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.

  2111 Main St # 114 Penticton, BC V2A 6W6

• 

  Rogers Communications Inc.

  2695 Guildford Town Centre Surrey, BC V3R 7C1

• 

  Rogers Communications Inc.

  1110 6551 No 3 Rd Richmond, BC V6Y 2B6

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:07/10/2024

  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 recently changed cable package at Rogers. The agent on the phone told me that they would waver the installation costs of new system. I received my first bill yesterday and they charged me 125.75$ for installation fees. I just called Rogers and the agent said that I have no choice other than to pay the fee.

  Business Response

  Date: 10/10/2024

  Hello,
  
  At Rogers, we value the feedback received from our clients, and would like to thank Chantal for presenting this matter for review.
  
  Client Concerns:
  Migration to Rogers Ignite
  Accepted residential offer
  Activation Fees
  Adjustments
  
  Investigative Findings:
  Tenured Account Holder
  The captured account connection details were not clear – including the captured audio interaction
  
  Resolution:
  Rogers’ Office of the President successfully contacted the customer on October 10, 2024
  First and foremost, and apology was provided for received customer experience
  The long Rogers history was also recognized as appreciated,
  We also reviewed the concerned charges which the account holder appreciated.
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern.

  Customer Answer

  Date: 10/10/2024

  
  
  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:01/10/2024

  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.

  I’ve had Shaw/ Roger’s internet for a while now and they are not capable of providing customer service still haveing internet issues I have now refused to day for un reliable services they refuse to fix the infrastructure in the alley with poor signal and wires running above ground I’ve had new wires installed in my home and connections checked and they refuse to provide any customer service as per thier guarentee I wand credits for all the months I’ve been stuck with this poor internet service and bill customer service

  Business Response

  Date: 10/10/2024

  We have been in touch with the customer and are currently working towards a resolution to their concerns.

  Customer Answer

  Date: 28/10/2024

  issue is only partially solved no one has called me to check on the repair still glitches time to time and I was told I would be getting reimbursement and credits to me bills 
  
  Complaint: ********
  
  
  

  Business Response

  Date: 14/11/2024

  We have reached out to the customer and left our direct line in an effort to resolve their concerns.

• Initial Complaint

  Date:20/09/2024

  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 am 96 years old, now forgetting a lot of details, but however, I do remember this very well.My building had all residents with Rogers. I had been with rogers for many years. The building decided to switch to Bell and we had to cancel our rogers account, which I did. Plus my son took the equipment to a rogers store and dropped it of to their customer service . They said fine and no questions asked accept wanted my account number, name etc, which we gave. I was under the impression was done, yet now I get a letter from ********* that I owe Rogers communication $524.83 as I had not paid my bills and not returned the equipment. This is not true. I did. To me this is a money grab and at my age of 96 very difficult to deal with. I dont have much time on this earth, but I would like my funds back to pay other bills etc. I and my son have called many times but Rogers wont listen. When my son called on my behalf , he was told by one rogers representative that there was no charge. However, my daughter had also called and she spoke to someone else and they said there was a charge. I had canceled this account and had given everything back. Its not my fault if their stores cannot coordinate themselves to send the equipment back. We gave it back. I have paid *********. Can you please help me get the funds back. My son is helping me looking after my affairs now. When you have big cooperation like this its hard to fight them at my age.

  Business Response

  Date: 27/09/2024

  Hello,

  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 make contact with the customer
  by phone (voice mail not engaged) 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: 27/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because being 96 years old, I am in the house everyday practically 24/7. Rogers have never called nor have they tried by email. Not only do I monitor my email, but my son does as well. I have emails going back to 2010 to track. I am very meticulous on accounts. They never followed up at all. This is a Rogers typical reply. As I mentioned previously, when we called , we spoke to  a rogers rep in NB who said there were no charges at all, she even said she checked the credit department. She was in her home, as I could hear her baby next to her. Plus when my daughter called next day Rogers said there was a charge when she spoke to someone in the credit department. Your reps have no clue, we constantly have to deal with different individuals each time which does'nt help, even if we have a reference ID. Rogers needs to compensate me for this, as we personally also gave back their equipment at their store. There the rep took it, checked my address and said nothing more to do from our end. If we are told that, then we have to believe it. This is Rogers fault and they need to pay me a 96v year old man the money paid to *********. I hope to pursue this matter with **** news, however, would rather settle this now by Rogers giving me my funds back.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 09/10/2024

  Hello,

  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 make contact with the customer
  by phone or email to further discuss and address this matter.

