Complaints

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

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  Rogers Communications

  855 York Mills Rd North York, ON M3B 1Z1

• 

  Rogers Communications Inc.

  1600 4710 Kingsway Burnaby, BC V5H 4W4

• 

  Rogers Communications Inc.

  115A 19705 Fraser Hwy Langley, BC V3A 7E9

• 

  Rogers Communications Inc.

  1110 6551 No 3 Rd Richmond, BC V6Y 2B6

• 

  Rogers Communications

  G048 - 1430 Major MacKenzie Dr Maple, ON L6A 4H6

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:09/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They will not allow me to cancel my services without charging me a $200 cancellation fee. I’ve explained over the phone that they have had to already refund/ credit me for 2 months because of how horrible their service is. I’ve had to call numerous times to explain my problems to which they’ve sent out technicians multiple times. Issue gets fixed for a week or two and then happens again. Constant disconnections from their internet throughout the day have lead to me losing revenue (I work from home and need a stable internet connection). They always promise to fix it and it never happens. I just want my service which barely works to be cancelled and they still want to charge me for this. Please help

  Business Response

  Date: 11/07/2025

  To Whom it may concern, we have spoken with the customer and addressed their concern. 

  Customer Answer

  Date: 11/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned 2 cell phone devices in May well within the timeframe they were due back. I used the prepaid labels and boxes that were provided to me by Rogers to mail them. I received text messages and emails stating to return my 2 devices or I would be charged $380 per line. I used their online chat and was told to contact back once the charge was placed for them to complete an adjustment and have the chat transcript of this from June 18. I can see my bill statement today charging me for these amounts. I've tried to chat in 5 times and called 2 times, with every attempt being terminated stating they are busy. I do not want this amount being deducted from my bank account but cannot get ahold of Rogers.

  Business Response

  Date: 11/07/2025

  Hello,
  
  
  At Rogers, we value the
  feedback received from our clients and would like to thank *** for
  presenting this matter for review. 
  
  Client Concerns:
  -Customer indicated she
  returned both her devices within the return timeframe, however, was charged
  unreturned devices fees on her account.
  
  Investigative Findings:
  -We reviewed the
  customer’s concerns and account.
  -A request was submitted
  to our back-office team to trace the device and adjust the charges.
  -Our back-office
  team confirmed the reception of the devices and adjusted the account on
  July 10, 2025.
  Resolution:
  
  Rogers' Office of the
  President successfully contacted the customer on July 10,2025.
  
  -We provided the above
  information and current account balance.
  
  Rogers would like to
  thank?the customer for their co-operation in the resolution
  of this concern.  

  Customer Answer

  Date: 11/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:26/06/2025

  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.

  In Feb of 2025 I contacted Rogers to arrange for internet at my new address in Rural Welland.
  It was installed and although I was only staying there part time I had horrendous problems.
  I have a IPTV service for my TV and I use an old laptop computer for my other internet use.
  
  I had problems right away with both the IPTV service and internet use.
  I tried getting in touch with Rogers, however when you call they keep you on hold forever.
  I spent hrs of time trying to reach that company in their rather short hrs of operation and no way of leaving your ph number for them to call you back, like other companies offer.
  
  I had to go back into Niagara Falls to my sons house when I wanted to watch TV as the constant freezing was unusable. Can you even imagine trying to watch a **** *** game 10 seconds at a time.
  After many many attempts to reach Rogers, I finally gave up and I went to their Rogers Store on Mcleod Rd in Niagara Falls.
  
  When the employee looked up my account he asked me how I got this service.
  He told me that the company is not allowed to sell that service in my area because it doesn't work.
  He did not offer to try to get my service repaired. So I was left with arranging a new internet provider.
  After arranging new internet service I wanted and needed to return to hardware to Rogers so I took it to the Rogers Store in Niagara Falls.
  They would not accept it.
  I was told I had to CALL Rogers for return
  I told them I am not going to spend hrs of time on hold again just to return it.
  The employee agreed to call Rogers, on my ph to arrange it.
  Again we spent 1/2 hr on hold,
  
  I then sent them a letter, and days later I got an email with the information to send back the hardware.

