Complaints

• Initial Complaint

  03/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was looking to reduce my ***************** as it was up for renewal. I spoke to the guy and he was able to give me the exact same pkg for *** from the $*** I was paying and said that was the price for * yrs, so I signed up. Not even a month later, i'm told my bill is going up **$ and is more than previous. These tactics are very ************ and not clear when selling the services, as I would have switched providers, now i'm told I have a price increase and a cancellation fee if I decide to do so. There bills are misleading, the sales pitch is misleading, it's unethical.

  Business response

  05/09/2024

  We have spoken with the customer and have addressed their concerns. The customer confirmed they consider the matter resolved.

  Customer response

  07/09/2024

   
  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

  30/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  charged rental for ** boxes that I have owned for years and will not tell how long they have been charging me. told me they gave me two boxes in 2023 when new modem was put in , thats a ***, if their was boxes given to me they would be wireless I still have my **** and **** boxes with old cable. I would like to speak to management about this and more. phone no. *** ************ thank you

  Business response

  31/08/2024

  We have spoken with the customer and confirmed the matter is resolved.

  Customer response

  04/09/2024

   
  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

  28/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a * year contract with shaw cable(****/ ****** telecomunicatios).contract started nov.******* ends nov,*******.monthy fee $****** on july ******* **** withdrew payment from my credit card account of $****** as per normal for the august month term.on august,******* **** took another $****** for payment for the new billing cycle till sept***,2024.previous to this billing cycle was the *** of every month,as of august ** the new billing cycle is aug*** to sept ** of each month going forward.In my view **** has taken an extra * week payment,which is about$*****.I say that **** owes me a credit of ****** ..**** has done this to me the previous year before this contract but didnt catch it.i did call **** about this and they told me ********,about how 1st month payment is for the last month use....and they were happy to let me out of our contract for a $****** penalty......as a very good customer that i am,, having been with **** for several decades i am offended by this trickery (new billing cycle)

  Business response

  03/09/2024

  Spoke to customer and attempted to address their concerns; however, the customer remain dissatisfied and considered their complaint unresolved.

  Customer response

  05/09/2024

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

  **** representative made no attempt to resolve my complaint. He insulted me by giving me lip service. I also complained that **** took away one of my channels which came with my *year contract.channel *** ***** tv)has been removed ..with no offer to ad another channel of my choosing..but **** did say if I wanted out of my contract it will cost me $*** plus tax,penalty

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

• Initial Complaint

  16/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i had **** services for nearly *  years starting in nov 201* and i have canceled my services in Aug 202* and now * year layer they have sent my ''delinquent account'' to the Canada collections i always paid my bill as directed and i have been signed up for email alerts since the beginning of my service agreement.now, when i canceled the account i was expressly informed that the equipment was NOT to be returned due to its age. i also confirmed there was nothing owing on the account (you cannot close an account with an existing balance) and that was that now, 1 year later **** has sent me to the CCA for collections. i cannot access my **** bills either because the account is closed. when i try to call them to resolve this is issue (which according to ****** this is quite a common problem) i cannot get through to an agent to dispute this issue for any additional information please contact

  Business response

  19/08/2024

  We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB). We have reached out to the customer via telephone to discuss their concerns and address the issue regarding the final owing balance. They have been provided with the resources via email to make the final payment. Thank you

  Customer response

  25/09/2024

  Shock communications have my mailing address for more than a year and they were more than capable of delivering an invoice to my mailing address telling me I had an outstanding balance but they didn’t deliberately not send me a notice in the mail but instead, sent me to collections and only now that my delinquent account has been paid Have they sent me an invoice stating that the account that is zero dollar balance

  attached is the photo of the letter sent to me to my mailing address

• Initial Complaint

  16/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have always been a happy **** customer and had no problems, I certainly would never need to go this far to reach someone or get a reasonable solution prior to the ******/**** merger. I am writing to seek immediate resolution regarding issues with my **** **************** and account management.Installation Date: Business account #************* replaced Home Account #*********** services at its address?Account Discrepancy: Despite arranging cancellelation of services well in advance, to be terminated, the day prior to business internet installations, home services continued to accrue fees. I realised the issue due to having multiple invoices sent me, for varying amounts. After a personal oddit of ****** mail, I learned * accounts were not closed. This complaint represents one account. I made a series of calls to realise how detached each department conducts itself. A service **** entitled customer retention representative, on August **, 2024 claimed that I am required to pay charges through August due to there being no notes she could see indicating my cancellation. Its noteworthy, She did acknowledge, a return billing label for the equipment which she confirmed was returned. Although she understood my frustration, she also indicated that her supervisor refused to close the account due to a ******** accrued for non closure.Account Balance Issues: This was despite an obviouse overpayment on my part towards a bill I mistakenly thought was a valid service fee.It appears there is a significant lack of communication between departments, which is complicating the resolution process. I would appreciate your assistance in resolving this matter promptly. My goal is to address this internally rather than escalating it publicly through a BBB complaint pursuant to what I need to do for this to be acknowledged by this company and rectified ethically.

  Business response

  26/08/2024

  We have contacted the customer on the phone number provided and left a detailed message with our direct contact information. 

  Customer response

  26/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have not recieved a phone call from anyone trying to resolve this matter. I would like them to communicate through email moving forward since I do not wish to have any misscommunication moving forward such as what had gotten us to this point. I claim I communicated clearely to cancel services I was no longer using and they responded they have no notes of this confersation. It is very difficult to prove when they do not accept communication via email from customers and suggest, as they grow from recently aquiring Shaw Communications that they enlist a way for customers to start communication Virtually so to download their communication especially if the company of ****** has a tendancy to dissbelieve paying customers and favour their staff notes, a problem I never had with Shaw Communications. 
  