  The contact phone number on file is no longer in service, the included number in Better Business Bureau does not have a voice message service as an option, and the email address used to create a BBB case along with the email address on file were both used as a contact source with no success.

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

  Customer Answer

  Date: 10/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you have clearly not made a true attempt to contact me. If my Lan line does'nt work, right that is because Bell has modem issues. However, I am asking that you contact me through my son (****** ******) who I give permission to deal with this matter on my behalf. His number is ************. Please ensure that your number shows that it is Rogers calling. If it shows no caller ID we will not pick up due to fraudulent calls. I am at a stage in my long life at 96 years that I am stopping many services. I do not have a cell phone anymore, so do call my sons number. My original number of ************ still exists and has done so for over 10 years. Your typical management responses truly do not reflect customer services at all as by now you would have have given back my refund. Its unfortunate that elderly seniors citizens have to fight big conglomerates like you. It would be interesting to see what media does with this.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 16/10/2024

  Hello,
  
  At Rogers,
  we value our client's feedback and would like to thank ****** who is the son of
  the account holder for bringing this matter to our attention. 
  
  Client
  Concerns:
  Collection
  agency assigned account.
  Billing explanation.
  Refund for
  payment made to the assigned collection agency.
  
  Investigative
  Findings:
  The
  concerned account, which supported internet access had several returned credit
  card payments.
     -The returned payments also included
  service, and late payment fees.
  The account
  was taken over by a collection agency after 6 failed credit card payment attempts
  were made.
  The account
  holder paid the overdue amount in full by way of the assigned collection agency.
  
  RESOLUTION:
  Customer Not Satisfied
  Rogers’
  Office of the President successfully contacted ****** who was recently assigned
  as an authorized user for the concerned account on October 16, 2024
  Our
  findings were shared were shared in detail.
  ******
  accepted our findings, however; requested a full or partial refund for the payment as an exception.
  Given
  the fact that no faults were found with our investigation, a full or partial refund
  for the payment that was made to the assigned collections agency was not granted.
  
  As the
  customer was not satisfied with the offer as presented by Rogers’ Office of the
  President, we have informed ****** of the final stage in our complaints process.
  
  Rogers is
  appreciative of the opportunity to address this concern and regret that an
  amicable resolution could not be attained at this time.    

  Customer Answer

  Date: 16/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you (Tony) mentioned that I have accepted your findings as your recoding will show I HAVE NOT. You also mentioned that the agency tried to call or email us 6 times. This is not true. I looked at the first response immediately on receipt. They contacted us only twice via email and no phone calls. I know you have said you have tried calling, however, the phone works perfectly fine as you, Tony heard whilst speaking to my father. The credit agency did not call at all. When we received the first email, I did my due diligence by searching the literature on ********* and speaking to rogers to seek if this was a fraud. I did call rogers upon a which your rep in NB told me directly that there were NO due payments at all. If there was then why didnt your rep tell me? It was only on the next day when my sister called rogers we spoke to another individual who said there were some unpaid bills due. We found this hard to believe as my father had cancelled everything earlier and as I mentioned to Tony I personally had delivered the equipment to your store upon which I was told everything was fine and nothing else needed from us. The store should have told us about any due payments which they did not on me asking them if there was anything on this account. On this we assumed that all was good. I also do not agree that Rogers did their best to follow up. How can this be when we spoke to them on several occasions...once during equipment, then a call to your rep and also during cancellation. I find it difficult that an big organization such as Rogers have decided that its the clients fault and have taken NO responsibility on their part. We did not receive any calls from you nor any letters stating that my father had payments due. Yet you were quick to set a credit agency on to us. I am asking that you refund at least 50% or more to my 96 year father. Further my father has been scammed on his credit card and we cancelled everything as mentioned to Tony. We believe there were faults in your (Rogers) investigation as mentioned above with your reps  and people we spoke to during these events. Your reps and stores responsibility is to let us know the correct information and this was not provided by Rogers at all. It is also your responsibility and you did not follow through properly. I attach ********* emails. They only started connecting with us in Sep. No calls were seen from them. 

  As far we can see, Rogers have decided to take no responsibility on their incorrect information provided to us so that we could have eliminated any of this.. They should and provide us with the refund. This is not over until the refund is given. My father is 96 years old and you treat these seniors this way is unacceptable.
  
