Rogers Communications
Reviews and Complaints

Hi,

My name is Ping and I am the following ignite internet account holder [protected].

I was in a Rogers store at the following address: 100 Bayshore Dr Unit T52A, Nepean, ON K2B 8C1, and it was 09/16 shortly after 9:00AM. The reason I was at the store was to check on my ignite service cancellation status since I moved to another service provider.

My inquiry was about a cancellation request. The representative named Ayesha was sitting in front of a computer when she checked my address et.al., and she asked me to show her my driver's license et.al.. Then she was telling me the service under my address is under another person's name, which got me confused since on Roger's ignite bill and the interaction I have with Rogers all the time has been always me. And when I asked her to check further, she was saying she cannot reveal any further info otherwise she will loose her job. And at the point she was very inpatient and then she showed me the post on the zero rude language tolerance policy and ask me to leave the store. The strange part is that I have never using any rude language but rather than just verify the account info and the status of a service cancellation order.

And I have been with Rogers for decades on internet, and also my family also uses Rogers wireless service. And we have always received good service with Rogers. However, this incidence I have experienced put the worst taste with my entire experience. And more, such behavior and particularly refuse providing service with lacking of professionalism and perhaps basic knowledge working as a Rogers rep. This will damage Rogers' image for sure.

Many thanks for reading this e-mail and all the best.

Ping

i had requested for Rogers Home ignite cancellation since I was moving out of town, but after learning about the $300 cancellation penalty, i decided to find someone to take over the contract instead of paying this penalty. i quickly called Rogers in 2 days and requested to avoid the cancellation as i had found someone. However, due to repeated requests and calls, the matter is not solved yet and despite confirmations from Rogers agents in the last 30 days, Rogers has recently sent me an email about the cancellation of my home ignite. below are the timelines

Rogers Account no: [protected]

First Cancellation called made on Aug 8, 2023

Second call to Cancel the Cancellation made on Aug 10, 2023

Received Mail from Rogers regarding setup on Aug 15 regarding technician arrival on Aug 16

(Since I am outside the province, there is noone who can be available to attend the technician)

Aug 15- Called Rogers again to let them know i was not in city and wont be returning for another month. The matter was settled by Agent and confirmed that my service will remain active and a technician will reset the modem virtually. emails sent to me about settlement of matter.

Sep 7 : Received an email from Rogers again regarding the cancellation of service after i had called them.

I dont understand what is wrong with Rogers. I don't want to Pay any penalty and would like to completely cancel my services with them as this has become a nuance for me.

In August 2022, one of my cellular accounts was billed $500 for data overages and another was charged $140. I subscribe to Rogers Internet and wifi as well and both my daughter and wife both use this when home (My wife works from home so only goes out for groceries, etc. and my 12 year old daughter was home all of July/August and is "autoconnected" to our home wifi) to avoid these types of charges. Neither was provided a notification of their overages nor did they approve the continuation of charges via the text from rogers on each of their phones (which I thought was to help mitigate these situations in the first place!). I called into customer service and got no help and elevated it to a manager who said "that their algorithm could not be wrong and I am responsible for the charges." I recorded this conversation for reference after he provided this response.

Billing - Nov 5- Dec 04 2022 Dispute

My name is Bardha Zani, Please see my notes below regarding disputing billing for amount of $106.

I have cut Rogers Service since Oct 2022.

Rogers Service was disconnected on the Oct 15 2022.

Oct 20, received notification to return equipment in 7 days.

Equipment was returned on Oct 24 2023 Tracking # [protected]

Last payment was done for period Oct 01 - Nov 04 2022 , and never received a credit for period Oct 16 to Nov 04

However, Rogers have billed for Nov 05-Dec 04 that I did not have the service

I called Rogers on Dec 2022 or Jan 2023 (exactly do not remember the day) , spoke with Manager to solve it . She told me that she will notify billing department to remove the amount

Even I spoke with Rogers, the billing continue to come and they have send it to Collection agency .

I received e-mail form National Credit Recovery to collect the money that I do not own to Rogers, Rogers own me a credit

On Sept 02 2023, I called Rogers to solve the issue , Interaction number I2085260279. The representative was not able to help by herself and spoke with her manager . The reply from manager was that I should pay the amount without any explanation .