  Sincerely,
  
  ***********************

  Business response

  28/08/2024

  We have been in contact with the customer the address the concern brought forth and are working towards a mutual resolution for both the residential and business accounts.

  Customer response

  02/09/2024

   
  Complaint: ********
  
  I am rejecting this response because: The issue with continued invoices from my expired business account is unresolved, whereby the issue with my home account has been resolved. 
  
  Sincerely,
  
  ***********************

  Business response

  10/09/2024

  We continue to be in contact with the customer to address the ongoing concerns. 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been billed for services that have not been provided by ******/****. I canceled internet and moved phone lines to **** and the old provider ****/****** are still charging me monthly bills. I had a contract renewed without my knowledge. I was charged the remainder of a contract I did not renew. I can NOT reach the company to resolve

  Business response

  09/08/2024

  We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have reached out to the customer via telephone to discuss their concerns and resolved the complaint to their satisfaction. Thank you

  Customer response

  09/08/2024

  The complaint was in two pieces residential ************* and the business account *************. The residential executive department has reached out and we have cleared up stuff on that side they have also made a offer for me to stay with them as opposed to going somewhere else (to me this will depend on the business side). I have still not been in communication with *****'s business and now they have closed my account so I'm not even able to view anything online anymore. I am very concerned that with this lack of communication on the ****** business side they will be reporting to the credit bureau beyond ** day missing payment and That will then mean they will be required to report to the 3 credit Bureaus a correction note be filed claiming responsibility for the ** day or ** day late. Today I attempted to reach ****** after missing a call (THE FIRST CALL TO ME) this morning at ***** AM PST.  ***** times I called back and waited on hold as long as I had time inbetween appointments and reached no one before I had to go. When I was able to finally reach them at * minutes after two Pacific Standard time they were closed. The person that called this morning was I believe "*****" from ************** that reached out to me today and did NOT leave a direct return contact number. So when I called back I was sent around and around again only to get a "Business Closed" message and was hung up on when that department did finally answer! This is Absolutely infuriating...

  Business response

  12/08/2024

  We have received an update from our business team expert, updating us that they have been in contact with the customer and are working to resolve their issue. Thank you

• Initial Complaint

  02/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer with **** for ** years and have been really pleased but now they have been taken over by ****** and this week I got an email from ****** telling me I owed them money on an unpaid bill and they were going to send me to a collections agency. When I checked, my bill had been paid automatically like it does every month. When I called ****** this morning after an hour with agents, it turns out they are charging me for a cel phone and I do not even own a cel phone. I got so tired after being on the phone for over an hour and still not having this issue resolved I just hung up. This is totally unacceptable and I wonder what can be done to resolve it?

  Business response

  06/08/2024

  We provided the customer with our direct contact details and availability to confirm a resolution. 

  Customer response

  08/08/2024

  I only recieved a telephone message from ****** and I left a message in return but have not heard anything back

   

• Initial Complaint

  30/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** switched to ******. I called june ** to see what my bill was the empoyee said ***$ i sent ***. The employee in march randomly switched my service to *****/month to ***/month plan with out my consent or permission Now one month later they are claiming i owe ***. They are ******* people and the customer service.

  Customer response

  30/07/2024

   Hope this finds you well, please note the above complaint is for **** Tv, could you please reassign to ****.
  
   Thanks,
  
   
  
   
  
  ********* ******

  Business response

  31/07/2024

  Re: Better Business Bureau Case #********
  We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB). We are currently investigating these concerns and while the name on the account doesnt match the information provided by the BBB, we have attempted to reach the account holder by phone and email to discuss these concerns. We have provided them our direct contact information. 

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got charged an NSF fee because my credit card was compromised and was declined. There system does not allow auto payment to be turned off for one full billing cycle so thinking it would be just declined, they have the audacity to charge an NSF fee which on a credit card would not happen. The fee is a *** and a ****.

  Business response

  23/07/2024

  Spoke to customer and addressed their concerns. 

  Customer response

  24/07/2024

   
  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

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I would like to discuss the overdue balance on my account of $****** ($******/bill and $******/equipment) which was apparently sent to a collections agency before even letting me know I have an overdue balance. I have checked my account with them from time to time and the balance was $*** for March and April then suddenly by May I still owe them? This balance I thought I already resolve last February and March. This balance was paid by my credit card last February as I have automatic payment on my account. The payment was reversed recently ( in May ) somehow for some reason I don't know. There is also no record of it being paid in my credit card. In my understanding my balance should only be $****** as the $****** is for the equipment which I have returned and they have received it last February **. I was told that they sent a refund of $****** on my credit card but I never received this refund. I have checked all my credit card accounts statement and history and there is no refund of that amount anywhere. I even went to my bank branch to talked to the manager about this and there is no refund. I have contacted them again recently about this and was told that the refund was sent to a credit card ending in ****. I told them I don't have a credit card with that number, only **** which is the credit card I have with them and also set up as automatic payment with them. So how do they use a different credit card to send the refund to? I have sent all copies of my credit card statement to the collections agency and was told that they forward this to **** since * weeks ago but still no response from them. My understanding is my balance should only be $****** as I never received the $****** refund that **** is telling me they sent to the wrong credit card. Still why was this sent to a collection agency without contacting me first? Years and years of good credit and on time payment just suddenly ruined by this unfair treatment of a long time and still a mobile customer.

  Business response

  18/07/2024

  We have been in contact with the customer and working on a resolution to address their concerns

*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. ↩