  
  
  Sincerely,
  
  
  
  ******** and ****** ******

• Initial Complaint

  Date:11/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a contract with Rogers Communications for about $173 per month. Someone called Rogers Communications and had a SIM card activated. They did not make a contract for data or long distance or local calling just activated a SIM card. This rose my bill by more than thousands a month and I was not able to reach Rogers Communications because of Pandemic issues with the company change in policy and long wait times on phone calls and disconnected phone calls. I am a victim of Data breaches by Rogers I believe as well as ********** and *****. I tried to dispute this collection at one time with the CCTS but did not know about that agency in time to make a timely dispute so I lost the dispute for not filing earlier. Rogers said to me their proof was the person who activated the SIM card by calling them called some of the same numbers I use on my personal device. I am a victim of identity theft so that would not be hard to have my numbers I use daily. I am rejecting this collection and want all references to Rogers Communications removed from my credit files on ********** and *******. I don't care if I am compensated I want my credit to be adjusted only.

  Business Response

  Date: 12/09/2024

  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 states that a line was activated without their knowledge.
  -They are disputing the account balance and requesting a correction of
  their credit bureaus.
  
  Investigative Findings :
  -Account research demonstrates the customer called in to add the extra
  line, received email notifications of its activation and multiple invoices with
  usage for the line without any previous dispute.
  -The customer made payment arrangements acknowledging the balance.
  
  Resolution :
  Rogers’ Executive Response team successfully contacted the customer.
  -A gesture of goodwill, a credit was extended to the customer if they
  pay the remaining balance, which was refused by the customer.
  
  As the customer was not satisfied with the offer as presented by Rogers’
  Office of the President, we have informed ***** of the
  final stage in our complaints process.? Rogers is appreciative of the opportunity
  to address this concern and regret that an amicable resolution could
  not be attained at this time.  ?  

  Customer Answer

  Date: 12/09/2024

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

  I did not ask for this line and am a victim of identity theft on this line. I had many calls I made to Rogers which were disconnected or long wait times. There was no plan attached to this line without my knowledge and could never afford to pay this line and increased charges. I know enough of phone plans data plans etc. that I would not even consider doing this. I reject this response and reached out to the collection agency who requested RCMP file number which I am going to try to access the RCMP police report to provide to the collection agency ******* *****. Nobody in their right mind would pay over $4510 for an added line in todays world. It is disgusting to think that Rogers is a national provider and believes this is a way of doing business with a consumer. I will try to obtain the RCMP report promptly.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 19/09/2024

  I need more time to obtain the police file which was with RCMP **** ************ detachment and requires processing time with the **** administrator which could take a lengthy time. I can only obtain my statement if I appear at the police station in person they will print it they said. RCMP police file #*********** which is located on a database with ***** and requires processing time and a fee. I am applying with some help tomorrow to obtain it though I do not know when I will have it. Sincerely, ***** ******* ************

  * ** ********* three files which prove I am a victim of identity theft. I am also a victim of six breaches which may include ********** and definitely includes ***** and ******* *** and ***** and I suspect Rogers had been breached as well.

  Business Response

  Date: 26/09/2024

  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 states that a line was activated without their knowledge.
  -They are disputing the account balance and requesting a correction of their
  credit bureaus.
  
  Investigative Findings :
  -Account research demonstrates the customer called in to add the extra line,
  received email notifications of its activation and multiple invoices with usage
  for the line without any previous dispute.
  -The customer made payment arrangements acknowledging the balance.
  
  Resolution :
  Rogers’ Executive Response team successfully contacted the customer.
  -A gesture of goodwill, a credit was extended to the customer if they pay the
  remaining balance, which was refused by the customer.
  
  As the customer was not satisfied with the offer as presented by Rogers’
  Office of the President, we have informed ***** of the final stage in our
  complaints process. Rogers is appreciative of the opportunity to address this
  concern and regret that an amicable resolution could not be attained at this
  time. 