I am writing this letter to formally lodge a complaint against the unethical sales practices and subsequent account issues that I have experienced with Rogers Communications. A nearly identical letter was sent by mail nearly 2 weeks ago, but I have not received a response. My interactions with your company have left me deeply disappointed and frustrated, and I believe it is important to bring these matters to your attention in the hopes of finding a resolution.

On February 7th, I encountered two representatives from Rogers at my residence. The sales pitch they provided seemed appealing, as my previous "new customer" promotion with another provider had recently ended. Despite my clear and repeated request to review the offer with my husband before committing, the salesperson persisted in attempting to finalize the deal.

I felt increasingly uncomfortable during this interaction, especially when the salesperson requested access to my apartment. Given my personal history of PTSD and the intimidation I felt, I denied their request. They were already out of the cold, why did they need to come up to my suite? Eventually, the salesperson agreed to email me the offer, and I explicitly clarified that I was not signing up for any services that day and that no credit check or commitment was involved. I explained again that I needed to discuss this with my husband. To which the salesperson replied that they "understood," and he was just creating an account so the next representative could reference the offer that was discussed.

To my astonishment, 20 minutes after they left, I received an email confirming that I had supposedly signed up for Rogers services. Subsequent communications on February 8th confirmed the services I had allegedly subscribed to. This was contrary to our agreement and the assurances from the Salesperson during the conversation on the evening of February 7th.

Following this error, I spent considerable time on the phone with a Rogers representative on February 8th, who assured me that the situation would be rectified, and everything would be cancelled. I provided the salesperson's name and received a reference number outlining the details of the call for my records. The Rogers representative appeared genuinely apologetic for my experience, I was left feeling relieved.

However, the situation took another turn for the worse when I received a bill from Rogers on March 23rd, despite having everything cancelled and reversed on February 8th. The confusion continued when I contacted Rogers, only to be told that my account was still active and I was simply "rescheduling installation", which was entirely untrue. My attempts to escalate the matter to a manager for resolution were fruitless, and my account ended up in collections due to unpaid bills for services I never used or intended to use.

I am appalled by the predatory and unethical sales tactics employed by the representatives who visited me, as well as the subsequent mishandling of my account and billing issues. This experience has left me disillusioned and frustrated, and I am writing to formally request the following:

1. An immediate investigation into the unethical sales practices employed by the representatives who visited my residence on February 7th.

2. A thorough review of my account and the cancellation process that was allegedly carried out on February 8th.

3. Immediate removal of any outstanding bills associated with the unauthorized services.

4. A formal apology for the distress and inconvenience caused by these issues.

5. Assurance that my account will be permanently closed, and no further collection efforts will be pursued.

I expect a prompt and comprehensive response to this complaint. I am prepared to explore further options to address these concerns, including escalating the matter to relevant consumer protection authorities.

I believe in the importance of ethical and transparent business practices, and I sincerely hope that Rogers Communications will take appropriate actions to address and rectify the issues I have outlined. Thank you.

I have contract with Rogers for 3 years for my internet, Suddenly this Wednesday, I got a message that my account has been cancelled and this is final bill and you have to $406 as early disconnection fee. Rogers already deducted the same amount from my card.

I was surprised since we never cancelled our internet, After talking with multiple Rogers agents, I tracked the down the issue that some random guy by mistake gave my address for moving in and Rogers thought that I am moving out and cancelled my account automatically without my consent. They should at least ask once if you are moving out or not.

After chasing Rogers for 3 days, multiple tickets being raised to reactivate the internet but they were closed for no reason without reactivating internet. Our home is dependent on WIFI and me and my wife both WFH.

I am feeling helpless after chasing Rogers from past 3 days, my money got deducted from my bank account and my internet services are not revived.

two days ago a sale rep knocked at my door convincing me to cancel my internet with Bell and switch over to Rogers. she had said that Rogers was offering Ignite Internet with cable for around $80 a month with no locked in contact. I was interested and signed up. after two days i later found out that she had lied. .now i'm trying to cancel my service and getting the run a round.. i need help to cancel my service.

In the process of renewing my mortgage, I noticed a Rogers account filed as derogatory. I believe this account was settled and my review of payments made to Rogers supports my claim.

