Business Profile

Internet Services

Shaw Communications Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Shaw Communications Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

259 total complaints in the last 3 years.
96 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:16/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:16/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 26/08/2024
We have contacted the customer on the phone number provided and left a detailed message with our direct contact information.
Customer Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 10/09/2024
We continue to be in contact with the customer to address the ongoing concerns.
Initial Complaint
Date:06/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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
Date:02/08/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 06/08/2024
We provided the customer with our direct contact details and availability to confirm a resolution.
Customer Answer
Date: 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
Date:30/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** 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 Answer
Date: 30/07/2024
Hope this finds you well, please note the above complaint is for **** Tv, could you please reassign to ****.

Thanks,

********* ******
Business Response
Date: 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
Date:11/07/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 23/07/2024
Spoke to customer and addressed their concerns.
Customer Answer
Date: 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
Date:08/07/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 18/07/2024
We have been in contact with the customer and working on a resolution to address their concerns
Initial Complaint
Date:03/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In the Beginning of the year (2024) I had ****** internet *** (***mbps) internet. they sold me on an upgrade to ***gbps service and since the upgrade, I have been receiving *mbps internet. ***** less that what I am paying for. I have made ***** calls to get this resolved, spending ** minutes per call only to be told "someone will call me" but no one ever does, I still get a bill for $** per month but receive basically no internet. I Just want my internet fixed as I run a business from home and have * kids who can barely watch ******* on their phone. The only answer I receive from them is "someone will call me" but its been * months now.
Business Response
Date: 04/07/2024
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
Initial Complaint
Date:24/06/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a **** internet customer in *******, AB for a number of years. I recently moved and got married, so I closed my **** internet account as of Mar **, 2024. Account number was ***********. **** explained to me that I would continue to be charged past March **, 2024, but that I would be refunded for the overcharge.On March **, 2024 I got married, relocated and changed my name. My new name is ************************* and my new address is:********************************************************************** I was sent a cheque in the amount of $***** from ****** (who acquired **** and now runs it). It was made out to "* ****" and it listed my old address, which was *********************************************************************I deposited this cheque into my CIBC chequing account via e-deposit on April **, 2024. I received a notice on May *, 2024 that the cheque was returned by ******, as "PAYMENT STOPPED". I presume it was because the name on the cheque, and the address, did not match my current name and address on my bank account. I tried again to e-deposit the cheque with my other bank account at Scotiabank which had a record of my name previously being *****************. It was also rejected. I went to ********** in person, and they informed me that the only path forward was to have ****** re-issue the cheque in my correct name and address.I called ****** and was redirected to a **** customer service representative on June **, 2024. They liaised with the ******** department (I was not able to speak to them or email them documents directly) and they informed me that the cheque could not be reissued as it had been cleared on their end. I offered to send the notice that the cheque had been rejected by ****** but ****** refused and told me they would call me back. I received a voicemail from ****** ***************) indicating once again that they refused to reissue the cheque, indicating it had been cleared.I would like this cheque to be reissued and I'm happy to send along supporting documentation.
Business Response
Date: 28/06/2024
We spoke to the customer and addressed their concerns.
Customer Answer
Date: 02/07/2024

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
Date:18/06/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need to share my frustrating experience with ****, and I hope you can help by spreading the word. Despite paying for **** Mbps internet speed, I consistently received only ** Mbps. Numerous technician visits didn't solve the issue, and **** eventually claimed that a cable into the house needed replacement. After a month of waiting and no action from ****, I switched to MTS, which offers fiber optic cable and actually delivers the promised speed.Now, **** insists I owe them $*** as an early cancellation fee. This is outrageous since they never provided the service I was paying for. They've taken this amount to collections and reported it to my credit. While I dispute it every time, causing the credit bureau to remove it, the collection company keeps re-reporting it. ****, in partnership with ******, is trying to ruin the life of a family with four children over $***, despite failing to deliver on their service promise.
Business Response
Date: 19/06/2024
We have been in contact with the customer and worked to address and resolve their concerns.
Customer Answer
Date: 20/06/2024

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,

******************************

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Shaw Communications Inc. is NOT a BBB Accredited Business.