Rogers Communications
Reviews and Complaints

In early april 2008, rogers communications launched a telephone spam attack against both my rogers cell phone and my telus land line.in spite of many written and verbal complaints about this to rogers, this attack is still going on 32 months later. Except for sundays and legal holidays, I get at least 3 calls from rogers every day. Some days as many as 6. I have informed rogers and their agents many times that I do not want these calls, that they are engaged in phone harassment. But rogers will not stop. The total call count is now around 3, 000.

33456 Skill2Thrill Complaints - unsilicited textmessages and °84040 TMG SMS Trivia Games @ $2 per message are marketing consultants used by Rogers Communication. I responded to a flyer which indicated that I was being rewarded for being a good Rogers customer. The invitation was to enter my cell phone number for a chance to win an I-pad or some such gadget. Trusting that rogers doesn't normally cheat customers I entered the information and then, reading further down the page, I was asked to subscribe to some daily texting. As my only intention was to respond to Rogers free offer I closed the webpage and forgot the whole thing.

On three months (Nov, Dec and Jan) I started receiving daily text messages such as - Is the sky blue? Text a for yes or b for no. I guess this is the skill TMG (ROGERS) is referring to. I deleted all of these texts as I received them and never responded to any. However, my Rogers bill shows a daily $2 charge for each of these so-called skill testing questions that were sent to me despite the fact that I don't want them, didn't ask for them and and never responded to them.

Now I want a full refund. The TMG (ROGERS) representative apparently doesn't handle refunds and referred me to this site. it is not fair, this company is really cheater and dirty company. I'll sue them if they will not pay me all of those damn money

On the internet, up popped an offer from Rogers to win a prize. I thought I would try and entered. Then I started receiving text questions to answer. I don't even know how to use my telephone for texting. Then I received my bill, normally paid automatically on my credit card charging $32.00 for wireless usage, 16 calls at $2 a shot. I didn't sign up for this. If there was a warning it wasn't at all obvious. I phoned to stop the pestering, which they did, but I' still out at least $32.

I have cell phone with Rogers. Last month 4 days before invoice date I checked my wireless usage and there were 20 mins left. I controlled my usage for 2 days, spent no more than 7 mins, then weekend came (for wich I have unlimited use). In the bill they charged me 58 mins overuse.

Now, yesterday checked my usage: 34 mins. Since then haven't use the phone AT All. Today they show 59 mins.

First they started with messages, charging me with more than I received/sent. If you turn a blind eye to $1-2 fraud, they go more brazen.

Seems like they want to collect money to pay Gabriella Nagy $600K.

Photos: as you can see, there were no calls during Oct 7, the only answered call on Oct 8 was 1:05 min long and it cannot count anyway since the last usage update was before (check date and time at the right bottom corner of the screen). And now compare with the usage they show on-line.

Why not to go for a Rogers wireless contract:

To Rogers, a good customer (who pays his/her bills on time for years) does not mean anything. They would rather screw you over for a few more dollars.

I am complaining about the wireless cancellation policy of those ridiculous providers here in Canada.
Before my contract's term was over (in November 2010), I cancelled/switched to another provider. Now Rogers is charging me 100$ early cancellation fee. Recently those fees have been outlawed in Quebec (Bill 60 which came in effect on June 30, 2010).

Asking Rogers politely to waive that fee resulted in the following email conversation:

[...]Unfortunately, we cannot waive the charges as they are valid and are in accordance to Rogers' terms and conditions. For more information about our terms and conditions please visit www.rogers.com/terms .
Early Cancellation Fees are mandatory and applied to all wireless accounts that are on a contract. The fee is $20 per month for the remaining months of the commitment. The minimum fee is $100 and the maximum fee is $400.[...]

[...]In your previous communication you noted that there is new legislation forbidding early cancellation fees and that you would be handling the matter to your lawyer.
The legislation that you are referring to is Bill 60 which came in effect on June 30, 2010. The new rules only applies to agreements taken (or renewals agreed to) on or after June 30, 2010. Since the original commitment had been agreed upon xx/xx/20xx, the early cancellation fee is valid.
For more information more information on Bill 60 and its impacts, we kindly ask that you visit the "Office de la protection du consommateur" website at http://www.opc.gouv.qc.ca/Webforms/PlanDuSite_En.aspx [...]

[...]Upon review of your account and the information provided by Andre B, the
charge for Cancellation is accurate and we would be unable to reverse
any charges on your final invoice.

Further review of your account shows that you accepted a special
Hardware Upgrade at which time we had provided a substantial subsidy for
that device [authors comment: the cheapest that was available at that time, by the way]. By accepting this offer on xx/xx, 20xx you were
renewed for 2 years. My review also shows that you accepted a
promotional price plan which offered subsidized services compared to
regular services that are offered. These combined changes to your
account have been reflected on your monthly invoices as changes to your
services and as such by paying for the service shows your acceptance of
our Terms of Service which are provided to you monthly on Page 2 of your
invoice.

