u/MechatronicsJr

I came across the CCTS mid-year report for August 1st, 2025 to January 31st, 2026, and wanted to mention a few points I found very interesting:

• There was a 95.4% jump of complaints from the previous mid-year report of 2024-2025 to the current one of 2025-2026 for Rogers, with also the highest total accepted complaints within that same time frame at 6,583 compared to 3,369 from the previous mid-year report, second to Fido with a 155.5% hike from 814 to 2,080 accepted complaints.

•Surprisingly, to me anyways, Bell had the least percentage increase compared to the other two largest firms at 26% from 1,988 to 2,505 accepted complaints.

•As far as issues by service goes, Wireless tops the list at 56% of all issues in aggregate with a 52.8% increase from the previous report.

•The highest issue raised in all accepted complaints is "Incorrect charge for monthly price plan" at 4,807 overall issues, sharing 15.5% of all issues, with a 65.9% YoY change.

What I got out of it is that I knew that Rogers service went downhill, especially after the merger of Shaw Communications, with the firing of Canadian staff for cheap, overseas labour and cost-cutting customer service with Anna AI in favor for 100% acquisition of MLSE. But never realized it was this bad.

Although I'm cautiously optimistic, I really want Ed Rogers and Tony Staffieri to step down if we can expect any decent service overall. With those two in place, we can only expect this to get worse for the years to come.

I opened a CCTS Complaint back on July 28th in response to the $5 increase two months into paying my own phone bill (Had my dad pay for it under the family plan, before transferring the number under my name). They already collected money from me despite having an open complaint (though that was on me since I had automatic payments turned on).

I got a call from the Office of the President, offering some cheaper plans, but no price lock which I declined and told her have a nice day. After that, I went to the nearest Freedom store and had my number ported over (the paperwork process in-store took no more than half an hour, with another 30-40 minutes to have my number completely ported).

Few days after I received a couple calls from the company's winback team offering some cheaper plans and declined both of them as again, there was no price lock. I'm still awaiting the company's final response as they up until August 17th to respond to my CCTS complaint, answering for their transgressions. I'm also waiting on my prorated refund as well as my service with Rogers was cancelled half way through my billing cycle.

It's been all around disappointment, especially having my number for 16 years, and my dad being with Rogers since the 80s. But like all the posts before me, customer loyalty is no longer a thing anymore. The way this company is headed with offshoring jobs and the acquisition of MLSE, I will not be paying into this madness anymore until Ed Rogers and Tony steps down (which I don't see it happening anytime soon).