  Customer Answer

  Date: 26/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The amount for settlement offer Rogers offered was less than the amounts accrued by the new line which was added without my consent. The line added does not even appear as a phone line on my ******* or ********** as number I used either. I never agreed to settlement arrangements on the $4510 or any balance for this line. I am hoping to obtain the RCMP file soon as it has been applied for and awaiting delivery of it. ******* ***** LLP told me in email they would wait for the file. I need more time to obtain the RCMP file and upload it as a document. I would never agree to settlement arrangements for an amount as crazy as $4510 for a phone line I never had in my possession it may have been SIM card switching and identity theft. I don't have another explanation because I would never do this to myself I would have a plan for a phone line for DATA and Canada USA long distance calling if I had any device. I would like to have Rogers upload the contract for this phone line which they say was added as a call-in and the terms it implies as in the CCTS dispute they also failed to send me the contract for the SIM card.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 02/10/2024

  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 states that a line was activated without their knowledge.
  -They are disputing the account balance and requesting a correction of their
  credit bureaus.
  
  Investigative Findings :
  -Account research demonstrates the customer called in to add the extra line,
  received email notifications of its activation and multiple invoices with usage
  for the line without any previous dispute.
  -The customer made payment arrangements acknowledging the balance.
  
  Resolution :
  Rogers’ Executive Response team successfully contacted the customer.
  -A gesture of goodwill, a credit was extended to the customer if they pay the
  remaining balance, which was refused by the customer.
  
  ******** *** ****** ** **** ******* ***********
  
  As the customer was not satisfied with the offer as presented by Rogers’ Office
  of the President, we have informed ***** of the final stage in our complaints
  process. Rogers is appreciative of the opportunity to address this concern and
  regret that an amicable resolution could not be attained at this time.

  Customer Answer

  Date: 08/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In the attachments Rogers Communications provided there is no indication of the phone number associated with the overbilling which I suspect is ************ like the RCMP officer mentioned to me during the investigation does not appear as a number I used to conduct any business with as it did not appear anywhere on my ******* or **********. I would like the BBB to look further into these documents and see why Rogers overbilled me thousands of dollars. It shows ** *** *********** ******* *** ************ I chose a  plan with long distance Canada and USA and shared Data which means shard data among devices which should not have led to overbilling on the **** or the ****** which used the numbers Rogers Communications provided in the ******** *** files. I agree I had an **** and ****** but not a third SIM card which does not appear in the zip file package and definitely did not have a contract which I approved or signed. Please look into why Rogers still will not provide proof of the SIM card someone called in and activated because it would not make sense to have this overbilling issue with an **** and ****** which had a plan and I never switched SIM cards on the shared device plans. I am upset that this continues to be an issue please have Rogers provide full proof the number whatever that phone number was for the SIM card they say and I disagree with that was called in and activated with my personal information. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 17/10/2024

  At Rogers, we value the feedback received from our clients, and would
  like to thank ***** for presenting this matter for review. 
  
  Investigative Findings :
  -Temporary phone number ************ was activated on Feb 18, 2020.
  -Phone number ************ was ported in over ************ on Feb 18, 2020.
  -A hardware upgrade was processed on phone number ************ on April 24, 2020.
   
  -Phone number ************ was changed to ************ on May 15, 2020.
  -A hardware upgrade was processed on phone number ************ on April 20,
  2021. 
  
  ******** *** **** ****** *** *** ********* **********
  
  If you wish to obtain further documents, agreements, usage details or access
  to your personal information, please visit ************************************************************.
  
  As the customer was not satisfied with the offer as presented by Rogers’
  Office of the President, we have informed ***** of the
  final stage in our complaints process.? Rogers is appreciative of the opportunity
  to address this concern and regret that an amicable resolution could
  not be attained at this time.  ?  

  Customer Answer

  Date: 21/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You have the phone number which does appear on m credit report as being ported over then also being changed on two different dates. That makes no sense! I never had the phone number Investigative Findings :
  -Temporary phone number ************ was activated on Feb 18, 2020.
  -Phone number ************ was ported in over ************ on Feb 18, 2020.
  -A hardware upgrade was processed on phone number ************ on April 24, 2020.  
  -Phone number ************ was changed to ************ on May 15, 2020.
  -A hardware upgrade was processed on phone number ************ on April 20, 2021. 