Regretfully [..] we will be unable to adjust this charge therefore
the balance on your account of $xxx.xx is due by or before xx/xx,
20xx. Any balance unpaid after the due date will be subject to a late
payment charge of 2% per month compounded monthly (26.82% per year)
until paid in full. Please note that if balance is not received your
account may be forwarded to a collection agency which may negatively
impact your credit bureau.[...]

[...]Rogers provided a discounted phone to you for $xx.xx on
xx/xx, 20xx. When Rogers purchases phones from a manufacture we do
so at full price. We will subsidize the cost of phones when a customer
agrees to a new term or contract. The retail cost of phones range
anywhere between $200-$1000 depending on the type of device such as
Voice, Quick Messaging or Smartphone. This phone was substantially
discounted and therefore the Early Cancellation fee is applicable and
will not be adjusted.[...]

My response to this included:
What are you trying to say anyways? That I should be grateful for having been allowed to pay for my old contract and I should be grateful for being charged 100$ for nothing? If I could, I would very much like to speak to your supervisor but I guess it is not really your fault but more a company wide policy to try to exploit customers as much as possible.

Response:
[...]As Steve has advised in the previous emails, the early cancellation fee is valid and will not be waived. We appreciate your past three years with Rogers and the final billing due is $123.40.[...]

So please everyone, do NEVER EVER sign up for a contract with Rogers. They should be taught a lesson and I will try everything in my legal power to make this the a bad experience for them!

regards
Ronny

I have rogers wireless services for last 4 years from the time i came to Canada as Immigrant.

This how they treat you ? its really sad but thats the truth since this is one industry which is run by only few companies and they think customer is just a number to them.

Yes a number . I was thinking of upgrading my phone since it was not any good . So i called Rogers sale & they showed how can i upgrade my phone to I phone and bill will increase from $ 51 to $70 with tax. I explained to the sale girl that i donot use this hone that much so do want to spend too much .

My last services had $ 30 plan & caller id service for extra $ 8 . It took at least 2 hours for her to make the deal and she explained me that the upgrade will only cost me $ 70 with tax in total.

To our surprise when using the phone when ever we received calls it used to be unknown call . Hence I called back to Rogers & thus they tell me I donot have caller Id, it will cost me another $8 / month for that service.

Not only that none for the service representative acknowledged that it was a fault on the sale rep for not explaining thing properly but they have one word" we apologies ".That is, now if I want service pay more >>>.
This is good exmple how to treat customers .

Yes I have to stick with Rogers as I signed a contract, but they lost me forever.

you can run your business on thinging customer as number but Iam sorry this will not last long.

FROM A CUSTOMER or A NUMBER ?

i has been 1.5 years since requesing a burial of a cable wire. Rogers had a crew finally try and dig the wire but after 6 months it was december 200 9 before they attempted...and crew (dueto cold) left the wire above ground threw my tree ..around my pool and sticking out from the corner of my lot. 8 months later August 2010 still not buried after numerous equests. A Monopoly company with no competition in Ottwa Ontario. SERVICE SUCKS

I am into my second year of a two year Rogers contract with their Rocket Stick.
About a month ago I called their customer service department to look over my billing to see if I am in-line with the usage I signed up for because I thought my bill was too high.
The customer service person re-evaluated my bill and made me aware of a change to the contract I originally signed up for, advising me that I have been over-charged by $10/month for the past 10 months.
She was kind enough to adjust my bill with a credit. I then went to use my stick a few days ago and realized that my data plan had been cancelled. After several calls to Rogers and several hours of being switched from person to person, I finally got my plan working again.
My complaint is the following:
If I hadn't used my stick, I would have not know that my data plan had been cancelled, but I would have been billed on a regular basis.
And my second and more important complaint...how many other customers are out there and in the same situation as myself?
I took it upon myself to have my account re-adjusted, but how many customers out there are paying that extra $10 every month?
I asked the customer service department that question...their response to me was "We can only make those changes if they are brought to our attention".
How sad is that! A company with the technology of rogers cannot find a way to track down all those customers and credit them?
If you know of anyone out there that has signed up for a Rogers Rocket Stick contract in 2017, please forward along this information.

well I sent them payment for 2 accounts and they calle d me and said send the whole amount and then had a law office write me letter saying they want me charged for fraud and now they say they will not offer me service till all bills paid for and then now want me back as a customer all I can say is forget it U wont get me back after the bills are paid but hard to pay off when U refuse the small amounts like 50 a week or a month or 75.00 so ur loss not mine I tryed to make arrangements folks be aware they are scammers and herass.

