ComplaintsforShaw Communications Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called **** yesterday about not receiving tracking number for the motion sensor I ordered Sunday November * online. Recieved confirmation for the order. A female *** answered I explained the reason for my call. She put me on * * minute holds came back said was getting a tech to come and install I said no they will charge $** and capable of plugging it in myself. She said oh no I said yes it was a choice when ordered $** install. she said oh well they will come in set up both indoor cameras I said no I have the cameras hugged in and active it's only about the one sensor. Oh okay another * * minute holds. Came back said if I dont recieved it she reordered the motion sensor I told her no I only want one obviously it is shipped what is the tracking number and she said the office has it they are trying to find it. I said it had been shipped what is the tracking number. Oh only ********* has that information. I said no you guys send it to me then went on about reordering a camera I said no a motion sensor oh sensor I reordered it I said I only want one. She said ya I ordered it saying camera a second time. I asked for a supervisor was threatened by her that was going to wait over an hour. I said I wanted a supervisor it is over an hour I can help you I said no a supervisor then was threatened okay then you will have to wait an hour and a half. I started to suggest she stand up walkover to the supervisor and tell the but cut me off after * words with a hold. Then came back and said you said something and I finished the sentence. Phone line went weird and disconnected. Now I have * motion. Sensors on my account never recieved no tracking for either I only ordered and wanted one. Being charged for both.

  Business response

  07/11/2024

  Re: BBB Complaint #********

  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 have reached out directly to the customer with our direct contact information. 

  Customer response

  08/11/2024

   
  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

  30/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted **** to update my service in September of this year. I was mailed new upgraded equipment. I was not told at any time to return the old equipment. Now I received a bill stating I owe $*** for not returning the old equipment. I no longer have the equipment as I took it to the local dump and recycled it in the electronic section of the dump. I called and waited on the phone for * hours to speak with a **** representative. When I finally spoke with someone I was told I was responsible to return the equipment or pay the $*** fee. I asked to speak with a manager and was told I would need to wait another hour on the phone to speak with a manager. When I told them I was not waiting another hour on the phone I would give my number to be called back. They told me that they dont do call backs. I let them know I was not happy with their service as I have been a good customer for 10+ years and this has never happened to me before. I then ended the call.

• Initial Complaint

  23/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with ************ 2023, it was a * year agreement. At no point did they disclose to me that the equipment required was outside of the billing for that contract. My bill increased significantly due to what they say is increased cost for the equipment. Now I am locked into this agreement and feel like I was bait and switched. When I called they said there was nothing they could do or offer. When I pushed more she did eventually tell me I can return the additional equipment I am paying extra for. Pushing more and asking if there is anything else I can do she said no I pushed more and asked to cancel crave subscription which did reduce my bill. I asked her multiple times how to reduce my bill and she was very hesitant to openly offer any solutions. I am very glad that fibre was just installed in our area. I will be looking for a new provider.

  Business response

  24/10/2024

  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

• Initial Complaint

  21/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I was going to cancel my account with ******************** last spring because of their constant pricing increasing and had other options that were more attractive so I was promised by the representative that they could do a better price and give me a contract at a fixed $*** per month tax in. So I decided to stay with them and give them another chance now my bill is increasing. Ive called and they told me I missed something in the fine print that lets them do so.This goes completely against the conversation I had with their sales representative and was told clearly I had a two-year contract $*** ******** was a phone recorded conversation. It was very clear that I would not need their service if they could not do this and it was agreed $*** a month for * years. Now Im being told I have to pay a penalty fee and loose my email account of *********************************** I have to pay the increased bill amount for the rest of the term.I dont understand how they can get away with this. Completely misleading someone just to get a contract term renewal.

  Business response

  30/10/2024

  We have followed up with the customer and have resolved their concerns.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the ** service I have been receiving from Shaw Communications, which has not been in line with the level of service I am being charged for.Since August *, 2024, I have noticed that the ** connection provided by the company has been inadequate and inconsistent. Despite being billed for ** service, I have experienced frequent connection drops, slow internet speeds, and unreliable coverage in areas that your service map claims should be fully covered.I have reached out to **** customer service team on several occasions, followed by three separate visits from field service technicians, yet the issues remain unresolved. I kindly request that this matter be addressed as soon as possible, and I would appreciate either an immediate resolution or a refund/adjustment to reflect the actual service level I am receiving.Please let me know how this issue will be handled and what steps your team will take to resolve it. I look forward to your prompt response.Thank you for your attention to this matter.

  Business response

  08/10/2024

   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 thank you for your patience while we investigate these concerns.

  We have attempted to reach out to the customer via telephone but were unsuccessful in speaking with them. We have provided them with our direct contact number and hours of availability. 

• Initial Complaint

  27/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer with **** for well over ** years.. The townhouse complex that I live in is undergoing a complete building envelope. Shaw cables run outside of our units. We have been advised by our management company that all cables on the exterior of the houses will be removed and no further cables will be allowed to be hung on the building. I contacted **** to try to change my service to a wireless or have wires run differently, but they were unable to accommodate this and said to have underground wires run it would take *** years. I have had no option but to change my service provider to someone that could offer wireless or alternative wiring. Because this happened before the end of my two-year contract with ****, I am now being charged the penalty for ending my contract sooner. I have not yet received the final billing, but I expected to be somewhere in the neighbourhood of $*** in penalties. I have contacted **** and attempted to have this waived because I was unable to make alternative arrangements with **** to continue my service with them. They advised that unfortunately under the circumstances, they would be unable to waive the penalties. I asked under what circumstances could penalties be waived and they advised that they could be waived if I moved somewhere that did not provide service. This makes no sense to me whatsoever, because I have not moved, but **** does not provide the service anymore in my current residence. Also, if you were able to waive for one reason, you are able to wave for another.

