proof I paid and that ****** bookkeeping is ********************* ***** Transaction details ********* card Transaction: Mar *** **** **** ** Posted: Mar *** **** *********************

  Customer Answer

  Date: 24/04/2025

  I just received another email from ****** today (April **) and here is what it said - I do owe them $122 for last month but am not prepared to make any additional payment until they remove the $***** charge which has already been paid in Mid March. 

  
  Subject: Important Reminder About Your **** ****
  ******* ******
  YOUR ACCOUNT *************  
  TOTAL CURRENT CHARGES: $******  
  Hi ******* ******,
  
  As of Apr **, 2025, we noticed there's an overdue balance on your account. Your total balance is $******, and you can make a payment using one of the following methods:

  Here is a similar email I received from ****** on April ***.  Subject: Important
  Reminder About Your **** ****
  ******* ******
  YOUR ACCOUNT *************
  TOTAL CURRENT CHARGES: $*****
  Hi ******* ******,
  
  As of Apr *, 2025, we noticed there's an overdue balance on your account. Your total balance is $*****, and you can make a payment using one of the following methods:
  
  

  
  

  Business Response

  Date: 28/04/2025

  We have followed up with the customer and resolved their concerns.

• Initial Complaint

  Date:31/03/2025

  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 signed agreed to services with them for all services on one bill and was like this for months than with out warning or my consent in January they changed it to * bills I want it changed back to * bill immediately
  
  Additional Comments made by the consumer:
  

  *****2025: One reason why I went with ****** is that all services were on 1 bill in January they changed it without any permission. I want them to change it immediately plus I made payment arrangements with them that * days later they are denying that they ever happened.

  
  *****2025: * points1 I made a payment arrangements with them calling them ** ** * days for ***************** They said they would take care if it. But they didn't cut me off and were rude about it. **d I signed up to have both Internet and cell phone services o. The same bill they changed it with out my approval in January they are to fix it at once without questions or resistance . * they are to improve their culture and customer service as it is atrocious.
  

  Business Response

  Date: 07/04/2025

  To address the customer's concerns, we do need the customer to verify their account. We emailed the customer to complete the account verification on April * and *, *0*5, but to date, have not heard back from the customer.

• Initial Complaint

  Date:10/03/2025

  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.

  I was on a * year contract with ****/****** for home internet and television. I was * year and * months when I cancelled the subscription. Over the *** before, my monthly rates started to increase. I then cancelled the account to move to another supplier in the beginning of January. My contract was for $*** per month but the billing had steadily gone up to $*** per month. I am now being charged the "early cancellation fee" of $*** as my original contract was to end in October. As far as I am concerned the contract was broken when I was charged more then the contracted value and should not need to pay the cancellation fee.

  Business Response

  Date: 12/03/2025

  Spoke to customer and provided explanation; however, customer remained dissatisfied.

• Initial Complaint

  Date:07/03/2025

  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.

  My internet stopped working the evening of March ***. I contacted tech support who advised me that my legacy modem had been discontinued and disconnected. They said they had contacted clients by email to notify them and to get a new modem, but I never received any emails or any form of contact from **** together with ******. I contacted **** to get a new modem, and was told it would not receive it until the following week. As a result of the issue, I will be left without internet for up to * days. As someone who works from home, I will lose hundreds in wages on top of not receiving the services that I've already paid for. The customer service team was not knowledgeable and was unwilling to escalate my issue to someone who could assist further. I am requesting a minimum of 1 month refund for the services paid, which is reasonable considering the lack of contact from the company, sudden loss of service, and loss of wages as a result of the incompetence from ****.

  Business Response

  Date: 07/03/2025

  Re: Better Business Bureau Case #********.
  We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB).  We thank you for your patience while we are currently investigating these concerns.