  I never had an ****** ** *** *** I had an ****** ** with 128 GB I don't have enough credit to be approved I believe to qualify for more than one phone and one ****. I was approved for ***** ***** at a store. I had one **** one ****** and ear buds. I would like to see all places where there were signatures for the devices mentioned. ************ still appears as a number on my ******* credit report for a phone number that belonged to me. ************ never appeared on my ******* credit report as a phone number belonging to me. There was a financing plan for the ***** I received at a store. This is not listed in your device upgrade. I never felt it possible to qualify for so many devices. It also lists on the devices I would agree as owning that I had plans that would only be for unlimited not a pay as you go or other I also had Canada USA long distance calling and Data. There is no reason for these extra charges to be on my account. Nobody would agree to paying more than this. Also mentioned by Richard C. of Rogers there was a SIM card called in and activated that had no plan this is not mentioned in this discussion. I would like to see where the totals or unplanned increases that made the monthly total jump up to $4510 so a complete add up to the enormous bill which has not been presented as of yet. So far it does not show the increases that it shows on my ******* billing summary. Also I am waiting for the RCMP file to be delivered to me by email. I will provide the RCMP file as soon as I have it. In another note it shows two collections on my ******* for the same billing matter. One with **** and one with ******* *****. One should be removed the **** as a duplicate collection while this matter is under investigation by BBB.

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

  Business Response

  Date: 06/11/2024

  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 states that a line was activated without their knowledge.
  -They are disputing the account balance and requesting a correction of
  their credit bureaus.
  
  Investigative Findings :
  -Account research demonstrates the customer called in to add the extra
  line, received email notifications of its activation and multiple invoices with
  usage for the line without any previous dispute.
  -The customer made payment arrangements acknowledging the balance.
  -All account change
  confirmation emails were sent to the customer’s email address.                                       
  
  Resolution :
  Rogers’ Executive Response team successfully contacted the customer.
  -Copies of the service agreements were provided to the customer.
  -We informed the customer of the timeline of the phone number modifications.
  -We informed the customer that if they would like to obtain further
  documents, a request must be submitted to the Privacy Office.
  -A gesture of goodwill, a credit was extended to the customer if they
  pay the remaining balance, which was refused by the customer
  
  As the customer was not satisfied with the offer as presented by Rogers’
  Executive Response team, we have informed ***** of the final stage in our
  complaints process. Rogers is appreciative of the opportunity to address this
  concern and regret that an amicable resolution could not be attained at this
  time.

  Customer Answer

  Date: 08/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It must be noted that on documents provided by Rogers communications my credit limit with Rogers communications is noted as only being $500 which means I never would have qualified for an ****** *** *** ** which also Rogers never provided any further information regarding that device. A SIM was called in and activated using my account information and no plan was attached which is also an invalid argument according to documents provided by Rogers communications which shows device data and call sharing meaning that when one device exceed the data it is shared from another device such as the ****. For the record I had a financed device which may have been paid off I am not sure anymore but it was an ****** ** and I never upgraded phones but added an **** at one time with the shared data plan meaning there never should have been excessive overbilling to this extent. I had USA talk and text with no limits so this is another reason why I never should have been overbilled to this extent. The only thing I can imagine was when I financed the ear buds there was a mistake at the store where they added the line or the device. ************ does not show anywhere in my credit history with ******* or **********, another technical explanation is that if I ported over a number it would be impossible to gain access to most of my online accounts that use two factor authentication. For two factor authentication I need the phone number and an email address for verification codes as example ****** accounts which I still have access to despite this nonsensical argument over ported numbers and SIM cards and expensive devices which I do not financially qualify for. I have no reason to contact the Privacy Commissioner of Canada that is way of not addressing the issue for Rogers communications or intimidation of a consumer. I would like Rogers communications to admit fault of overbilling of a consumer for a device he never had or a SIM card that was called in and activated and no call recording which I know all calls say the call is recorded. The long call wait times and hang ups I experienced when trying to address the issue made it impossible to address the issue over the phone. Also the emails I received that presented the bill I believe said they could not be responded to or no reply. The offer from Rogers was to reduce the bill by $1300 from I believe $4510 which was exorbitant and more than the devices were both worth and even if the earbuds were added to that figure it exceeded their value. This billing issue violates the consumer protection act unfair practices possibly in more than a few ways.

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

  Business Response

  Date: 15/11/2024

  Resolution : Not Satisfied.
  