I have been reaching out to Rogers for over two months with no help at all. I have spent countless hours on hold, hung up on and treated poorly. I have been a loyal Rogers customer for twenty years and I am so angry, disappointed and taken advantage of because I am chronically ill. Rogers refuses to show me proof of this supposed debt and refuses to verify their accounting records. Payments were made through in-store Interac and not tied to specific accounts, I had more than one account for no good reason, I assumed all my services were under one account.

I have my banking records to show my payments and based on my calculations there should be no outstanding debts. Rogers Credit Operations told me that they wouldn't help me and I should "forget about it". I refuse to because it is impacting my credit rating and ability to secure a better mortgage interest rate. This is a serious matter and Rogers doesn't care. I don't know where else to turn.

Hi,

I am Ashna Wilson, would like to make a complaint about the connection that I made on May 14th 2023, when I bought a new phone from Best Buy , Kitchener. I ported my fido sim to Rogers during that time expecting a student plan from Rogers. But I was completely dissatisfied with the Roger's service as I got enormous bills for last 3 months. When I contacted best buy last day, they revealed that it was a mistake from Rogers end that they did not provide me a student plan eventhough, best buy requested to do so.

Being a student, this bills created a great financial burden for me.

Hope you will do the needful

Thankyou

I have been a Rogers Customer over 15 y and witnessed the rotting away of their customer service. I have never been treated so badly by a service provider I’m in tears right now. 2 weeks I’m on the phone with them. Different agents, several managers. Hours on hold. I have been paying for premium device protection on my phone. I go to fix my slightly cracked screen so I can return my device to Rogers and upgrade. I’m told my phone is not covered. I spent hours talking to Apple care to agents. It was evident the problem was on their end. I would call back just to be passed on to someone else. I was just told that it’s supposedly fixed. Before I got transferred again, I brought up my second issue and I asked them to waive my activation fee as I was promised my the agent. The manager started to argue and gaslight me. It’s not my fault the agent didn’t do it it’s not my fault there was no note of it. That’s why calls are recorded! I politely said ok no problem pull the call I just want what was promised to me. Keep in mind at this point over 2 weeks I’m passed around regarding my main issue. 2 weeks they play the blame game. 2 weeks on hold and at the Apple stores.

A good manager would have offered to waive half my bill just for the huge pain and inconvenience it’s been! a good manager would try to treat their loyal customer with care! I didn’t swear or call him a bad name

I got emotional and frustrated and he hung up on me when I was just about to be transferred to the Rogers Insurance people So they could confirm my issue was fixed.

He did this over 60$! A 30 billion dollar corporation. I’m in tears. I keep opening lines with Rogers and they keep treating me worse and worse! I was so patient

No matter how much they failed me I still called back patient.

Now I’m taking this all the way. I will go to news outlets if I have to be heard because it’s a sin to bully people like this.

I’m so upset. They don’t care if you cancel. Which I’ll have to do I’m sure.

I was forced to migrate to Rogers from Shaw.

At Shaw I had 5 lines. 'Rogers sent me one that is called a multi SIM. I called Rogers to get the 4 SIM Cards for the other 4 lines.

I talked to 13 people, send to Technical Services Rogers and Technical Services Shaw, hung up 2 times, promised 4 times. Waited 3 weeks for the SIMs, told 5 times it was being sent. Spent over 15 hours with people with such strong accents, and was abused because I could not understand them.

People I talked to: Alisha, Swati, Kaiam, Ollivia, Kolsuma, Ramaneer, Alena, Navlod, Tanveer, Joy, Rogers technical Rogers and Shaw technical Support, and a Shaw technical Support that introduced themselves as Rogers, and when I told her she said she was Shaw, she appologized and said she was really Rogers.

After all that I am still waiting for Rogers to honor my Shaw conditions,''

And I did not ask to be migrated to Rogers, they did it without my permission.

The problem start on Wednesday night July 26

At around 5 pm in the SIMCOE DISTRICT ONTARIO and the outage was till Friday July 28 2023 till noon 🕛 time

In the meantime I called 3 x rogers for verification of the problem and with out internet we can’t do anything in this world 🌎 now

I lost time at the music class and zoom meeting with immigration Canada it’s was the most important call for family

NO INTERNET WAS ON THOSE DAYS

I DO HAVE PROVE THAT I CALL ROGERS

BUT THE MANGER ( MICHEAL) DIEND

THE CALL

It’s very important for rogers to follow guidelines and rules with consumers

Here’s is the interaction number

I [protected].