  Business Response

  Date: 26/06/2025

  Hello, 

  At Rogers, we value
  the feedback received from our clients, and would like to thank ****** 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.  

  Thank you.

• Initial Complaint

  Date:24/06/2025

  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 was called by the win back team back in March 2025. They promised this great deal with them if I left *****. I told them I still have contract left on my ***** and would need to pay to terminate. I explained it was around $800. the gentleman said that I can get $200 cashback for each phone I transferred to Rogers. I hade mine and my 2 sons. So he said I would get $600 for all three lines. I did the transfer, received the phones the following week and had no cashback. I was told that it would be on the second billing cycle. The second billing cycle came and I had over $500 bill with Rogers. I phoned to find out what that was as it was a mistake. They said I had to pay for delivery of the new phones and connection fees. I said there is a mistake and that I was suppose to get $600 cashback. They said no. I said I needed it to pay for the ***** termination. They finally found out after going back on the notes that I was due the $600. There was a lot of going back and forth with them over a couple months. Finally I got $400 and was told that the last $200 was going to be on the 3rd billing cycle. low behold the 3rd billing cycle is here and I have no cashback and now they are threatening to cut me off. I am on the chat with them again, trying to resolve this and I can't get anyone to actually help me. i just want to terminate the contract and go back to ***** at this point. My experience with Rogers has been terrible. The service is not up to anyone standards. It is stressing me out and I don't want anything to do with them now. They are putting it off again another month and it just isn't right.

  Business Response

  Date: 30/06/2025

  At Rogers, we value the feedback
  received from our clients, and would like to thank ********** for presenting this matter for review.  
  Client
  Concerns: 
    Client is
  disputing an activation offer that was not applied.
  Client is seeking to have the offer applied to
  the account.
  Investigative
  Findings: 
  -Client was offered
  promotional credits when activating 3 wireless lines.
  -The offer was
  applied to 2 of the 3 wireless lines.
  Resolution: 
  Rogers’ Office of the President successfully
  contacted the customer on June 27. 
  We have
  applied the offer to the account appropriately and apologized to the client for
  any inconvenience caused.
  Rogers would like to thank?the
  customer for their co-operation in the resolution of this concern.  

• Initial Complaint

  Date:24/06/2025

  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've been billed for products and services that I did not receive, after going to the storefront and cancelling everything to do with my rogers account. After an employee error, I continued to be billed to a total of 226 dollars. For around 12 months now, I have been in the Rogers storefront during my working hours, on the customer care like and even in communication with the Office of the President's. **** *********** **** ***** is who I've been trying to contact most recently via this number and email address.
  
  For over a month I have been trying to contact **** via email and phone call in regards to this bill, and I am now noticing that my credit score is being impacted due to this bill being in collections. He refuses to answer my messages, return calls or reply to emails. I have an email from him stating no action would be taken untill him and I talk, yet I'm still receiving notifications from my credit bureau that this is escalating.
  
  I want this bill erased and my credit corrected as this is no fault of my own, I've been doing everything I can to correct this wrong. But being passed around by Rogers Employees, Managers and now higher ups in the office of the president's is impacting my financial well-being. Rogers needs to take accountability for their actions.

  Business Response

  Date: 26/06/2025

  Hello,
  
  At Rogers, we value our client's feedback and would like to thank ***** for
  bringing this matter to our attention. 
  
  Client
  Concerns:
  Billed for services they did
  not receive.
  Employee errors
  Adjustments Requested
  
  Investigative
  Findings:
  Signed Contract
  Agreement that was related to the concerned number was captured in March 2019.
  Mobile
  Service Agreement that was related to concerned number dated March 2019 was
  shared via the email address on file.
  Details
  related to an in-store disconnect order was not found.
  