  As the customer was not satisfied with the offer as presented by Rogers’
  Executive Response team, 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:29/08/2024

  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 have had ongoing security issues for over 2 years. My Roger's account of course, is one of them They have stopped assisting me all together. Cx service won't help because my account has been sent over to a fraud agent who has neglected to call me back. I have tried to call this agent July the 31st August 2, 19, 21, and 26th. The outbound message now just say "the user" instead of the agents name.
  They refuse to even touch base with me to let me know where things are at ie agent is on vacation, someone else is taking over my file, NOTHING. All the while someone rlse has access to my account.  It should be noted,  I didn't even know I was assigned to a fraud specialist until I called into customer service. No letter. Call or Email advisng of this. I cannot make changes on my own account but someone else sure is!
  
  I canceled an old number back in April- March, however I am loyal to a fault, and I went back to them in hopes of a NEW phone NEW account NEW phone number NEW email address would get me out from under this.
  
  Rogers is NOT holding up to their side of their cybersecurity and protection of their customers, as they so boast about on their commercials and on their website. All the while someone is using my information.
  
  I have reported to police, twice, my bank, service providers CRA, *******. No one will help me. I even reached out to the media to put a lense on this only to find out some of my emails are being rerouted and/or not sent.
  
  Rogers is NOT holding up to their side of their cybersecurity and protection of their customers, as they so boast about on their commercials and on their website! All the while someone is using my information.
  COMPLETE RADIO SILENCE FROM THEM

  Business Response

  Date: 09/09/2024

  Hello,

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

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

  Unfortunately,
  we were unable to contact the customer by phone or email to further
  discuss and address this matter.  
  Attempts
  completed September 3rd, 4th,5th and 6th,
  2024.

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

  Customer Answer

  Date: 16/10/2024

  Police report ********** I believe is the one from January 2024 with Officer **** (******?), 
  May 2023 was with Officer ***** ****
  
  Please understand and be patient as I am constantly losing emails, pics, documentation of every kind and 2.5years there is A LOT.
  
  I have spent money on JustAnswer ($40 per month) with no help, Telus and Rogers have done investigations but "they" are cloning phone so looks like me doing things. I have lost my job, nearly through my savings and my mental health is horrible. Riddled with anxiety and isolation. I have lost so much weight from stress (rent comes before groceries) 
  Another month or so and I'll be homeless. Can't find work with no reliable means of searching or for them to contact me. My confidence is low at best...how can I present this way?? I am a shell of who I once was. This has ruined me; emotionally, mentally and financially.
  It's over for me, I know that, but I want to go out fighting...I just need some help.
  
  Best
  ******** ****** 

  Customer Answer

  Date: 17/10/2024

  CPS Report# **********

  ******* Report# **********

  Customer Answer

  Date: 17/10/2024

  There has been no resolution or no contact from the fraud department and Office of the President.  The only call you had was from someone from customer service who could not do anything because of the fraud alert.  Steve had offered to put the account on hold and it has not been done. I cancelled my services and got a brand new phone and wifi with the understanding of 30 day return policy but found out only when I tried to return both a few days after the 15 days. I had that conversation with the sales rep as she was rushing me out the door so she could close that it would be 30 days and not to worry. But it was not made clear that it was 30 days if I had ordered online for the cell phone.  That conversation was rushed.

  Please provide direct contact with someone who has the access to my account and can actually help resolve this. 

  Ultimately I would lilke a reimbursement and I would settle for the accounts to be fully closed and no balances owing.

  Customer Answer

  Date: 18/10/2024

  Interaction ID ********** (Colleen from Management Office) can be added to my file and the email you were just bcc'd in. PS. So, Rogers Management Office AND the Fraud department (called 4:38pm) did Not authenticate me. Offered the fraud rep IP addresses, names and phone numbers to add note of and look into; did not accept. 
  
  I am still trying to get you a final statement. If you have nothing new in your inbox Monday morning from me, as far as a final statement, proceed and let me know you have. 
  
  You can call me and leave a voicemail. Very high level voicemail ie. "Hi ********, it's Heather. Nothing new here, sent as discussed."
  I may be able to access voicemail if other services are on the fritz?
  
  Thanks again for your help, you are greatly appreciated!!
  
  ******** ****** 

  Customer Answer

  Date: 28/10/2024

  Please also attach to file. Returning device and will no longer be contractually binded. Max advised a 2mth credit has been applied - just need to verify its there.
  Nonetheless, matter has been resolved yay!
  
  ******** ****** 

  Business Response

  Date: 23/12/2024

  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 returned
  the device and was presented a courtesy offer.
  -Customer
  requested confirmation offer was applied to the account.
  