If the rogers customer relation has issues with me than contact me as soon as possible

PLEASE TEACH YOU STAFF AT ROGERS

WHATS IS THE DIFFERENT BETWEEN A

CUSTOMER SERVICE & CUSTOMER RELATIONS

JUST DONT HIRE PEOPLE with not giving them properly training

Call me anytime if you have any questions

Rd

For well over 17 monghs, I have experienced slow internet, .07mbps, dropped calls and delayed texts. Rogers said it was due to the storm during the 24th of May weekend 2023. It existed, at least, 4 months prior to that. I reported it during that time.

Serveral people in this area are having the same issue. I have an open ticket on this and the problem extisted a long time prior to this. Rogers acknowledges nothing in the phone calls until I tell yhem that I know there is a new tower being built but not completed since a year ago August. They deployed a portable tower which increased my reception to 1.1mbps. I called repeatedly and they supposedly redirected that tower and the signal got worse, back to .08mbps. I calledxagain this week and the portable apparently was damaged in another storm.

I called initially weekly and now, monthly. No changes, just lies, that they tell me everything is working.

No time frame for repair. I still get a full bill monthly, for services that they are not providing. Only once there is a full resolve to the problem, do they acknowledge that I have been overcharged.

Stuck in a dead in loop.

For over a year I have spent countless hours on the phone to get my refund owing. Instead I am being charged an amount owing and a collections agency is contacting me. Every single rogers employee I call agrees with me and says they will fix the issue, but it never happens.

I cancelled my rogers account for April 4th 2022 and it was confirmed all was good, it would be cancelled through the back end and I would get a refund for advance payment in about 60 days - ref [protected]

* Called back a few times and was told to wait the refund will go through

* Oct 3rd 2022 no refund and I was getting a bill for an extended timeframe past April 4th. I was told it was being processed and they are fixing it and will mail a refund ref I1898258702

* Nov 24th 2022 no refund and was still getting a rogers bill for an amount owing. Called and was told they are fixing it just give it time to go through I1925963057

* Feb 13th 2023 Again was told they will zero bill and put an investigation into a refund case# C184927905 ref# I1969225183

* Mar 30th no refund and getting notices from credit agency of an amount owing. Called rogers and they said they would issue $134.07 credit and cancel any amount owing ref I1992848819

* May 9th still getting credit agency notices was told they would fix ref I201465428

* June 7th was told they would call collection agency and stop harrasment and that the case was approved on may 10th case # C187571911 ref I2030800931

* July 26th still getting collection agency emails of an amount owing and no refund

The ineptitude and lack of response is staggering.

I have a 4 month long battle with Roger's. Just simply asking for documentation to verify details was a no go. After countless attempts to contact them they refused me managers and supervisor and will Leven disconected the call on me. Even putting in a form to shedule a meeting with a supervisor i would never be contscted.I would be forced to change the subject because they would side track what I was originally calling for. This has gotten to far as they have now enabled harrasment, and will be reported to the bbb, crtc and the consumer affairs office.

There are two Rogers Communications green terminal boxes located in front of my house, one on each side of Lehar Crescent (North York, Ontario M2H 1J4). In May/June 2022, Rogers technical staff ran a thick cable on a temporary basis from on side of the road, though the trees, to the Rogers box across the road. The way the two Rogers boxes were connected looks very unprofessional and contrary to the City of Toronto standards. Whenever there is a storm, tree branches may break, and there is a strong chance that the Rogers cable will hang/fall down, becoming a serious traffic hazard. This unprofessionally run cable also looks very ugly, impacting the areas aesthetics. I request Rogers to kindly fix this problem on a priority basis. If they need to connect the two Rogers boxes across the road, it should be professionally done (running the cable underground, as Rogers, Bell, and other communication companies normally do). I hope, like a responsible communication company, Rogers will address this issue on a priority basis. If this does not happen, I'll have to bring this to the attention of the Rogers President's Office, City of Toronto, and the Area Councillor. Thanks.

