Rogers Complaint Letter Template (Canada)

Having billing issues, unexpected charges, or service problems with Rogers Wireless, Rogers Internet, or Ignite TV? This page provides a structured Rogers complaint letter template you can adapt to your situation. Generate a customized version with the free Dispute Letter Generator.

If your issue is not resolved after using this letter, you may be able to escalate your complaint to the Commission for Complaints for Telecom-television Services (CCTS), after first giving Rogers a chance to respond.

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When to Use This Rogers Complaint Letter

  • Incorrect data, talk, or roaming charges on your Rogers Wireless bill
  • Charges after you cancelled your Rogers service
  • Rogers Ignite TV or Internet billing errors
  • Promotional pricing or credits not applied as promised by Rogers
  • Disputes over early cancellation fees or device balance issues
  • Service outages where you were still billed in full
  • Unauthorized plan changes or add-ons

For a broader overview of available templates, see the Dispute Letter Templates hub or the general Telecom Dispute Letter template.

Rogers Complaint Letter Example

You can copy and adapt this example for your Rogers dispute, or use it as a starting point in the generator.

[Your Name]
[Your Address]
[City, Province, Postal Code]
[Email Address]
[Phone Number]

[Date]

Rogers Communications Inc.
Customer Relations Department
333 Bloor Street East
Toronto, ON M4W 1G9

Re: Billing Dispute – Rogers Account [Account Number]

Dear Rogers Customer Relations,

I am writing to formally dispute certain charges on my Rogers account [account number] for the billing period [billing period], issued on [bill date]. I am a customer in [province].

The following charges appear to be incorrect or inconsistent with my agreed-upon plan:

- Date: [date], Amount: $[amount], Description: [description from bill]
- Date: [date], Amount: $[amount], Description: [description from bill]

On [date], I contacted Rogers customer service by [phone/chat] to discuss these charges, but the issue remains unresolved. Based on the information provided when I signed up or changed my plan on [date], my understanding is that:

- [Brief explanation of why the charges are incorrect, unexpected, or unfair.]

In light of this, I request that you:

1. Review my account and billing history for the period in question; and
2. Reverse the disputed charges in the total amount of $[total disputed amount], or provide a clear written explanation of why they are valid.

Please confirm the outcome of your review in writing within 14 days. If we are unable to resolve this matter directly, I understand that I may refer the dispute to the Commission for Complaints for Telecom-television Services (CCTS).

I have attached copies of my bill and any relevant correspondence for your reference.

Thank you for your attention to this matter.

Sincerely,

[Your Name]

How to Escalate a Rogers Complaint

Step 1: Contact Rogers Directly

Start by contacting Rogers customer service through their website, app, or by phone. Document the date, time, and what was discussed. Keep reference numbers for all interactions.

Step 2: Send a Written Complaint

If phone support doesn't resolve your issue, send a formal written complaint using the template above. This creates a paper trail and often gets more attention.

Step 3: Escalate to Rogers Office of the President

If standard customer service can't help, ask to escalate your complaint to the Rogers Office of the President. They handle complex or unresolved issues.

Step 4: File with CCTS

If Rogers hasn't resolved your complaint after you've gone through their internal process, you can file a complaint with the Commission for Complaints for Telecom-television Services (CCTS). CCTS is a free, independent organization that handles unresolved telecom complaints in Canada. Visit ccts-cprst.ca to file online.

Step 5: CRTC (for Systemic Issues)

The Canadian Radio-television and Telecommunications Commission (CRTC) regulates Rogers and sets the rules telecom providers must follow. While CRTC doesn't resolve individual disputes (that's CCTS), you can file a complaint about systemic issues or rule violations.

Your Rights as a Rogers Customer

As a Rogers Wireless customer, you're protected by the Wireless Code, which requires clear contracts, caps on data overage charges, and the right to cancel after 2 years without penalty. Rogers must provide you with:

  • A Critical Information Summary of your contract terms
  • Notification before you exceed data caps
  • Clear billing with itemized charges
  • The ability to cancel or change plans with proper notice

For Ignite TV customers, the Television Service Provider Code provides similar protections for TV services. This information is general in nature and does not constitute legal advice.

Common Rogers Billing Issues

  • Promotional pricing not applied: Rogers frequently offers promotional rates that aren't properly reflected on bills
  • Data overage charges: Unexpected charges for exceeding data limits
  • Cancellation fees: Disputes over device balances or early termination fees
  • Roaming charges: Unexpected international or US roaming fees
  • Bundle pricing errors: Ignite bundles not discounted as promised
  • Unauthorized add-ons: Services or features added without consent
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Related Letter Templates

This tool provides general information and document templates, not legal advice. Rogers Communications Inc. is a registered trademark. DisputeLetter.ca is not affiliated with Rogers.