  Investigative
  Findings:
  -We
  reviewed the account and confirmed offer was applied.
  
  Resolution:
  
  Rogers'
  Office of the President successfully contacted the customer via on December 19,
  2024
  
  -We
  confirmed the Office of
  the President courtesy offer 2 months of current monthly service fees presented
  on October 21, 2024 was applied to the account and reflected on the October 28,
  2024 invoices (page 2).
  
  Rogers
  would like to thank?the customer for their co-operation in the resolution of this
  concern.  

  Customer Answer

  Date: 06/01/2025

   Unfortunately the I formation is inaccurate. I did not speak to OOP December 19, November was my last correspondence with them (OOP).  
  
  December14: I spoke with the Rogers call centre cx support, then transfered to tech support and received a call back from the Fraud department on December 14 
  -See attached proof I did not speak with OOP on the 19th
  
  Please keep this file open for the time being as Rogers' ongoing dishonesty and questionable business practices is not resolved. Yes, I returned the device and received a credit but the security matter and lack of due diligence on their part is far from resolved.

  Business Response

  Date: 09/01/2025

  Hello,
  
  REF:  BBB Serving Central Ontario Complaint #********.
  
  At Rogers,
  we value the feedback received from our clients and would like to thank
  ******** for presenting this matter for review. 
  
  Client
  Concerns:
  -Customer
  indicated there was no communication from the Office of the President on
  December 19, 2024.
  
  Investigative
  Findings:
  -We
  reviewed the customer account and informed the customer communication of
  December 19, 2024, was sent via email.
  
  Resolution:
  
  Rogers'
  Office of the President successfully contacted the customer on January 8, 2025.
  
  -We
  addressed ********’s concerns, we provided information on spoofing, recommended
  to change the sim card and provided a courtesy adjustment to cover the cost of
  the sim card.  We also provided a monthly
  service plan to better suit her needs.
  
  Rogers
  would like to thank?the customer for their co-operation in the resolution of this
  concern.  

• Initial Complaint

  Date:03/05/2024

  Type:Product 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 have been badly treated by Rogers Mobility and have moved my cell phone to ***** however Rogers is now giving me a hard time about releasing the final overpayment cheque they just say it’s been released but I haven’t received it. They owe me $157.56
  Please help with this issue. Thank you.

  Business Response

  Date: 09/05/2024

  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 ported out her services to another provider, and her account
  had a credit balance.
  -Customer requested a cheque refund.
  Investigative Findings:
  -We reviewed the customer account and confirmed the cheque refund
  request was process April 21, 2024.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  May 8, 2024.
  
  -We confirmed via email the cheque refund was process on April 21, 2024
  and timeframe 3 to 4 weeks.
  
  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: 09/05/2024

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

  after weeks of asking for a refund I still have not received the cheque. They have been saying it’s in a different departments hands but no shipped date. I want to go to the media ** **** ** *****.

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

  Business Response

  Date: 15/05/2024

  At Rogers, we value the feedback received from our clients, and would
  like to thank ***** for presenting this matter for review. 
  
  Client Concerns :
  -The customer is stating that they did not receive their refund cheque.
  
  Investigative Findings :
  -The refund cheque was issued on April 21, 2024.
  
  Resolution :
  Rogers’ Executive Response Team successfully contacted the customer on May
  10, 2024.
  -The customer confirmed they have received the cheque.
  
  Rogers would like to thank the customer for their co-operation in
  the resolution of this concern.  

• Initial Complaint

  Date:30/04/2024

  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.

  Issue: incorrect billing and unauthorized changes to original contract with Rogers, account # ***********: on April 18th, 2024, I received a call from 833-447-8254, but the representative quickly realized that the call was a mistake, since the final term of my "loyalty discounted" 24-month contract (confirmation # ************, Feb, 8th, 2023) is/was Feb.15th, 2025; on the very next day, I got billed in $135.99; up until then, I had been paying $56.49 for the same services. So, I called Rogers to complain. The representative, Susan, seemed confused about the changes (never authorized by me) in the contract; those changes had a future timestamp - 11am, but the time of the call was 8:30am, suggesting that the changes were made by an agent in another country, east of Canada. I tried, with no avail, to reason with Susan and have her restore my original contract and billing. After I ended the call, I received a series of emails from , with the following information: confirmation # ************, referencing my original contract (Feb/2023-Feb/2025) and discounts; confirmation # ************, from Mar 19th, 2023, which Susan claimed it was when the discounts and duration (from 24 to 12 months) of my original contract were changed; confirmation # ********** (April 19th, 2024, same day of the complaint call); and confirmation # **********; the last two refer to more changes in my contract, such as the end term, originally set to Feb 15th, 2025, to April 19th, 2026, which I never agreed with. Therefore, I request an immediate correction of the current billing to reflect the agreed terms of my original 24-month contract and reassurance that the situation described above will not happen again, as I believe it to be a clear breach of the original contractual agreement. If left unresolved, I will turn the matter to CCTS for further investigation, which is why I kindly ask Rogers to provide me with a copy of the recordings of the calls mentioned above.