SHARON D. JANZEN

255 Queen Tamara Way SE

Calgary, AB

T2J 4E6

July 3, 2023

Rogers Communications

333 Bloor Street East

Toronto, ON

M4W 1G9

ATTENTION: CUSTOMER SERVICE

RE: BAD FALL IN ROGERS STORE SOUTH CENTRE MALL

NO ASSISTANCE FROM STAFF

This letter is regarding nasty fall at your Rogers Store in South Centre Mall at Calgary, AB. I needed a SIM Card put in my Samsung Cell phone. Once the SIM Card was replaced, I was leaving the store.

Upon leaving the store, I suddenly fell flat on my face banging the right side of my face on the tiled floor and door casing. I was hurt and bleeding. A Rogers Customer came to my aid and asked me if I was all right. I was in a state of shock and asked if the customer if there was blood on my face. The customer confirmed there was no blood on my face.

When walking down the mall, my elbow was hurting badly in addition to my right eye and cheek bone, resulting in a Dollarama purchase of bandages.

MY CONCERNS

Two of your staff members DID NOT COME TO MY AID. Not one of your staff members asked if I was all right. I am certain this is your ROGERS POLICY, but it is not a very honorable way to run your business. I am uncertain how this action enhances your organization. I was hurt.

You are probably asking the following questions:

What kind of shoes was she wearing? My shoes have rubber soles.

Were you not watching where you going? Yes, I was.

Page two cont’d

Rogers Communications

333 Bloor Street East

Toronto, ON

M4W 1G

Page two cont’d

July 3, 2023

I did not ask to fall in your store. The floor tile is the same as in my kitchen and has not caused me to fall at home. However, whatever is used to make your tiles shiny is also making it slippery in my opinion. You need to check your video that day as it shows what happened during my fall.

I find it extremely troubling your staff did not appear concerned regarding my well-being. How can you help? Your response to this matter is most appreciated. I can be reached at [protected]. I would appreciate a response to this letter. It would be a shame not receiving a response from you as actions or lack thereof, are indicative of character.

Yours truly,

SHARON D. JANZEN

/sdj

Attachments

I ordered the Ignite package back in February and I called the next day I cancelled it as I had lost my job. The equipment that was sent to me was never removed from the box and was sent back to them as soon as I got it. In June I start to get emails about past due payment on the account I closed back in February so I called them and it turned out that they did receive the equipment but they didn't enter it back into their system and tried to charge me for the equipment. So the charges were dropped. I still continued to get emails, texts, phone calls, etc. about the charges so I called back and it turned out they still didn't close the account so the account was closed and it was verified that the previous charges were dropped already. Today a day before July 1st I get an email and two calls saying that they cancelled the account and the next steps is a collection agency. No one deserves to be treated with harassment for something that doesn't exists! Roger's please stop harassing me for no reason!

The rogers customer service specialist booked an appointment for installation of

Rogers ignite internet service for my home on june 28-2023 at 4 pm. I have received too many same email confirmation for my appointment. However no one came to my house or called me if this appointment was cancelled or not.

I have called them back too many time but rogers customer service staff are not tried to find the problem or resolve the problem. I have waste my time more than 1 hours to communicate with them but not success.

My service was suspended due to non payment, I did not receive any notice or any bills. However, my wife and my daughter seems to receive emails regarding my bills. I find that strange. So I decided to try to contact your office, but your staff is unprofessional and qualified under trained and did I mention unprofessional. They think they can handle all calls, but they cannot. They continue to repeat the same questions looking for a different answer. When you request to speak to a manager they put you on hold and come back and ask you the same questions again. Then they transfer you to customer care who repeats the same questions over again, and refuses to transfer you to a manager. Now they realize that you were upset and they wasted your time they want to transfer you to cancellation department instead of a manager because they have no manager on stuff so they say. For a multi billion dollar corporation you don’t have one manager to speak to a customer I find that very strange and again unprofessional. However, I don’t manage of multi billion dollar corporation nor do I have any interest in it because obviously this seems to be quite difficult. Anyways, the quality of service that I receive, and other clients of yours receive is atrocious. You are only professional training and perhaps take some lessons from Bell Canada. Which, by the way, is who is replacing you for my Internet services.

Nana, Nana Nana Nana hey hey goodbye.