  Business response

  28/09/2024

  We have spoken with the customer and are working toward a resolution.

• Initial Complaint

  24/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** is charging me penalty fee for my cable and internet service before the service is actually rendered. For example, as highlighted in the latest Bill from ******, the service period is from * September 2024 till * October 2024, whereas the due date for the payment is ** September 202*, which is eight days before the service is actually rendered. ****** told me that they will charge penalty if the payment is not made before the due date.That was not the case when **** used to provide us the same cable and internet service. As highlighted in the attachment of a sample **** from **** in the past (before ****** take over of ****), the due date for the payment is the same as the last day of the service period * August 2023. Is it legal for a business enterprise to charge a client before the last day of the service is provided?

  Business response

  09/10/2024

  We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have been in contact with the customer and are working to resolve their issue. Thank you

  Customer response

  12/10/2024

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

   

  ****** has refused to change their policy. They will continue to issue penalty if the invoice not paid by clients within the stipulated date which is *** days earlier than the providing their monthly service.
  
  Sincerely,
  
  ******** ************

  Business response

  16/10/2024

  ********** position regarding our business policy, as per our previous response/discussion to/with the customer, remains the same.

  Customer response

  16/10/2024

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

  Forcing a customer to pay before the services are are due is unethical and unprofessional business practice. This reflects a low quality family business culture of ******.
  
  Sincerely,
  
  ******** ************

• Initial Complaint

  18/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a ****/****** customer under a * year contract expiring December 2025 for TV Internet and ***** services, I have * accounts, one in ********* and one in ********I was recently asked to upgrade my tv boxes to digital ones by September * 2024.I have received a notice to this effect stating that if I do not upgrade by that date my tv services would be removed from the account. I called about this several times and was told by the representative that the TV would no longer work with the old boxes and that new digital boxes would have to be installed. I ordered new boxes for the service in ******* which were successfully installed. I was not in ********* at that time and was unable to order and install the new boxes for my Vancouver account because I was not there.I was not told at any time during the several conversations I had with ****/****** that both Internet and TV would be cancelled without notice and that an early cancellation fee of $*** would be charged to my account. I was told that the TV would stop working until the new boxes were installed.On September **** I looked at my bill and noticed the $*** early cancellation charge. I was not informed in ANY way that this would happen.I immediately called to inquire and was told that if I wanted the services reinstated I would have to sign a new * year contract at a substantial price increase and that the cancellation charge may be removed. I have contacted ****/****** to seek an amicable resolution but none was offered.I pay my bills and I was fully prepared to honor my part of the contract by paying my bills until the end of the contract in December of 2025. Currently ****/****** put me on a month to month billing cycle for internet and phone. I feel that ****/****** abused their position of power and breached our contract. I ask from them that the $*** charge be removed immediately and my contract be terminated as well.

  Business response

  18/09/2024

  RE BBB ID ******** 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 phone and are working with them towards a with solution.

• Initial Complaint

  17/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I opened an internet account with **** in July 2023 and have made payments each month, directly from my bank account. I would receive a notification via email that my bill was due and I would make a payment as the amounts were always the same and as per the signed contract. For the latest billing, the amount was higher by $**. I called and was on hold for ***hrs without reaching anyone. The next day I reached out via online chat and was told that Auto-Payments were set up when I set up the account in 2023. Since I always made the payments before the due date, the system never charged my credit card. in Aug, **** changed the billing date and tried to charge my credit card and got NSF (as I have a different credit card). I never consented to auto-payments when I signed up and **** (after repeated requests with the customer service representative), did not provide any proof of my consent. I also used to have another **** account which I had cancelled a few months earlier before getting the current internet account. **** is refusing to provide proof of my consent for auto-payment and willing to address the $** NSF fee that I have t pay. I am still locked into my *-year contract which expires in July 2025 and if I was to leave now, I would have to pay $*** cancellation fee. This is extremely frustrating, especially when I have paid all of the bills on time.

  Business response

  21/09/2024

  We have addressed this matter with the customer.

  Customer response

  23/09/2024

  Hello,

  Thank you for the note and following up with the business. When I filed the complaint, I did not expect anything significant to happen, so it is refreshing to see that the formal complaint process can have impact. 

  ****/****** called me over the weekend to discuss and I re-iterated my frustration with the whole process and disappointment that it took a formal complaint to receive a call back on this and have a meaningful conversation. After discussion, ****/****** confirmed that they will waive a total of $*** in charges (including the $** NSF fee) and this will be reflected in the next bill. 

  Thank you again for your help. 

  Regards,

  ****

  Customer response

  27/09/2024

   
  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

  13/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I just received my bill and am being charged additional charges outside of my contract, namely for the cable box, which is supposed to be included in my contract. This is *******. They tried to sneak in the extra charge as a "rising cost", and they also changed their billing due date without notifying me directly, so I incurred a late fee on my last bill. Clearly ******/**** doesn't understand what a "contract" is. It's an agreement of terms between two parties. I did not agree to additional arbitrary charges to be added to my bill. My contract is a * year contract and states the exact fees to be charged, therefore my bill should remain static for those ** months. You cannot add on new charges partway through a contract without my written consent. Seems ******/**** is new to how a contract actually works. Anyway, I'm not paying the added on charge for the box. You're in breach of contract. Please contact me to get this resolved. You phone lines are closed tonight, and I don't have time to sit on hold while you tell me there are high call volumes.

  Business response

  17/09/2024

  We have spoken with the customer and have resolved their concerns.

  Customer response

  18/09/2024

   
  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,
  
  *******************

*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. ↩