I've been paying for a Rogers Pay-As-You-Go cell phone for my mother for about 6 years. She is elderly and this allows her to have a "lifeline" if she is out of the house, but she does not use the phone very often. A couple of days ago, she tried to make a call, but it indicated there was zero balance.

Checking the Rogers web site, it showed that up to early February, 2010, there was about $109 on the phone, and I had it set to top-up from my bank account every two weeks. In early February, Rogers, without explanation, cancelled the entire balance. Furthermore, they happily accepted the three payments from my bank account made since then, but cancelled this balance the very next day.

I contacted Rogers by phone, but they simply put me on hold for 20 minutes then hung up on me. Next, I tried their web "customer service" and was informed that they had changed the minimum top up to $20. They had my mailing address, my e-mail and the number of the cell phone, but made the conscious choice to not inform their customer so that they could steal the $109 on the phone account, and furthermore accepted the top-ups three times and immediately cancelled the balance without informing their customer.

Poor customer service can only be pursued as a civil matter, but accepting these three payments and failing to provide any service whatsoever for these payments transforms this to fraud - a criminal matter. That is how I will pursue this.

I never agreed to having Trivia questions. Have been billed for them since November on my cell phone bill. Every time I received questions, I deleted them and did not know I was being billed for them. My husband pays the bills and I discovered these charges when I looked at the bill and wondered why I was being charged. I hate Trivia questions and would never sign up for such a thing! Why have I been billed for these questions as I want nothing to do with them?

The moral of this story is: Check your statement, and check it completely. Rogers Wireless is ohhh so sneaky!

Most Recently.
I purchased an iphone on contract from Rogers. The phone broke and aftera two week delay (they cited replacement shortages), the sent me a broken replacement.

I called, complained, and they sent out a replacement for the replacement by Canada Post. I promptly packed the broken replacement in the same box and shipped it back the way I got it. Turns out, they claim they never received the phone and according to their records, the packing slip was for Purolator or some other delivery method.

They sent me a letter saying they hadn't received their broken replacement, and would bill me up to $600. if not received within 15 days. After 15 days, they charged my account $750. Yes, that's a $750 charge for a phone that never worked, which I sent back to them!

The real rub here is that I have no choice but to pay for a broken phone that I never wanted, and gave back to them too, in order to keep my phone service connected. lol.

Before this latest incident, Rogers has been billing me monthly for text messaging. Some months, my text messaging fees were as high as $125., and I averaged about $80/month in text charges over a two year period. The irony is, I had added the unlimited text messaging service to my plan and they were also charging me monthly for unlimited text messaging. Approximately every three or four months I would have to call Rogers and spend an hour going over my statements with them, and request a refund for the overcharges. And then like clockwork I would call back again and complain because they conveniently forgot to adjust the interest and tax charges accordingly. This went on for nearly two years. No kidding. In total, nearly $2, 000 in text messaging overcharges.

There's some good news to this story though. Since Roger's wireless tipped me off to the fact that Rogers is proned to overbilling, I also took a look at my Rogers Cable Television Bill and discovered that they've been charging me for additional cable outlets that don't exist, and they've been charging me these fees for over three years.

PAY ATTENTION TO YOUR BILLS PEOPLE!

I spoke with a Rogers Wireless rep this morning about "saving money" on their Family Plan. The rep assured me there was no renewal of the term. When I went to the Rogers Wireless store to complete the transaction, I was told I would have to renew my contract for three years. I left the store and called Rogers Wireless again, this time I was told I would only have to agree to a three year data plan for both phones on the Family Plan. As we worked the numbers it was obvious no money would be saved by using the "Save money with Rogers Wireless Family Plans" as stated on the web site and promised by Rogers Wireless Reps. The $100 dollar plan would cost $40 dollars more than simply using separate plans. The obligatory three year term comes with no subsidised phone, accessory or any other value added consumable. And all other "Competitors" have exactly the same tricks and prices?
This is price fixing plain and simple. This is bait and switching and misleading advertising. Should I call the police? our Government is turning a blind eye.

The Rogers Video Store in my neighbourhood have sent my file to a collections agencies no less than 3 times since the Spring of 2009. The reason for my being sent to a collections agency is because they claim I failed to return DVDs. The irony is, each time I received the letter notifying my I had been taken to collections I immediately had the Manager of the store go to the shelve himself and retrieve the DVD.

I all cases the DVDs were found on the shelf and I was sent to a collections agency for no reason at all. I have now a record on my Credit Report that I've been reported 3 times to an agency. Thank you Rogers.

I attempted to contact a headoffice for Rogers Video, only to find out that I (the Customer) am not permitted to contact Rogers Video Headoffice myself. I need to submit an email and they'll contact me. Well, tried that twice and the 'headoffice' didn't have the courtesy to contact me at all.