  RESOLUTION:
    
  Rogers’
  Office of the President successfully contacted the customer on June 26,
  2025.
  We began by acknowledging the aspects of the overall
  account experience before discussing our findings.
  While no errors were identified, our office and ***** reached a mutual
  understanding that will enable us to move ahead constructively.
  
  Rogers is
  appreciative of the opportunity to address this concern.   
  
  Thank you.

• Initial Complaint

  Date:23/06/2025

  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.

  Over a year ago, I moved from Vancouver to Nanaimo and updated my Rogers account address online. I also ordered a new phone at that time.
  
  A return box for my old device arrived, but I needed to repair it first. When I tried to log in to book a repair, Rogers rejected my PIN. After multiple attempts and a chat with support, I was told my account was locked due to a fraud flag—without any further detail or support.
  
  I then received a no-reply email with only a random 1-800 number. That number led to voicemail. I left messages for weeks—no response. Meanwhile, my phone became unusable. I could hear it ring but couldn’t answer. With no access and no support, I had no choice but to sign a 2-year contract with **** just to have a working phone.
  
  Despite trying for months—calls, emails, voicemail—I never got help. No supervisor ever called. I gave up trying. A year later, I learned Rogers sent me to collections for $2,000—mostly for a device I would have returned if I could access it and erase my personal info.
  
  I tried canceling my account a year ago. I was locked out. Denied support. Left without a working phone. And now my credit is being punished because Rogers failed to act.
  
  This is beyond poor service. This is negligent.
  
  I’m requesting the following:
  
  Immediate removal of this account from collections.
  
  Closure of the Rogers account.
  
  A resolution that does not require me to surrender a device that still contains unretrievable personal information.
  
  An acknowledgment of Rogers’ failure to provide basic support over the last year, despite my continued efforts.
  
  I’ve been patient. I’ve documented everything. What began as a straightforward device swap spiraled into a complete communications breakdown, one that’s now threatening my credit because of their inaction.
  
  This matter is long overdue for resolution. I trusted Rogers with my communication needs—and instead I was ignored, misled, and left stranded.
  
  It’s time someone at Rogers takes responsibility.

  Business Response

  Date: 27/06/2025

  Hello, 

  At Rogers, we value the feedback received from our clients, and
  would like to thank ***** for
  presenting this matter for review.
  Unfortunately, to date we were unable make contact with the customer
  by phone or email to further discuss and address this matter. 
  Please note further follow up attempts will be provided.
  

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

• 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.

  I received a call from a Rogers agent informing me that my contract had a March expirey date, and that the month to month rate would go up to $250 form the $145 we were paying, unless I immediately agreed to a 2 year contract at $160.00. I got the agents phone number and told them I would need to think about it.
  
  I checked with ***** who had a significantly lower rate, so since I had been informed our contract was expiring with Rogers I switched to *****.
  
  It turns out the Rogers agent was not being fully honest - March, yes, but no word that that was 2027, not 2025, and she wast trying to extend my contract from 3 to 5 years (which she did not tell me at all). Upon calling Rogers to let them know I was leaving for *****, I was only THEN informed that there was 2 years left on my contract and I would need to pay a penalaty which they "graciously" reduced to $862.40.
  
  I did ask for and received a call from a Rogers manager, who admitted that I had been called as I had said, and it was unfortunate that they mislead me regarding the expiry date of the contract, but that I should have called to verify with an agent so I was still responsible for the payment. Which makes no sense as it was THEIR agent who had called initially (she was authorized, and had all the billing and account information - I did call her back to after this verify, asked which month the contract expired, she replied March, to which I had to ask, "What year," and then and ONLY then did she inform me it was 2027),
  
  Rogers solution is that I cancel my contract with ***** and return to them to avoid the fees, but in light of the fact that it was Rogers blatently deceptive businesss practice I really want nothing to do with their business, and I would not have attempted to "break" the contract if their authorized agent had not mislead me to believe my existing contract had already expired, and therefore do not feel that I should pay this penalty
  
  Thanks for your assistance.
  
  *** ****

  Business Response

  Date: 21/06/2025

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

• 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.

