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Business Profile

Telecommunications

Chatr

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

This profile includes complaints for Chatr's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Chatr has 37 locations, listed below.

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

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    • Chatr

      333 Bloor St E 8th Floor Toronto, ON M4W 1G9

    • Chatr

      316 - 34 Eglinton Ave. W. Toronto, ON M4R 2H6

    • Chatr

      100 City Center Dr. Square One Shopping Centre Mississauga, ON L5B 1M7

    • Chatr

      173 Montreal Rd Vanier, ON K1L 6E4

    • Chatr

      82 Ave 83 St Edmonton, AB T6E 4E3

    Customer Complaints Summary

    • 56 total complaints in the last 3 years.
    • 24 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/04/2025

      Type:Product Issues
      Status:
      Answered
      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.
      * *** * ***** ******** *** * **** ***** ** ***** ****** For the past month or so I have been trying to upgrade my plan online to a data plan but I kept having issues because the website would not accept my change request. My plan was a $19 plan with a 500mb auto-pay enrolment bonus. To have the issue resolved I went to the Chatr Mobile store in ****** ******* ******** ****. Chatr actually got rid of live agents providing assistance over the phone also and have automated the customer support line ***** ** ******* **** ******** *** *********** ****** 

      Long story short I went to the Chatr Mobile store in order for the agent to help me with this change request. He told me to pay $28 for which I would be given the data plan with 60GB which he said is prorated for adjustment since recently paid my plan fee for the month. I paid this $28 and he told me it should take 2 mins to take into effect. I walk around the mall a bit waiting for 2 mins to pass, even reset my phone but the plan did not take effect. I go back to this agent in the store tell him the new plan has not become active. He tells me that it seems like there is a glitch and it won't change for which I basically wasted $28 for nothing.

      I asked him to refund me this amount but he said it's not possible because it is a prepaid plan. I expressed to him that this payment went towards nothing as the plan did not change so I paid $28 essentially for no reason at all so I demanded the refund but he said a refund can not be given.

      * *** ** ********** **** ***** **** I went to the ******** **** store and changed my plan from Chatr to ******. My phone number got ported from Chatr to ****** so I no longer have a Chatr account and am now a ****** customer. I have the statement of the payment I made of $28. * **** *** **** **** ****** ********** *** ************ ** *** ******** **** **** ******* * ** ********** **** *** ******* ********** ** ******* ** *** ****** ** **** *** **** * **** *** ********** ******* ** ****

      Business Response

      Date: 09/04/2025

      Hello

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

      ******
      is investigating and will continue addressing the customer's concerns.

    • Initial Complaint

      Date:05/12/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.



      Complaint: ********



      I am rejecting this response because: 

      In 2017, the Commission determined, as part of the device unlocking rules set out in the Wireless Code, that wireless service providers (WSPs) must unlock devices from existing wireless service customers, regardless of contract type. The ****** ******** ******** ****** (****) requested that the Commission clarify the device unlocking rules such that all devices purchased prior to 1 December 2017 that are locked to a given WSP’s network should be unlocked upon request and at no cost, regardless of whether the device owner currently has, previously had, or never had an active account with the WSP.  

      The phone was bought in October of 2018  and  should have been unlocked  at time of purchase

      I bought a  different phone for my niece and disposed of the one I was asking to be unlocked 

      Appreciate the BBB time to look into the matter 




      Sincerely,



      ***** ******

      Business Response

      Date: 16/01/2025

      Good day,

      At ******, we value our client's feedback and would like to thank **** for bringing this matter to our attention.  
       
      Client Concerns:
      Previously used device is locked to the Chatr Platform
      Unlock support requested.

      Investigative Findings:
      Most devices purchased after December 1, 2017, by way of our network may already be unlocked, subject to the manufacturer’s restrictions.
      The concerned device which is a *** ******* *** was released in January 2016
      The request was for a family member to be able to use the unit on a non-****** network
      The Chatr account has been terminated for 12+ months

      RESOLUTION: Customer Not Satisfied/Escalated to the Ombudsman’s Office:
      ******’ Office of the President successfully contacted the customer on January 16, 2017
      First and foremost, an apology was provided for the service experience.
      Our findings were shared in detail including the reasoning for the unlocking request which was to access the device on a non-****** network.
      In addition, the account that was associated with the device has been terminated some years ago – beyond the 12-month window needed for such support

      ****** is appreciative of the opportunity to address this concern and regret that an amicable resolution could not be attained at this time.    

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