  Business Response

  Date: 01/05/2024

  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 reported her promotional discount no longer reflected on her
  account.
  -Customer requested an adjustment
  
  Investigative Findings:
  -The Office of the President reviewed the account and provided a
  satisfactory resolution.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on May
  1, 2024.
  
  -The customer confirmed her concerns were addressed and resolved.
  
  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

• Initial Complaint

  Date:18/04/2024

  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.

  Hello my name is ******
  I am facing very big issue with rogers now. I was using the rogers internet when i was in toronto. Then I had to move to different place al of sudden that time I called rogers and asked them to cancel my plan and they said yes and I moved to different area. They did not tell me anything about collection of box that time. After canceling my plan still i was getting emails of bills. I called multiple times but I never heard back they said they will talk with someone hire authorities and let me know. Now they are charging me 1399 cad. I am not even using that box or internet for past 8-9 months. Please help me with this. I am student here and i can not afford this loss without my mistake. I am depressed because of this. You can check my bank as well i ave no jobs right now. How am I supposed to pay this ? I will die better .. please help me ??????

  Business Response

  Date: 25/04/2024

  Hello,

  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 make contact with the customer
  by phone to further discuss and address this matter.
  

  Please note we received an email reply advising of their availability
  for call support, however; the follow up calls were not successful.
  

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

• Initial Complaint

  Date:18/04/2024

  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.

  Fido kept charging me over 250$ monthly for data and calls since December 2023 after I had a conversation with an agent from their Office Of the President for an agreement to continue the service at a better rate of 60$.
  Since December my services were cut. I couldn’t make a call , and yet they charged me over 1,000$ more

  Business Response

  Date: 18/04/2024

  At Fido, 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, Fido will work with the customer through this regulatory
  channel to provide resolution.   

• Initial Complaint

  Date:04/04/2024

  Type:Customer Service 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.

  My name has been on my mother's rogers account (account #*********) for over 20 years so that I am authorized to make changes to her account
  I called in this time last year (March 2023) and had her services changed with no issues like I would do each and every year
  Now that her 1 year promotion is complete, I've called in again to go over the account only to find out someone at rogers removed my name
  The primary or secondary names on the account did not authorize rogers to make those changes to the account
  The agreement was to modify services provided by rogers only
  The confirmation email from Rogers Residential Service Agreement after the change was made shows changes to service and not the account details
  Rogers Privacy Policy published on their website outlines how they meet their legal obligations under Canadian private sector privacy law
  Their website states the following: "As part of our ongoing commitment to data protection and maintaining customer privacy, we want to ensure that our customers understand how we collect, use, and disclose their personal information."
  By making unauthorized changes to the personal information on this account, they have failed to protect the data and maintain customer privacy

  Business Response

  Date: 09/04/2024

  Hello,
  

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

  Client Concerns:
  Support for their mother who is the Rogers account holder.
  A recent account review was declined.
  Adjust the account details to ensure **** is captured as
  authorized for account support.
  
  Investigative Findings:
  When the account holder migrated their services from their
  grand-fathered products to Rogers Ignite, the change included a newly created
  account number.
  The change did not include ****’s name being transferred from
  the grand-fathered account where his was documented as an Authorized User for
  account support to the Ignite platform.
  While investigating the account concerns, the changes to ensure
  **** is captured as an Authorized User on his mothers account have since been
  updated along with a revision of the monthly charges.
  

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on April 8, 2024
  We apologized for the overall experience and, we shared our
  findings with **** who confirmed his appreciation for the April 8, 2024, phone
  call from our office.
  

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

  
  

  Customer Answer

  Date: 09/04/2024

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