  We went to get an upgrade for my husband phone was told there was a credit limit which we couldn’t understand because we have been over that so called credit limit since sept. We had to go with Fido to get my husband a phone. I out in a bad review someone called my husband said that shouldn’t have happened they would escalate the file and someone would call back. No one called back I called they resolved it and said we just needed to go in to the store and have it switched back and I wouldn’t have to pay for the Fido bill and all would be ok . Went today found out it was all a lie
  All we wanted to to was do an upgrade and they have made it very stressful and because of the lie I want to get my husbands phone put back on the original account and have the Fido bill and the Roger’s bill handled by them for all this for all the stress and inconvenience they have put us throw we have been with them since 1990

  Business Response

  Date: 25/06/2025

  At Rogers, we value the feedback
  received from our clients, and would like to thank ***** for
  presenting this matter for review.  
  Client
  Concerns: 
    Client
  upgraded wireless line and is seeking to transfer the line between providers.
  Client is seeking to transfer one line.
  Investigative
  Findings: 
  -There was a credit
  limit placed on the customer's account in error, preventing the customer from
  being able to upgrade one line.
  -The device upgrade was completed with Fido, financing on a two year contract.
  Resolution: 
  Rogers’ Office of the President successfully
  contacted the customer on June 19. 
  We explained
  to the customer that financing contracts cannot be transferred between
  providers. In light of the negative experience and any possible misinformation
  provided to the customer, we offered new wireless plans and a courteous credit
  to assist with phone accessory costs.
  Rogers would like to thank?the
  customer for their co-operation in the resolution of this concern.  

• 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.

  I was working with Rogers on payment then they decided to call me every day for 7 days. This is harassment. I called them on the harassment and they cut off my lines after almost 15 years of service. They are reporting missed payments. Those are lies. Now they sent it collectors. With 41% interest.
  My bill was $800. (something) now it's sitting at $1000 (something) I have paid them 2 payments of 50.

  Business Response

  Date: 26/06/2025

  At Rogers, we value our client's
  feedback and would like to thank ********* for bringing this matter to our attention.  
  
  Client
  Concerns: 
  Concern
  regarding collection attempts for cancelled account with outstanding balance.
  Client is
  seeking for there to be less or no collection attempts.
  Investigative
  Findings: 
  Account was
  cancelled for non-payment.
  Account has
  been sold to a collection agency for treatment
  RESOLUTION:
  Customer Not Satisfied: 
  Rogers’ Office of the President successfully
  contacted the customer on June 20. 
  The outstanding
  balance on the account consists of valid charges, as a result regular collection attempts are being made by the agency. Client has been advised to
  reach out to the collections agency to discuss payment arrangements for the
  outstanding balance.
  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:18/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was discussing with a friend about getting a new phone. My service is with rogers currently. I saw an ad that stated ****** ** *** *** $5 instore or $25 online... with eligable teade in. I searched the trade ins and my phone came as i believe it was that simple based on the ad. Ithought that's great ill get it. Went into a ****** and spoke with a rep there said that I would have to pay up to $480 to get that price. We're as the ad shown does not. I then went into a rogers store to ask for help with this, they stated to have not heard about it but saw the promotion and said again I would have to pay $480 or trade in value of $480. My phone was only worth $110 but it only stated on the promotion "eligible" did not specifically say value or phone type. After a couple hours of wasted time on the phone and with rogers support and instores. I myself find there is a description of "eligable" and trade in value of the phone. This is different from their other terms and conditions on eligibility for device trade ins. Employees had no idea, support on the phone had no idea. Now I'm quite frustrated I wasted my time with the expectation of simply getting a nice phone for a great deal for how it was advertised. I feel this is a misleading tactic used to get you in the door with an expecation and be left with no choice to abandon what was a great deal or pay the money.Apparently not the first time this has been an issue. **** CLEARLY displays the required value or trade in equivalent leaving no room for misinterpretation.

  Business Response

  Date: 26/06/2025

  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.