Today I went in to rent some titles and I have more charges on my account. I paid the charges, pending a discussion with the manager so that I didn't get reported to the agency again. The odd part of this situation, the DVDs were returned on the system within minutes of them being rented again.

Customers beware of Rogers Video and the smugness of their employees. You're going to get ripped off and you're going to have to pay for it for a long time.

As it stands now - I've made arrangements to move all of my business (Cable, Phone, Internet, Cell Phone) from Rogers Communications to a competitor willing to exceed my expectations as a Customer.

I was outside Canada until September 4th. I activated my cell phone exactly at 4pm same day.
When I received the bill for my wireless service a was shocked there was 43 sms sent from Canada to US. I called them and I said I didn't send them. I asked for the date of sending IT WAS SEPTEMBER 3rd. I was really shocked. My phone and my SIM card were with me all the time. I was able to cancel these charges, however it happened again in the next billing cycle but on a smaller scale. I got now only 4 sms from Canada to US TO THE SAME NUMBER. I called them again and was able to cancel it. HOWEVER, they said it is the last time they will do it.
What the heck is wrong with them, first they charge me for services when I was outside CANADA and then the same thing happen and they tell me it is my responsiblity. THEY ARE TOTALLY ILLOGICAL they want to charge me for service I didn't do. WHICH is very clear that is there own fault.
IMAGINE, I WAS OUTSIDE CANADA and SOMEHOW 43 sms were sent using my cell phone.

HORRIBLE CUSTOMER service and HORRIBLE Company. AVOID it if you can.

I received my visa bill a few weeks ago and found out that Rogers had billed me over four hundred dollars on my VISA bill. I had upgraded my service but some idiot at the company made a mistake and charged me a whole bunch of cancellation fees, even though I am still with the company. After many long phone calls I finally was able to to convince the idiots that they were wrong. So they credited me with over three hundred dollars in a refund. However, I was told by one of their agents to call my credit cardit card company and get them to return the money to my account. When I called CIBC visa, the lady laughed at me. She said Rogers have to put the money back on my card. When I called Roger's back, it seems as though it is a hugh prolong process to get them to put money back on your credit card. It's like they are doing you a big favor. They want to keep the money and not bill you for the next few months. This company is the worst to deal with. Half the idiots there don't know what they are doing. They put you on hold and run off to talk to someone. They will quickly bill your credit card but put you through the wringer to get your money back. I am still waiting on my refund. Bottom line: never give these idiots access to your credit card.

I was told by both rogers and fido retail workers that I would not be charged to switch back over from fido to rogers. I've was with fido for over a year, signed a three year agreement with rogers, kepted the same phone number, name, address with rogers and this is what I'm told is the way, not to be billed for switching. I had my bill added to my boyfriend's. Why not get one bill instead of having two sent to the same house. Especially when you are told by rogers retailer that will be no problem with fido. To find out that was not true. The sent a bill for over $400 because I did not have a separte billing. I called and had both of the retail stores called fido they were told everyone to bad we won 't do anything. Everytime I called the call center people were completely ignorant, except for one guy and two retailers. (talked to 7 people) More than half being rude is not a good sign. In my personal opinion fido and rogers call center, managers, and supervisor are not properly trained in good customer service or even there to try to help you, when their own employee's screw up!

*IN MY OPINION BEST OPTION IS NOT TO GO WITH ROGERS OR FIDO THEY ARE THE SAME COMPANY AND I PERSONALY FEEL LIKE THEY COULD CARE A LESS ABOUT THEIR CUSTOMERS! MORE PEOPLE SHOULD COMPLAIN TO THE BETTER BUSINESS BUREAU SO THESE COMPANIES STOP MISTREATING THEIR CUSTOMERS

these stupid idiots that work at I Core are really stupid and very unprofessional idiots. Some one purchased a cell phone from rogers canada under my name for over $800.00 and I have told them over 20 times that I did not order the phone and they continue to call my cell phone at least 7 times a day It is time the police were called in for harrasment this is enough Gerald Bloch Regina Sask

I recently signed new wireless plan from a Rogers phone rep. I spent 18 minutes on the phone getting the plan and cost explained in detail because it would be a corporate billing plan. Two days later my blackberry can as promised via ups, but the plan and cost did not jive with what was discribed to me over the phone. I called back to customer service and they could not trace back who the person that talked me to verify the plan and cost, I find this very strange, poor business practice, extremely poor management, misleading, phone taping is only used if its in Rogers favor and not in the customers. Has anybody else tried to complain about Rogers through the customer service contacts. I have and It's next to imposible because of all the dead ends you get from costomer service. I think that the CRTC should fix this and make rogers more liable with what they say and do, very poor business practice, YES I will go to another cellphone provider.